Supervisor and licenceMalta Gaming Authority, MGA/B2C/491/2007
Help
Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme
Answers without the wait
Your question, matched to the right desk
Six short answers on timing, language, escalation and data, so you know what to expect.
trustHow long does verification take at Clubworld Casino?+
By evening on the day you send them, the checks are usually finished. Our verification desk works through documents in about nineteen hours, and clear photos of your ID, your address paper and your payment method cut that wait down.
trustWhere do I complain if support cannot fix it?+
Send the details to [email protected] and our team reviews the case again. If the reply still leaves you unsatisfied, you may take the matter to the Malta Gaming Authority, which licenses us under MGA/B2C/491/2007.
trustWhat if I need help at 3am on a Sunday?+
Someone answers whenever you write, because our desks never close. Live chat replies within three minutes, the phone line within five minutes, and e-mail within eight hours, whatever the hour in New Zealand.
trustWhere can I get support in my own language?+
Conversations run in English, Norwegian, German and Finnish. A New Zealand player can reach every desk in English, and the same agents cover the other three languages, so nothing is routed away from you.
trustWhat happens when I shut my account down?+
Once you close your account for good, play stops and the remaining balance comes back to you. If you want a break instead, ask for a cool-off period or self-exclusion, and we can also point you to the Problem Gambling Foundation of New Zealand.
trustCan I ask for a copy of my data?+
You can, and we handle both under privacy rules. Write to [email protected] to request a copy of your personal data or ask for its deletion, and we confirm within eight hours before acting.
Clubworld Casino desks
E-mail address for each desk
After this table you will send your message to the desk that handles it.
Removes the worry that a bad answer is the last word you will get on the matter.
Forward the thread
Within minutes of getting a reply you disagree with, forward the whole thread to [email protected]. Keep your account number and the exact dates in the message.
Keep the reference handy
By the next working day you should hold a reference number. Quote it in every later message, so nothing has to be explained from the start again.
Clubworld Casino second look
Clubworld Casino reviews the file once more and answers in writing. Ask for that written answer if the reply comes by phone, so you have a record to pass on.
Escalate to the regulator
Once the casino's own process is finished, you may take the case to the Malta Gaming Authority, the regulator that issued license MGA/B2C/491/2007, and cite that number.
Specifics first, questions second
Have these five to hand and the first reply can usually carry the whole fix.
Account number from your profile
Registered e-mail address
Date and rough time of the issue
Screenshot of the screen or error
Reference or transaction number
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