The worry that a simple check, wait or question will cost you days is answered here.
accountDo I need to verify my documents before I can withdraw?+
Once your photo ID, proof of address and payment method screenshot are in, checks usually finish inside thirty-one hours. Send all three together so nothing sits half-done. You stay signed in normally while the review runs.
accountWhen is support open, and how long do I wait at night?+
Help is there every hour of every day, weekends and public holidays included. Your night is covered too, because the team works on New Zealand time. A reply to live chat or phone typically lands in about two minutes.
accountCan I confirm my account without giving out my password?+
A quick identity check is enough for us to open your file, so your password stays yours and nobody here asks for it. Your registered email address, full name and date of birth are all the team needs. If a change is needed, they guide you through it inside your own account.
accountWhat if I write in English and want another language?+
Four languages are spoken: English, German, Finnish and Norwegian. Say which one you prefer at the start of the conversation and the right person picks it up. New Zealand players are served in English throughout.
accountCan I take an answer I disagree with further?+
Ask the team to look again and set out what you expected, then escalate to
[email protected] if the reply misses it. Unresolved cases can go to the Gaming Control Board Curaçao, the regulator behind our licence OGL/2015/9228/293.
accountWhere do I ask for my personal data to be copied or removed?+
Write to
[email protected] with the request and we handle it there. A copy of what is held about you, or deletion of what the licence lets us remove, is arranged. Confirm it is your account so nobody else's details cross over.
accountWhen does my account close after I ask?+
A request closes your account, and you can send it through live chat,
[email protected] or the phone line. Any balance still sitting there is settled first, so clear withdrawals before the door shuts. Confirmation follows once the file is closed.