Need Help Now

How do I contact Palace Casino support?

Reach Palace Casino support by live chat, e-mail or phone, and someone answers around the clock, every day of the year.

Contact support Licensed by Malta Gaming Authority

Paid out today

619,586 NZ$

7,207 Playing now

Malta Gaming AuthorityLicensed and regulated under MGA/B2C/859/2014 since 2014.

Fast payoutsAverage withdrawal processed in 5 minutes, up to NZ$78,000 per transaction.

Data protection256-bit TLS encryption and independent audit by iTech Labs, BMM Testlabs, SIQ.

Palace Casino channels

Palace Casino ways to reach a person

This block shows which channel fits your question and how quickly each one replies.

Slow queue, fast chat

Live chat is best for quick questions and account issues; the typical answer arrives in 4 minutes, around the clock.

Start chat

Send your details by e-mail

E-mail suits documents and detailed requests; write to [email protected] and a reply typically comes in 2 hours.

Write

Hear a voice, get answers

Phone is best for urgent matters or when you want a voice; call +64 9 192 6952 (NZST) and expect an answer in 2 minutes.

Call

Six local facts

New Zealand support in your language and hours

Palace Casino runs its New Zealand support the same calm, precise way it runs everything else.

How to reach

Phone+64 9 192 6952

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorMalta Gaming Authority, MGA/B2C/859/2014

Where to get help

Gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation, Multi-Venue Exclusion Programme

Palace Casino Complaints

From Blocked To Recorded

Nothing gets lost after a first reply, and you keep a written trail at every step.

Fewer Words, Faster Answer

Put the dates, amounts and the answer you already received into one message to [email protected]. A case number comes back to you within two hours.

Always Quote The Number

Quote the case number in every later message and your replies stay in one thread. Ask plainly for the decision in writing so you hold the record.

Ask For A Second Look

Say that the first reply missed something and ask for a manager to look again. A supervisor reviews the thread and answers with the reasons behind the outcome.

Your Last Step Open

If the outcome still leaves you short, take the same file to the Malta Gaming Authority, which licenses Palace Casino Ltd. The regulator expects that record of attempts.

Skip the wrong queue

Which e-mail address should I use?

This block settles which inbox to write to, so your message reaches the right team at once.

Account

General support questions[email protected]

Document verification help[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints team[email protected]

Personal data and privacy[email protected]

Business and partnerships[email protected]

Behind The Name

A Named Company, A Number To Check

A named company, a number and a license you can check before you spend a cent.

The Company

Legal NamePalace Casino Ltd.

Company NumberC-85816 (Malta)

Registered AddressSpinola Road, Msida

The License

RegulatorMalta Gaming Authority

License NumberMGA/B2C/859/2014

Written Contact

Support E-mail[email protected]

Help you need now

Straight answers on reaching us

Palace Casino keeps every support answer short, so a query here never costs you a long read.

trustCan I get help without sharing my password?+

Support identifies you by your registered e-mail address, which is your login identifier, so nothing else is required to start. A password is never requested, by chat, e-mail or phone, from any player. Anyone who asks you for one is not Palace Casino.

trustWhat happens when a support answer does not settle my issue?+

Ask the adviser to escalate the matter, and it moves to a senior team the same day. If the outcome still does not fit, send the details to [email protected], which handles the case in writing. Only after that route is closed may you approach the Malta Gaming Authority.

trustDo I need a reason to close my account?+

Yes, a request is enough, and no reason has to be given for it. Send it through live chat, e-mail or phone at any hour, and the account closes once your balance is paid out. Should you want play again later, reactivation depends on the state of the account.

trustWhat happens if the casino trades without a valid license?+

The Malta Gaming Authority licenses Palace Casino, and that licence carries the number MGA/B2C/859/2014. Holding it means the operator answers to a regulator outside New Zealand, under rules for player funds and fair gaming. Complaints that stay unresolved here may go to that regulator.

trustWhen can I write to support in my own language?+

Help arrives in English, German, Finnish and Norwegian, with English the language of this page and of New Zealand players. Advisers answer around the clock, so a chat, e-mail or call in any of the four is picked up at once. Requests outside those languages cannot be handled.

Know Before You Ask

Palace Casino Replies Around The Clock

After this you will know which channel answers soonest at the hour you are playing.

Live Chat

Chat HoursAvailable around the clock

Chat First ReplyFour minutes

Time ZoneNZST

E-mail

E-mail Address[email protected]

E-mail ReplyTwo hours

Phone

Phone Number+64 9 192 6952

Phone Waiting TimeTwo minutes

Which Details Speed Things Up?

Gather these before the conversation starts and the first reply can act.

Registered e-mail and account number
Screenshot or reference of the payment
Date and time of the problem
Bonus name and expiry date
Proof of identity and address files