Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Agency Community Services Trust
Complaint route
What if the answer falls short?
Open this when a reply has landed but the outcome still feels wrong to you.
One message, not five
On the contact page, [email protected] handles disputes. Put the date, the game and the amount in one message so whoever reads it sees the whole picture.
Case number and thread
The reply lands in the same inbox with a case number attached. Quote that number in later messages to keep the thread in one place.
Escalate with the same desk
If the reply misses the mark, ask that same desk for a review and name the part still unresolved. From there the case moves up to a supervisor.
The Malta Gaming Authority
Only after that final answer does the Malta Gaming Authority come into play, licence MGA/B2C/942/2006. Send the full trail with the case number.
Five addresses
Skip the general inbox and save a day
Each address below goes straight to the team that owns the task, which keeps answers quick.
Gather the five items below before you open a chat or write an e-mail.
Your login e-mail, never your password
The date and time of the issue
A screenshot of the screen you saw
The amount and payment method
Photo ID, ready for verification
Six questions
Which support answers cover your case?
Useful when the first reply raised a new question and you want a straight answer now.
trustCan I check who licenses Snatch Casino in New Zealand?+
Snatch Casino Ltd. holds a licence from the Malta Gaming Authority, number MGA/B2C/942/2006, and has traded since 2006. Licensing sits with Malta, not with a New Zealand authority, so the MGA is the regulator your complaint would reach.
trustWhat happens when I want a copy of my data?+
Send the request to [email protected] and the team confirms what is held on you. Deletion follows once legal and anti-money-laundering retention periods allow it. Identity is confirmed first, so include your account email.
trustWhat if my account verification takes longer than a day?+
Verification typically clears in eighteen hours once photo ID, proof of address and a payment card image are in. Delays come from blurred scans or mismatched names. Reply to the verification email with clearer copies and the review restarts.
trustWhat happens if the reply I received leaves me unsatisfied?+
Ask for the reply to be escalated and the complaints team at [email protected] reviews the thread. Written reasons follow, and if the outcome still misses, the file and MGA/B2C/942/2006 reference go to the Malta Gaming Authority.
trustWhy would I close my account rather than take a break?+
A cooling-off period keeps the account open but blocks play for the chosen span, while closure ends the relationship for good. Write to [email protected] from your registration email. Any balance is settled to you first.
trustWhy do some players get help in Polish or Finnish?+
Support answers in English, Finnish, German, Norwegian and Polish, so a name or a document question can be handled in a first language. Ask in the language you prefer and the right agent picks it up. Times may shift slightly outside English.
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