Reach a person

Contact Twin Casino support now

Reach Twin Casino support by live chat, e-mail or phone, and someone answers around the clock, every day of the week.

Get in touch Verified by eCOGRA

Paid today

387,112 NZ$

7,893 Playing now

Licensed and regulated under MGA/B2C/227/2016, audited by GLI and eCOGRA.

Average payout time of 4 minutes, with NZ$24M processed every week.

Your data and funds secured with 256-bit AES encryption and SIQ certification.

Answers without delay

Pick the channel that suits you

At Twin Casino we keep every route short and staffed, so help never waits long.

You need help right now

Live chat runs on the site and suits quick questions and small fixes; a typical reply lands in about 2 minutes, any hour you happen to be awake.

Start chat

Where do I send proof?

E-mail suits details and documents; write to [email protected] and a reply usually arrives within 4 hours, whenever you send it across the day.

Write to us

From talking to sorted

Phone works best for anything urgent or tangled; call +64 9 297 4250 (NZST) and someone typically picks up within 5 minutes, day or night.

Call us

The moment you need local help

How do New Zealand players reach you?

By the end you will know exactly how to reach Twin Casino support from New Zealand.

Getting in touch

New Zealand phone+64 9 297 4250

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who watches over us

RegulatorMalta Gaming Authority, MGA/B2C/227/2016

Where to find help

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

The moment you sit down to write

Sending these five with your first message usually settles the question in one round.

Your registered email address
Your account number or player ID
A screenshot of the screen in question
The date and time it happened
Deposit or payout reference, if money is involved

The moment you pick a queue

One address per department

This removes the worry that your message lands in a queue where nobody can act on it.

Account desks

General support[email protected]

Document verification[email protected]

Money desks

Deposits and withdrawals[email protected]

Other desks

Complaints[email protected]

Privacy requests[email protected]

Business and partnerships[email protected]

Paperwork you can verify

Company, licence and written contact

Players who check the licence first stop wondering whether the site will still be there later.

The company

Legal nameTwin Casino Ltd.

Company numberC-16539 (Malta)

Registered addressSpinola Road, Msida

The licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/227/2016

Written contact

Support e-mail[email protected]

Six timings, one zone

How long until a person replies?

Nobody likes sending a message into silence, so here is the wait on each channel.

Live chat

Chat openAround the clock

Chat first reply2 minutes

All hours shown inNZST

E-mail

E-mail address[email protected]

E-mail reply4 hours

Phone

NZ phone+64 9 297 4250

Phone wait5 minutes

Answers while you wait

Quick answers on accounts, hours and help

That nobody will tell you which desk to use, or when a reply actually lands.

trustWhat happens once I ask for my account to be closed?+

Once your request reaches the desk, the account is shut and you stop receiving anything from us. Use the same e-mail address you registered with, and a written confirmation follows. Any balance left sits with you, not with the house.

trustWhere does Twin Casino hold its gaming licence?+

Twin Casino Ltd. runs on a licence from the Malta Gaming Authority, number MGA/B2C/227/2016, and the company is registered in Malta as C-16539. Spinola Road in Msida is the registered address. Every term on this page follows from that licence.

trustHow long before somebody answers me at night?+

Support hours never close, so at three in the morning and on a Sunday you still reach a person. Typical waits sit near two minutes on live chat and five on the phone, while e-mail replies usually arrive inside four hours. Times here are New Zealand time.

trustWhat if the answer I get does not settle it?+

If the first reply leaves you unsatisfied, write to [email protected] and set out what happened, with dates and any reference numbers. A manager reviews the case and answers in writing. Should that still not settle it, you can take the matter to the Malta Gaming Authority.

trustWhy does checking my documents take a day or two?+

Checks normally finish within 49 hours of the documents arriving. Photo identification, proof of address and a payment card image are what we ask for, sent in one go to avoid a second round. Clear photographs cut the wait more than anything else you can do.

A route past the dead end

The evening an answer fell short

Use these steps when a reply has not settled the matter and you want it looked at again.

What started it, in detail?

Tell the support team what went wrong, in your own words, with dates and references. Keep the reply you get, because it begins the written record.

A reference changes everything

Ask the agent to log the matter as a formal complaint and give you the reference. A named handler then answers within the stated reply time.

Escalation by reply

Should the reply still miss the mark, reply to the same thread and request a review by a senior member of the team. Quote your reference each time.

The last step outward

Once internal options are spent, you may take the matter to the Malta Gaming Authority. Twin Casino supplies the correspondence it holds to support that review.