Help in minutes

Casinoly Casino Contact When You Need An Answer

Chat, e-mail or phone reaches Casinoly Casino support 24 hours a day, 7 days a week, every day of the year.

Get help now 781,000+ players trust the grove

Paid today

140,275 NZ$

1,315 In the grove now

Malta Gaming Authority license MGA/B2C/569/2007, company number C-86716, with independent audits by iTech Labs and Gaming Laboratories International

Average withdrawal processed in 14 minutes, with up to NZ$66,000 per transaction and NZ$132M paid monthly to players

TLS 1.3 encryption on every session, eCOGRA alternative dispute resolution, and 10 trusted payment methods including Visa, Mastercard, and Apple Pay

Three ways

Casinoly Casino Gives You Three Routes To Support

Which channel suits your question, and how fast each one answers.

Can you answer now?

Best for anything needing a back and forth, from a stuck bonus to a payment query; a person typically replies in two minutes.

Start chat

Casinoly Casino e-mail

For documents, statements and anything you would rather keep in writing, write to [email protected]; expect an answer within 24 hours.

Write in

Phone line

For a card or withdrawal problem you want talked through aloud, call +64 9 553 6669 (NZST); calls are usually answered in three minutes.

Call support

No overseas runaround

Support That Runs On New Zealand Time

That a local number and local clock mean the team is awake when you are.

How to reach

New Zealand phone+64 9 553 6669

Support time zoneNZST

Languages spokenEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Supervision

Regulator and licenceMalta Gaming Authority, MGA/B2C/569/2007

Where to find help

Gambling help locallyProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-venue Exclusion Programme

Escalation path

What you gain by escalating properly

This block settles where to go when a reply from support leaves your question unanswered.

Chat closed, file opened

Once the chat closes without a fix, write to [email protected] with your account email, the date and what you expected. Every message reaches a reviewer, not a queue.

Your case number in hand

Expect a reference number back with the name of the person handling your case. That reference carries your complaint forward, so keep it beside your notes.

Manager review request

If the reply still misses the mark, ask for a review by a manager in the same thread. Managers look again at the evidence and answer with a written outcome you can keep.

The regulator step

When the internal path is exhausted, you may raise the matter with the Malta Gaming Authority, the regulator named above. Its own process applies from that point onward.

Right department

Reach The Team That Actually Handles It

You will know exactly which address fits your case and why.

Your account

General support[email protected]

Document verification (KYC)[email protected]

Money matters

Deposits and withdrawals[email protected]

Other requests

Complaints[email protected]

Personal data and privacy[email protected]

Business and partnerships[email protected]

Six facts to check

The company behind this site

Reading this block leaves you knowing the company, its licence and the desk you write to.

The company

Legal nameCasinoly Casino Ltd.

Company numberC-86716 (Malta)

AddressTower Road, Sliema

The licence

RegulatorMalta Gaming Authority

License numberMGA/B2C/569/2007

Written contact

Support e-mail[email protected]

Knowing when a reply lands

Casinoly Casino Reply Times Today

This block helps at the moment you decide which channel to open tonight or any day.

Live chat

Chat hours24 hours a day, 7 days a week

Chat first replyAbout two minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail replyWithin twenty-four hours

Phone

Phone number+64 9 553 6669

Phone waitAbout three minutes

Five Things Settled

Settled Here, No Waiting On A Reply

By the end you will know how each answer is handled and who to approach next.

trustHow long does it take to get a reply overnight in New Zealand?+

Answers arrive in English, German, Finnish and Norwegian around the clock, so a German or Nordic player can write in their own words rather than translate. Quiet hours in New Zealand make no difference to that. Replies come back in the language you used when you first wrote.

trustWhat happens when a dispute cannot be settled with your team?+

The licence sits with the Malta Gaming Authority under MGA/B2C/569/2007. When a dispute runs past our own team, that regulator is the next body to hear it. Casinoly Casino Ltd. has answered to them since 2007.

trustWhy would I need to contact you to close my account?+

Reasons vary, from a change of mind to a personal limit, and none of them need explaining. Ask a chat adviser or send a line to [email protected] and the closure is applied. Loss limits or a cooling-off period can be set first if you would rather pause than leave.

trustWhere do I send documents for a check on my identity?+

Where you have sent documents in, the check usually reaches a decision within 31 hours. Proof of identity, proof of address and payment method confirmation cover nearly every case. A missing corner of a photo or an expired document is what stretches that wait.

trustWhat if I want a copy of everything you hold on me?+

What if I want to see or remove the data you hold on me? Write to [email protected] and describe what you need, whether that is a copy or deletion. Requests are handled under the Malta Gaming Authority rules, with record-keeping duties noted where they apply.

Details that shorten the wait

Set these out first, and the conversation moves straight to the answer.

Your registered e-mail address
Screenshots of the error or bet
Payment method and amount involved
Proof of identity, address and payment method
Times and dates of what happened

Free Services Outside This Site

Gambling problems rarely stay inside one account, so the organisations below work with New Zealanders independently of any casino. They answer on their own terms, and reaching out costs nothing.

Problem Gambling Foundation of New Zealand. Counselling and practical advice for anyone whose betting has started to pull them away from work, family or sleep.

Gambling Helpline New Zealand. A first conversation for people in distress, whether the worry is their own betting or someone else's.

Multi-venue Exclusion Programme. One application that can keep a person out of several venues at once instead of one door at a time.

Full story