Three ways through

You need a person at Castle Casino

Live chat, e-mail and a local Auckland number answer around the clock, every day of the year, in English.

Talk to support Licensed and audited since 2017

Paid out today

541,330 NZ$

7,693 Players in the courtyard

Gaming Control Board Curaçao OGL/2017/7964/626, audited by QUINEL and SIQ

Average payout in 9 minutes, up to NZ$31,000 per transaction

256-bit AES encryption across all transactions and personal information

Independently tested · Audited every quarter

Which door should I knock on?

The moment a bonus, a deposit or a lockout needs a human answer, choose one of these three routes.

Before you close the tab, chat

Best for a stuck deposit or a game that will not load; a chat agent typically replies within one minute, at any hour, every day of the year.

Start chat

Need it in writing?

Best for documents, statements and anything you want in writing; write to [email protected] and a reply typically lands within two hours.

Write now

Sleepless and stuck, call instead

Best when you would rather talk it through; call +64 9 249 9095 (NZST) and a person usually picks up within two minutes, day or night.

Call support

Support that speaks your language

Support for New Zealand players

Use this when you want to know who answers, in what language and under whose eye.

How to reach

New Zealand phone+64 9 249 9095

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who supervises

Regulator and licenceGaming Control Board Curaçao, OGL/2017/7964/626

Where to get help

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

Where do I turn if gambling starts to hurt?

Some evenings the game stops being fun. Three New Zealand organisations exist for exactly that moment, and none of them sits inside a casino or answers to one.

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

The Problem Gambling Foundation. Counselling and practical support for players and families, delivered by people trained in gambling harm.

Multi-Venue Exclusion Programme. One voluntary step that keeps a person out of every participating venue in a region, not just one.

Straight to the right desk

Which address do I use?

By the end of this table you will know exactly which address handles your question.

Your account

General support[email protected]

Verification documents[email protected]

Payments

Deposits and withdrawals[email protected]

Other matters

Complaints[email protected]

Privacy and data[email protected]

Business enquiries[email protected]

Castle Casino hours

Check how long a reply takes

At three in the morning, someone is still on the other end of every channel we run.

Live chat

Chat is open24/7 support available

Chat first reply1 minute typically

All times shown inNZST

E-mail

E-mail address[email protected]

E-mail reply2 hours typically

Phone

Phone number+64 9 249 9095

Phone waiting time2 minutes typically

Independently tested · Audited every quarter

Take a complaint higher, step by step

By the end of this block you will know where a complaint goes and when it leaves the casino.

Castle Casino first step

Start where the question started: describe the issue to the support team and keep the reference number they give you. Most disputes settle at this point.

What was left unanswered?

Give the reply a fair hearing. If the answer misses the point, ask for it in writing and say plainly what outcome you expected.

Castle Casino senior review

Should the matter stay open, ask for it to go to a senior staff member, quoting your reference and any written reply you already hold.

Send it to the regulator

When the casino has had its say and you still disagree, you may raise the matter with Gaming Control Board Curaçao, the regulator that licenses this operator.

Answers before waiting

Short questions, settled answers

When your first message is already sent and you want the rules in front of you.

trustHow long does verification take on Castle Casino?+

Once your photo ID, proof of address and payment card image arrive, checks usually finish inside 71 hours. Count from the moment the last document lands, not the first. A file that is incomplete simply waits.

trustWhere do I go if the reply does not satisfy me?+

Reply to the same thread and ask for the matter to be escalated, since a second agent can reopen it. If the outcome still misses, [email protected] goes to the complaints team. Unresolved complaints then go to Gaming Control Board Curaçao.

trustCan I see which licence Castle Casino operates under?+

Licence OGL/2017/7964/626 was issued by the Gaming Control Board Curaçao. Castle Casino N.V. is registered there as company 735976. Both details sit in the footer of every page here.

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

A closure request stops play immediately and the balance is returned to you. Verification records are kept for the period the regulator requires. Only one account per player is allowed, so any duplicate is closed.

trustWhere do I ask for a copy or deletion of my data?+

[email protected] handles both requests. A copy normally follows once identity is confirmed, and deletion is honoured except for records the licence obliges us to keep. Reach out from your registered email address.

Before you send anything

Castle Casino is run by Castle Casino N.V.

By the end of the table you will know exactly who is answerable for your account.

Company

Legal nameCastle Casino N.V.

Company number735976 (Curaçao)

Registered addressDr. M.J. Hugenholtzweg, Willemstad

License

RegulatorGaming Control Board Curaçao

License numberOGL/2017/7964/626

Written contact

Support e-mail[email protected]

What should I have to hand?

Pulling these together now means one thorough reply instead of a slow back-and-forth.

Your registered e-mail address
Any verification e-mail you received
The payment method you used
Dates and amounts of the payment
A screenshot of the error message