How to Reach the Falcon Casino Support Team

Two channels are open around the clock: live chat and email. Whether you have a question about your account, a payment issue, or need to set a self-exclusion, the support team is available 24 hours a day, seven days a week.

The direct email address is [email protected]. For faster back-and-forth, live chat connects you to the same team in real time. Both options reach the same people and carry the same priority.

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Contact Channels and Hours

Falcon Casino support runs continuously - there are no restricted hours, no weekend gaps, and no difference in availability between channels. The live chat service (LiveChat) is accessible directly from the site, while email suits longer queries or situations where you need to attach a screenshot or document.

Both channels reach the same support team. The choice between them is a matter of preference - live chat suits quick questions, while email works better when you need to include attachments or a detailed account of an issue.

How to Recover Your Password

If you cannot sign in, there are two recovery routes. The quickest is through the login screen itself; the fallback is emailing the support team directly at [email protected], and they will take it from there.

To recover your password through the site:

1. Go to the sign-in screen and click Sign In.
2. Select Forgotten Password beneath the login fields.
3. Check your inbox for the recovery link and follow it to set a new password.

If the recovery email does not arrive, check your spam folder first. If it is still missing, contact [email protected] directly - the team can verify your identity and restore access to your existing account. Note that only one account is permitted per player, so if you believe you may have registered twice, support will help you consolidate access rather than open a new one.

What Support Can Help You With

The support team handles account access, payment queries, verification questions, and responsible gambling requests. For some topics, there are dedicated pages that let you resolve things without waiting - the list below shows what support covers directly and where a self-service page may be faster.

• Account access and login issues, including locked accounts
• Duplicate account queries - support resolves access to your existing account
• KYC document review escalation when a document has been rejected or is taking longer than expected
• Withdrawal delays or rejections that have not resolved through the cashier section
• Bonus and promotion queries, including cases where a bonus has not credited
• Self-exclusion and responsible gambling requests - handled directly by the team, 24/7
• Password recovery when the automated flow has not delivered a reset link

For questions about wagering requirements or bonus expiry, the bonus terms and conditions page covers the full details before you need to contact anyone.

What to Prepare Before You Contact Support

Having the right information ready when you reach out means the team can act immediately rather than ask follow-up questions. This is especially relevant for payment or verification issues, where a reference number or screenshot can cut resolution time significantly.

• The email address registered to your account
• A clear description of the issue, including when it occurred
• The transaction reference or deposit amount if the query is payment-related
• The bonus code you used, if the issue involves a promotional offer
• A screenshot of any error message, if one appeared

For email queries, send everything in a single message to [email protected]. For live chat, have the details open in another tab so you can paste them quickly when asked.

Self-Exclusion and Responsible Gambling Requests

Self-exclusion requests are handled by the support team at any hour - there is no need to wait for a specific time or day. The team is available via live chat or at [email protected] around the clock, and the official FAQ confirms they will handle these requests promptly.

If you prefer to act without contacting support, self-exclusion can also be set directly from your player profile. Either route is valid, and both take effect through the same process on the account.

For deposit limits, cooling-off periods, and other account controls, the responsible gambling tools page explains what is available and how to access each option from your account settings.

Complaint Escalation and Regulatory Route

If an issue remains unresolved after contacting the support team, a formal complaint route is available. The specific regulatory body and alternative dispute resolution process applicable to your account are set out in the licensing and legal information for the site.

The full details of the complaint escalation path, including any regulatory body relevant to players in Great Britain, are available on the legal and licensing page. Check there for the confirmed escalation route before submitting a formal complaint externally.

Related Help and Next Steps

If your query involves identity documents or a verification status that has not updated, the verification and document review section covers accepted file formats, upload steps, and how to check your status from the Documents tab in your profile.

For a payout that is delayed, rejected, or showing an unexpected status, the withdrawal status and delays page covers the full resolution path, including the most common reasons a withdrawal is held and what to do at each stage.

FAQ