MGA regulatedLicensed by the Malta Gaming Authority under MGA/B2C/968/2012
Fast withdrawalsAverage payout approved in 14 minutes, up to NZ$25,000 per transaction
Data protectedTLS 1.3 encryption secures every session and transaction
Three routes to a human
Your question, matched to the right line
You will know exactly which line to use, and how long a reply usually takes.
Stuck right now
Live chat is best for locked accounts, bonus questions and anything urgent; a person picks up in about five minutes, twenty-four hours a day, every day.
E-mail [email protected] suits document questions, statements and anything you want in writing; typical reply time is four hours, whatever the hour you send it.
Call +64 9 729 0304 (NZST) when you would rather talk it through; the line is answered round the clock and calls are typically picked up in three minutes.
Regulator and licenceMalta Gaming Authority, MGA/B2C/968/2012
Where to get help
Safer gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation of New Zealand, Multi-Venue Exclusion Programme
Four steps after a first reply
Complaint handling in four stages
You worry a dispute goes nowhere, so every step here has a named recipient and a clear handover.
Send the full timeline
Write to the complaints inbox with your account email, the dates involved and what you expected, and a case file opens against your name that same working day.
The reply you can quote
Within four hours someone replies with a reference number and the facts they have gathered, so any later email can be matched to the same thread.
Loot Casino escalates to a manager
If that answer misses the point, ask for the file to pass to a duty manager, who reads it fresh and replies with a decision you can act on.
Loot Casino's licensing regulator
Should the outcome still feel wrong, take it to the Malta Gaming Authority, which licenses Loot Casino under MGA/B2C/968/2012 and handles unresolved player disputes.
Before you hit send
Where each message should land
This block settles which department to write to, so nothing gets forwarded while you wait.
By the time you are partway through a message, these six answers settle most asks.
trustWhat do I need to give support before they can help?+
Nine times out of ten, your email address on the account is all we need, plus your name as it was entered at sign-up. Nobody at Loot Casino ever asks for your password, so keep it to yourself even if a message looks like it came from us.
trustHow long does account verification take?+
Count on around nine hours from the moment your documents land, and we do not review anything overnight unless the queue is short. Photo ID, proof of address and a picture of the payment card are the three items that decide it.
trustDo I need to give a reason when closing my account?+
Send the request through live chat or email and the account is shut once we confirm it is you. Nothing further gets wagered from that point, and any balance is settled to the payment method you used.
trustCan I take an answer further if I am not happy?+
Ask for the matter to be escalated to a supervisor on the same chat or email thread. If the reply still leaves you cold, [email protected] goes straight to our complaints team, and you can then take it to the Malta Gaming Authority.
trustWhen is support available in my own language?+
Replies come in English, German, Finnish and Norwegian, and English is the default for New Zealand players. Finnish and Norwegian are thinner on the ground at quiet hours, so a reply in those two may land a little later than the usual times.
trustWhy is a Maltese licence relevant to me in New Zealand?+
Because Loot Casino Ltd. holds licence MGA/B2C/968/2012 from the Malta Gaming Authority. That regulator sets the rules we operate under in New Zealand, and it is where an unresolved complaint ends up if our own team cannot settle it.
Know who holds the licence
Not an anonymous page: a named company with a licence
Loot Casino has traded since 2012 under one Maltese company, so the same name sits behind every payment and dispute.