Problem gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme
Certified outcomes · Independent oversight
A reply you are not satisfied with
Four steps that settle a complaint, from the first written note to the Maltese regulator.
Your answer missed the mark
By the time an answer misses the mark, gather the chat log, the payment reference and the dates involved. Send them to [email protected] and the case is logged under a reference you keep.
A named handler on the case
Within twelve hours a written reply reaches your inbox, naming the person handling the case. Read it fully before answering, since a single fact you add can change the outcome.
A second reading by a manager
Should the reply still feel wrong, ask in the same thread for a manager review. A senior colleague re-reads the history from the start rather than the last message alone.
A route beyond us
Once our own steps are exhausted, the Malta Gaming Authority accepts the dispute as the licensing regulator. That route exists because Whitelotus Casino Ltd. holds a Maltese licence, not a local one.
Six departments
Department e-mail directory
After reading this, you will know which desk handles your question and where to send it.
Five details cover nearly every question, and none of them is your password.
Registered e-mail address
Your account username or reference
Payment reference from your bank
Screenshot of the error screen
The date and time it happened
Support answers
Settle these questions before you reach out
By the last line, you will know exactly which answer to expect and from whom.
trustDo I need to give my password when I ask for help?+
Give the email address you registered with and nothing else. Support will find your account from that alone. They will never ask for your password, and you should not send it even if someone does.
trustWhat if the first answer I get does not help?+
Ask the adviser to pass the matter to a supervisor before you leave the chat. If that still leaves you unsatisfied, send the details to the complaints address. A formal reply then follows, and the Malta Gaming Authority is the next step beyond us.
trustWhat happens when I ask for my account to be shut?+
Raising a closure request brings play to a stop for good, and the remaining balance is returned to you. Confirmation arrives once the request has been logged. Reopening later is not automatic, so be sure first.
trustWhat if I need somebody at eleven at night?+
Nothing changes after dark or across a weekend, because the desk runs around the clock in New Zealand time. Chat and phone stay staffed, and email is read throughout. A late-night question gets the same treatment as a weekday morning one.
trustDo I need to prove who I am before I can withdraw?+
Documents are checked in roughly fifty-six hours once all three images are clear. Photo ID, proof of address and a picture of the payment card should all show the same name. Sending them early avoids a pause later.
While you wait
Minutes on chat, hours on e-mail
Timings below follow the same measure on every channel, held to New Zealand standard time.