Gaming Control Board licensedOperating under OGL/2013/7328/092 since 2013, with independent audits by Gaming Laboratories International and BMM Testlabs
Average 19-minute withdrawalNZ$34M paid weekly to 274,000+ players, with withdrawals up to NZ$64,000 processed in under 20 minutes on average
256-bit SSL encryptionBank-grade encryption across all transactions and data storage, with eCOGRA dispute resolution and continuous security monitoring
Three routes
Three ways to a human
Pick the channel that fits your question and know the reply time before you start.
Live chat?
Best for anything you need settled while you play: logins, bonuses, game errors. A person replies in about three minutes, every hour of every day.
Read these seven answers and you will know exactly which channel suits your issue tonight.
accountDo I need to wait until business hours to get help?+
Reach a human any hour, any day, including public holidays in New Zealand. Live chat and the phone line run around the clock, so a Sunday morning query is handled the same as a Tuesday afternoon one. Staff answer in New Zealand time, NZST.
accountWhen should I escalate a problem past the first agent?+
Ask the agent to escalate the case before you close the chat or hang up. Unresolved complaints can then be sent to [email protected], and the reply typically lands within eight hours. If the outcome still fails you, take it to the Gaming Control Board Curaçao, which issued our licence.
accountWhat happens when support needs to look up my account?+
Expect two checks and no more. The agent will confirm your registered email address and may ask for a recent deposit amount or the last four digits of a payment card. No password is ever requested, so anyone asking for one is not us.
accountCan I ask for my account to be shut for good?+
Send the request from your registered email address to [email protected] and the account is closed from there. If gambling has become a problem, ask for a self-exclusion period instead, since that blocks the account and marketing for a fixed stretch.
accountCan I withdraw before my documents are checked?+
Allow up to twenty-eight hours after you send photo identification, proof of address and card images to [email protected]. Most checks finish sooner, and the account opens fully once they clear. Chasing is rarely needed, but chat can confirm where a review sits.
accountDo I need to confirm the casino is licensed before I join?+
Yes, before you play and before you deposit. Mrpunter Casino N.V. holds licence OGL/2013/7328/092 from the Gaming Control Board Curaçao, and the company number 512429 sits with that registration. Both appear in the site footer.
accountDo I need to write in English to be understood?+
Chat and email come in English, German, Finnish and Norwegian, so pick whichever you write fastest. Phone lines are answered in English only. Kiwi players get English in a New Zealand tone, with figures quoted in NZ$.
Mrpunter Casino complaints
From a stuck query to a formal complaint
Read this and you will know the order to follow when a reply leaves you unsatisfied.
The opening message
Start with the chat team or [email protected] and describe what went wrong in plain words. Keep the reply you get, because it anchors everything that follows.
Reference number and date
Ask the agent for a reference number for the case. Quote that reference in every later message, and note who answered and on which date.
A second pair of eyes
Reply to [email protected] with that reference when the first answer does not resolve things. A senior handler reviews the history and responds with a decision.
Can I go to the regulator?
Take the dispute to the Gaming Control Board Curaçao after our final response if you remain unhappy. Your licence reference is OGL/2013/7328/092 for that step.
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