Best for papers and screenshots: write to [email protected] and a specialist usually answers within 8 hours, so anything with a photo attached travels safest here.
Supervisor and licenceMalta Gaming Authority, MGA/B2C/573/2009
Help
Gambling helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, The Salvation Army Oasis
A fair hearing, every time
From first reply to formal review, step by step
Use this path when a reply has left your question open or your balance still looks wrong.
Have you raised it with support yet?
If something has gone wrong, tell support first and explain the outcome you expected. A clear description of the issue, with any reference from your account history, gives the agent something to act on.
Clarity on what was decided
You get a reply that explains the decision and the reason behind it, usually within eight hours by e-mail. Read it against your own records and reply once with anything the agent may have missed.
Escalate to a manager
Should that answer still feel wrong, ask the agent to pass the case to a manager. A manager reviews the same facts afresh and responds in writing with a final position.
After the internal route
Following a final position you disagree with, you may take the matter to the Malta Gaming Authority. Keep the written replies, since the regulator will want the trail of what was already tried.
Ready to write
Send your request to the right desk
Useful once you know your question and want it to land with the team that handles exactly that.
This block settles what to gather so your first message does the work of three.
Your support checklistLine these up before you start and the agent can act straight away.; Your registered email address; The transaction reference or time; A screenshot of the screen; Your verification document photos; The bonus or game name involved
Whenever you need a person
Reaching a person tonight in New Zealand
Winvipe Casino keeps every channel open for New Zealand players, so a late-night question never waits for morning.
Most player worries are covered below, so you can carry on playing with a clear head.
trustWhat happens when I write in German or Finnish?+
Our team replies in English, German, Finnish and Norwegian, so you can write in whichever feels easiest. English is used for all account and payment correspondence, including anything sent to [email protected].
trustDo I need a special reason to shut my account?+
Simply ask the team and they will close it for you, usually within one working exchange. Any balance still sitting on the account is returned to you under normal withdrawal rules before the closure completes.
trustWhat happens when a reply does not fix my problem?+
If a reply leaves you unsatisfied, ask for the matter to be escalated and set out what you expected. Should that still not resolve it, you may take the complaint to the Malta Gaming Authority, which licenses us.
trustCan I speed up my document check?+
Most checks finish in 57 hours once your photo ID, proof of address and card image arrive. Sending clear, uncropped files to [email protected] on the same day keeps you close to that figure.
trustDo I need to share my login details with support?+
Your registered email address plus your full name is enough for the team to locate you. Nobody here will ever ask for your password, so treat any such request as suspicious and ignore it.
trustWhat if I want to check who licenses this casino?+
Winvipe Casino Ltd. holds licence MGA/B2C/573/2009 from the Malta Gaming Authority. If a dispute with us cannot be settled directly, that regulator is the body you can approach.
trustWhen do I hear back once I ask for my data?+
Send the request to [email protected] and the team will confirm receipt, then gather what you asked for. Expect a full reply within a month, which is the standard period for these requests.
Knowing who holds the licence
Check the licence holder, then contact us
After reading this you will know exactly which company answers for your account and licence.