Contact

This page lists contact channels for casino and betting services, regulatory compliance matters, and responsible gambling assistance. All enquiries are processed in accordance with South African gambling legislation and the policies of the National Gambling Board.

1. General Enquiries

For questions regarding account access, service availability, or operational issues, contact customer support via:

• Hotel reservations: [email protected]
• Telephone: +27 31 328 3000
• Postal address: PO Box 10132, Marine Parade, 4056, South Africa

Email enquiries on weekdays are answered within 48 hours. Enquiries sent on Fridays or public holidays may take up to 72 hours for a response.

2. Compliance and Licensing Enquiries

Suncoast operates under a licence issued by the relevant Provincial Gambling Board in South Africa. For information about licensing, compliance procedures, or regulatory obligations:

• Telephone: +27 31 328 3000

Details of the licence, including the issuing authority and licence number, are displayed on the operator's homepage and at physical premises where applicable. Verification of this information is recommended prior to use of services.

3. Complaints and Dispute Resolution

To lodge a complaint regarding services provided:

• Step 1: Submit the complaint in writing to the casino, including a clear description of the issue, account details, and supporting documents.
• Step 2: Receipt of the complaint will be acknowledged within 48 hours. An initial response will be provided within 7 business days.
• Step 3: If unresolved, escalate the matter to the Provincial Gambling Board that issued the licence. Contact details are available at ngb.org.za.
• Step 4: If further escalation is required after the provincial board’s review, complaints may be directed to the National Gambling Board at [email protected].

Only complaints related to licensed, legal gambling services in South Africa are within the jurisdiction of the respective boards.

4. Responsible Gambling Support

For support related to gambling-related harm, contact:

• National Responsible Gambling Helpline (toll-free): 0800 006 008
• WhatsApp: 076 675 0710 (send “help” to initiate)

These independent services provide confidential counselling and referrals. Requests for self-exclusion can be made to the casino's security department.

5. Verification and Account Documentation

For identity verification, proof of address, or other KYC documentation requirements:

• Telephone: +27 31 328 3000

Submit clear, legible copies of requested documents. Verification is processed within 72 hours of receipt of complete documentation. Accounts may be restricted or suspended if verification is not completed within the specified timeframe outlined in the Account Requirements policy.

6. Corporate and Media Enquiries

For corporate information, press releases, or partnership opportunities:

• Website: tsogosun.com
• Telephone: +27 31 328 3000

Corporate enquiries are managed by public relations and legal teams, subject to confidentiality and disclosure policies.

7. Postal and Physical Address

Physical address:

Suncoast Boulevard, Marine Parade
Durban, KwaZulu-Natal
South Africa

In-person enquiries require valid identification and may necessitate an appointment.

8. Regulatory Authority Contact Details

For information regarding gambling regulation or verifying the legal status of an operator:

• Website: ngb.org.za
• Email: [email protected]
• Telephone: 010 003 3475
• Postal address: Private Bag X27, Hatfield, 0028, South Africa
• Street address: 1085 Francis Baard Street, Hatfield, Pretoria, 0028, South Africa

The National Gambling Board supervises gambling activity in South Africa and coordinates with provincial boards.

9. Response Times and Service Standards

Response to contact requests is provided within the timeframes detailed above. Delays may occur during high enquiry volume, public holidays, or technical disruptions. For urgent issues related to account security, fraud, or responsible gambling, indicate the urgency in the subject line.

All contact channels are monitored and recorded for quality assurance, training, and compliance purposes. Submitted personal data is processed in accordance with the Privacy Policy and South African data protection legislation.

10. Verification of Contact Channels

Use only contact channels published by the casino or on tsogosun.com. Report contact attempts from unverified sources to the casino.