Whenever a screenshot or a document is part of the story, write to [email protected]; a reply lands within 8 hours, and a paper trail stays in your inbox.
Regulator and licenceMalta Gaming Authority, MGA/B2C/890/2007
Extra help
Gambling help locallyGambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register
A second look
A real review instead of a closed ticket
You will not be left with an answer you disagree with and nowhere to turn.
From frustration to a clear ask
By the time something has gone wrong, you usually have the chat open already. Tell the advisor plainly what happened and what you want changed, so the first reply can be a real one.
The moment you get a reference
Once the advisor has your account open, ask for a reference number before you hang up or leave the chat. That number is how the next person finds your case and answers within the stated times.
From advisor to manager
If the reply does not settle it, ask for the case to go to a manager at [email protected]. Someone with more authority re-reads the whole exchange rather than starting again.
Who reviews it after us?
Should the manager's decision still leave you unsatisfied, you can take the matter to the Malta Gaming Authority, whose licence number appears further down this page. They review disputes independently of us.
Six addresses
Send it to the right inbox
Before you send, match the question to a desk: complaints start with support and end with the regulator.
These six answers cover the licence, the escalation route, data requests and the hours.
trustWhy should I trust a licence from Malta?+
Since 2007 the site has run under the Malta Gaming Authority, licence MGA/B2C/890/2007. Winners Casino Ltd. is registered in Malta as C-18394, at Tower Road, Msida. That regulator enforces the fair-play and payout rules the brand follows.
trustWhere do I go when an answer falls short?+
First reply to the message thread you already have, asking for it to be reviewed by a supervisor. If nothing shifts, send a written complaint to [email protected] with your account email and the dates involved. Only after that internal step may you take the matter to the Malta Gaming Authority.
trustWhat if I no longer want an account here?+
Closure is permanent, so you need to ask for it yourself. Write from your registered email address to [email protected] stating that the account should be closed, and settle any balance first. Because of the one-account rule, the same person cannot open a fresh profile afterwards.
trustCan I see or erase what you hold on me?+
Both requests belong with [email protected], sent from your registered email address. A copy of your personal data is usually supplied within a month, and erasure happens where record-keeping duties allow. Some records tied to gaming law must be kept even after an account closes.
trustWhen does support actually pick up?+
Every hour of every day, Australian time included. Live chat and the phone line typically answer inside one minute, while email is answered inside eight hours. Christmas morning and a Sunday night look the same to the team.
trustHow long until someone speaks my language?+
Whenever a German, Finnish or Norwegian speaker is at the desk, that language gets a reply too. English is always available in chat, email and by phone. Finnish and Norwegian cover fewer shifts, so a reply in those may take longer to arrive.
At three in the morning
Winners Casino answers at any hour you write
Removes the worry that nobody will be there when something goes wrong late.