Regulator and licenceGaming Control Board Curaçao, OGL/2018/7796/514
Help
Gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation of New Zealand, Multi-Venue Exclusion Programme
When a reply falls short
Moonwin Casino keeps a written trail
By the end you will know exactly where a complaint goes and what each step gives you.
Written statement of the problem
Put the whole story in one email to the complaints address, with your account email, the date and the amount involved. That written record becomes the file everyone later reads.
From open case to numbered file
Support replies with a reference number and a named handler, and keeps you posted on progress. Quoting that number on any later message keeps the case in one queue.
Who reviews it the second time?
If the first answer misses the mark, ask for a senior review and send anything new you have found. A second pair of eyes looks at the same facts and responds in writing.
What the regulator needs from you
Nothing moves after that review, so you take the matter to the Gaming Control Board Curaçao, the regulator that issued the licence. They expect you to have the casino's final reply to hand.
Six teams, six addresses
Send your question to the right team
Sending each request to its own team keeps things tidy, the way Moonwin Casino likes to work.
Straight answers to what players here ask before getting in touch.
trustDo I need to wait for office hours to get help?+
No. Moonwin Casino keeps every line open around the clock, so a weekend or a late night in New Zealand never leaves you waiting for opening hours. Live chat and phone both run through the night, and email is checked the whole time too.
trustCan I check your licence is real before I sign up?+
You can. Gaming Control Board Curaçao regulates Moonwin Casino under licence number OGL/2018/7796/514, held by Moonwin Casino N.V. That regulator sits outside New Zealand, which is worth knowing if you ever need to escalate.
trustWhen should I expect a reply if I complain?+
Complaints reach the support team first, and you should allow up to six hours for an email reply. If the answer still does not satisfy you, send it on to [email protected], and you can then take it to the Gaming Control Board Curaçao.
trustWhat happens when I write in German or Finnish?+
Support answers in English, German, Finnish and Norwegian. A player in New Zealand writes in English as standard, and the same team covers the other three, so your message need not be rewritten in a second language.
trustDo I need to keep my account open after I stop playing?+
No. You may close your account whenever you choose, and this is separate from a cooling-off period or self-exclusion. Contact support and they will walk you through closing it without pressure.
trustWhy would I ask for my personal data?+
Because you are entitled to a copy of it or to have it deleted. Write to [email protected] with your request, and the team handles your privacy query separately from payment or verification matters.
Seven timing facts
How long until someone answers you?
This block settles how long each channel takes so you can choose without guessing.