Three ways to reach a human

Tell Moon Casino what you need and reach us

Reach our team any hour of the day on live chat, e-mail or phone, and a real person answers in minutes.

Contact support Licensed and audited

Paid today

872,099 A$

2,898 Players now

MGA LicensedLicensed by the Malta Gaming Authority (MGA/B2C/461/2016) since 2016

Fast PayoutsAverage withdrawal time 25 minutes, A$64M paid monthly

Data Protection256-bit TLS encryption, audited by Gaming Laboratories International

Faster answers here

Pick the way you want to reach us

This settles which of our three channels gets your question answered soonest.

An answer in minutes, not hours

Start the chat for anything urgent or quick, like a stuck withdrawal or a login worry, and a person usually answers within 2 minutes.

Start chat

Send your question by e-mail

Write to [email protected] for anything you want in writing, like documents or a payment query, and expect a reply in around 4 hours.

Write us

Call someone now?

Call +61 2 3792 3580 (AEST) when you would rather talk it through out loud, and someone picks up in about 5 minutes.

Call us

Local help for you

Reach us here in Australia

This lays out the local number, time zone and help lines for players in Australia.

How to reach

Australian phone+61 2 3792 3580

Support time zoneAEST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who supervises

RegulatorMalta Gaming Authority (MGA/B2C/461/2016)

Get help

Help linesGambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register

Escalation path

What if the answer does not satisfy me?

Moon Casino keeps the same record at every stage, so nothing you tell us gets lost on the way up.

Which details should I include?

Write to support with what happened, using the e-mail address already on this page, and keep the reference number a reply brings back. That number becomes your ticket through every later step.

Before and after the reply

Read the reply in full and answer it with any screenshot or receipt it asks for. A support agent looks at your case again with those details attached, then confirms the outcome in writing.

Request for a manager review

Ask for a manager review when the outcome still feels wrong, quoting your reference number. Moon Casino passes the file upward, and a senior staff member answers you with the reasoning behind the decision.

Moon Casino cannot settle it

Take unresolved matters to the Malta Gaming Authority, the regulator named above. Bring your reference number and the dated replies, so the authority can trace the whole exchange.

Six inboxes

The right inbox gets you a faster reply

This follows how we work: every question goes to the team that handles it, first time.

Your account

General support and everyday help[email protected]

Document and identity checks[email protected]

Money matters

Deposits, withdrawals and payments[email protected]

Other desks

Complaints you want escalated[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Five details to check

From licence to address, checked in one place

Moon Casino publishes its own details here, so you never have to guess who holds your money.

The company

Legal nameMoon Casino Ltd.

Company numberC-80565 (Malta)

Registered addressLevel 4, Portomaso, Birkirkara

The licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/461/2016

Written contact

Support e-mail[email protected]

Moon Casino asks for these details first

Gather these five things before you open a chat or send an e-mail.

Your registered e-mail address
Your account username or number
Transaction date, amount and reference
Screenshots of the error or game
Photo ID, if verification is underway

Seven lines to know

Typical hours and reply times

Knowing the wait in advance keeps a quick question from turning into a restless evening.

Live chat

Chat hours24 hours, 7 days

Chat first reply2 minutes

All hours inAEST

E-mail

E-mail address[email protected]

E-mail reply4 hours

Phone

Phone number+61 2 3792 3580

Phone wait5 minutes

Six short replies

Need a reply you can act on?

Finish this passage knowing where each message goes and what follows if a reply misses.

trustHow long do you keep my personal data on file?+

Send a request to [email protected] and say plainly whether you want a copy of your data or its deletion. Our team confirms receipt, then replies inside the four hours set for support mail.

trustWhen is live chat open at night and on weekends?+

Chat, phone and mail run twenty-four hours a day, every day of the week, so a Saturday night question lands in the same queue as a Tuesday morning one. Live chat typically answers in two minutes, phone in five, and mail in four hours.

trustWhen should a complaint go to the regulator?+

Ask the agent to pass the matter to a supervisor, or write to [email protected] with your reference. Should the outcome still sit badly with you, escalate the file to the Malta Gaming Authority.

trustWhat if I want to check the Moon Casino licence first?+

Look to the Malta Gaming Authority, which licenses Moon Casino Ltd. under MGA/B2C/461/2016. That regulator holds the record for the brand, so a query about licence standing goes there rather than to a forum.

trustWhy do the replies come in only four languages?+

Agents answer in German, Finnish, Norwegian and English, the four languages we staff for. Australian players get English on chat, phone and mail, with no translation step in between.

trustWhat happens to my balance if I shut my account?+

One message to [email protected] closes the account, and any cleared balance goes back to your nominated payment method first. Remember that each player may hold only one account, so the door stays shut to a second sign-up.