Your first minute with us

Casinova Casino contact us

Reach our team by live chat, e-mail or phone, and someone answers around the clock, day or night.

Get in touch Licensed OGL/2005/4730/390

Paid out today

323,468 NZ$

3,305 Players online now

Gaming Control Board Curaçao OGL/2005/4730/390, audited by GLI and QUINEL

Average withdrawal in 26 minutes, up to NZ$46,000 per transaction

256-bit AES encryption, independently verified payment processing

Ways to connect

Casinova Casino support channels

When a quick question needs a real person, this is where to start.

Chat with an agent now

Live chat suits urgent questions and typical replies land in about 4 minutes, so keep the window open while an agent joins you.

Start the chat

Detailed questions, calm reply

Write to [email protected] for account details or documents, and a reply usually arrives within about 4 hours.

Write to us

Phone support direct

Call +64 9 082 2433 (NZST) for anything pressing, and a person picks up in roughly 1 minute during all hours.

Call us

Help close to home

Local number, local rules

The worry that you are talking to a distant stranger, answered by a team that knows New Zealand.

Reach us

Local phone+64 9 082 2433

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorGaming Control Board Curaçao, OGL/2005/4730/390

Get help

Gambling support NZProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand

Casinova Casino points you to free local help

By the evening you notice play has stopped being fun, other people can help. Three New Zealand organisations work alongside Casinova Casino: the Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand and the Multi-Venue Exclusion Programme. Their support is free and independent of us.

Problem Gambling Foundation of New Zealand. Counselling, community education and face-to-face sessions for anyone worried about their own play or someone else's.

Gambling Helpline New Zealand. A confidential line you ring when you want to talk something through straight away, day or night.

Multi-Venue Exclusion Programme. Lets a person ask to be kept out of gambling venues in their area, arranged with local venues.

Casinova Casino routing

Direct addresses for each concern

Matching your note to the right desk is how Casinova Casino keeps answers quick and avoids a second wait.

Your account

General support[email protected]

Verification and documents[email protected]

Money matters

Deposits and withdrawals[email protected]

Other requests

Complaints[email protected]

Privacy and personal data[email protected]

Business and partnerships[email protected]

Support timing

Casinova Casino answer times and hours

This block settles which channel answers first and how long each one usually takes.

Live chat

Chat hoursAvailable around the clock

Chat first reply4 minutes typical

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply4 hours typical

Phone

Phone number+64 9 082 2433

Phone waiting time1 minute typical

You have the details ready, so the answer lands first time

Keeping these nearby means the agent can act on your first message instead of asking again.

Your registered e-mail address
Your account number or username
Screenshots of the issue
Deposit or withdrawal reference number
A note of when it happened

Know who runs the site

Who runs Casinova Casino?

After reading this you will know who holds the licence and where to write.

The company

Legal nameCasinova Casino N.V.

Company number874733 (Curaçao)

AddressDr. M.J. Hugenholtzweg, Willemstad

The licence

RegulatorGaming Control Board Curaçao

License numberOGL/2005/4730/390

Written contact

Support e-mail[email protected]

Complaint route

What happens if support cannot fix it?

After reading this you will know where your complaint travels and who reviews it next.

Casinova Casino reads your first message

The moment something goes wrong, write to [email protected] with what happened and when. Keep every reply in that same thread so nothing is lost.

Before and after the review

Within four hours you usually get a written answer explaining the outcome or asking for one more detail. Nothing about your password is ever requested by us.

After the first answer, escalate

Should the answer not resolve it, reply asking for the complaint to be escalated to a senior team. You then receive a further written decision on the same thread.

Take it to the Gaming Control Board Curaçao

If that final answer still leaves it open, you may take the matter to the Gaming Control Board Curaçao, the regulator that issued the licence. Keep the whole thread ready to send with it.

Still stuck

Casinova Casino answers, ready before you ask

Removes the worry that nobody will explain things plainly when something goes wrong.

trustWhat if the first reply doesn't sort my problem?+

Once a chat has run its course, ask for the matter to be escalated and note the reference given to you. If the reply still leaves you short, [email protected] reaches the complaints desk, and unanswered matters can then go to the Gaming Control Board Curaçao.

trustWhat happens when I write in Finnish?+

Channels staffed each day answer in English, German, Finnish and Norwegian, so a New Zealander writing in English is always understood. Whichever language you pick, the same people handle the same requests, and the typical reply times stay the same.

trustWhat if my problem starts at 2am on a Sunday?+

Support is available around the clock, so a Sunday morning in Auckland or a Wednesday at midnight meets the same team. Staff work to NZST for the clocks quoted on this page. Expect roughly one minute on the phone, four minutes in chat and four hours by e-mail.

trustWhat if I'd rather stop playing and shut it down?+

Tell support you want the account shut and the request is actioned, with any remaining balance handled as you instruct. A cooling-off period or self-exclusion can be put in place first, so do say which you prefer before the account goes.

trustWhat happens when an agent asks me to prove who I am?+

An agent confirms who you are with your registered email address and a detail or two from the account, such as your date of birth or last deposit. A password is never requested, by chat, e-mail or phone, and any message asking for one is not from us.

trustCan I get verified before my first withdrawal?+

Documents uploaded for checking are typically cleared within nineteen hours once proof of identity, proof of address and payment method confirmation are all in. Uploading all three together avoids chasing, and an agent in chat can confirm whether anything is still missing.

trustDo I need to check the licence before I play?+

Casinova Casino N.V. holds licence OGL/2005/4730/390 from the Gaming Control Board Curaçao, with company number 874733 and a registered address at Dr. M.J. Hugenholtzweg, Willemstad. Players in New Zealand can ask the board to look at an unresolved dispute. The licence number is worth quoting in any complaint.