Spin City Casino Customer Support

Spin City's homepage and About page describe its support slightly differently. The table sets out what each page says and what we couldn't confirm.

Both pages describe round-the-clock support: "day and night" on the homepage and "24/7" on the About page. Neither says whether every language is staffed at all hours. Because New Zealand evenings fall during the European night, our guess is that English may get you the quickest reply then – but that's our assumption, not something the casino has published. According to the terms, withdrawals are processed daily, including weekends and holidays, so payment questions aren't limited to business days.

• English
• German
• Polish
• Danish
• Russian

These five languages are listed on the homepage. There's no dedicated New Zealand version of the site in our research; there is a Canadian English version (/en-ca), but we found no separate support details for it either.

A lot of support queries are about rules already set out in the terms of service. Knowing the rule first helps you ask a precise question and recognise a genuine problem. The figures below come from the terms PDF and the casino's bonus pages, and are quoted in euros as the casino publishes them – the research doesn't give NZD amounts.

For more on cashing out, see our withdrawal guide and payment methods overview. For sign-in problems, see the login guide.

We didn't find a published complaints procedure or an independent dispute service named by Spin City. The steps below are a practical sequence based on the channels and company details the casino does publish.

1. Start with live chatExplain the issue in a sentence or two, including the date, amount and transaction or game details. Never share your password. Save or screenshot the chat transcript.
2. Follow up in writing by emailSend a short email summarising the chat, using the address shown in the casino's own help or contact section (we couldn't confirm one). Email gives you a time-stamped record.
3. Ask for escalationIf the first answer doesn't resolve things, ask whether the case can go to a senior agent or a complaints team. Request a reference number and an expected reply date.
4. Write to the operator named in the termsThe terms name Faro Entertainment N.V. (Curaçao) as the contracting party and Faro Entertainment Europe Limited in Nicosia, Cyprus, as site operator. Refer to your earlier contacts and attach your evidence.
5. Consider outside optionsFor a disputed card or e-wallet payment, your bank or payment provider may be able to advise. Read the licence section below before relying on any regulator.

The licence situation and outside complaints

The homepage still says the casino holds a Curaçao online gambling licence. The terms say application OGL/2024/194/0642 is in progress and that the operator works under a Certificate of Operation in the meantime, and a GCB certificate page says the same. However, the Curaçao registry dated 2 October 2026 lists that licence as revoked as of 12 August 2026, at the operator's request. Spin City also doesn't appear on the iGaming Ontario operator list, the German GGL whitelist or the Portuguese SRIJ list. Closer to home, New Zealand isn't on the casino's restricted-country list, but the brand claims no NZ licence and we haven't confirmed anything with the Department of Internal Affairs. Under the Gambling Act 2003, overseas gambling can't be advertised in New Zealand, and a local online casino licensing regime is still being introduced. In practice, there's no confirmed regulator to take a complaint about this brand to, which makes careful record-keeping with the casino's own team all the more important.

Who you're dealing with

Contracting party ("we / us")

Faro Entertainment N.V.

Parent company

Faro Entertainment N.V., Kaya Richard J. Beaujon Z/N, Curaçao, Reg. No. 142227

Site operator

Faro Entertainment Europe Limited, 12 Demostheni Severi Av., Office 601, 1080 Nicosia, Cyprus, Reg. No. ΗΕ 425912

Licence status (Curaçao registry, 2 October 2026)

OGL/2024/194/0642 listed as revoked as of 12 August 2026[↗]

• Check the relevant rule in the terms first, so you can quote it.
• Note dates, amounts, payment method and any reference numbers.
• Screenshot error messages, balances and bonus pages – bonus figures differ between pages.
• Keep all communication in a single thread where you can.
• Send ID documents promptly; the terms allow 14 days once they're requested.
• Never share your password or full card number in chat or email.

Gambling is for adults only – in New Zealand that means 20+ for this kind of content. If you want a break or to set limits, support is a reasonable place to ask what your account allows, but don't rely on the casino alone. The Gambling Helpline offers free, confidential help on 0800 654 655 or at https://www.gamblinghelpline.co.nz, and our responsible gambling page covers warning signs and other support services. If a dispute is stressing you out or tempting you to keep playing, step away first and contact support later.