MGA LicensedRegulated under license MGA/B2C/640/2016 by the Malta Gaming Authority since 2016
Fast PayoutsAverage withdrawal time of 10 minutes with NZ$122M processed monthly
Data Protected128-bit SSL encryption securing all transactions and player information
You need help right now
Three ways to reach a real person
Pick the channel that matches how urgent your question is, and skip waiting in the wrong queue.
Answers in four minutes
Use chat for anything urgent, like a stuck withdrawal or a bonus that did not land; a person typically replies in four minutes, whichever hour you write.
Send the details to [email protected] when you have screenshots or documents to share; replies usually arrive in eight hours, so it suits questions that can wait.
Ring +64 9 437 7831 (NZST) when you want to talk it through out loud; calls are typically picked up in five minutes and you reach the team at any hour.
Regulator and licenceMalta Gaming Authority, MGA/B2C/640/2016
Where to get help
Gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation of New Zealand, Multi-Venue Exclusion Programme
Nothing worked yet
When the first answer falls short
Use this path when a standard reply has not settled your issue and you want it reviewed.
What goes in the e-mail?
Send your complaint to [email protected] and set out the dates, amounts and what you expected to happen instead. A written record keeps every later step simple.
Waiting for a number
Expect a reference number with the first reply, so you can follow the same case without repeating yourself to each agent you meet.
Can a manager review this?
Ask for the response to be reviewed by a manager if it still misses the mark. A fresh pair of eyes gets the full history and the decision is explained in writing.
Handled in-house, then outside
Take the matter to the Malta Gaming Authority once our process has run its course. Keep the reference and every reply, since the regulator works from that written trail.
Skip the wrong inbox
The right inbox for your question
Pick the matching inbox and your question lands with the people who can act on it first time.
Clears the worry that small questions mean a long wait on a chat line.
trustDo I need to ring someone to shut my account down?+
Yes, you can close your account whenever you want. Message the team on live chat or send a note to [email protected] and say you want it shut. If gambling has become a problem, ask for self-exclusion instead, which blocks you for a set stretch.
trustWhere do I find my player ID for support?+
Giving your full name and registered email address is enough for the team to pull up your details. Sometimes a date of birth or the payment method on file confirms the match when names are common. Nobody at Rocketspin Casino will ever ask for your password.
trustWhere does Rocketspin Casino hold its gambling licence?+
Paperwork for Rocketspin Casino Ltd. sits with the Malta Gaming Authority under licence MGA/B2C/640/2016. The company is registered as C-76038 (Malta) and trades from Tower Road, Sliema. That regulator is who you escalate to if a complaint stalls.
trustWhy does support want proof before handing over my data?+
Send your request to [email protected] and the team will deal with it under data protection rules. Identity checks come first, so have your proof of identity ready to share. Copies usually arrive within a month, and deletion happens once records no longer need to be kept.
trustDo I need to complain to the regulator first?+
Push the issue further by emailing [email protected] with the history of what happened. Give the team a fair chance to fix it; if the reply still misses the mark, take it to the Malta Gaming Authority, which oversees the licence.
trustCan I get help in German or Finnish on this site?+
Speak to the team in English, German, Finnish or Norwegian, around the clock. Line up the language before you open a chat so the answer lands clearly. Simple account questions are often handled in English even by players who prefer another tongue.
Waiting for an answer
How fast each channel answers
After this table you will know which channel reaches a person soonest for your question.
Gather the following before you open chat, write or ring, and the first reply can usually solve it.
Your registered e-mail address
The date and amount involved
Screenshots of the error or page
Your payment method confirmation
Any reference from an earlier message
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