By the end you will know exactly where a complaint goes and who reviews it next.
Your first written complaint
Start with the desk that handled your issue, writing to [email protected]. Include what happened, the date, and any reference you already hold.
Before and after the reference
You receive a reference number and a written answer within the stated reply time. Quote that reference in every later message so nothing restarts from scratch.
A review by a manager
Unhappy with the outcome? Ask in the same thread for the matter to be reviewed by a manager, and set out in one message what you think was missed.
Your route to the regulator
Wildsino Casino will not resolve every dispute, so as a last resort you may take it to the Malta Gaming Authority, the regulator named on this page, with your reference.
Answers before you ask
Questions players send us most?
Six questions New Zealand players ask before they open a chat or dial the number.
trustHow long until I get through to a person?+
Typical waits sit at about four minutes on live chat and roughly two minutes on the phone, while e-mail replies usually land within twelve hours. Have your registered e-mail address and player number handy, since neither is a password and both speed things up.
trustWhat happens once my papers are checked out?+
Reviews generally wrap up inside fourteen hours from the moment your documents arrive. Photo identification, proof of address and payment method confirmation are the three that matter, and anything unclear stretches the wait.
trustWhat if I decide to stop playing here?+
Closing your account is a request, not a negotiation. Send it from your registered address to [email protected] and state whether you want a break or a permanent close. One account per player stays the rule.
trustWhen is anyone actually online to help me?+
Round-the-clock cover means a person answers in the middle of the night and across weekends, New Zealand time. Live chat runs on NZST hours exactly as the phone line does, so no gap opens at 3am in Auckland.
trustDo I need a reason to see my own data?+
No reason needed. Ask for a copy or request deletion at [email protected] and the privacy desk handles it, though records tied to licence duties may be kept. Confirmation of who you are comes first.
trustHow long until I can chat in my own language?+
English, German, Finnish and Norwegian are all covered right now, with no waiting to switch. Live chat, e-mail and the phone line each work in those four tongues. Say which one you prefer at the start.
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