Support

Customer Support at OnlySpins Casino

When things don’t go to plan, you want to know that help is just a click away. OnlySpins casino takes customer support seriously, offering Kiwi players multiple ways to get assistance quickly and without the runaround. This page covers every support channel available and how to get the most out of each one.

Live Chat — Fastest Way to Get Help

The live chat feature at OnlySpins is the go-to option for most players, and for good reason. It’s available directly from any page on the site — just click the chat icon in the bottom corner and you’ll be connected to a support agent within minutes. During peak hours, average response times are under two minutes, which is sweet as for a platform of this size.

Live chat is best suited for:

• Account access issues and password resets
• Deposit or withdrawal queries
• Bonus activation and wagering questions
• General gameplay questions

Agents are knowledgeable, friendly, and won’t waste your time with scripted responses. If they can’t resolve your issue on the spot, they’ll escalate it and follow up promptly.

Email Support

For more detailed queries or situations that require documentation — like verification uploads or dispute resolution — email support is the way to go. Reach the OnlySpins support team at help@only-spins.nz. Responses typically arrive within 12 hours on business days, and the team will work through your issue thoroughly.

When emailing, include:

• Your registered username or account email
• A clear description of the issue
• Any relevant screenshots or transaction IDs

This helps the team resolve your query faster and avoids unnecessary back-and-forth.

FAQ Knowledge Base

Before reaching out to support, it’s worth checking the FAQ section on site. The knowledge base covers the most common topics:

The FAQ is searchable and well-organised — most common questions have clear, jargon-free answers that get straight to the point.

Account Verification (KYC)

Before your first withdrawal, OnlySpins will ask you to complete identity verification. This is standard practice across all regulated online casinos and protects both players and the platform from fraud. The process is straightforward:

1. Submit a government-issued photo ID (NZ driver’s licence or passport)
2. Provide proof of address dated within the last three months
3. For card payments, a copy of the card used (with middle digits obscured)

Verification is typically completed within 24 hours. Getting this done early means your first withdrawal won’t be delayed when you’re ready to cash out.

Responsible Gaming Support

OnlySpins is committed to promoting safe and responsible gambling for all Kiwi players. The platform offers a full suite of self-management tools accessible from your account settings:

• Deposit Limits — Set daily, weekly, or monthly limits on how much you can deposit
• Loss Limits — Cap how much you can lose in a given period
• Session Timers — Set reminders to alert you when you’ve been playing for a set time
• Cooling-Off Period — Take a break from 24 hours up to 6 weeks
• Self-Exclusion — Permanently close your account if needed

These tools can be activated instantly from your account dashboard. If you’re concerned about your gambling habits, don’t wait — use these tools and seek support.

New Zealand Gambling Help Resources

If you or someone you know is struggling with problem gambling, reach out to these NZ-based services:

• Problem Gambling Foundation NZ Helpline: 0800 654 655 (free, 24/7)
• Email: help@gamblinghelpline.co.nz
• GamCare: International support and counselling resources
• Gamblers Anonymous NZ: Peer support meetings across New Zealand

OnlySpins staff are trained to refer players to these resources when needed. There’s no shame in asking for help — the support is there and it’s free.

Support Hours and Availability

While live chat isn’t available around the clock, the extended hours cover the vast majority of when Kiwi players are active. For urgent out-of-hours issues, email is monitored regularly and flagged for priority response the next morning.