Surge Casino support desk

Stuck at midnight? Surge Casino contact gets you through

Reach Surge Casino support by live chat, e-mail or phone, and someone answers around the clock, every day of the year.

Contact support now Licensed operator since 2014

Paid today

426,111 NZ$

4,358 Playing now

Anjouan-licensed operatorALSI-580535 issued by Anjouan Offshore Finance Authority; Surge Casino LLC (558011)

NZ$60M weekly payoutsAverage withdrawal time 30 minutes; NZ$181M paid monthly to 530,000+ players

256-bit TLS encryptionIndependently audited by eCOGRA and iTech Labs; alternative dispute resolution through eCOGRA

Mid-play and need a hand

The three ways to reach a human

At the moment a question can't wait, pick the channel that matches it and you are through.

Need a quick answer?

Live chat on the site suits quick account questions, and a person usually answers within 3 minutes, day or night.

Start chat

Before and after the paperwork

Drop a line to [email protected] for anything detailed you want in writing, and expect a reply within about 6 hours.

Write us

Want to talk it through?

Call +64 9 850 7693 in NZST to talk a problem through, and you are typically on with someone within a minute.

Call us

Surge Casino for Kiwis

When you are playing from New Zealand and need us

By the end of this table you will have the local number, time zone and help lines for New Zealand.

Reach us

Phone (NZ)+64 9 850 7693

Time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorAnjouan Offshore Finance Authority, ALSI-580535

Get help

Gambling helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, Lifeline Aotearoa

Still unhappy tonight

A clear route to a final answer

Removes the worry that nothing happens once a support agent says no.

Telling the team first

First, tell the team what went wrong and what you expected instead, sending it to [email protected] with your account email and any reference. A confirmation reaches your inbox so the case is on record.

A written answer to weigh

Within six hours an agent replies in writing, either fixing the issue or explaining the decision. Read the reply carefully and check any figure or game round it mentions.

Can a senior look again?

If the answer leaves questions open, ask for the response to be reviewed by a senior member of the Surge Casino team. Your earlier emails stay attached, so nothing has to be repeated.

Surge Casino licence holder regulator

Once internal options are used up, the matter can go to the Anjouan Offshore Finance Authority, the licensing regulator. Keep your emails, dates and the license number ALSI-580535 together for that step.

Skip the wrong queue

Which e-mail reaches the right department?

This block settles which address takes your question so it never sits in the wrong inbox.

Account

General support[email protected]

Document verification (KYC)[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints[email protected]

Personal data and privacy[email protected]

Business and partnerships[email protected]

Peace of mind

Surge Casino, registered in Anjouan

Answers the nagging question of which company actually holds your money and your data.

The company

Legal nameSurge Casino LLC

Company number558011 (Anjouan)

Registered addressBandar Salaam, Mutsamudu

The licence

RegulatorAnjouan Offshore Finance Authority

Licence numberALSI-580535

Written contact

Support e-mail[email protected]

When Our Tables Close, Their Doors Stay Open

Surge Casino points players to independent services across New Zealand. Gambling Helpline New Zealand, Problem Gambling Foundation of New Zealand and Lifeline Aotearoa all offer free, confidential support by phone and online, with no tie to our business and no judgement attached.

Gambling Helpline New Zealand. A free phone line staffed by trained counsellors who talk through urges, debt stress and family worries any hour of the day.

Problem Gambling Foundation of New Zealand. Face-to-face and online counselling sessions, plus budget advice, for players and the whanau around them.

Lifeline Aotearoa. A crisis line for anyone in emotional distress, including gamblers who feel they have run out of options.

Expected wait times

How long a reply takes from New Zealand

You will know which channel answers soonest and how long each reply takes.

Live chat

Chat hours24/7

Chat first reply3 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply6 hours

Phone

Phone number+64 9 850 7693

Phone wait1 minute

Typing a message at a stuck moment

Five small details cut the wait and usually settle the case in one exchange.

Your account e-mail address
Transaction reference or screenshot
The date and time of the issue
Photo identification for checks
Proof of address dated recently

Five answers, no runaround

Ask the chat before you ask for a manager

Players worry nobody real is listening, so here is who picks up and how fast.

trustWhich languages can I use when I write to support?+

Ask in English and the desk answers in English, and the same goes for German, Finnish and Norwegian. Choose the language you think in and the reply comes back in it. Nothing needs translating on your side.

trustWhy do you need my details before you can help me?+

You give the e-mail address on the account and a short note of the issue, and that is generally enough. Never send a password, because no one here will ever ask for one. A payment reference or a game name speeds things up.

trustWhy does nothing change when I keep asking the same thing?+

Take it up a level by mailing [email protected], which keeps the whole thread in one place. If the outcome still sits badly with you, the Anjouan Offshore Finance Authority is the regulator that licenses Surge Casino LLC.

trustWhat happens when I ask for my account to be shut down?+

You ask and the account is shut, with any balance handled under the terms you accepted. That is separate from self-exclusion, which locks you out for a set period and cannot be undone early. Both routes start with a message to [email protected].

trustWhy is anyone awake at two in the morning?+

The desk runs all day and all night, every day of the year, on New Zealand time. That means a Saturday afternoon in Auckland is covered just as well as a Tuesday morning. Chat typically answers in three minutes, phone in one.