Get in Touch with Our Support Team
Version of 21 September 2026. Dated so you know the addresses below are current. They are checked whenever this page moves.
Live chat
Everything above reaches an offshore operator. We hold no New Zealand gambling licence, so there is no local regulator sitting behind these addresses, which is why the escalation route is written out rather than assumed.
Live chat inside the lobby is the fastest route and it is open at every hour, including New Zealand nights and public holidays. Typical wait is under two minutes. Ask for a ticket number at the end of the conversation so the thread can be picked up later by someone else.
- [email protected] for accounts, deposits, withdrawals and anything needing an attachment. Answered within one working day.
- [email protected] for a copy of your data, a correction or a deletion request. Answered within twenty working days.
- [email protected] for questions about the terms or the bonus rules.
What to include
Your account email address and, if it is about a transaction, the date and the amount. Never send us your password, and never send a two-factor code to anyone including us. We will not ask for either.
How long each route takes
| Route | What it is for | Typical reply |
|---|---|---|
| Live chat | Anything urgent: a stuck deposit, a game that froze, a withdrawal you cannot see | Under two minutes |
| [email protected] | Anything needing an attachment or a paper trail | One working day |
| [email protected] | A question about the terms or a bonus clause | Two working days |
| [email protected] | Your data: a copy, a correction, a deletion | Twenty working days |
| Escalation | A decision you disagree with, raised on an existing ticket | Five working days |
Every hour on this page is a real hour rather than a target. Chat runs through the New Zealand night because that is the middle of the working day for the team answering it.
What support can and cannot do
They can find a payment, explain a bonus term, set a limit with you, pull a game round record from the studio and escalate a decision. They cannot reverse a bet you regret, lift a limit you set before the cooling-off period has run, waive verification, or tell you anything about an account that is not yours. Asking is never a problem; those four answers just will not change with persistence.
Telling a real message from a fake one
Anything genuinely from us also appears in the notification centre inside your account. That is the test worth learning: if an email says something urgent and the account says nothing, the email is not ours. We never ask for a password or a two-factor code by any route, we never ask you to move money to a different account, and we never send a payment link by text.
If the answer does not settle it
Reply on the same ticket and ask for escalation. A manager takes the file and answers within five working days with a decision and the reasoning behind it. Because we operate offshore, there is no New Zealand regulator sitting above that step, which is exactly why we keep it documented and short.
An escalation goes further when it arrives complete. Give the ticket number, the date and time with your own timezone against it, the amount and currency, and what you expected to happen instead. Screenshots help more than descriptions. A file put together like that is usually answered well inside the five days.
Responsible gambling
If you want a limit, a break or a self-exclusion, you do not need to contact us at all: they are all in your profile under Responsible Gambling and they take effect when you set them. For help outside the account, the Gambling Helpline New Zealand is free and confidential on 0800 654 655, any hour of any day.
Where we are
Smokos Casino operates from outside New Zealand. We hold no New Zealand gambling licence and the Department of Internal Affairs neither licenses nor supervises us. Under the Gambling Act 2003 it remains lawful for a person in New Zealand to play at an overseas casino.
We do not publish a street address for player correspondence, because every route that reaches us is the ones listed above and post to an offshore office reaches nobody faster. Company details are disclosed to a regulator or a payment partner on request.