Something is stuck right now

Nine Casino contact: from stuck to sorted

Reach our team by live chat, e-mail or phone any hour of the day, and a person answers in minutes.

Talk to support Licensed since 2005

Paid out today

703,922 NZ$

3,598 Players live now

Licensed and regulated by the MGA since 2005 (license MGA/B2C/744/2005)

Average processing time of 11 minutes, up to NZ$51,000 per transaction

256-bit TLS encryption with independent audits by GLI and iTech Labs

You need a person now

Three ways to a real person

By the end you will know which channel gets your question answered fastest.

Chat with us in minutes

Chat suits a quick question about a deposit or a game that will not load, and a teammate replies within about two minutes, every hour of the day.

Open the chat

Nine Casino e-mail support

E-mail is the calm option for paperwork, statements or anything you want in writing: write to [email protected] and a reply typically arrives within two hours.

Write to us

Prefer to talk it through?

Phone works best when you want to talk it through: call +64 9 622 2339 in NZST and most calls are picked up within five minutes, day or night.

Call now

Help for New Zealand players

New Zealand support, local number, local hours

Use this block when you want the local number, the right time zone or local help with gambling.

Reaching us

Local phone+64 9 622 2339

Our clockNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorMalta Gaming Authority, MGA/B2C/744/2005

Help close by

Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme

Nine Casino complaints

Nine Casino sorts it out in stages

This block shows the four rungs of a complaint and where each one ends.

Time and amount

Tell support what went wrong, with the time and the amount. A person reads it and replies in simple terms you can check against your own records.

Hold on for the answer

Wait for the answer before trying again. Most complaints close at this stage, and every reply goes to you in writing so the record stays with you.

Nine Casino senior review

Nine Casino passes the case to a senior team when the reply misses the mark. Ask for that escalation by name, quoting the date of the first reply.

When you are out of patience

After the internal steps run dry, the Malta Gaming Authority takes the file. Keep every reply you received, since that paper trail is what the regulator asks for first.

Direct routing

The e-mail address for each department

This block settles which address to use so your message lands with the team that acts on it.

Your account

General support[email protected]

Verification and documents[email protected]

Money

Deposits and withdrawals[email protected]

Other matters

Complaints[email protected]

Privacy and personal data[email protected]

Business and partnerships[email protected]

Nine Casino operator

Who holds the license behind Nine Casino?

This clears the worry about who you are sending money to and who answers when things go wrong.

Company

Legal nameNine Casino Ltd.

Company numberC-27453 (Malta)

Registered addressTriq il-Kbira, Sliema

License

RegulatorMalta Gaming Authority

License numberMGA/B2C/744/2005

Written contact

Support e-mail[email protected]

Answer times

Waiting at an odd hour

This removes the doubt about whether anyone is awake on your side of the world.

Live chat

Chat hoursAvailable around the clock

Chat first reply2 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply2 hours

Phone

Phone number+64 9 622 2339

Phone wait5 minutes

You need help now

Before you wait, read this

Five short answers that settle the smaller questions before you get in touch.

trustIs anyone there overnight and at weekends?+

Our team is here at every hour, every day of the week, including public holidays in New Zealand. Live chat replies in about two minutes, the New Zealand phone line in about five minutes, and e-mail in about two hours. Nobody clocks off at midnight.

trustWhat if I want to check your gambling licence?+

Nine Casino Ltd. holds Malta Gaming Authority licence MGA/B2C/744/2005. If a dispute cannot be settled with us, you can take it to that regulator. A quick check of the licence number tells you the site is the one we operate.

trustWhat if I no longer want an account at all?+

Get in touch through live chat or e-mail and ask for the account to be closed. We confirm it in writing, and any remaining balance is handled from there. One account per player applies, so a closed account stays closed.

trustWhen should I escalate a complaint further?+

Ask the agent to escalate the matter, and the reply moves to a senior colleague. Complaints sent to [email protected] are logged and answered, with our findings written out for you. When we still cannot agree, the Malta Gaming Authority is your next stop.

trustWhat happens when I ask for my data?+

Send the request to [email protected] and we confirm receipt. You receive a copy of your data, or confirmation of deletion, once we have checked your identity. What can lawfully be kept, such as transaction records, is retained and explained to you.

Fewer messages back and forth

Lining these up before you reach out saves a round trip or two.

Your account e-mail address
The time the problem happened
Amount and payment method used
A screenshot of the error
Photo ID, if verification is open

Free support beyond the casino

Nine Casino does not handle this alone. These three New Zealand services exist for anyone whose gambling has become a problem, and they answer without any link to the casino, so nothing you say reaches us.

Problem Gambling Foundation of New Zealand. Confidential counselling and practical advice for anyone in New Zealand whose own gambling, or a family member's, has become hard to carry.

Gambling Helpline New Zealand. A free line answered by trained people who listen without judging and point you towards local support, day or night.

Multi-Venue Exclusion Programme. A way to have your name held back from venues across the country, arranged with the help of a trained advisor.