Need help right now

Winbig Casino contact: reach a real person

Reach Winbig Casino support by live chat, e-mail or phone, any hour of the day or night, every day.

Get in touch Licensed MGA/B2C/619/2016

Paid out today

770,310 NZ$

6,864 Players in the lounge

Malta Gaming Authority (MGA/B2C/619/2016) and eCOGRA certified since 2016

Average payout processed in 9 minutes, up to NZ$71,000 per transaction

256-bit AES encryption across all sessions and payment methods

Independently tested, transparently certified

How would you like to reach us?

Every route reaches the same New Zealand team, 24/7, without a script.

Faster than waiting

Best for quick questions and anything urgent: a real agent joins in about 1 minute, day or night, straight from the site.

Start chat

A written answer you keep

Best for documents and anything that needs a paper trail; write to [email protected] and expect a reply in about 8 hours.

Write

Ring us, don't queue

Best for payments and account security; call +64 9 565 1947 (NZST) and a person answers in about 5 minutes.

Call

Playing from New Zealand

Reach us from anywhere in New Zealand

Same New Zealand team, same plain answers, whatever hour you play.

Reach us

Local phone+64 9 565 1947

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Who supervises

RegulatorMalta Gaming Authority, MGA/B2C/619/2016

Get help

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

Independently tested, transparently certified

Take it further, step by step

Many players fear a complaint vanishes into a queue, so here is each step and where it ends.

Winbig Casino case tracking

Tell support what happened, in order, and keep the reference they give you. That reference is how the desk tracks your case from the first message.

Reply with a reason

A reply arrives within the usual response time, with the reason behind the decision. If the answer leaves a question open, say so plainly in the same thread.

Ask for a second look

Ask for the matter to go higher when the reply still misses the point. A senior colleague reviews the thread and the records behind it.

Can I go to the regulator?

Should the internal route close without a fair result, send the case to the Malta Gaming Authority, the regulator named below. Their decision stands apart from ours.

Skip the wrong queue

Straight to the team that answers it

After reading this you will have sent your question to the desk that actually handles it.

Your account

Support, general questions[email protected]

Verification, document checks[email protected]

Your money

Payments, deposits and withdrawals[email protected]

Other matters

Complaints, raised with us first[email protected]

Privacy, personal data requests[email protected]

Business, partnerships and media[email protected]

Fewer messages, faster fix

Line up these five details and the first reply can often settle the matter.

Your registered email address
Account number or player ID
Payment reference for the transaction
Screenshot of the screen with the issue
Short timeline of what happened

Seven timings

When will someone answer?

After this table you will know which channel answers first and how long each one takes.

Live chat

Chat hoursAvailable 24/7

Chat first reply1 minute

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply8 hours

Phone

Phone number+64 9 565 1947

Phone waiting time5 minutes

Support answers

Winbig Casino answers in brief

Quick answers on closing, hours, ID checks, licensing, your data and verification.

trustHow long does closing my Winbig account take?+

Closing your account can be done at any time. Write to [email protected] from your registered address and the team will action it. Any balance is returned to your chosen payment method before the account shuts.

trustWhat if I need help late on a Sunday night?+

Live chat and phone run right around the clock, and so does email. Someone answers on weekends and overnight, which suits New Zealand hours. Expect a chat reply in about one minute, a phone answer in roughly five minutes and an email within eight hours.

trustCan I get help without telling you my password?+

No password is ever needed to locate your account. Confirming your full name, date of birth and registered email is enough for the team to pull up your record. Passwords stay private to you, so nobody at support will ask for one.

trustCan I check which regulator licenses you?+

Every player here sits under the Malta Gaming Authority. The licence held by Winbig Casino Ltd. is MGA/B2C/619/2016, issued back in 2016. That regulator oversees how accounts, payments and complaints are handled.

trustWhy should I email privacy instead of support?+

You have the right to see or remove the personal data held about you. Send a request to [email protected] and the team will confirm what is stored or start deletion. This is handled under the same encryption that protects every account.

trustWhen will my verification finish and unlock payouts?+

Checks usually wrap up within 52 hours once documents are in. Photo ID, proof of address and a card image are what the team requires. Sending clear copies up front keeps that timeframe tight.

Six details

A licensed operator you can name

Useful the moment you want to know which company holds your money and who licenses it.

Company

Legal nameWinbig Casino Ltd.

Company numberC-65063 (Malta)

AddressTower Road, Sliema

License

RegulatorMalta Gaming Authority

License numberMGA/B2C/619/2016

Written contact

E-mail[email protected]

Free help that sits outside the casino

Organisations independent of Winbig Casino give free, confidential help with gambling problems to anyone in New Zealand. They set their own hours, answer questions about money, family and stress, and you reach them directly rather than through us.

Gambling Helpline New Zealand. A free, confidential phone line for anyone in New Zealand worried about their own or somebody else's gambling, day or night.

The Problem Gambling Foundation of New Zealand. Counselling and public education across the country, with one-to-one and family sessions for people affected by gambling harm.

Multi-Venue Exclusion Programme. A way for venues and their patrons to bar a person from specified gambling venues, arranged with local support workers.