At Newgioco Casino, we believe that a great gaming experience doesn't end at the games — it extends to every interaction you have with us. Whether you have a question about your account, need clarification on a promotion, or run into a technical issue, our support team is here to help. We've built our customer service around transparency, clarity, and genuine human responsiveness. Your peace of mind matters to us, and we take that seriously.
How to Reach Our Support Team
We offer multiple ways to get in touch, so you can choose the channel that works best for you. Our team is staffed with real people who are trained to handle a wide range of topics — from account access and payment queries to game-related questions and responsible gambling support.
Available Contact Channels
- Live Chat: The fastest way to reach us. Click the chat icon available on our website to connect with a support agent in real time. Ideal for urgent or time-sensitive matters.
- Email: Best suited for non-urgent inquiries, detailed account questions, or situations where you need to attach supporting documentation. Send your message and we'll respond as promptly as possible during operating hours.
- WhatsApp: A convenient option if you prefer messaging over a traditional contact form. Reach out to us directly through WhatsApp for a more conversational, mobile-friendly experience.
- Phone: Prefer to speak with someone directly? You can call us at 06.232.88.338. Our phone line is available during standard support hours.
Not sure which channel to use? For quick answers, we recommend starting with Live Chat — it's the most efficient way to get a resolution without any back-and-forth delays. Open Live Chat and connect with our team now.
Operating Hours & Expected Response Times
Our support team is available Monday through Sunday, from 10:00 to 20:00. We want to be upfront about what to expect so you're never left guessing.
Response Time Expectations
- Live Chat: Responses are typically near-immediate during operating hours. Wait times may vary slightly during peak periods, but our agents work to connect with you as quickly as possible.
- WhatsApp: Replies are generally prompt within operating hours. Messages sent outside of our schedule will be addressed the next business day when agents are back online.
- Phone: Available during the same operating window. If lines are busy, we encourage you to try again or switch to live chat for faster access.
- Email: We aim to respond to all email inquiries within one business day. More complex matters — particularly those involving documentation — may take slightly longer.
We do not currently offer 24/7 support, and we prefer to be straightforward about that rather than set unrealistic expectations. Planning your contact within our operating window will get you the fastest result.
Before You Contact Us: Quick Preparation
To help us resolve your issue as efficiently as possible, taking a few minutes to gather the right information before reaching out will make a genuine difference. Our agents can act faster when they have the full picture from the start.
What to Have Ready
- Your registered account username or email address — this helps us locate your profile immediately.
- A description of the issue — the more specific, the better. Include what you were doing when the problem occurred.
- Transaction details — if your query involves a deposit or withdrawal made via Visa, Mastercard, or PostePay, have the transaction date, amount, and reference number available.
- Screenshots or attachments — visual evidence of an error message or payment discrepancy speeds up our investigation considerably.
- Identity documents — if your question relates to account verification, have your ID document, proof of residence, or Italian tax code (codice fiscale) on hand, as these may be requested during the process.
Preparation isn't just good for us — it gets you to a resolution faster. We respect your time, and this is one of the most practical ways we can show it.
Filing a Formal Complaint or Dispute
We handle the vast majority of issues directly through our standard support channels, and most players find a satisfactory resolution quickly. However, if you feel your concern hasn't been adequately addressed, we have a clear escalation path in place.
Step-by-Step Escalation Process
- Step 1 — Contact Support First: All formal complaints must begin through our standard support channels. Document your case reference or the details of your communication.
- Step 2 — Request Management Review: If the initial response does not resolve your issue, you can formally request escalation to a senior member of our team. State clearly that you wish to escalate and provide all prior correspondence.
- Step 3 — Regulatory Escalation: Should our internal resolution process fail to meet your expectations, you have the right to escalate the matter to our official licensing authority. Newgioco Casino operates under a license issued by the Agenzia delle Dogane e dei Monopoli (ADM), the Italian regulatory body responsible for overseeing licensed gambling operators. ADM provides formal oversight and can be contacted through their official channels if you believe a regulatory breach has occurred.
We are fully committed to fair play and regulatory compliance. The existence of this escalation path reflects our accountability — not just as a brand, but as a licensed operator.
Corporate & Licensing Information
Newgioco Casino is a fully licensed online gaming platform operating under the regulatory framework of the Agenzia delle Dogane e dei Monopoli (ADM), Italy's official authority for gambling oversight. Our license reflects our commitment to operating transparently, ethically, and in full compliance with Italian gaming law. Every element of our platform — from game fairness to payment processing and responsible gambling tools — is subject to ongoing regulatory scrutiny. Players can engage with us knowing that our operations are held to a defined legal standard. Visit our FAQ Section for additional information on our licensing and responsible gaming policies.