Regulator and licenceGaming Control Board Curaçao, OGL/2011/3697/228
Get Help
Gambling help locallyProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Agency Self-Exclusion Programme
Support Questions
What Do New Zealand Players Keep Asking?
Read these six answers and you will know exactly where each request belongs.
trustWhat happens when a Curaçao casino wants a licence?+
Gaming Control Board Curaçao issued the licence under OGL/2011/3697/228, and Snatch Casino N.V. has answered to that board since 2011. The number is printed on this page so you can check it against the register.
trustWhere do I find support that speaks my language?+
Four languages are covered: English, German, French and Spanish. Write in any of them and the reply comes back in the same language. Most New Zealand players reach the team in English.
trustWhy is someone awake at three in the morning?+
Advisors sit on live chat, e-mail and the phone around the clock, NZST hours included. Weekends and public holidays run to the same rota. A locked account at 2am gets the same desk as a Tuesday afternoon query.
trustWhere do I prove which account is mine without typing a password?+
Share the e-mail address registered on the account, your full name and date of birth. Nobody at support will ever request the password, and any message asking for it did not come from us. Those three details pull up the right file.
trustDo I need a separate request to see or erase my data?+
Yes, send one message to [email protected] and state whether you want a copy or deletion. Expect identity checks before anything is released or removed. Routine account queries on live chat cannot handle this.
trustDo I need to explain myself to shut the account?+
No reason is required: ask on live chat, by e-mail or on the phone and the account closes. Any remaining balance comes back to you under the usual withdrawal terms. Reopening later means going through verification again.
Sent It To The Wrong Address?
Where Should I Send This?
Each address lands on a dedicated desk, the same way Snatch Casino keeps one account per player: nobody handles it twice.
Nothing you send about a payment or a bonus disappears once the first reply lands.
Your Bonus Or Payout Went Wrong
Describe the problem to the support team in plain words, with dates and amounts. A typical first answer lands within six hours by e-mail, or three minutes on chat.
Snatch Casino Case Number
Ask the agent for a reference number for the case, then keep the reply. That number follows your complaint through every later step.
How Do I Escalate Higher?
If the answer still misses the mark, write to [email protected] and ask for a manager review. A senior member of the team reads it fresh.
Final Route To The Regulator
Should the manager review leave you unsatisfied, the file can go to the Gaming Control Board Curaçao, the regulator that issued licence OGL/2011/3697/228.
Gather First, Explain Once
Keep these five details close and one exchange usually settles the matter.
Your registered e-mail address
The account username or player ID
Deposit or withdrawal reference numbers
Screenshots of the error or bonus
Photo identification, proof of address, card image
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