Gambling helpProblem Gambling Foundation of New Zealand
Escalation path
What if the answer you got does not settle it?
Most players fear a complaint disappears into a queue, so each step below leaves a written trace.
Written complaint with dates
Once a chat answer leaves you worse off, send the full story to [email protected] with your account e-mail, dates and any screenshots attached.
Where is my reference?
Within a day you receive a reference number, and the same reference follows every later message, so nothing has to be explained twice.
Ask for a senior review
Should the first reply miss the point, ask for a senior review in the same thread and quote the reference again for the escalated case.
Who reviews it after Malta?
With the internal route exhausted, the Malta Gaming Authority, which licenses Royal Casino under MGA/B2C/991/2006, accepts the dispute and your reference.
No wrong queue
Department addresses, end of the runaround
One look here and you know which inbox takes your issue, without a single handoff.
By six o'clock each evening, most questions here have already been settled by one clear reply.
trustHow long does a data request take to answer?+
Once you send a request to [email protected], the privacy team replies within twenty-four hours and confirms what it holds about you. Copies arrive after that confirmation, and deletion follows where Maltese law allows it. Nothing is erased while a withdrawal or check is still open.
trustWhen was the licence granted and by whom?+
Royal Casino Ltd. trades under licence MGA/B2C/991/2006, granted by the Malta Gaming Authority. That number appears in the page footer and on every statement you receive. Mentioning it when you write in helps the team find your file quickly.
trustDo I need to give my password to support?+
Your registered email address is enough for the team to open your file, and a short description of the problem speeds things up. Support never asks for your password, so treat any request for one as a warning sign. Have the date and amount of the payment ready if money is involved.
trustHow long until my documents are approved?+
Documents sent through [email protected] are usually checked within six hours. Clear photos of your proof of identity, proof of address and payment method confirmation keep it to one round. A blurry copy adds a day, so take the picture in daylight.
trustDo I need to wait for business hours?+
Every hour of the week is covered, Christmas morning included, so a Sunday night question gets the same desk as a Tuesday afternoon one. Chat answers in about two minutes, calls in roughly three, and email replies arrive inside a day. All times are quoted in NZST.
trustDo I need to give a reason to close it?+
A message from your registered email address to [email protected] closes the account, and the desk confirms in writing once it is done. Withdrawing your balance first avoids delays. If gambling has become a problem, ask for self-exclusion in the same message.
trustWhat if the reply does not solve my problem?+
Write to [email protected] with your account email and a short timeline of what happened; a senior handler reviews it and answers in writing. Should the outcome still leave you unsatisfied, the Malta Gaming Authority accepts complaints about licensed operators. In New Zealand, the Gambling Helpline and the Problem Gambling Foundation offer free support.
Operator facts
Before you sign up, who runs Royal Casino?
Reading this settles who holds your money, who supervises the games and where a dispute belongs.