Need a hand right now

Monsterwin Casino contact us

Reach our team by live chat, e-mail or phone, and there is someone on hand 24 hours a day, 7 days a week.

Get support now 177% up to NZ$900 + 285 spins, 25x wagering

Paid out today

625,191 NZ$

6,132 Players exploring now

MGA licensed since 2011Operating under MGA/B2C/376/2011, audited by BMM Testlabs and SIQ, serving 450,000+ players for 15 years

11-minute average payoutNZ$41M paid weekly with an average withdrawal time of 11 minutes, up to NZ$32,000 per transaction

TLS 1.3 encryptionBank-grade TLS 1.3 encryption protects every deposit, spin, and withdrawal across all devices

Monsterwin Casino channels

Monsterwin Casino three ways to reach us

This block settles which channel fits your question and how quickly each one answers.

Chat with us now

Live chat on the site suits quick account and bonus questions, and someone typically answers within one minute, day or night.

Start chat

Before you attach anything

E-mail [email protected] suits documents and details you want in writing, with a typical reply within two hours.

Write to us

Can I speak to someone?

Call +64 9 841 6849 (NZST) for anything urgent, and a person usually picks up within three minutes.

Call now

Local help

Support built for New Zealand players

This block settles what Kiwi players get locally, from the phone number to who watches over us.

Reach us

Phone+64 9 841 6849

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorMalta Gaming Authority (MGA/B2C/376/2011)

Get help

Gambling helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, The Salvation Army Oasis

Escalation path

What happens if support can't sort it?

You will not be left guessing who to tell once a chat agent has said no.

Monsterwin Casino complaints inbox

Send the details of what went wrong to [email protected], including your account email and the time it happened. Everything lands with the team that can actually change the outcome.

Your case is logged

Within two hours the team confirms it has your case and hands you a reference. Quote that reference in any later message and the history stays in one thread.

Second-level review

If the first reply misses the mark, ask for a review and a manager looks at the file again. This second pass sits above the agent, so the same person is not judging their own work.

Regulator complaint

Only after our own review is closed can you take the matter to the Malta Gaming Authority, the regulator that licenses this casino. Keep your reference and our final reply for that step.

Right department

Monsterwin Casino department e-mails

This block settles which inbox to write to so your message lands with the team that handles it.

Account

General support[email protected]

Document verification (KYC)[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]

Personal data and privacy[email protected]

Business and partnerships[email protected]

What cuts the wait short?

Pull these five together before you open a chat or hit send.

Your registered email address
A screenshot of the issue
The date and time it happened
Any bonus or game name involved
Your last transaction reference

Checking the clock

Fast in chat, slower by e-mail

This table settles how long you sit waiting and which time zone every clock here uses.

Live chat

Chat hours24 hours a day

Chat first replyabout 1 minute

All timesNZST

E-mail

E-mail address[email protected]

E-mail replywithin 2 hours

Phone

Phone number+64 9 841 6849

Phone waitabout 3 minutes

Sorted faster

Before you ask, here are the answers

Six short answers on accounts, data, licensing, checks and complaints, so nothing stalls at the start.

trustWhy do you need my email before you look at my account?+

Your registered email address is what ties a message to one account, so have it in front of you. Staff will ask for your name and date of birth too. Nobody at support ever asks for your password, so treat any such request as a red flag.

trustHow long before my data request is handled?+

Write to [email protected] asking for a copy or deletion of what is held about you. Requests are logged and answered within the periods set by Maltese data law, and identity is confirmed first so records are not released to the wrong person.

trustCan I check which regulator licenses Monsterwin Casino?+

Monsterwin Casino Ltd. runs under the Malta Gaming Authority, license MGA/B2C/376/2011, at Spinola Road, Birkirkara, company number C-88393. That regulator supervises how accounts, payments and complaints are handled for players in New Zealand.

trustCan my checks finish sooner than 42 hours?+

Verification is quoted at 42 hours from the moment proof of identity, proof of address and payment method confirmation all land in one message. Clear, uncropped images of each document cut the wait, since a re-request restarts the clock.

trustWhat if I only get time to write at midnight?+

Support is available 24 hours a day, seven days a week, so a message sent at any hour on NZST reaches the same team as one sent on a weekday afternoon. Overnight and weekend replies take the same typical time as daytime ones.

trustWhy should I escalate instead of just giving up?+

Reply to the same thread and ask for a senior review, then write to [email protected] if the outcome still misses the mark. Nothing is lost by pushing back, and unresolved cases may go to the Malta Gaming Authority afterwards.

About Monsterwin Casino

Check who holds your money

After this you will know the company, the licence and the address behind the site.

The company

Legal nameMonsterwin Casino Ltd.

Company numberC-88393 (Malta)

AddressSpinola Road, Birkirkara

Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/376/2011

Written contact

Support e-mail[email protected]