Six short answers cover the questions that hold most New Zealand players up.
trustWhy do you need my details before you look at my account?+
Your registered email address is enough for us to pull up the account, so there is no password to hand over at any point. Name, date of birth and the last few digits of your payment card confirm it is you. Support never asks for a password, and any message doing so is not from us.
trustCan I shut my account down for good?+
Send the request from your registered email address to
[email protected] and the account is closed rather than frozen. Any remaining balance is returned to your original payment method first. One account per person stays the rule, so opening a second one later is not possible.
trustWhat happens once I upload my documents for checking?+
A photo identification, a proof of address and an image of the payment card start the check, and the usual wait is eighteen hours. You hear back by email either way. Until it clears, withdrawals stay parked, so send the three items together to save a round trip.
trustWhat if my problem lands at midnight on a Saturday?+
Live chat and the phone line run around the clock, so a Saturday night in New Zealand still reaches a person. Nights and weekends are quieter, and replies usually land within five minutes. Email waits until someone reads it, but four hours is the typical turnaround.
trustWhy does the reply switch language partway through?+
Support answers in English, French, German and Norwegian, and the agent reaching you may work from a different desk. English is always available, so you can ask to stay in it. Naming your preferred language in the first message keeps the thread consistent.
trustDo I need a reason to see what you hold about me?+
No reason is needed; a request for your personal data goes to
[email protected] and is handled under Maltese data rules. Ask for a copy, a correction or full deletion and you get a reply with what was done. Deletion does not undo records we must keep under gambling law.