Reach support before you lose time

Shakebet Casino contact points, explained

Live chat, e-mail and phone reach a person around the clock, 24 hours a day, 7 days a week.

Contact support now Licensed by Malta Gaming Authority

Paid out today

457,506 NZ$

2,059 Playing now

License MGA/B2C/693/2009 issued by Malta Gaming Authority, audited by eCOGRA and SIQ

Average payout approved in 5 minutes, up to NZ$43,000 per transaction

Bank-grade data protection across all sessions and payment methods

Channel guide

Instead of guessing, pick the matching channel

Shakebet Casino keeps every channel staffed, so the time of day never decides your answer.

Something needs sorting right now

Start live chat when you need an answer while you wait. Typical reply is three minutes, and the desk stays open through the night.

Open chat

Send the details in writing

Write to [email protected] for anything that needs a paper trail, such as a payment query. Expect a reply within two hours.

Write to support

Typing is harder than talking

Call +64 9 288 1185 in NZST when talking is easier than typing, or when your account is locked. Someone picks up in about three minutes.

Call support

Six local facts

Shakebet Casino support for New Zealand players

This block settles the local number, the clock, the languages and who supervises Shakebet Casino here.

How to reach

New Zealand phone+64 9 288 1185

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Who supervises

Supervisory authorityMalta Gaming Authority, MGA/B2C/693/2009

Where to get help

Gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation of New Zealand, Multi-Venue Exclusion Programme

Free outside help, not a sales pitch

Gambling problems answer best to people who owe the casino nothing. Three New Zealand organisations work independently of Shakebet Casino and of any operator, they cost nothing to use, and they speak with you in confidence. Keep their names in reach before you need them.

Gambling Helpline New Zealand. Runs a free, confidential phone line for anyone worried about their own play or someone else's.

The Problem Gambling Foundation of New Zealand. Offers counselling and one-to-one advice to players and to families across the country.

Multi-Venue Exclusion Programme. Lets you block yourself from gambling venues in your area through a single arrangement.

See full story

Skip the wrong inbox

Your paperwork question lands in the right inbox

Use this list when your question belongs to one department and you want it handled first time.

Account

General support[email protected]

Verification, KYC documents[email protected]

Money

Payments, deposits and withdrawals[email protected]

Other matters

Complaints, handled by support first[email protected]

Privacy, personal data requests[email protected]

Business and partnerships[email protected]

Seven answers on timing

Shakebet Casino support runs every hour of the year

You will know exactly when each channel picks up and how fast a reply usually lands.

Live chat

Chat is open24 hours a day, 7 days a week

Chat first reply3 minutes

Clock used hereNZST

E-mail

Support inbox[email protected]

E-mail reply2 hours

Phone

New Zealand line+64 9 288 1185

Phone wait3 minutes

Gather these details before you write

Line up the following before you open a chat, send an e-mail or dial.

Your registered e-mail address and account number
The payment method you used, with the last four digits
A screenshot of the screen where the problem appeared
The date and exact time of the transaction
Your photo identification and proof of address, if asked

Get an answer you accept

Take an unresolved issue up the chain

Reach for this sequence on the day a routine reply leaves your question unanswered.

Before you pick up the phone again

Write to [email protected] with what happened, the date and any reference you already hold. Keep the note plain and factual, because a clear record speeds up the review.

A reference number for your case

Expect a reply that carries a reference number for your case. Store that number somewhere safe, as every later step and every escalation will quote it.

A second review by a manager

Ask the agent to pass the file to a manager for a second look. A supervisor reviews the record with fresh eyes and explains the outcome in writing.

Your final step outside the casino

Approach the Malta Gaming Authority if the internal route runs out. This licence sits with them, and they take over disputes the operator has failed to close.

Operator details

Know the company holding your account

Turn here when you want to confirm who holds your money and which licence covers it.

Company

Legal nameShakebet Casino Ltd.

Company numberC-12847 (Malta)

Registered addressTriq il-Kbira, Birkirkara

Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/693/2009

Written contact

Support e-mail[email protected]

Shakebet Casino support, answered

What you will know before you message

By the end you will know who answers, what they can do and where a complaint goes when words run out.

trustDo I need to check your licence before signing up?+

Do check it before you send money anywhere. Shakebet Casino Ltd. holds licence MGA/B2C/693/2009 from the Malta Gaming Authority, so New Zealand players are dealing with a licensed, audited operator rather than an anonymous site.

trustWhat if support cannot find my account without my password?+

Give the email address on the account and the date of your last deposit. Nobody on the team will ever ask for your password, so treat any request for one as something to report straight away.

trustWhat happens when I ask you to close my account?+

Send the request to the support inbox and it is actioned from there. Once the account is closed you lose access to any bonus balance still sitting on it, so withdraw what is yours first.

trustWhat if I am not happy with the first answer?+

Reply to the same thread and ask for it to be escalated to a supervisor. If the outcome still leaves you short, [email protected] takes it further, and the Malta Gaming Authority is the next step after that.

trustWhere do I write if English is not my first language?+

Messages arrive in English, German, Finnish or Norwegian, so pick whichever of those you write most comfortably. Everything about your account stays in one thread, which keeps the history readable for whoever picks it up next.

trustHow long until someone answers at night or on a weekend?+

Help runs 24 hours a day, seven days a week, including public holidays and the small hours. New Zealand time applies, so a message sent at 2am NZST reaches a person within the usual few minutes on chat or phone.