Billybets Casino N.V. holds licence OGL/2009/1467/117 issued by the Gaming Control Board Curaçao, with independent audits by iTech Labs and SIQ.
Over 513,000 players trust us with real money. Average withdrawal completes in 27 minutes, with a single-withdrawal ceiling of NZ$66,000.
Every session and transaction is protected by TLS 1.3 encryption. Disputes are handled independently through Gaming Laboratories International.
Three routes to a person
Which way should you reach us?
By the end you will know which channel suits your question and how long each one takes.
Chat before you wait
Live chat suits a locked account or a payment that has not landed; the chat window opens on the site and a person typically replies within three minutes, day or night.
Write to [email protected] for bonus terms, verification questions or anything you want in writing; replies typically arrive within six hours, and the mailbox never closes.
Call +64 9 745 6446 in NZST when you want to talk it through out loud; a person usually picks up within five minutes, and the line runs at every hour of the day.
Regulator and licenceGaming Control Board Curaçao, OGL/2009/1467/117
Where to get help
Gambling helpThe Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme
Four steps to a ruling
Take it up the chain, in order
You will know the four moves that turn a stuck query into a decision you can rely on.
Billybets Casino complaint inbox
Put your grievance in writing to [email protected], with your account e-mail, the dates and any chat reference. A written record lets the team trace what happened rather than start from scratch.
Quote your reference each time
Expect a reference number once your message is logged, plus a named handler and a timeline. Quote that reference in every later message so nothing gets re-explained.
Who reviews it next?
If the reply misses the point, ask for a senior review and restate the outcome you want. Keep it to the facts and the amount or decision in dispute, and the escalation stays quick.
A ruling from outside the casino
Unresolved after that, you can take the matter to the Gaming Control Board Curaçao, which licenses Billybets Casino N.V. under OGL/2009/1467/117; include your correspondence and reference.
Billybets Casino departments
Paperwork, payments or a complaint?
After reading this you will send each question to the team that actually handles it, first time.
These five answers cover the things New Zealand players ask us most before they get in touch.
trustWhat if I need help on a Sunday night?+
Nothing closes. Chat, e-mail and the New Zealand phone line all run around the clock, so a Saturday morning or a three-in-the-morning query gets the same treatment. Typical replies come in about three minutes on chat and about five minutes by phone.
trustSince when has this casino been licensed?+
Billybets Casino N.V. holds licence OGL/2009/1467/117 from the Gaming Control Board Curaçao, and the company has traded since 2009. That licence number is the number to quote if you ever take a complaint to the regulator.
trustWhere do your support staff get their languages from?+
Chat and e-mail come back in English, German, Finnish and Norwegian, and the phone line is staffed in the same set. Pick whichever of those you write in and the reply will match it, so nothing gets lost in translation.
trustWhat if the person replying does not help me?+
Push back once, politely, and ask for the reply to be escalated. If the second answer still misses, send the details to [email protected], and an unresolved complaint can go on to the Gaming Control Board Curaçao.
trustDo I need to send documents before I withdraw?+
Checks usually wrap up inside thirty-nine hours once your proof of identity, proof of address and payment method confirmation are in. Sending clear photos the first time is what keeps it to that window, so withdrawals are not held up.
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