FAQ

If you forgot your password, you could get a new password immediately using the forgot password page. If you have any issues, our Customer Support team is available 24/7 and will help via chat or email at [email protected]

You must be at least 18+ years old to create an account with us.

Individuals who have not reached that age are considered underage and are not allowed to participate in gambling.

Accepting our Terms and Conditions confirms that you are 18+ years old.

We will request you verify your age by providing a copy of your identity document.

For more information, please also visit our Responsible Gaming page.

If you need further assistance, contact us by emailing [email protected]

While you are playing with us, we might request you send us documents to verify your identity to protect your account.

1 - Proof of identity, you may provide one of the government-issued documents below:
• ID card;
• Passport;
• Driving license.

a. We need to see your full name, date of birth, and the document's expiration date (the document must be valid within the expiration date).
b. Please submit a high-quality document scan in colour or a high-resolution digital document photo, where we can see all four (4) corners of the document.
c. Cropped-out or partially visible document images will not be accepted.
d. Please do not cover any part of the image.

2 - Proof of address, you may provide one of the utility bill documents below:
• Utility bill (electricity, water, gas supply);
• Internet or mobile phone bill;
• Bank statement;
• Resident government bill (taxes).

a. The document validating your home address should be in your name and issued within the past 90 days.
b. Screenshot is accepted.
c. On this document, we need to see the following: Your name, Your address, The issue date, and the company name/logo.
d. Please ensure you can see all of the above to verify your proof of address document.

3 - Payment validation document, which may be a screenshot or photo from an online bank, bank statement, Skrill page, etc. showing the deposit.

a. It must display your name or Username.
b. It must display the company name.
c. The total amount paid into your account.
d. For credit cards - the first 6 and last 4 digits, cardholder name (same as in the Player’s account), card validity period should be seen. The player needs to cover the 6 digits in the middle. Scanned copies are not accepted.

If you need further assistance, contact us by emailing [email protected]

To upload/submit your document, please access your main account menu on the top right side (by clicking on your name), select Profile, and then Verification.If you need further assistance, contact us by emailing [email protected]

Once you have entered your details upon registration, you can not update them in your account.

However, you can contact our customer support team and request a change of any of the following:
1. Your Last name/surname
2. Date of birth
3. Gender
4. Country of residence
5. City of residence
6. Full address
7. Postcode

Depending on the request, you will require some verification, possibly documents.

Regarding your communication subscriptions, you can change those yourself in your account in Profile - General - Subscriptions.
1. Send promos by e-mail
2. Send promos by SMS

Important: Remember to save your changes in the end.

If you need further assistance, contact us by emailing [email protected]

Please note that you can register only one (1) account with us. Any additional accounts will be deemed as multiple (duplicate) and, therefore, closed.

If you experience difficulty logging in or accessing your Let's Go Casino account, please get in touch with our Customer Support team and ask for account assistance instead of creating a new account.

For further information, please visit our Terms & Conditions page.

If you need further assistance, contact us by emailing [email protected]

We hope you have a great gaming experience with us, although we understand that sometimes things go out of plan.
If you are not satisfied with our products, services, or even with the outcome of any request, please let us know, and we will do our best to set things right.
A formal complaint must include the following information:
1. The helpdesk ticket number was allocated when the issue was initiated with us;
2. A brief explanation of the reason you are not satisfied with the outcome of the initial investigation by the Customer Support team;
3. Your expected resolution of the complaint;

Resolution of a complaint:

1. We will immediately investigate your complaint further, although please expect any information within ten days.
2. Depending on the nature of the complaint, the Customer Support team may need to escalate the complaint internally.
3. We may need to extend the deadline to reply by a further ten days, where such an extension is necessary to assist you thoroughly regarding the complaint.
4. We will inform you of any extension or outcome of the investigation at all times.

If you need further assistance, contact us by emailing [email protected]

To view your transaction history, go to your account menu in the top right-hand corner (click on your name) and select Balance.

By selecting Transactions history, you can choose All, which will show both deposits and withdrawals, or select each type, Deposit or Withdrawal separately.

If you need further assistance, contact us by emailing [email protected]

It is not allowed to deposit funds to or withdraw from your player account using someone else's banking information and details.

Any payment method you deposit or withdraw with must be registered in your name.

You cannot use company cards or business bank accounts; however, shared bank accounts or cards can be used as long as your name is registered as one of the owners of the payment method. 

