Casino Dispute Guide

How to manage an online casino dispute in NZ

13 min

Less than 50% of online casino disputes end up solved. Most of the time, the user’s course of action impacts the final decision most. Our experts created a guide to help you solve disputes quickly. Even though online casinos provide a fun experience, players may encounter issues.

A Step-by-Step Guide For NZ Online Casino Disputes

A step-by-step guide for NZ casino disputes

After years of experience in the gambling industry, we gathered crucial information on how players should approach online casino disputes.

In what follows, we shall put ourselves in your shoes and go through all the steps you need to take to handle a casino dispute with clarity, assertiveness and conciseness.

Onwards we go!

How to handle and continue a dispute

There’s a chance that NZ players may get involved in a casino dispute.

To bring this chance even lower, we recommend looking for safe and reliable best online NZ casinos. Here is where we step in with specialised online casino reviews and verified promotions tailored for the NZ gambling market, so casino disputes can’t make you worry!

Now, let’s see the steps to handling a dispute!

Step 1. Get to the bottom of your problem

Step 1. Get to the bottom of your problem

Before commencing any casino dispute action, we advise NZ players to put all their information together and trace back the process that led to the issue in question.

How can you do that?

Here is a set of top questions that you should consider asking yourself when tackling the problem:

  • The 5 Ws are also known as who, what, when, where, and why. These structures will help you mentally trace the actions and reasons that created the issue;
  • How was the communication between you and the customer support team?
  • What expectations did you have regarding the outcome?

These serve as a starting point for finding out the root of your problem and will help you determine if you breached the terms and conditions of that NZ casino.

Check the terms and conditions!

Reading the T&Cs in-depth before you start gambling at a casino is crucial. Even more, there are cases when the information is delivered in a complicated manner, and you might breach the terms without even knowing.

Our team of experts comes to help you with structured reviews, where they test the entire Website, gather all the necessary info and organise it so that you can have easy access to whatever you need.

What if you haven’t breached the terms and conditions?

In that case, you are covered. Now, you can work on your arguments.

Understand your rights and obligations.

Each NZ player must obey the set of rules imposed by the NZ casino. By the same token, the casino must respect and take into consideration the New Zealand player’s rights.

The good news regarding this aspect is that we have summarised your rights and obligations as an NZ player. Our description will give all the pieces of advice you need before playing to get you ready for legal, safe, and fair online gambling participation.

Before you file a complaint, we recommend you read through the privacy policy as well as the T&Cs to make sure that you are covered in case of a casino dispute.

Step 2. Set an ultimatum

Step 2. Set an ultimatum

First and foremost, you should discuss the matter with the customer support team. They will know what steps you will have to take next or if there is a need to redirect you to a higher department.

Let’s add some detail on facts you can debate with customer support.

Remember the top questions from the beginning of this guide? In addition to those, you should present them with a file containing all records of conversations between you and them.

To make sure that everything runs smoothly and you are covered in case of an unclear situation, take screenshots of your winnings as well as while you are gambling.

Step 3. Address a higher gambling authority

Step 3. Speak to a higher gambling authority

In case you believe that your issue was not appropriately addressed and still requires guidance. We advise you to talk to higher gambling authorities that deal with casino disputes.

Let’s take a look at those available in New Zealand!

What comes after disputes?

Since the NZ gambling market is mainly focused on land-based casino disputes, unfortunately, there are few online ones. Nonetheless, NZ players can appeal to the authorities that licensed the respective casino.

Here is a list of top licensing authorities:

Licensing authority Contact details
UK Gambling Commission (UKGC) +44 121 230 6666
Malta Gaming Authority (MGA) +356 2546 9000
Danish Gambling Authority [email protected]
Swedish Gambling Authority +46 (0)152-650 100

Bear in mind that the casino must be licensed by these authorities to send them a complaint.

Now, let’s take a look at the testing agencies:

Testing agency Contact details
eCOGRA [email protected]
Gaming Laboratories International +1-732-942-3999
iTech Labs

Don’t forget to check if the site is verified by the agencies mentioned above before contacting them. Otherwise, the complaint you raised with them will be useless.

When and why do casino disputes happen?

When and why casino disputes happen

Now that you have seen how to manage a dispute, it’s time we take a look at the origins!

Common reasons for disputes:

  • Account:

It refers to problems encountered while opening an account ill-treatment from the casino operator.

Suppose you want to start gambling at a specific NZ casino. The procedure is more or less the same for all casinos. Nonetheless, there are cases when the phone number tab does not work, and you don’t receive a verification mail or a code through your phone.

  • Promotions:

This implies losing the promotion without notice or reason and not receiving the casino welcome bonuses after depositing.

