Something Just Went Wrong

You Need Someone at Gransino Casino

Chat, e-mail or phone reaches the Gransino Casino team, available around the clock on NZST.

Get Help Now Licensed since 2012

Paid today

499,710 NZ$

6,889 Playing now

Licensed & auditedGaming Control Board Curaçao license OGL/2012/6551/356. Independently tested by BMM Testlabs and Gaming Laboratories International.

Fast payoutsAverage withdrawal processed in 24 minutes. NZ$46M paid weekly to 214,000+ players.

Bank-grade security256-bit AES encryption protects every transaction. eCOGRA-certified alternative dispute resolution.

Pick a channel

Ways to Reach a Real Person

You will know which channel fits your question and how quickly it replies.

Who Is Online Now?

Best for quick questions mid-game and anything you want typed out; answers typically land within four minutes, day or night, in English, German, Finnish or Norwegian.

Start Chat

Before You Send Documents

Best for paperwork and anything with attachments, like statements or documents; write to [email protected] and a reply usually comes within six hours.

Write

Something Needs Fixing Now

Best when money or an account lockout cannot wait; call +64 9 843 9445 on NZST and someone usually picks up in three minutes.

Call

Answers on NZST

Support That Runs on NZST

No one has to translate a time zone or wonder who supervises the games you play.

Reach Us

New Zealand phone+64 9 843 9445

Support time zoneNZST

Languages spokenEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Supervision

Regulator and licenceGaming Control Board Curaçao, OGL/2012/6551/356

Get Help

Gambling support groupsProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Health Promotion Agency

Sorted Before You Reach Out

Line these up first and support can check your account without extra back and forth.

Your registered email address
Your player account number or username
Dates and amounts of the payment
Screenshots of the error or game
Your verification documents if already sent

Right Address First Time

Which Inbox Should You Choose?

Useful the moment a general reply tells you that another team handles your case.

Account

General support and gameplay[email protected]

Verification and documents[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints and disputes[email protected]

Privacy and personal data[email protected]

Business and partnerships[email protected]

Four Times Compared

Check the Wait Before You Choose

You will stop guessing when someone answers and pick the fastest channel for your question.

Live Chat

Live chat hoursAvailable around the clock

Chat first reply4 minutes typical

All hours shownNZST

E-mail

E-mail address[email protected]

E-mail reply6 hours typical

Phone

Phone number+64 9 843 9445

Phone wait3 minutes typical

When Play Stops Feeling Fun

Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand and the Health Promotion Agency all work with gambling problems, and every one of them sits outside our business. Their help is free and confidential.

Problem Gambling Foundation of New Zealand. Free counselling and support for anyone whose gambling has stopped feeling harmless.

Gambling Helpline New Zealand. A listening ear for players who want to talk tonight rather than work it out alone.

Health Promotion Agency. Public information and tools that help New Zealanders keep gambling in proportion.

Full article

Checking the Company

Check the Company Behind Your Account

You will have the legal name, address and licence to confirm who actually runs your account.

Company

Legal nameGransino Casino N.V.

Company number332176 (Curaçao)

AddressSchottegatweg Oost, Willemstad

Licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2012/6551/356

Written Contact

Support e-mail[email protected]

Straight Answers, Fast

Ask Late, Ask Early: Support Never Closes

You will know which answer applies to your situation before you write anything.

accountCan I get help in Finnish or Norwegian?+

Chat and e-mail replies come back in English, German, Finnish or Norwegian, so you can write in whichever of those four you think in. Anything you send in another language may take longer while it is passed to the right person. Pick the language you want the reply in and keep to it through the conversation.

accountCan I reach anyone at three in the morning on a Sunday?+

New Zealand players reach a person around the clock, on weekdays, weekends and public holidays. All times we quote are NZST, so nothing shifts when you are up late. Nothing is queued overnight for the morning shift to open.

accountWhere is this casino actually licensed from?+

The Gaming Control Board Curaçao supervises us under licence OGL/2012/6551/356, held by Gransino Casino N.V. of Schottegatweg Oost, Willemstad. That board is the body to escalate to if we ever leave a complaint unresolved.

accountWhat happens when I upload my ID and it takes days?+

Give the team thirty-one hours and your identity check is normally through, measured from the moment the last document lands. Most files clear well inside that window; a blurry photo of a card is the usual cause of a delay. [email protected] can confirm what is still outstanding.

accountWhat happens when support gives me the wrong answer?+

Say plainly that the reply did not settle it and ask for a supervisor, quoting the earlier conversation. A formal complaint goes to [email protected] and is reviewed above the frontline team. If the outcome still fails you, the Gaming Control Board Curaçao takes it further.

accountWhere do I start if I cannot get into my account?+

Have your registered e-mail address to hand, plus the last four digits of a payment method used and any reference number from a deposit. Names on the account and documents line up that way. Support will never ask for your password, and you should not offer it.

accountWhere do I go to close my account for good?+

Ask the chat team or write to [email protected] and state that you want the account shut. Closures are confirmed back to your registered address. Only one account per player is allowed, so a duplicate found later is closed as well.

When Support Falls Short

A Complaint That Gets Escalated

You will know the exact order to follow so a complaint is traced, reviewed and, if needed, heard by the regulator.

Your Written Record

Write to [email protected] setting out what happened, with dates, amounts and any screenshots that show the problem. Keep the first reply you receive.

Quote Your Reference

Quote the reference number you are given so the same person can follow your case. A full written answer follows once your account has been checked.

Tired of Repeat Replies

If the reply does not settle it, ask for the matter to be looked at by a manager. A senior reviewer then goes over your case and the earlier answer.

Who Rules on It Finally?

Should the manager's decision still leave you unhappy, you may take the matter to the Gaming Control Board Curaçao, the regulator named above, for an outside ruling.