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Answers in Minutes

Get Answers From Trino Casino in Minutes

Live chat, e-mail and phone all staffed around the clock, so a person reaches you within five minutes on chat and phone.

Contact Support Licensed and audited since 2017
Paid today
751,972 NZ$
6,996 Playing now
Licensed offshore operatorALSI-471964 issued by Anjouan Offshore Finance Authority
Fast withdrawalsAverage payout processed in 17 minutes, up to NZ$32,000 per transaction
Bank-grade encryption256-bit AES encryption protects every deposit and session
Three Ways

Get a Human Answer Without a Wait

Three routes to a real person, each with its own speed, so you pick the right one.

Fastest Human Reply
Within five minutes a chat agent answers for anything urgent: a stalled withdrawal, a locked account or a bonus that will not credit. Best for quick answers without leaving the site.
Start Chat
Send Us the Details
By the next morning, at [email protected], a reply lands for anything needing documents or detail: statements, verification questions or a written record. Allow up to twenty-four hours.
Write to Us
Phone Support Desk
Speaking to an agent on +64 9 164 5175 (NZST) takes about five minutes, which suits players who prefer a voice, a card issue or step-by-step help with a limit.
Call Us
Four Local Facts

Auckland Hours, Not Overseas Office Hours

New Zealand players get the local number, the local time zone and a team that answers around the clock.

Reaching Us

Local phone+64 9 164 5175
Support time zoneNZST
LanguagesEnglish, German, Finnish, Norwegian
Support e-mail[email protected]

Supervision

Regulator and licenceAnjouan Offshore Finance Authority, ALSI-471964

Help

Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, The Salvation Army Oasis
The Day Support Stops Helping

Complaint Steps From Support to Regulator

You will know the four steps from first message to a written ruling on your case.

Where Does the Complaint Go First?
By the time you write, gather your account email, the transaction reference and a short account of what went wrong. Send it to [email protected] so the thread starts in the right queue.
What Does the First Reply Include?
Within a day a handler replies with a case reference and either an answer or a request for documents. Reply on that same thread, because a fresh email splits the history.
Asking for a Second Pair of Eyes
If the handler's answer still leaves you short, ask for the case to be reviewed above the first responder. A senior member of the team re-reads the thread and issues a final internal position.
Beyond the Casino, Not Before It
Once the internal position is final and you remain unsatisfied, take the case to the Anjouan Offshore Finance Authority as licensing regulator. Attach the case reference and every reply, so the file stands on its own.
Skip the Wrong Queue

Right Desk First Time, Not a Forwarding Loop

Five addresses, one per job, so your message lands with the team that can actually settle it.

Account

General support[email protected]
Verification and KYC documents[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]
Privacy and personal data[email protected]
Business and partnerships[email protected]

What Should Be Ready Before You Write?

Have these open in front of you when you start the conversation.

  • Account email address
  • Payment or transaction reference
  • Screenshot of the error
  • Photo ID for verification
  • Short summary of the issue
Six Details That Answer It

Read the Company Behind Your Account

It settles who operates the site, where that company sits and which licence applies.

Company

Legal nameTrino Casino LLC
Company number537183 (Anjouan)
AddressHombo Road, Mutsamudu

Licence

RegulatorAnjouan Offshore Finance Authority
Licence numberALSI-471964

Written Contact

Support email[email protected]

Where to Turn When Play Stops Feeling Like Play

Independent services outside Trino Casino assist with gambling problems, and they are free and confidential. New Zealand players can choose between the Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand and The Salvation Army Oasis.

Problem Gambling Foundation of New Zealand. Counselling and community-based support for anyone in New Zealand whose gambling is causing harm, offered without judgement.

Gambling Helpline New Zealand. A trained voice at the end of the line for players who need to talk something through right away.

The Salvation Army Oasis. Practical, face-to-face help for individuals and families working through gambling harm together.

Full story
Support Answers

Straight Answers Before You Wait

By the time you have read this far, you want plain answers without another wait on chat.

trustCan I check the licence and company number myself?+
Trino Casino LLC holds licence ALSI-471964 from the Anjouan Offshore Finance Authority and trades under company number 537183, registered at Hombo Road, Mutsamudu. The same details sit in the footer of every page, so you can compare them without asking anyone. Since 2017 the operator has submitted its games to GLI and QUINEL for audit.
trustHow long until someone knows which account is mine?+
Before anything else, the agent confirms who you are from your registration email address, your full name and your date of birth. No password is ever requested, so treat any request for one as not from us. Have a recent deposit amount or your last withdrawal figure handy and matching is quick.
trustWhy do I need to write from my own email address?+
Your registration email is the key to both requests, so send them from it and expect a reply within twenty-four hours. A deletion request ends your account and any bonus balance with it. Privacy questions run to [email protected], where the same one-day reply window applies.
trustWhat if I want the account closed rather than paused?+
Send the request from your registration email and say plainly that you want the account shut; a cooling-off period is the gentler option if you only need a break. Any pending withdrawal is settled first, and remaining bonus funds are removed. Duplicate accounts are closed anyway, so one message covers everything.
trustWhen will my documents be checked and cleared?+
Verification usually finishes in about forty-two hours from the moment all three documents arrive: photo ID, proof of address and a payment card image. Clear, uncropped photos cut that wait, while a blurred card or a bill older than three months sends it back. Approval unlocks withdrawal in New Zealand dollars.
trustWhat happens when I write in a language other than English?+
English is the first language on desk, with agents also answering in German, Finnish and Norwegian. Writing in one of those four keeps you with a person who reads it without a translation step. Anything else is handled in English, so keep the message simple if that is not your first language.
trustWhy should I put a complaint in writing as well?+
Ask the agent to escalate first, then put the complaint in writing to [email protected] so it carries a date and a reference. If the reply still leaves you short, the Anjouan Offshore Finance Authority is the body that licenses the operator. Nothing in that route costs you a cent.
Knowing When to Wait

Check the Clock Before You Write

It settles how long each channel takes so you pick one with the clock in mind.

Live Chat

Chat hoursAround the clock, NZST
Chat first replyFive minutes
Time zoneNZST

E-mail

E-mail address[email protected]
E-mail replyTwenty-four hours

Phone

Phone number+64 9 164 5175
Phone waiting timeFive minutes

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