Answers In Minutes

Twin Casino Support, Answered In Minutes

Live chat, e-mail and phone reach real people around the clock, every day of the year, with typical replies in minutes.

Chat With Support 18+ only. Terms apply.

Paid out today

318,784 NZ$

2,088 Players online

Licensed since 2008Gaming Control Board Curaçao OGL/2008/4109/584, audited by eCOGRA and Gaming Laboratories International

Fast payoutsAverage withdrawal time 18 minutes, up to NZ$25,000 per transaction, NZ$38M paid weekly

Data protection256-bit TLS encryption securing all transactions and personal information

Three Routes

Choose The Way That Suits Your Question

Each channel explained with its typical reply time, so you pick right first time.

Live Chat: Minutes Not Days

Live chat suits bonus, game and login questions where a quick back and forth helps; the chat window answers in about four minutes, day or night.

Start Chat

Your Paperwork Needs Sending

E-mail suits documents, statements and anything with attachments; write to [email protected] and a reply usually lands in about six hours.

Write To Us

Blocked Now, Fixed In A Minute

Phone suits urgent money or account blocks; call +64 9 551 2881 in NZST and a person typically picks up within one minute.

Call Now

Six Details For Kiwis

Twin Casino Keeps New Zealand Hours

You finish this block knowing the local number, the time zone, the languages and where to turn for gambling help.

Local Contact

Phone+64 9 551 2881

Time ZoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorGaming Control Board Curaçao, OGL/2008/4109/584

Gambling Help

Gambling HelpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Agency Community Services Trust

Escalation Path

When The First Reply Misses The Mark

Use this route when a first answer left your issue unresolved or unclear.

Put Your Version In Writing

Tell support plainly what went wrong, with the date, amount and game involved, so the desk has something concrete to act on.

Ask For The Reasoning

A reply reaches you with the findings; if anything is still unclear, ask for the reasoning rather than a repeat of the answer.

Request A Senior Review

Ask for the matter to move up a level inside Twin Casino, where a senior handler reviews the record and responds again.

Take It To The Regulator

If the internal answer still leaves you unsatisfied, you may refer the complaint to Gaming Control Board Curaçao, the licensing regulator.

Twin Casino Inboxes

One Inbox Instead Of Four Handovers

Twin Casino sorts requests by desk, so your message reaches the team that owns the answer.

Account Desks

General support[email protected]

Verification and documents[email protected]

Money Desks

Deposits and withdrawals[email protected]

Other Desks

Complaints[email protected]

Privacy and data requests[email protected]

Business and partnerships[email protected]

Checking The Small Print

Verifying The Licence Before You Play

Clears up the worry that nobody accountable stands behind the site.

Company

Legal NameTwin Casino N.V.

Company Number602506 (Curaçao)

Registered AddressDr. M.J. Hugenholtzweg, Willemstad

Licence

RegulatorGaming Control Board Curaçao

Licence NumberOGL/2008/4109/584

Written Contact

Support E-mail[email protected]

What Should I Have Ready First?

Pull these up before you reach the desk and the reply comes back faster.

Your registered email address
Twin Casino username on record
Payment card or deposit screenshot
Photo ID, clearly readable
Proof of address dated recently

Seven Rows

Check When A Reply Lands

Settles the worry that nobody is at the other end when you need help.

Live Chat

Chat Hours24/7 support

Chat First Reply4 minutes

Page Time ZoneNZST

E-mail

E-mail Address[email protected]

E-mail Reply6 hours

Phone

Phone Number+64 9 551 2881

Phone Wait1 minute

Worried About Your Gambling?

Trained people outside the casino sector help with gambling problems in New Zealand. The Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand and Multi-Agency Community Services Trust all offer free, confidential support, and Twin Casino keeps their names on this page for anyone who needs them.

Problem Gambling Foundation of New Zealand. Counselling and community programmes for anyone whose betting has started to crowd out the rest of life.

Gambling Helpline New Zealand. A confidential phone and online service for players and for the whanau worried about them.

Multi-Agency Community Services Trust. Face-to-face and group support across communities, including help for families living with a gambling problem.

Five Quick Answers

Less Waiting, More Answers

Read here first when the clock says midnight and your question still needs a person on the line.

trustWhy does the chat still answer me after midnight?+

Because nobody packs up at 5pm in this house. Live chat, e-mail and the New Zealand phone line all run every hour of every day, weekends and public holidays included, on New Zealand time. Expect chat in about four minutes, a call inside one minute, e-mail in around six hours.

trustWhat if I want my personal details sent to me?+

E-mail [email protected] from your registered address and say whether you want a copy or removal. A copy of what the account holds comes back to that same address. Deletion goes ahead once closed accounts and any obligations under our licence allow it, and you hear from us either way.

trustWhere do I look up the licence behind this site?+

The licence sits with Gaming Control Board Curaçao under number OGL/2008/4109/584, held by Twin Casino N.V., company number 602506, at Dr. M.J. Hugenholtzweg, Willemstad. We have traded since 2008. Pay-outs are checked by Gaming Laboratories International, iTech Labs and eCOGRA.

trustWhen should I take a complaint higher than support?+

Give support a fair go first, either in chat or at [email protected], and let us reply properly. A plain answer usually lands well inside the six-hour e-mail window. Still unhappy after that? Ask for the deadlock noted down, then take the matter to Gaming Control Board Curaçao as the licensing regulator.

trustWhat if I can't recall the password, can you just tell me it?+

No, and be wary of anyone who offers. Staff never ask for a password, and a password reset link goes to your registered email address instead. To find your account in the first place, give the full name on it, your date of birth and the email you signed up with.