Frequently Asked Questions

If you forgot your password, you could get a new password immediately using theforgot passwordpage. 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
8. Email address
8. Phone number

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; and
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 C$20

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

We want you to receive your withdrawal as soon as possible!
Therefore, we aim to payout the winnings within 4 hours of your request. 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. The verification process may take up to 72 hours; therefore, 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].

Please note that as informed on our Terms and Conditions, there is a maximum withdrawal amount policy that applies to all accounts:
C$7,500 per day;
C$15,000 per week;
C$45,000 per month.

Example 1: It means if you want to make a withdrawal from your balance of C$48,000, you need to make reuqates of C$45,000 and will only be able to request the remaining C$3,000 after 1 (one) month from the first request.

Example 2: If you make a withdrawal request of C$15,000 today, you are only allowed to make a new withdrawal of any amount after seven (7) days.

Example 3: You make a withdrawal request of C$7,500 today (day 1), and within 3 days, you make a new request of the same amount (day 4). You will only be able to request a new withdrawal, of any amount, after 3 days (from the last request, which will complete the weekly maximum amount).

This requirement can be modified if stated in a specific promotion, and it will be informed in the specific Terms and Conditions of the promotion.

All progressive jackpot wins will be paid in full.

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

Any winnings from your sign-up bonus money must be wagered seventy (70) 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. If you think this is an issue, set deposit and loss limits to control the amount you are spending.
• Treat all forms of gambling as entertainment, not as a source of income or financial improvement.
• Be aware of your playing time. You can use reality checks, wager limits and time limits to keep your activity at a reasonable level.
• 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, temporarily or permanently, or set any limits to your account just contact our Customer Support at [email protected] or [email protected] to request it. Below you will see a list of the limits you can place on your account:

Deposit Limit. A limit on your deposits for a day, a week, or a month.

Loss Limit. A limit on your losses in the casino for a day, a week, or a month.

Wager Limit. A limit on the wagered amount for a day, a week, or a month.

Cooling Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active, you cannot deposit to the Casino and you will be excluded from all promotional offers. However, you may withdraw the remaining funds during this period. The cooling-Off period is applied to your account immediately. Upon its expiration, your account will automatically be re-activated.

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiration, your account will automatically be re-activated.

When requesting a Permanent account closure, we only need to confirm the main reason why you are making this request, as this information will also help us to better assist you in the future. 

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 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].

Playing at Let’s Go Casino is all about entertainment and we take this responsibility very seriously indeed, so our gaming environment it’s 100% safe!

And we are very proud of it! 

Self-assessment questionnaire

The self-assessment is a questionnaire to be used to determine whether gambling for you has become more of an issue/problem, than entertainment, so you lost interest in the “having fun” part and are only concerned about chasing losses for instance. 

 It is very important that you are completely honest with yourself before anyone else. Yes/No answers are not valid unless there is a full explanation for each answer. 

 Thinking about the last 12 months…

1. Have you bet more than you could really afford to lose?
2. Have you needed to gamble with larger amounts of money to get the same feeling of excitement?
3. When you gambled, did you go back another day to try to win back the money you lost?
4. Have you borrowed money or sold anything to get money to gamble?
5. Have you felt that you might have a problem with gambling?
6. Has gambling caused you any health problems, including stress or anxiety?
7. Have people criticized your betting or told you that you had a gambling problem, regardless of whether or not you thought it was true?
8. Has your gambling caused any financial problems for you or your household?
9. Have you felt guilty about the way you gamble or what happens when you gamble?

Assessment

Did you answer YES to one or more of the above questions? If so, please speak to our Customer Support team who are trained to deal with responsible gambling and can help you.

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

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].