Three ways to reach us

Goldenreels Casino contact: we answer in minutes, not days

Reach live chat, e-mail or phone any hour of the day, with 24/7 support available and typical replies in minutes.

Get help now Licensed and audited since 2010

Paid to players today

883,300 NZ$

8,175 Playing now

Gaming Control Board licence OGL/2010/1131/804, established 2010

Average payout in 10 minutes, up to NZ$42,000 per transaction

256-bit TLS encryption and QUINEL-audited systems

Three human routes

You need a person, and soon

Afraid you will be left waiting on a bot? A real person answers each of these.

Help while you wait

Live chat suits quick checks and anything urgent; you reach a person in about 3 minutes, day or night, straight from the site.

Start chat

Answers in 6 hours

E-mail [email protected] is best for papers and longer questions, with a typical answer inside 6 hours, any day.

Write to us

A voice in 2 minutes

Phone +64 9 556 9219 reaches a person in about 2 minutes, in NZST, and suits anything you want talked through aloud.

Call us

Your own patch

Do you support New Zealand players?

Here is where New Zealand players stand on phone, clock, language and who watches over us.

Reach us

NZ phone+64 9 556 9219

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Who supervises

Regulator and licenceGaming Control Board Curaçao, OGL/2010/1131/804

Help

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

The details that speed up a first reply

Gather these five things and our team can act on your question in the first reply.

Your registered email address
Your player account number
Screenshots of the issue
Deposit or withdrawal reference codes
Photo ID, address proof, payment screenshot

Straight to the right team

Skip the wrong queue, reach the right desk

Worried your message lands in the wrong tray? Send it to the desk that owns it.

Account

General support[email protected]

Verification and KYC[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]

Privacy and data[email protected]

Business and partnerships[email protected]

Checking the small print

Reading the licence details closely

You will have the company name, licence and written contact in one place, ready to check or quote.

The company

Legal nameGoldenreels Casino N.V.

Company number360558 (Curaçao)

Registered addressSchottegatweg Oost, Willemstad

The licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2010/1131/804

Written contact

Support email[email protected]

Hours and timing

Closed doors are not our habit: lines open all day

This is how our team works every day of the week, timed for players in New Zealand.

Live chat

Chat hours24/7 support available

Chat first reply3 minutes

Time zoneNZST

Email

Email address[email protected]

Email reply6 hours

Phone

Phone number+64 9 556 9219

Phone waiting time2 minutes

Need a hand now

Goldenreels Casino answers the small print

Short replies to the things New Zealand players ask us most, written the same way we run our support desk.

trustCan I take a complaint further if support cannot fix it?+

Start with our complaints inbox, where a senior person reviews what support already tried. If the outcome still feels wrong, you can take it to the Gaming Control Board Curaçao, the regulator that licenses us.

trustWhere do I find my account details to share with support?+

Your account is held under the email address you registered, so quote that address when you get in touch. A payment reference or the date of your last deposit usually helps us match things faster. Nobody here will ever ask for your password.

trustDo I need to give a reason when I close my account?+

Not at all. A request to the support inbox is enough, and we will confirm once it is done. If gambling has stopped being fun, ask about self-exclusion at the same time and our team will walk you through it.

trustCan I check which regulator licenses Goldenreels Casino?+

Yes. We operate under a license from the Gaming Control Board Curaçao, held by Goldenreels Casino N.V. under license number OGL/2010/1131/804, with the company registered at Schottegatweg Oost, Willemstad.

trustWhat happens when I need help in a language other than English?+

Our team also answers in German, Finnish and Norwegian, so you can write in whichever of those you find easiest. Replies come back in the same language you used, and English is always available around the clock.

trustWhat if I want to see or delete the data you hold on me?+

Send the request to our privacy inbox and our team will confirm what we hold and what we can remove. Some records must be kept for licensing and anti-money-laundering reasons, and we explain that plainly in the reply.

trustWhen is someone around if I need help at three in the morning?+

Our desk never closes, so three in the morning in New Zealand is just another hour for us. Live chat is the quickest route at that time, and the phone line is staffed as well. Weekends and public holidays follow the same pattern.

When you need more

The path a complaint takes

For the moment a friendly answer leaves your issue unresolved, here is the road that follows.

Logged the same day

Start by writing to [email protected] with what happened, the dates and any screenshots. Support reads every message and logs it the same day.

Goldenreels Casino answers in writing

Within six hours you receive a written response from the team. If they need more detail, they ask for it plainly, and you never send your password to anyone.

A senior staff review

Should the reply not settle things, ask for the case to be reviewed by a senior staff member. Send the same thread, so nothing has to be explained twice.

When the internal route closes

Once the internal route is closed, you may take the matter to the Gaming Control Board Curaçao, the regulator that issued licence OGL/2010/1131/804.

Independent help with gambling problems

Playing should stay fun, and sometimes it helps to speak to someone outside the casino. These New Zealand organisations offer free, independent help with gambling problems, separate from Goldenreels Casino and our support team.

Problem Gambling Foundation of New Zealand. Offers free, confidential counselling and support groups for anyone affected by gambling across New Zealand.

Gambling Helpline New Zealand. A free, confidential line you can call to talk through gambling concerns with a trained adviser.

Multi-Venue Exclusion Programme. Helps venues and players work together to exclude people from gambling at multiple locations.