Write to [email protected] when your question needs paperwork attached, screenshots included or a written record; replies usually land within twelve hours, any day of the week.
Call +64 9 365 1792 (NZST) if you would rather talk it through out loud; someone picks up in roughly one minute, so have your account details near the phone.
Gambling helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, Hapai Te Hauora
Four Steps To A Review
Stay Casino Complaint Process, Step By Step
Removes the worry that a disputed outcome has nowhere to go after the first reply.
Set Out What Happened
Contact support through live chat or [email protected] and describe what happened, ideally with the time, amount and reference of the transaction in question.
Stay Casino Answers In Writing
Expect a written reply that addresses the points you raised; keep that message, as it records what was already offered and when.
A Second Look At The Facts
Ask the agent to pass the case to a manager if the reply leaves the matter unsettled, and a supervisor will look at the same facts again.
Take It To The Regulator
Refer the case to the Malta Gaming Authority if the manager's outcome still does not settle it; the licensing record holds the details you need.
Stay Casino Desks
Send Your Question To The Right Desk
Pick the desk that matches your question and your message skips the handover into the right hands first time.
Take the step of talking to an independent organisation. Gambling Helpline New Zealand, Problem Gambling Foundation of New Zealand and Hapai Te Hauora all help New Zealanders with gambling problems, at no cost and apart from the casino.
Gambling Helpline New Zealand. A national helpline where someone listens and points you to the right free support for your situation.
Problem Gambling Foundation of New Zealand. Counselling and community support built for people whose gambling has started to cause harm.
Hapai Te Hauora. Maori-led wellbeing support that treats gambling harm within a wider picture of health and whanau.
Read this first when a support question is sitting unanswered and you want the short version.
trustWhat happens when I contact support at 2am on a Sunday?+
Pick any channel at any hour, including weekends and public holidays. Live chat and the phone line both connect you to a person in about one minute, and written messages get a reply within twelve hours typically. Nothing closes overnight in New Zealand time.
trustHow long does closing my account actually take?+
Ask support to close it and it is actioned on the spot; live chat is quickest for this. Confirm the request in a short email to [email protected] so the record exists. Expect one account per person, and duplicates get shut down.
trustCan I write to you in German instead of English?+
Route your message in English, German, Finnish or Norwegian and an adviser answers in that same language. English covers all hours, since the desk runs around the clock in NZST. Say your language plainly in the first line of an email.
trustWhy did nobody resolve my issue the first time?+
Escalate to [email protected], describing what was said and when. A senior reviewer takes it from there, and you keep the original thread as evidence. Still unresolved? The Malta Gaming Authority, our licensing regulator, is your next step.
trustWhat if I want a copy of everything you hold on me?+
Send a request to [email protected] and you will receive a copy of what is held about you, or have it deleted where the law allows. Allow time for identity checks, because nobody else may pull your record. Some of it stays for legal reasons.
trustWhat if I cannot log in and cannot remember my details?+
Give your full name, date of birth, registered email address and the last four digits of a payment method. Advisers never ask for your password, so treat any such request as suspicious. Verification queries go to [email protected].
trustWhat happens when my documents are still being checked?+
Allow up to fourteen hours once your photo identification, proof of address and card image are all in. Most pass sooner, and [email protected] chases anything outstanding. Until it clears, withdrawals wait, so send documents early rather than at payout time.
Answer Times
Stay Casino Hours And Reply Times
After reading it you will know which channel answers soonest at the hour you are contacting us.