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Reach our team by live chat, e-mail or phone, any hour of any day, and a person answers.

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Gaming Control Board Curaçao OGL/2008/4543/183

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Highstakes Casino channels

Pick a channel and start talking

The worry that nobody real will answer melts away here, whatever the hour.

Chat with us now

Best when your question is quick and you want an answer now; live chat typically connects you in about one minute, around the clock.

Start chat

An answer you can keep

Best for verification documents or anything with a paper trail; write to [email protected] and expect a reply in about 8 hours.

Write to us

You need to talk it through

Best for anything urgent or fiddly; call +64 9 819 0377 (NZST) and a person picks up in about 3 minutes, day or night.

Call us

You are in New Zealand

From overseas rules to home-grown help

When you are a New Zealand player and want to know who you are dealing with, look here.

How to reach us

Local phone+64 9 819 0377

Our time zoneNZST

Languages we speakEnglish, German, Finnish, Norwegian

E-mail us[email protected]

Who supervises us

Supervisor and licenceGaming Control Board Curaçao, OGL/2008/4543/183

Help if it turns bad

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

Four steps up

Highstakes Casino complaints, step by step

Here is the order to follow when a standard answer has not fixed your problem in New Zealand.

Written complaint by e-mail

First, write to [email protected] with your account email and what went wrong. Attach the transaction or chat reference so nothing needs chasing later.

Read the eight-hour reply

Within eight hours, a named agent reviews your case and replies with what they found. Read that answer carefully, since it usually settles the matter at this stage.

From agent to manager

If that reply misses the point, ask for a senior review and say why the outcome was wrong. Bring new evidence only, and an internal manager gives you a written decision.

Regulator as your last word

Still unhappy once internal steps end, you may take the matter to the Gaming Control Board Curaçao, the licence holder's regulator. Include your complaint trail and the final internal answer.

Five addressed inboxes

Land your question in the right inbox

Pick the address that matches your question and skip being passed from inbox to inbox.

Your account

General support[email protected]

Document verification (KYC)[email protected]

Your money

Deposits and withdrawals[email protected]

Everything else

Complaints[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Highstakes Casino hours

How fast will someone answer?

Your clock matters most when a withdrawal or a login problem is holding up your evening.

Live chat

Live chat hours24 hours a day

Live chat first reply1 minute

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply8 hours

Phone

Phone number+64 9 819 0377

Phone waiting time3 minutes

Support questions settled

Your question, already answered

Five answers that save you a message and tell you exactly where to go.

trustWhat happens when I ask for a copy of my data?+

When you want a copy of your personal data, or its deletion, send the request from your registered email address to [email protected]. The privacy team replies in writing, and it tells you what can be deleted and what must be kept for licensing records.

trustWhat happens when support needs to identify my account?+

When support checks who you are, it needs your registered email address, your full name and the last four digits of a payment method. A password is never requested, not by live chat, not by email, not by phone.

trustCan I complain again if the first reply misses?+

Can I take my complaint higher if the first reply misses the mark? Yes, ask for it to be escalated to a senior agent, then write to [email protected]. If that still leaves you unsatisfied, you may take the matter to the Gaming Control Board Curaçao.

trustDo I need to wait long for account verification?+

Do I need to wait long once my papers are in? Photo identification, proof of address and payment method confirmation are usually checked within 3 hours. You get a message the moment the check is done.

trustWhen can I get help in my own language?+

When does a person answer in my own language? Support runs 24 hours a day, 7 days a week, in English, German, Finnish and Norwegian. New Zealand players are answered in English at any hour, including public holidays.

Company details

Licence rules here, not guesswork

By the end of this table you will know which company holds your money and who watches it.

Company

Legal nameHighstakes Casino N.V.

Company number681308 (Curaçao)

AddressHeelsumstraat, Willemstad

Licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2008/4543/183

Written contact

Support e-mail[email protected]

Two minutes of prep, hours saved

Have the following in front of you and the first reply usually closes the case.

Your registered e-mail address
Your account username details
Transaction reference or ID
A screenshot of the issue
Photo identification images ready