Monkeyzino

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Three ways to get help

Contact Monkeyzino Casino support now

Reach Monkeyzino Casino support by chat, e-mail or phone, available around the clock every day of the week.

Get help now Must be 18 or over to participate. Full conditions available on site.

Answers within minutes

Monkeyzino Casino ways to reach us

Fastest answer

Best for quick questions while you play; live chat answers in about 3 minutes, day or night, and keeps the conversation on screen.

Start chat

When detail matters

Best for anything with documents or detail; write to [email protected] and expect a reply in around 6 hours, day or night.

Write in

Talk to someone now

Best for urgent money or account trouble; call +61 2 8239 3135 (AEST) and a person picks up in roughly 5 minutes, around the clock.

Call us

Support that fits you

Can I get help in my own time zone?

Same friendly, direct help you get everywhere, tuned to Australian hours and numbers.

Reach us

Item	Detail
Phone	+61 2 8239 3135
Time zone	AEST
Languages	English, German, Finnish, Norwegian
E-mail	[email protected]

Supervision

Item	Detail
Regulator	Malta Gaming Authority, MGA/B2C/847/2021

Help

Item	Detail
Help services	Gambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register

Help beyond us

When gambling stops feeling like a game

Independent organisations, separate from any casino, help with gambling problems. These services are free, confidential and there for anyone in Australia worried about their play or someone else's.

Gambling Help Online

Counsellors and self-help tools reachable whenever you need a private conversation about your play.

Lifeline Australia

Trained crisis supporters listen at any hour if gambling stress tips into something heavier.

BetStop National Self-Exclusion Register

One sign-up blocks you from betting with every licensed operator across the country for good.

Six addresses to pick from

Which e-mail should I use?

This settles which address to pick so your message lands on the right desk.

Account

Department	E-mail
General support and questions	[email protected]
Document verification and KYC	[email protected]

Money

Department	E-mail
Deposits and withdrawals	[email protected]

Other

Department	E-mail
Complaints handled here first	[email protected]
Personal data and privacy requests	[email protected]
Business and partnerships	[email protected]

Know your operator

Company, license and contact details

Read this and you know exactly which company runs the site and who licenses it.

The company

Detail	Entry
Legal name	Monkeyzino Casino Ltd
Company number	C-84364 (Malta)
Registered address	Level 3, 142 Tower Road, Sliema, SLM 1604, Malta

The license

Detail	Entry
Regulator	Malta Gaming Authority
License number	MGA/B2C/847/2021

Written contact

Detail	Entry
Support e-mail	[email protected]

About to message us

Giving us the details that save a round trip

Have this to hand

Grab these five details first and your first reply usually answers the whole question.; Your registered e-mail address; Your account username or player ID; The date and amount of the transaction; A screenshot of the error message; The payment method you used

Monkeyzino Casino complaints

What happens when a reply misses the mark?

Follow this path and you always know the next step and who should answer it.

1

Monkeyzino Casino complaint log

Write to [email protected] with your account e-mail, the dates and what went wrong. Support logs it as a formal complaint, so keep the reference that comes back.
2

A reply with a reference number

Expect a written answer once the team has reviewed your history. That reply carries a reference number, and you quote it in every later message about the same issue.
3

Can a senior agent look again?

Ask for a review by a senior agent if the answer does not satisfy you. Stick to the same thread and add any new evidence instead of opening a fresh complaint.
4

After the final answer: the regulator

Take your case to the Malta Gaming Authority if the internal steps leave you unsatisfied. Send the whole thread and reference numbers, and the regulator takes it from there.

Browse the Games

No guesswork on timing

Timing you can plan your evening around

It removes the worry that you will sit waiting with nobody on the other end.

Live chat

Channel	Timing
Chat hours	Available around the clock
Chat first reply	About three minutes
Hours shown in	AEST

E-mail

Channel	Timing
E-mail address	[email protected]
E-mail reply	Within six hours

Phone

Channel	Timing
Phone number	+61 2 8239 3135
Phone waiting time	Around five minutes

You need help now

Straight answers to common support questions

Can I check your licence before I sign up?

Yes, we hold a Malta Gaming Authority licence, number MGA/B2C/847/2021. That regulator oversees how Monkeyzino Casino Ltd operates, so you can check our standing with them directly.

Why do I see other languages in support?

Support answers in English, German, Finnish and Norwegian. An Australian player can always chat or write in English, and pick another listed language if it suits you better.

Why would I close my account rather than pause it?

Ask support to close your account and they will confirm once it is done. If you want to stop for a set time or longer, our self-exclusion option keeps you locked out harder.

Why can I reach you at 3am on a Sunday?

Live chat, phone and e-mail all run around the clock, including nights and weekends. Typical replies are about three minutes on chat, five on the phone and six hours by e-mail.

Where do I send my documents and how long is the wait?

Most checks finish within about thirty-seven hours once your documents are in. Photo ID, proof of address and a card image usually cover it, and we message you if anything else is needed.

Why does support need details but not my password?

We confirm who you are using your account e-mail and recent activity, never your password. Sharing your e-mail address and a few account details is enough for us to locate you.