You Need an Answer Now

Stuck Mid-Game? Talk to Maisonroll Casino

Live chat, e-mail and phone reach a real person around the clock, every day of the week.

Get Help Now 256-bit encrypted

Paid today

341,585 NZ$

8,150 Playing now

Licensed operatorGaming Control Board Curaçao OGL/2015/6653/481. Maisonroll Casino N.V. (268108), operational since 2015 with eCOGRA alternative dispute resolution

Fast payoutsAverage withdrawal processed in 16 minutes. Up to NZ$71,000 per transaction, NZ$48M paid weekly across our player base

Data protection256-bit TLS encryption on all transactions and personal information. Independently audited by SIQ and BMM Testlabs

Human Contact

Human Support, Three Routes

Pick the route that matches your problem and know how long each one usually takes to answer.

Problem on the Table

Quickest for a stuck deposit or a spinning game, chat answers in about five minutes and stays open at any hour your question lands.

Start Chat

Sending Documents Over

Best for documents or a written record, [email protected] typically replies within two hours, so attach what you need in one go.

Write to Support

Real Voice Instead of Typing

Pick up the phone for a payment in limbo, on +64 9 516 0014, answered in roughly two minutes by NZST-timed crews whenever you ring.

Call Support

Six Local Facts

New Zealand Support, Local Details

That nagging worry about odd hours and far-off accents disappears once you see these details.

How to Reach

NZ Phone+64 9 516 0014

Support Time ZoneNZST

LanguagesEnglish, German, French, Spanish

E-mail Us[email protected]

Supervision

Regulator and LicenceGaming Control Board Curaçao, OGL/2015/6653/481

Gambling Help

NZ Help LinesProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand

Less Back-and-Forth, More Answers

Gather the following before you open live chat, call or send an e-mail.

Your registered e-mail address
Your account username or player ID
The payment method you used
Screenshots of any error
Photo ID and proof of address

Straight to the Specialist

Direct Lines by Department

When a chat answer feels too small, this list sends your message to the person paid to solve it.

Account Desks

General Support[email protected]

Verification and Documents[email protected]

Money Desks

Deposits and Withdrawals[email protected]

Other Desks

Complaints[email protected]

Personal Data Requests[email protected]

Business and Partnerships[email protected]

Six Facts About The Operator

Maisonroll Casino N.V. Operator Details

Useful when you want to know exactly who runs the site and what stands behind your account.

Company

Legal nameMaisonroll Casino N.V.

Company number268108 (Curaçao)

Registered addressSchottegatweg Oost, Willemstad

License

RegulatorGaming Control Board Curaçao

License numberOGL/2015/6653/481

Written Contact

Support e-mail[email protected]

How Long You Wait

Round-The-Clock Support, A Short Queue

Maisonroll has always run live support around the clock, so New Zealand players never wait for opening hours.

Live Chat

Live chat hours24/7 live support

Chat first reply5 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply2 hours

Phone

Phone number+64 9 516 0014

Phone wait2 minutes

Support Basics

You Have a Question About Your Account

Straight answers to the six things Kiwi players ask a support desk most often.

trustWhere do I ask for my personal data to be copied or deleted?+

Players here can ask for a copy or removal of their personal data at any time. Send the request from your registered address to [email protected] and it is handled under the operator's privacy terms. Some records must be retained where Curaçao gaming rules require it.

trustWhy is my verification still pending after two days?+

Checks take up to sixty-two hours once your documents land. Photo identification, proof of address and payment method confirmation are the three items usually requested. Sending clear, uncropped images at the start keeps that window short.

trustCan I get help without reciting my password?+

Yes, and you never share your password with a staff member, because no agent will ask for it. Your registered email address plus your full name is enough to locate the account. Anything else needed gets requested inside your chat or reply thread.

trustWhy does support offer several languages?+

Because the desk is staffed in English, German, French and Spanish around the clock. Most New Zealand players write in English and get a reply in plain en-NZ phrasing. Switch language mid-conversation if another of those four is easier for you.

trustCan I get help at night or on a Sunday?+

Yes. Live chat and the local phone line answer at any hour, including weekends and public holidays, on New Zealand time. Email runs to the same clock, so a message sent at 2am is answered while you sleep.

trustCan I take this further if the reply is not enough?+

If a reply misses the mark, ask for it to be escalated inside the same chat or thread. Still unhappy? Complaints goes to [email protected], reviewed independently of the first agent. Unresolved disputes can then go to the Gaming Control Board Curaçao.

A Fair Way To Escalate

How Do I Take My Complaint Further?

After reading this you will know the full route from your first message to the Curaçao regulator.

Faster Case Opening

Start with support in live chat or by e-mail and set out what happened, with dates and amounts, so the agent can open a case the same day.

Recorded Answer Times

Ask for the case reference in writing. Support replies within two hours by e-mail, and that reference keeps the thread traceable if you need it later.

Beyond The First Reply

Unhappy with the outcome? Ask for the matter to go to a senior agent, who reviews the records and replies with the decision on the same reference.

Maisonroll Casino Refers You On

Take the reference to the Gaming Control Board Curaçao, the regulator named on this page, if the internal route closes without a resolution you accept.

When Gambling Stops Being a Game

Gambling problems need people who do this work every day, not a casino. Independent organisations across New Zealand advise, listen and arrange support, and they are separate from Maisonroll Casino and from any operator.

Problem Gambling Foundation of New Zealand. Gives free counselling and practical advice to anyone in New Zealand worried about gambling, whether it is their own or someone else's.

Gambling Helpline New Zealand. Offers a confidential helpline for Kiwis who want to talk through gambling harm, day or night, with trained staff.

Department of Internal Affairs self-exclusion. Lets New Zealanders block themselves from gambling through a formal self-exclusion arrangement managed by the government agency.