Shuffle Casino support desk

From unanswered question to real person: Shuffle Casino contact

At any hour of the day you can chat, write or call our New Zealand team, because support runs 24/7.

Start the chat Withdrawals average 23 minutes

Paid today

853,035 NZ$

8,318 Playing now

Gaming Control Board Curaçao OGL/2007/6847/528, operating since 2007

Average withdrawal time 23 minutes, up to NZ$90,000 per transaction

256-bit AES encryption, independently audited by eCOGRA and BMM Testlabs

Three routes

Chat first, mail second, phone always

This block settles which of the three routes gets your question answered soonest.

Live chat, not a queue

Live chat on the site suits quick questions about a bonus, a game or a locked account, and an agent typically replies within five minutes at any hour.

Open chat

Shuffle Casino e-mail

E-mail carries anything with attachments, such as documents or a complaint, and [email protected] usually gets a written answer within six hours.

Write to us

Phone support

Phone lines are the fastest option when a payment has stalled, and +64 9 118 8834 answers in about two minutes on New Zealand time, NZST.

Call now

Local details

New Zealand player support

This block settles the local number, the clock we answer on and who supervises us.

How to reach

New Zealand phone+64 9 118 8834

Time zoneNZST

LanguagesEnglish, German, Norwegian, Finnish

E-mail[email protected]

Who supervises

SupervisorGaming Control Board Curaçao, OGL/2007/6847/528

Where to get help

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

Is gambling costing you more than money?

Since 2007 we have kept a short list of independent organisations for New Zealanders. Gambling Helpline New Zealand, The Problem Gambling Foundation and the Multi-Venue Exclusion Programme each offer free support that has nothing to do with our business and never reports back to us.

Gambling Helpline New Zealand. A confidential line staffed by trained counsellors, open to anyone worried about their own play or someone else's.

The Problem Gambling Foundation. Face-to-face and online counselling, plus education and advocacy, for people across Aotearoa affected by gambling harm.

Multi-Venue Exclusion Programme. A shared exclusion arrangement that lets a person step away from several venues at once within their region.

Full story

Shuffle Casino addresses

Your message landing on the right desk

It removes the worry that your message sits unread because it went to the wrong desk.

Your account

General support[email protected]

Verification and documents[email protected]

Your money

Deposits and withdrawals[email protected]

Other matters

Complaints[email protected]

Privacy requests[email protected]

Business and partnerships[email protected]

Answer times at a glance

Check the hours before you write

Having read this, you know which channel answers soonest and how long each typically takes.

Live chat

Live chat hours24/7

Chat first reply5 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply6 hours

Phone

Phone number+64 9 118 8834

Phone waiting time2 minutes

Escalation path

Escalating a complaint that was not settled

Finishing this section leaves you knowing each escalation step and where the regulator fits.

Where do I send it?

At the point a reply leaves your issue unresolved, write to [email protected] and describe what happened, with dates and any reference already given. Nothing is charged for raising it.

While you wait for the finding

Once your message lands, the team logs the case and sends you a reference number, then answers with its finding and any remedy it proposes.

Manager review request

Should the answer still feel wrong, ask for a manager review in the same thread, quoting your reference. A senior staff member reads the whole exchange again.

Can I go further?

If the internal route ends without agreement, you may take the matter to the Gaming Control Board Curaçao, the body that licenses Shuffle Casino N.V. Keep your reference and correspondence ready.

Knowing who you deal with

A familiar brand, a named licence holder

Reading this gives you the legal name, licence and address behind Shuffle Casino.

The company

Legal nameShuffle Casino N.V.

Company number387947 (Curaçao)

AddressSchottegatweg Oost, Willemstad

The licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2007/6847/528

Written contact

Support e-mail[email protected]

Straight answers, less waiting

Shuffle Casino support, answered plainly

Which answers remove the worry that a question to support will sit unanswered for days.

trustCan I verify my ID in a day?+

Checks usually finish inside 72 hours from the moment your documents arrive. Should a scan be too blurred to read, the clock restarts once a clearer copy reaches us. Nothing is paid out until that step is complete.

trustCan I escalate a reply I am unhappy with?+

Write to [email protected] and set out what happened, with dates. Support reviews the thread and replies; unanswered after that, you may take it to the Gaming Control Board Curaçao, our licensing regulator. Bring the same dates and reference numbers.

trustWhat if I would rather stop playing here?+

Say so at any time, and the account is shut; a balance still inside it is returned to you. Self-exclusion goes further and blocks play for a set period, which you can ask for in the same message. Neither step costs you anything.

trustCan I see the details you hold about me?+

Ask [email protected] for a copy of your data or its erasure. A request for the file is handled inside a month; erasure applies once records that law requires us to keep are set aside. Both requests need the verified email on the account.

trustDo I need to share a password to be found?+

Give the email address registered on the account and the last four digits of a recent transaction. Two closed facts like these let an agent find you without touching passwords. No member of staff will ever ask for a current password.

Shuffle Casino asks for these facts up front

Set these five things beside you and one message often resolves the whole query.

Your registered e-mail address
Account username and player ID
Date, time and amount of the transaction
Screenshot of the error you saw
Any reference from an earlier message