+61 2 8496 2600Malta MGA/B2C/258/2015
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Stuck at a Step? Contact National Casino Now

Whatever the hour, live chat, e-mail and the phone line are staffed 24/7 all year round.

Reach support now Licensed MGA/B2C/258/2015
Paid today
578,075 A$
8,850 Players online
Licensed and regulated since 2015 under MGA/B2C/258/2015. National Casino Ltd., C-53452 (Malta).
A$43M paid weekly. Average withdrawal processed in 28 minutes, up to A$78,000 per transaction.
256-bit TLS encryption. Audited by QUINEL and Gaming Laboratories International.
National Casino desks

Which channel answers you soonest?

Once you finish reading, you will know which of the three channels fits your question.

Now rather than later
For a bonus that will not load at midnight, chat is the shortest path: a person joins within three minutes, whatever the hour.
Start live chat
Slower but on record
When the details matter more than speed, attach a screenshot and write to [email protected]; a reply lands within twelve hours.
Write to us
Need an answer today?
At the moment an account locks, ring +61 2 8496 2600 AEST; an adviser picks up in about one minute and never asks for your password.
Call support
Dialling at midnight

Local numbers and AEST hours for Australia

Late in the evening, this block tells you which local numbers, hours and authorities apply to your account.

Reaching us

Country phone line+61 2 8496 2600
Support time zoneAEST
Languages on offerEnglish, German, French, Finnish, Norwegian
E-mail for players[email protected]

Who supervises

Supervisory authorityMalta Gaming Authority, MGA/B2C/258/2015

Getting help

Gambling problem helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register
A fair outcome, in writing

A written trail from support to the regulator

For the moment a reply has arrived and it still leaves your question open.

After an answer you disagree with
Within a day of a reply you disagree with, write to [email protected] with your account email, the chat reference and a short account of what went wrong. Attach the screenshots you kept and name the outcome you expect.
Where does my complaint stand?
By the end of the next working day, a complaints officer replies with a reference number and the person handling your case. Keep that number: every later message and any regulatory step will ask for it.
Senior review request
Should the first written answer not address your point, ask for a senior review and quote the reference again. Before the review, gather your deposit history; after it, you hold a final internal decision in writing.
Take it to the Malta Gaming Authority
Once internal options are exhausted, take your reference and the final written decision to the Malta Gaming Authority, which licenses National Casino Ltd. under MGA/B2C/258/2015. Send them after the casino's final reply, not before.
Six addresses

Department addresses for every request

A misplaced message is the usual fear; one glance here sends yours to the desk that owns it.

Account inboxes

General questions, all topics[email protected]
Document checks, KYC[email protected]

Money inboxes

Deposits and withdrawals[email protected]

Other inboxes

Complaints to support first[email protected]
Privacy and data requests[email protected]
Business and partnerships[email protected]
While the question is still open

See how long each channel usually takes

Four figures that tell you where your question will be answered soonest.

Live chat

Chat opening hours24/7 all year round
Chat first reply3 minutes
Time zoneAEST

E-mail

Support e-mail[email protected]
E-mail reply time12 hours

Phone

Australia phone+61 2 8496 2600
Phone wait1 minute

Get free help from people who understand

Beyond the casino itself, three independent organisations give free, confidential support to people in Australia whose gambling has become hard to manage, whatever the hour and whatever the stakes.

Gambling Help Online. Offers free online and phone counselling, plus practical tools to help you regain control of your gambling.

Lifeline Australia. Gives crisis support and suicide prevention to anyone in Australia who is struggling to cope.

National Self-Exclusion Register. Lets you block yourself from all licensed online gambling sites in Australia through one request.

Full article

Before you ask, have these to hand

Setters usually need the same handful of details, so keep them open beside you.

  • Account email address
  • Reference of the payment or chat
  • Screenshot of the error or screen
  • Photo ID and proof of address
  • Note of the amount and its time
Answers without the guesswork

Will they ask for my password?

By the end you will know what each answer needs and who to ask for it.

trustWhat if I cannot recall the email I signed up with?+
Whichever way you reach us, the first thing asked of you is your registered email address and date of birth. Both are matched against the account record without anyone seeing your password, and no member of staff will ever request it. Confirming the last four digits of a payment method usually settles the rest.
trustHow long until a complaint gets a proper answer?+
Should a reply leave you unsatisfied, say so in the same conversation and ask for it to be escalated to a supervisor. Written complaints sent to [email protected] are logged and reviewed in order of arrival, and each one receives a decision in writing within seven days of the log date.
trustCan I get a copy of everything you hold on me?+
You can request either at any time as a player in Australia. Send the request to [email protected] from your registered address, stating whether you want a copy or erasure, and the team confirms receipt before acting. Records that Maltese licensing obliges us to hold are kept for the set period even after erasure.
trustWhy is help not offered in every language all day?+
Because support is staffed around the clock, the language list follows the shifts rather than the clock. English is always available, and German, French, Finnish and Norwegian speakers cover the hours published alongside our contact details. Opening a chat in any of the five keeps you with one person throughout.
trustWhat happens once I ask you to shut my account?+
Sending a closure request to [email protected] sets the process in motion, and the account is shut once any open bet or pending withdrawal is resolved. After that, logging in is refused and marketing stops. A closure differs from self-exclusion, which you can also register through the National Self-Exclusion Register.
trustWhere do I send my ID once it is requested?+
Documents uploaded for verification are checked in about four hours, and the result arrives by email. Photo ID, proof of address and a payment card image are what the team needs to see. Where a document is unclear or out of date, that same email says exactly what to replace.
National Casino licence holder

National Casino, licensed and registered

Six lines settle who you are dealing with and where a written complaint belongs.

Company

Legal nameNational Casino Ltd.
Company numberC-53452 (Malta)
Registered addressTriq il-Kbira, Msida

Licence

RegulatorMalta Gaming Authority
Licence numberMGA/B2C/258/2015

Written contact

Support e-mail[email protected]

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