Six things Kiwi players ask before they message us, settled in a line each.
trustWhy bother complaining to support if they caused the problem?+
When a reply lands short of what you needed, ask for it to be escalated to a supervisor on the same thread. Complaints belong with our team before anyone else, and the complaints desk at
[email protected] keeps a written record. If our answer still misses, you may take it to the Gaming Control Board Curaçao.
trustWhy is support answering me at 3am on a Sunday?+
Because the desk never closes, 24 hours a day, seven days a week, in NZST. A chat opened at 3am on a Sunday reaches a live person in about two minutes. Nothing about your wait changes because of the hour or the weekend.
trustWhat happens when the licence number matters to my case?+
Whenever a dispute arises, the licence number is what gives your complaint weight. Rollxo Casino N.V. holds OGL/2010/9961/285 from the Gaming Control Board Curaçao, so that board is the body that can review a dead end. Our company number is 873511 (Curaçao).
trustWhere do I stand on timing after I send my documents?+
Where identity checks are concerned, six hours is the usual turnaround from the moment your documents land. Proof of identity, proof of address and a copy of your payment card are the three items we ask for. Send them once and the wait is normally over.
trustCan I write in German and still get a proper answer?+
Can I get help in my own language? Yes, if yours is English, German, French or Norwegian. Our team answers in those four, and English is the default across every channel. A call from New Zealand to +64 9 011 9801 goes straight to a person who speaks it.
trustDo I need to justify shutting my account?+
Do I need a reason to close my account? No, one chat or e-mail to
[email protected] is enough and we will action it. Say plainly that you want it shut and whether it is temporary; our cooling-off and self-exclusion options cover the rest.