You need an answer now

Jackpot Casino answers every question, day and night

Reach our team by live chat, e-mail or phone any hour, because support runs 24 hours a day, 7 days a week.

Reach support now Regulated and fair

Paid today

525,165 NZ$

5,043 Playing now

MGA/B2C/516/2017 — full regulatory oversight since 2017, with independent game testing by Gaming Laboratories International and BMM Testlabs

Average withdrawal in 19 minutes, up to NZ$71,000 per transaction — NZ$50M paid weekly to 406,000+ players

256-bit AES encryption on all transactions and personal data, with secure storage under Malta's data protection framework

Pick a channel

Live chat, e-mail and phone routes

Compare the three routes, their typical waiting times and the questions each one handles best.

Jackpot Casino live chat

Choose live chat when the question is urgent and you are already signed in; a person usually replies in about three minutes, at any hour of the day or night.

Start chat

Send your case in writing

Send the details to [email protected] when you need documents or screenshots read closely; a written reply normally arrives within twelve hours, and it keeps your record of the exchange.

Write e-mail

A voice on the line

Ring +64 9 114 2170 (NZST) if talking is easier than typing, especially about a payment that went wrong; calls are typically answered in about one minute.

Call us

It is late where you are

Is support open in New Zealand time?

Use this block when you want to know who is behind the site and when New Zealanders can reach a person.

How to reach us

New Zealand phone+64 9 114 2170

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who supervises us

Supervisory authorityMalta Gaming Authority, MGA/B2C/516/2017

Where to get help

Gambling helpThe Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme

Details that speed the answer

Line up the following in one place before you open chat or write in, then copy only what applies.

Registered e-mail address on the account
Photo identification, front and back
Proof of address dated within three months
Payment method confirmation, such as a card photo
Reference number for the payment in question

Six department addresses

Which address fits your question?

Match your question to the right inbox so it reaches the team that can act on it.

Account matters

General support and how-to questions[email protected]

Document verification and checks[email protected]

Payment matters

Deposits and withdrawals[email protected]

Other matters

Complaints and escalated cases[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Knowing when to expect a reply

From sent to answered: typical waits

This clears up the worry that nobody is watching the clock while you sit waiting for a reply.

Live chat

Chat opening hours24 hours a day, 7 days a week

First chat reply3 minutes

Hours shown inNZST

E-mail

E-mail address[email protected]

E-mail reply12 hours

Phone

Phone number+64 9 114 2170

Phone waiting time1 minute

Mid-queue moment

Your doubts, closed off here

Removes the worry that nobody verifies documents, answers in your language, or takes a complaint seriously.

trustHow long does Jackpot Casino take to verify my documents?+

Allow up to fourteen hours after you send your photo identification, proof of address and payment method confirmation. Most checks finish sooner, and support emails you the moment your account clears. Until then, withdrawals stay parked rather than lost.

trustWhat if I want to check the licence behind this casino?+

Malta Gaming Authority issues the gaming licence to Jackpot Casino Ltd. under MGA/B2C/516/2017, and the company is registered as C-31893 in Malta. That regulator supervises player protection and fair play on this site.

trustWhat if I write in a language other than English?+

Support writes back in English, German, Finnish and Norwegian, so a New Zealand player is never stuck in a language that is not theirs. Ask in whichever of the four suits you, and the reply arrives in that same language.

trustDo I need to go straight to the regulator with a complaint?+

Do ask for the answer to be escalated before you go elsewhere: a supervisor reviews the exchange and replies in writing. Should that still leave you short, send the whole trail to the Malta Gaming Authority as the licensing regulator. Complaints reach the casino first at [email protected].

trustWhen does my account actually stop working after I close it?+

When you close your account, ask through live chat or email and state whether you want a break or a permanent close. Your remaining balance is paid out to your payment method, and the account stops accepting deposits once support confirms the closure.

Four steps to a resolution

A clear path from first message to regulator

Follow this ladder and you always know who is holding your complaint and what comes next.

Jackpot Casino reads the details first

Write to [email protected] with what happened, when it happened, any reference numbers and the outcome you are after. Keep the reply in case you need it later.

The twelve-hour answer

An agent reviews the facts and answers within about 12 hours on e-mail. If the answer leaves something unresolved, say so in the same thread rather than opening a new one.

Can a supervisor look again?

Ask the agent to pass the case to a senior handler when the reply does not settle it. Escalation stays inside the casino, and you get a decision in writing rather than a verbal promise.

Jackpot Casino keeps records you can use

Take the matter to the Malta Gaming Authority if the internal decision still falls short. The licence number MGA/B2C/516/2017 and the casino's replies travel with your complaint, so keep both on file.

Checking the company before you play

A licensed operator you can trace

This settles the question of who holds your money and which authority stands behind the licence.

Company

Legal nameJackpot Casino Ltd.

Company numberC-31893 (Malta)

AddressTower Road, Birkirkara

Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/516/2017

Written contact

E-mail[email protected]