Impressario Casino / Contact us
Contact us
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Most questions are answered fastest in live chat, which is open around the clock inside the casino. For anything that needs a written record, write to our support team.
Ways to reach us
Pick the channel that suits the question. All of them are staffed by the same team, in English, every day of the year.
Channels and reply times
| Channel | Best for | Reply time |
|---|---|---|
| Live chat | Bonuses, payouts, sign-in problems, limits | Usually under two minutes |
| Documents, account questions, formal requests | Within 24 hours | |
| Complaints by email | Anything you want reviewed by a senior agent | Full answer within five working days |
What to include
A little detail up front means we can answer in one reply instead of three.
Payments and games
Write from the email address on your account and give your username. For a payment question, add the date, amount and method. For a game question, add the game name and the approximate time of the round, so we can find it in the log.
Documents
Photos of ID and proof of address are best uploaded in your account under Verification rather than sent by email: they reach the right team faster and are stored in the encrypted vault straight away.
We will never ask for
Our team never needs any of the following, so a request for them is a sign the message is not from us.
- Your password, in any channel.
- A fee to release a withdrawal.
- Remote access to your computer or phone.
If something looks off
Do not reply or click any link in the message. Forward it to our support team, and we will confirm within the day whether it came from us.
If you are not satisfied
We aim to settle every complaint ourselves.
Taking it further
After our final answer to a complaint, you can take the matter to the Kahnawake Gaming Commission. Its website explains the process and the details it needs from you.
Help with gambling
If you are contacting us because gambling has become a worry, you can ask for a limit or a time-out in the same chat.
Independent support
Free, confidential help is always there too: the Gambling Helpline on 0800 654 655, or text 8006, any hour of the day.