Regulator and licenceMalta Gaming Authority, MGA/B2C/785/2013
If it hurts
Gambling helpGambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register
Four Steps Up
What Happens When Support Cannot Fix It?
A clear route from the first reply to the regulator, so a dead end never ends the matter.
Still Stuck After the Reply
The moment a reply leaves you stuck, write to the complaints address with your account e-mail, the date and what you were told. Keep it factual.
Logged, Then Answered
Within a short window, support confirms your complaint has been logged and gives you a reference. Anything missing is requested in that same message.
From Front Desk to Manager
An unresolved case moves to a manager, who reviews the records and responds with a decision in writing. Ask for this if the first outcome felt rushed.
Malta Gaming Authority
If the decision still misses the mark, you may take the matter to the Malta Gaming Authority, the regulator named in the licence details below, and cite MGA/B2C/785/2013.
Quickest Desk for You
Which Address Should I Write To?
One habit here: the right desk answers faster than a general inbox, so we split them by topic.
Five straight answers covering data requests, account checks, night support, licensing and escalation.
trustWhat happens when I ask for a copy of my personal data?+
Send one line to [email protected] and tell us whether you want a copy or deletion. Our team confirms your identity, then replies with what is held and what has changed. Nothing is passed to advertisers without your consent.
trustDo I need to give my password when I contact support?+
Your registered email address and full name are enough to find the account. Support never asks for your password, so treat any request for it as suspicious. Mention the last four digits of a payment method only if we need to match it.
trustCan I reach someone at night or on a Sunday?+
Live chat and the phone line both run twenty-four hours a day, seven days a week, so late nights and weekends are covered. Most chat replies land inside five minutes and calls are usually answered within two minutes. Emails take up to twelve hours.
trustCan I check which licence Vipzino Casino holds?+
Vipzino Casino Ltd. is licensed by the Malta Gaming Authority under MGA/B2C/785/2013, and we have taken bets since 2013. KYC checks, payouts and disputes all follow Maltese rules. Our card payments sit behind 256-bit TLS encryption.
trustWhen should I escalate a complaint past support?+
Send the full thread to [email protected] once support has had a fair go at the issue. Written replies usually arrive within a working day, and we set out what we can and cannot do. If the outcome still fails you, the Malta Gaming Authority takes it further.
Have These Handy Before You Reach Out
A short set of details shortens every conversation, whatever channel you choose.
Your registered e-mail address
Account username or player ID
Transaction date and amount in Australian dollars
Screenshot of the screen or error
Copy of the message you received
Check Who Runs It
Vipzino Casino Is Run by a Licensed Company
By the last line you will know the registered company, its licence and where to write.