Write to [email protected] with a screenshot or a bonus query and a full answer typically lands within six hours, which suits anything needing a paper trail.
Six short answers covering closures, escalation, identity, licensing, your data and verification timing.
trustWhy must I confirm before Freespinz Casino closes my account?+
Because a closed account cannot be reopened by anyone here, we ask first and act once you confirm in writing from your registered e-mail address. Any positive balance is returned to your original payment method before closure completes.
trustWhy is the casino my first stop before a regulator?+
Because your first complaint always belongs to us, write to [email protected] with the chat transcript or e-mail thread attached. If our reply does not resolve it to your satisfaction, you may then take the matter to the Malta Gaming Authority.
trustWhen do I need my password for Freespinz Casino support?+
Because we never ask for your password, support confirms who you are from your registered e-mail address, your full name and your date of birth. A recent deposit amount and its timestamp settle the matter in most cases, usually inside a minute of chat.
trustWhat happens when I check the casino licence number?+
Because this site holds a Malta Gaming Authority licence, both the regulator and licence number appear below in plain view. The operator is Freespinz Casino Ltd., company number C-99600, registered at Spinola Road, Msida, and licensed under MGA/B2C/973/2017.
trustWhat happens when I ask for my data to be deleted?+
Because your personal data sits with us until you ask otherwise, requests for a copy or for deletion go to [email protected] from your registered address. We answer within the period the law allows, and legal retention rules can outlast a deletion request.
trustWhat happens when verification takes longer than Freespinz Casino promised?+
Because document checks pause your payouts until they pass, plan for the clock to run up to 14 hours from the moment your photo ID, proof of address and card image arrive. Most files clear well inside that window, and the e-mail from verification confirms the result.
When a Reply Falls Short
A Clear Path to a Final Answer
After reading this, you will have a signed-off route from the support desk to the Maltese regulator
A Query Becomes a Case
Write to the support inbox on this page spelling out what went wrong, the dates and what you want fixed; the team logs it as a formal complaint rather than a chat query.
Who Owns Your Case?
Within one working day you receive a complaint reference plus a named handler; keep that number, because every later message is answered against it.
A Second, Senior Review
A reply that still leaves you unsatisfied goes back to the complaints inbox, where a senior reviewer reopens the file and issues a written final position.
The Outside Route
Only after the in-house process closes may you refer the matter to the Malta Gaming Authority, the regulator that issued permit MGA/B2C/973/2017.
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