Contact the Richyfish Casino Team
Our support desk never closes. Whether your question is about a deposit, a withdrawal, a bonus or your account documents, you can reach a real member of our team at any hour of the day or night.
How to Reach Our Team
Two direct channels, both always open
We run two support channels, and both operate 24 hours a day, 7 days a week, including bank holidays. Live chat is the fastest route: open the chat window by tapping the speech bubble in the bottom right corner of any page on richy-fish.org.uk, enter your name and registered email address, and a live agent will pick up your conversation. Most chat sessions are answered in under two minutes.
If your query needs documents, screenshots or a longer explanation, email us at [email protected]. We reply to every message within 24 hours, and most get a full answer well inside that window. Write from your registered email address so we can verify your account in a single step, and put a short summary of the issue in the subject line, for example "Pending withdrawal" or "KYC document rejected".
| Channel | Where to find it | Availability | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of every page | 24/7 | Under 2 minutes |
| [email protected] | 24/7 | Within 24 hours |
A note on phone support
We do not currently offer phone support. Our live chat agents handle the same queries a phone line would, with the added benefit that you receive a written transcript of the conversation in your email, which helps if a case needs to be reopened later.
What We Can Help With
Everyday account queries
Our agents are trained on every part of the site, so you never get bounced between departments. Account issues we resolve daily include password resets, changes to your personal details, questions about your VIP tier, and document checks. If your account verification is underway, we can tell you exactly which stage it has reached: photo ID, proof of address or payment method verification, and what still needs to be uploaded from your profile page.
Money questions are among the most common, and we answer them with specifics. Minimum deposits and withdrawals are £20 each. Crypto and e-wallet withdrawals are processed within 0 to 24 hours, while cards and bank transfer take 1 to 3 business days. Daily withdrawal limits sit at £5,000, with a monthly cap of £20,000, and we charge no fees on either side. If a transaction has not arrived inside these windows, we will trace it for you.
Bonuses, technical faults and play safely
Bonus questions are answered against the actual terms, not guesswork. Tell us which offer you are asking about, whether it is the 375% welcome package up to £3,000 plus 100 free spins with promo code RICHY375, the weekly 10% cashback or the weekend 50% reload up to £500, and we will talk you through the 40x wagering, the £10,000 maximum win from bonus funds and the 30-day validity period.
For technical faults, include your device, browser and the time the problem occurred, and we will check the round or transaction on our side. If a slot froze mid-spin or a bet was not registered, our team can review the game log directly with the provider.
Responsible gambling requests are handled with priority and discretion. We can set deposit limits, loss limits and session reality checks on your account immediately, activate a time-out or self-exclusion, or connect you with GamStop, GamCare and BeGambleAware. You only need to ask once, in chat or by email, and the change takes effect straight away.
- Account access, personal details and VIP tier changes
- KYC document checks, tracked from upload to approval
- Deposits, withdrawals, limits, fees and payment tracing
- Bonus terms, wagering progress and promo code activation
- Game faults, interrupted rounds and site errors
- Deposit limits, self-exclusion and GamStop support
Quick Checks Before You Write
Three steps that cut resolution time
A short preparation before you contact us often removes the need to contact us at all. Start with the FAQ section, where the most frequent questions on bonuses, withdrawals and verification already have full written answers. Next, open your profile and check the KYC status indicator: if a document shows as pending, it is still within the standard 48-hour processing window and no action is needed yet.
Then open your transaction history from the account menu. Every deposit, withdrawal, bonus and wager is listed there with a timestamp, and quoting the relevant reference number in your message lets us locate the exact entry on the first reply. Have your registered email address, account username and the approximate time of the issue ready, and if a screenshot exists, attach it to the email or paste it into the chat.
- Search the FAQ first for instant answers to common questions
- Check the KYC status in your profile before chasing documents
- Copy the transaction reference and time from your history
- Include device, browser and screenshots for technical faults
Press and Partnership Enquiries
A separate address for business
Player support handles account queries only, so business mail reaches us faster through its own inbox. Journalists, reviewers and media outlets should write to [email protected], while affiliate and partnership proposals go to [email protected]. We run Richyfish Casino under Richyfish Gaming Ltd, licensed by the Malta Gaming Authority, and we answer media requests within two business days. Tell us your outlet, your deadline and the information you need, and we will route your request to the right person in one step.
Frequently Asked Questions
Is live chat available at night and on weekends?
Yes. Both live chat and email support run 24 hours a day, 7 days a week, including weekends and bank holidays. Chat replies typically arrive in under two minutes at any hour.
Which email address should I use for support?
Write to [email protected] from the email address registered on your account. We reply within 24 hours, and most messages are answered much sooner.
Can I call the casino by phone?
We do not offer phone support. Live chat covers the same queries, and you receive a written transcript of every conversation by email for your records.
How long does KYC verification take once I send documents?
Verification is processed within 48 hours of upload. You can track the current status of each document, photo ID, proof of address and payment method, directly in your profile.