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Casino Mate contact: pick your line

Talk to support around the clock by live chat, e-mail or phone, and someone replies within minutes.

Start a chat 18+ only. Terms apply.

Paid out today

385,570 NZ$

8,397 Playing now

ALSI-488205 via Anjouan Offshore Finance Authority. Certified by iTech Labs, SIQ, QUINEL.

Average withdrawal processed in 19 minutes. NZ$147M paid monthly.

256-bit SSL encryption. eCOGRA dispute resolution.

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Need an answer fast? Pick a line

Casino Mate keeps every line staffed, so you pick the pace you want.

Stuck mid-spin

Best for a quick answer on a login or a bonus question, and chat answers in about four minutes, day or night.

Start chat

A written answer you keep

Best for documents, statements and anything you want in writing, and a reply lands in about two hours at [email protected].

Write to us

Payment line

Best for a payment that has gone wrong, and you reach a person on +64 9 192 7990 (NZST) in about five minutes.

Call support

Local support

Check what New Zealand players get

No one here is left guessing about hours, language or who supervises the site.

Reaching us

NZ phone+64 9 192 7990

Time zoneNZST

LanguagesEnglish, German, French, Spanish

E-mail[email protected]

Supervision

RegulatorAnjouan Offshore Finance Authority, ALSI-488205

Help

Gambling helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, Gamblers Anonymous New Zealand

Have these five details ready for a faster reply

Gather these before you open a chat or start an e-mail.

Your registered email address
Your account username or reference
Screenshots of the issue
Payment receipt or transaction reference
Clear ID and address documents

6 inboxes

Casino Mate has a desk for each job

Casino Mate sorts the inboxes by job, so your message reaches the people who act on it.

Account

General support[email protected]

Verification and documents[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]

Data and privacy[email protected]

Business and partnerships[email protected]

Six Details

Not an anonymous site, but a named company

Casino Mate publishes its operator details plainly, so nobody has to guess who stands behind the account.

The company

Legal nameCasino Mate LLC

Company number928015 (Anjouan)

AddressBandar Salaam, Mutsamudu

The licence

RegulatorAnjouan Offshore Finance Authority

Licence numberALSI-488205

Written contact

Support e-mail[email protected]

Taking It Higher

A plain reply first, a formal review after that

Casino Mate treats a complaint as a route with fixed stops, not a grudge held in a chat window.

Casino Mate needs it in writing

Write to [email protected] and describe what happened, with the dates, amounts and any screenshots you already gathered. A written record starts the process and keeps every later step on the same facts.

Waiting on a considered answer

Expect a considered answer rather than a quick line, because the team reads the whole thread before replying. If something is missing they will ask once, clearly, instead of trading messages.

A second pair of eyes

Ask for the matter to be reviewed by a manager when the first answer leaves the point unanswered. A manager looks at the file again and gives you the reasoning in writing.

From our desk to theirs

Take the case to the Anjouan Offshore Finance Authority if the internal route ends without a resolution. Your file and its reference number travel with you, so the regulator sees the same picture.

Independent help for gambling harm

Free, confidential help exists outside Casino Mate. Gambling Helpline New Zealand, the Problem Gambling Foundation of New Zealand and Gamblers Anonymous New Zealand support people across the country who want to cut back, pause their play or stop completely.

Gambling Helpline New Zealand. A free, confidential line you can call to talk through gambling harm and plan your next step.

Problem Gambling Foundation of New Zealand. Counselling, community support and practical advice for anyone worried about their betting.

Gamblers Anonymous New Zealand. Peer meetings where people share their experience and keep each other on track.

Learn More

Still working it out?

Ask once, stop guessing

Settle how licensing, verification and out-of-hours help work before you call, e-mail or open chat.

trustHow long has Casino Mate held its licence?+

Casino Mate LLC holds licence ALSI-488205 from the Anjouan Offshore Finance Authority in the Comoros. That licence has been in place since the brand opened in 2006, and it sits behind every game, payment and account term you see here.

trustWhat if the answer I get does not fix it?+

Put your account detail and the outcome you expected into an e-mail to [email protected]. A manager rechecks the file and replies with a decision. Should that reply still leave you short, you can take the matter to the Anjouan Offshore Finance Authority.

trustWhere do I close my account for good?+

Head to the account settings section of your profile and choose the closure option; live chat staff can also start it for you. Send nothing until any pending withdrawal has cleared, because closure ends your access to the cashier too.

trustDo I need to speak English to get help?+

Casino Mate support handles conversations in English, German, French and Spanish. Everyday chat about a deposit or a bonus runs in English, while German, French or Spanish get you a clearer exchange on anything subtle in your own words.

trustDo I need to wait long for verification to clear?+

Set aside around 66 hours for checks to finish after your documents land. Proof of identity, proof of address and payment method confirmation speed the file along, and the verification desk e-mails you the moment the account is cleared.

trustWhat happens when support needs to find my account?+

Expect a request for your full name, date of birth, registered e-mail address and the last four digits of your payment card. Staff never ask for your password, and you should close the chat at once if anyone does.

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

Reach a person at any hour: live chat, e-mail and phone all run around the clock, New Zealand time included. Replies typically land within four minutes on chat, two hours by e-mail and five minutes on the phone.

Casino Mate Hours

Open all day, measured by the minute

Casino Mate staffs every channel around the clock, so you never wait for opening hours in New Zealand.

Live chat

Chat hoursAvailable around the clock

Chat first replyFour minutes typical

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail replyTwo hours typical

Phone

Phone number+64 9 192 7990

Phone waitFive minutes typical