If you need further assistance, contact us by emailing [email protected]

The maximum deposit amount depends on the payment method you select and it is displayed for each method.
Kindly refer to the deposit page on your account, by clicking the button on the top right-hand corner of your screen, selecting Deposit, and choosing the method you would like to deposit with.
Underneath the Amount field, you will be able to see the minimum and maximum amounts available.
The minimum deposit amount is 20 CAD

If you need further assistance, contact us by emailing [email protected]

We want you to receive your withdrawal as soon as possible! However, due to regulatory requirements, your withdrawal request approval may be subject to account verification.
In this case, we will contact you via email, requesting you to provide any relevant documents. Please upload the required documents for processing as soon as possible to avoid payout delays.
From the time when your withdrawal has been sent, depending on the payment method, it can take up to 5 working days until you receive your funds.
These time frames can vary and depend on internal procedures or if your account is already verified.

If you need further assistance, contact us by emailing [email protected]

There is a limit of 1 simultaneous withdrawal request on the account.
Requests to withdraw funds are worked through by the financial department after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.
The maximum withdrawal limits per transaction / in 24 hours / week / month are determined as follows:
per transaction: C$1000 or equivalent in other currency,
in 24 hours: C$1000 or equivalent in other currency,
per week: C$5000 or equivalent in other currency,
per month: C$15,000 or equivalent in other currency.
unless otherwise specified in the Terms & Conditions of a specific promotion.
Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion.
If you win more than C$15,000, the Casino reserves the right to divide the payout into monthly installments of maximum C$15,000 until the full amount is paid out. 

If you need further assistance, contact us by emailing [email protected]

Any winnings from your sign-up bonus money must be wagered seventy 45 times before the amount is available for withdrawal as real money.

Making a withdrawal before the wagering is completed will result in the bonus winnings being forfeited.

For other bonus offers, please refer to Bonus Terms and Conditions for more details, and keep in mind some exclusive campaigns may come with special wagering conditions, however any such information will always be specified accordingly.

If you need further assistance, contact us by emailing [email protected]

Go to your account menu on the top right-hand corner (click on your name) and select Promo.

Each and all bonuses, their statuses, and wagering information will be shown on this page. Click on See bonuses history to access all the history of your bonuses.

If you need further assistance, contact us by emailing [email protected]

We can help you with some important information concerning Responsible Gaming (or Responsible Gambling). If the information here needs to be revised, or you have other questions, please contact us at [email protected]

Some guidelines to be considered:

• Only spend what you can afford to lose.
• Treat all forms of gambling as entertainment, not as a source of income or financial improvement.
• Be aware of your playing time.
• Playing for long periods can cause you to lose track of time and perspective. Take regular breaks and enjoy doing other things.
• Do not chase your losses. If you experience a losing streak, stop! Come back another time when you can afford to do so and when you are in the right frame of mind.
• Maintain a healthy balance of activities. Gambling should never take over, becoming your only form of entertainment. Ask yourself whether you still play for fun (if not, take a break).
• Never gamble under the influence of alcohol or drugs or when you are upset or depressed, as this can impair decision-making and lead to severe problems.
• Playing for longer does not affect what happens next and will not increase the likelihood of winning. The more you gamble, the more you will likely lose money over time. Therefore, treat gambling as leisure entertainment, budgeting accordingly as part of your total leisure expenditure.
• Take our self-assessment questionnaire regularly. Be honest with yourself, your family, and your loved ones and contact us if you start losing control.
• Understand your chances of winning and how the games work. Although you can increase your chances of winning by understanding the odds and possible gaming strategies, you can never guarantee the outcome.
• Know that there are problem gambling support organizations in your country to support you. There is always someone there to help you. Remember that. The following organization provides free and confidential advice on handling any gambling problem; please visit Gamblers Anonymous (http://www.gamblersanonymous.org/ga/).

If you need further assistance, contact us by emailing [email protected]

At any time you wish to close your account, please contact our Customer Support at [email protected] to request it.

If you have requested your account to be closed and changed your mind, you will need to contact our Responsible Gaming team at Let's Go Casino, and they will evaluate the possibility of this being done.

If you need further assistance, contact us by emailing [email protected]

If you have requested your account to be closed and changed your mind, you will need to contact our Customer Support team at support@letsgocasino, and they will evaluate the possibility of this being done.

Whenever a mistake is noticed, the on-duty pit boss is called to the table immediately.

Management will assess the error, and if solved, the game round will proceed as normal. If the pit boss cannot reach a resolution or the oversight has serious implications for the game, all bets will be deemed void and reimbursed.

If you need further assistance, contact us by emailing [email protected]

If you lose connection while playing a live game, we are unable to stop the game, and it shall continue.

Unless you’re able to reconnect, your bet will be considered as a ‘stand’.

You can always review the bet you placed and the subsequent result through your casino history.

If you need further assistance, contact us by emailing [email protected]

Your bet or any decision made at the table may be rejected for several reasons.

Perhaps your bet was not placed in time, there may have been insufficient funds in your account at that time, or you may have experienced poor server connectivity while placing your bet.

Your bet or decision will only be valid after you get a pop-up confirmation on your screen.

If you need further assistance, contact us by emailing [email protected]