Reading this, you will know which channel to open first and how long each one takes.
Minutes, Not Days
Best when something needs sorting this minute: a pending withdrawal or a bonus that will not load. Someone answers in about two minutes, any hour of the day.
Six short answers on verification, account details and complaints, settled before you send anything.
trustWhat happens when I am not happy with the answer?+
Reply to the message you already have, or send it again to [email protected] and ask for a manager to review it. If the reply still leaves you unsatisfied, you may raise the matter with the Anjouan Offshore Finance Authority.
trustWhy is my account verification taking this long?+
Checks on your documents typically finish within 46 hours of the file reaching the verification team. You will get an e-mail at the address on your account the moment a decision is made. Sending clear photos of all three documents at once avoids a second round.
trustDo I need to give my password to get help?+
Nothing beyond the e-mail address registered to your account, which our team uses to pull up your profile. We never ask for your password, not by chat, e-mail or phone, so treat any such request as a scam. Tell us what you see on screen and we take it from there.
trustWhere do I ask for my personal data?+
Write to [email protected] from your registered e-mail and say whether you want a copy or deletion. A copy is prepared and sent to you; where a legal duty to keep records applies, we explain which records stay and why. Deletion removes data no rule requires us to hold.
trustWhen does my account actually close?+
Send the request from your registered e-mail and the account is shut once the balance is settled, usually the same working day. Any bonus still running is cancelled at that point. Ask about a break instead if you may want to return later.
trustCan I see which licence covers this casino?+
Yes, Jackpoty Casino LLC holds licence number ALSI-176360 from the Anjouan Offshore Finance Authority, and you can check the company details against them. Players in New Zealand can also take a dispute to that regulator when our own replies fall short.
Speed at a glance
Late Questions Still Find a Person
After the table below, you will know which channel answers fastest at any hour.
These four steps matter when a reply has landed but it has not sorted out what went wrong.
Screenshots Kept, Password Withheld
Write to [email protected] with your account e-mail, the dates and what you expected instead. Attach screenshots and never include your password, since staff will not ask for it.
One Number, One Thread
Expect a reference number back so your case stays in one thread. A written answer follows, and quoting that number keeps the story straight.
A Fairer Second Look
If the answer misses the mark, reply on the same thread and ask for it to be raised higher. Restate the outcome you want in one short paragraph.
An Outside Set of Eyes
If that route runs out, you can take the matter to the Anjouan Offshore Finance Authority, the regulator named above. Bring your reference number and the written replies.
Jackpoty Casino Points You to Outside Help
Gambling problems are better handled with people outside the casino. Several New Zealand organisations offer that help for free, and reaching them says nothing about your account with us.
Problem Gambling Foundation of New Zealand. Counselling and practical support for anyone in New Zealand worried about their own gambling or someone else's.
Gambling Helpline New Zealand. A confidential line for New Zealanders who want to talk through what gambling is doing to them.
Multi-Venue Exclusion Programme. Lets a player step away from several venues at once with one request instead of many.