Something needs fixing

Contact 5Gringos Casino support the quick way

Reach live chat, e-mail or phone any hour you need them, because 5Gringos Casino keeps support open 24 hours a day, 7 days a week.

Start the chat 30x wagering. 23-day validity. Minimum deposit NZ$9.

Paid out this week

620,040 NZ$

6,701 Players at the tables now

Operated by 5gringos Casino N.V. under licence OGL/2012/8106/729, issued by the Gaming Control Board Curaçao. Independently audited by iTech Labs and SIQ.

Average withdrawal time of 10 minutes across 10 supported payment methods, including Visa, Skrill, Apple Pay, and Google Pay. Maximum single withdrawal NZ$83,000.

Every session and transaction is protected by 256-bit TLS encryption. Dispute resolution is handled independently through BMM Testlabs.

A human, faster

Straight to a person, not a queue

Nobody likes guessing where to write, so pick the route that matches your question.

Ask a human now

Use live chat for payments stuck mid-deposit, a bonus that misread or a login that fails. Staff never ask for your password and reply in about two minutes.

Open the chat

Slower, but in detail

Send the details to [email protected] when you need a written trail for a bonus, a statement or a complaint that support should log first. Replies usually land within six hours.

Write to us

A voice, not text

Call +64 9 021 8299 (NZST) when you want a person to walk you through a withdrawal or verification hiccup. Most calls connect in about two minutes.

Call support

5Gringos Casino N.V.

Support built for New Zealand players

Read this when an answer needs to fit New Zealand clocks, NZ dollars and plain English.

Reach us

New Zealand line+64 9 021 8299

Support clockNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

Licensed byGaming Control Board Curaçao, OGL/2012/8106/729

Gambling help

Gambling supportProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand

Escalation path

Your complaint, handled in four steps

You will know exactly which step comes next if a support answer leaves you unhappy.

The clearer handover

Explain the issue to the support team in plain words, adding the date, the amount and what you expected to happen. They look into it and reply through the same channel you used.

Before you chase it again

Ask for a reference number for the case and note who answered you. Keep that reply saved, because it shows when the clock started and what was promised.

Can a supervisor review it?

Reply to the same thread and ask for the case to be reviewed by a supervisor. Say clearly that you want the escalation and keep every message you have sent.

Beyond the casino's own answer

Take the case to the Gaming Control Board Curaçao, the regulator that licenses 5Gringos Casino N.V. under OGL/2012/8106/729, and send your reference number with the details.

Six inboxes

Which e-mail address handles your case?

Forwarding the same story twice wastes hours, so route the first message to the team that owns it.

Account help

General support[email protected]

Verification and KYC[email protected]

Money matters

Deposits and withdrawals[email protected]

Other requests

Complaints, then regulator[email protected]

Privacy and personal data[email protected]

Business and partnerships[email protected]

Gather these five details before you write

Grab these five items and the first answer usually arrives complete.

Your registered email address
Your account username or number
Transaction date and amount
Screenshot or error message
Payment method used

Answer times

Answer windows and typical reply speeds

Worries about sitting in a queue all night disappear once you see the clock we run on.

Live chat

Chat hours24 hours a day, 7 days a week

Chat first replyabout 2 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail replywithin 6 hours

Phone

Phone number+64 9 021 8299

Phone waiting timeabout 2 minutes

5Gringos Casino points you to outside help

Independent organisations support New Zealanders whose gambling has stopped feeling like fun. They give free, confidential guidance away from any casino, and you can call them without telling us first.

The Problem Gambling Foundation of New Zealand. Offers free counselling and confidential advice for anyone in New Zealand whose betting has become a worry.

Gambling Helpline New Zealand. Runs a national helpline staffed by trained people who talk through options any hour of the day.

Department of Internal Affairs Self-Exclusion Service. Lets you block yourself from gambling sites and venues through a single government-run process.

5Gringos Casino behind the site

Company, licence and written contact

One short block that settles who runs the casino and where the licence comes from.

The company

Legal name5Gringos Casino N.V.

Company number323016 (Curaçao)

Registered addressSchottegatweg Oost, Willemstad

The licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2012/8106/729

Write to us

Support e-mail[email protected]

Waiting for a reply

Ask once and get the right answer

Read this while you wait for a reply, or before you send your first message.

trustWhy would I want my account closed?+

You stop gambling on it and close it yourself in account settings, or ask support to action it for you. Remember that each player may hold one account only, so a closed account cannot be swapped for a new one.

trustCan I get verified before my first withdrawal?+

Allow up to twelve hours for our checks, though straightforward cases clear sooner. Send proof of identity, proof of address and payment method confirmation together and you cut that wait.

trustWhat happens when I write in my own language?+

Answer options are English, German, Finnish and Norwegian, so a message in any of them reaches a person who reads it. Replies come back in the language you wrote in.

trustWhat if the answer I get is no help at all?+

Say so in the same thread and ask for it to be escalated, because complaints go to support first. If the reply still falls short, you may take the matter to the Gaming Control Board Curaçao.

trustWhen am I most likely to get through fast?+

Lines stay open twenty-four hours a day, seven days a week, on New Zealand time. Chat and phone usually connect within two minutes, and e-mail lands in about six hours.

trustWhere do I ask for my personal data?+

Send the request from your registered address to [email protected] and say whether you want a copy or deletion. We confirm identity first, then respond within the legal timeframe.