Need a hand right now

Stuck mid-game? Reach Win Casino support

Reach Win Casino support by live chat, e-mail or phone, with someone on hand 24 hours a day, 7 days a week.

Contact support Licensed in Curaçao since 2017

Paid today

676,290 NZ$

2,472 Playing now

Licensed operatorGaming Control Board Curaçao OGL/2017/2705/180

Fast withdrawalsAverage 5 minutes, up to NZ$78,000 per transaction

Data protection256-bit AES encryption, eCOGRA certified

You need someone now

Your question, answered on the right line

Puts paid to the worry that nobody is there at 3am.

Live chat desk

Best for anything urgent while you play, like a stuck withdrawal or a bet you cannot see; a person typically replies inside one minute, any hour.

Start chat

Sending documents for checks

Best for documents and anything needing a record you can keep; messages sent to [email protected] usually get an answer within four hours.

Write now

Can I speak to someone?

Best when talking it through is quicker; call +64 9 764 5296 (NZST) and expect a voice in roughly three minutes.

Call us

Playing from NZ

Local lines, local hours, local help

Settles how to reach us from New Zealand and who watches over the site.

Reach us

NZ phone+64 9 764 5296

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorGaming Control Board Curaçao, OGL/2017/2705/180

Help

Free helpProblem Gambling Foundation of New Zealand, Gambling Helpline, Gamblers Anonymous New Zealand

Answer falls short

When the first answer misses

Worried a complaint goes nowhere? Each step below names where it lands and who picks it up.

What details first?

Describe the issue to support with dates, amounts and any reference numbers, so the team can locate your account activity without asking twice.

Give the reply a careful read

Read the reply carefully: support answers within four hours by e-mail, and the response should name what was found and what happens next.

Win Casino senior review

Ask Win Casino support to escalate the case to a senior team member when the reply leaves your question open, and give them the reason in one line.

Still unanswered after escalation

Take the case to Gaming Control Board Curaçao, the regulator named on our licence, if no resolution arrives, and include your earlier correspondence with support.

Six addresses

Win Casino addresses by department

Leaves you with the exact address for your issue, so it lands with the right team.

Your account

General support[email protected]

Verification and documents[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]

Privacy and data[email protected]

Business and partnerships[email protected]

Beyond gambling: what changes when you reach out

Money worries and sleepless nights over betting deserve more than a chat window. These independent New Zealand organisations work outside the casino trade, offer confidential help, and set their own advice for anyone in New Zealand who wants it.

Problem Gambling Foundation of New Zealand. Confidential counselling, online tools and local support groups for anyone affected by their own or a family member's gambling.

Gambling Helpline. A free national helpline for gamblers and whanau, staffed by trained counsellors who can arrange face-to-face sessions.

Gamblers Anonymous New Zealand. Peer-led meetings across New Zealand where members share experience and a step-by-step programme for staying stopped.

Less back-and-forth, one message

Line these up before you make contact and the first reply usually settles it.

Account email address
Your player ID or username
Payment reference or transaction date
Screenshot of the issue
Which game or page it happened on

Six details

Licence, company and address

This block settles who runs the casino and which licence stands behind your account.

The company

Legal nameWin Casino N.V.

Company number608108 (Curaçao)

AddressSchottegatweg Oost, Willemstad

The licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2017/2705/180

Written contact

Support e-mail[email protected]

Plain answers

Win Casino answers the usual ones

Win Casino staffs its desks around the clock in New Zealand time, so nobody waits until Monday.

trustCan I get help at night or at the weekend?+

Staffed desks run twenty-four hours a day, seven days a week, in New Zealand time. Chat and phone cover the small hours, and e-mail sent at midnight is worked through in the morning queue.

trustWhy would I ask for a copy of my data?+

Privacy questions belong with the privacy inbox, which handles copies and erasure requests. Ask for either and the team confirms what is held on you, then replies once any checks are complete.

trustWhat happens when I check the licence behind this site?+

Gaming Control Board Curaçao licenses the operator under OGL/2017/2705/180. That board supervises the Curaçao operation of Win Casino N.V., company number 608108, based at Schottegatweg Oost, Willemstad.

trustCan I take a problem further than the first reply?+

Escalate to the complaints inbox if a reply does not settle matters, and give the earlier reference. Nothing resolved after that may go to the Gaming Control Board Curaçao, the licensing regulator.

trustHow long until my documents are checked?+

Allow up to fifty-seven hours for checking once the full set arrives. Sending clear photos of all three items at the same time keeps it at the shorter end.

trustWhat happens if I ring without my password?+

Advisers identify you from your registered e-mail address and a few account details, never from the password. Keep the password to yourself, since no genuine staff member will ever ask for it.

trustCan I write to support in German or Finnish?+

English, German, Finnish and Norwegian are all worked in by the team. Answer comes back in the language you wrote in, so pick whichever you explain a problem best in.

Answer times

Typical reply speeds, channel by channel

Nobody likes guessing how long a reply takes, so every channel below shows its usual speed.

Live chat

Chat hoursAvailable 24 hours a day, 7 days a week

Chat first replyOne minute

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail replyFour hours

Phone

Phone number+64 9 764 5296

Phone waiting timeThree minutes