There are cases when the Website has a glitch. It either cannot load the Promotions page, or the bonuses are not given after depositing.

  • Software:

Includes being logged out of the account without reason, glitches, and funds that are no longer available without a cause.

For example, while you are logged into your account and amid a high-stakes game, you automatically log out. Some casinos have this embedded in their software to impede addictive gambling. Still, they usually let you know beforehand about this option. This, however, could potentially lead to significant and permanent losses and to a casino dispute.

  • Payments:

Are comprised of declined transactions, double charges or issues with the KYC checks.

There are cases when several payment methods are subjected to fees. This could be a problem if you don’t find anything related to this in the terms and get charged without even knowing.

Can your bonus get cancelled?

Can your bonus get cancelled

In short, yes. NZ online casinos can cancel your bonus based on several factors and, in some cases, even without prior notice.

In our experience as casino dispute experts, we managed to provide you with reasons why casinos might choose to do this.

We shall discuss them further!

1. Opening multiple accounts

Before registration, you should know that all NZ casinos accept only one account per New Zealand player.


By creating multiple accounts, New Zealand players can easily abuse the welcome offers provided by the casino. Any attempt of doing this will lead to your current bonuses being nullified and your account permanently closed.

2. Using software errors to your advantage

Websites in themselves can have technical errors and glitches. If you take advantage of them, it is considered cheating, and you will be sanctioned.

3. Showing signs of “suspicious behaviour”

There are several reasons why NZ casino disputes could potentially consider your account suspicious and eventually remove your promotion. You can usually find them in the Bonus Terms and Conditions section.

But let’s see which are some of the most common:

  • Stacking bonuses or not finishing them;
  • Signing in from several devices;
  • Making many low-risk bets.

If all these terms seem overwhelming to you right now, no need to worry! Our casino team will tell you all the basic dos and don’ts for fresh NZ players. This is a beginner’s step-by-step guide that all NZ players should consult before gambling.

4. Disrespecting the casino staff or other players

Disrespecting the casino staff or other players

Any casino puts at your disposal several methods to contact them. Be it via Live Chat, e-mail or telephone number, you must treat the assistance team with respect and keep everything civil.

Moreover, some NZ casinos provide chatrooms where you can communicate with other New Zealand players.

In this case, hate speech or any racial, sexual, or offensive comments are strictly forbidden. The consequences include bonus cancellation and, worst-case scenario, account termination. In such cases, casino disputes will not have a pro-player outcome.

5. The offer is no longer available

Each promotion has a predetermined time limit. Moreover, New Zealand players must wager it a number of times before cash out. If these requirements aren’t met within the time frame, you could get into a casino dispute and may lose the bonus entirely.

6. Using a VPN software

Any Virtual Private Network software is banned in the online gambling industry since casinos have accepted and restricted areas where they operate.

7. Displaying signs of “irregular play”

Defining irregular play can be a tough job because it varies depending on the casino dispute policy. Yet, it generally refers to low-risk betting in table games.

If you discover any errors within the casino website, it is crucial to inform the casino ahead of time not to hold you liable for cheating and terminate your account.

To put it simply, yes, it is. Similar to bonus cancellation, when it comes to funds, the NZ casino is allowed to refuse the withdrawal request of NZ players as long as there is valid reasoning.

Here are some of the most encountered issues that lead to a casino dispute.

1. Problems regarding your account

Problems regarding your account

Let’s see how the registration process unfolds from the very beginning.

First, you access the site, and then you fill in your personal details. Lastly, there is one more step you need to take in order to create your account: to agree with the T&Cs. And this is where many issues appear that could lead to the NZ casino not paying you out.

What you must bear in mind:

  • KYC checks

At some point in time, whether it is upon registration or before withdrawal, you will be asked to go through a KYC check. Not providing personal documents like ID, Utility Bill, and Deposit Proof means the assistance team cannot verify your identity. Therefore, you will not get your winnings.

  • Duplicate accounts

NZ casinos only allow one account per New Zealand player. If you break this rule, you won’t receive your funds, and it can go as far as closing your account.

  • T&Cs

The page isn’t always user-friendly in terms of stiff vocabulary and long paragraphs. Rest assured, we got your back! We reiterated the most important details from the Terms and Conditions pages we have found throughout our research and compiled them into one single page that tells you how to read between the lines and keeps you on top of your game of chance.

  • Issues with gambling licenses

One of the key aspects that we always look for when reviewing casinos is the license. And we advise you do the same, right before registration. There are many licenses casinos could opt for. Some may choose one, two or even three. The best ones on the NZ gambling market are, without a doubt, the Malta Gaming Authority and the UK Gambling Commission.

2. Problems with payment

Problems with payment

Here is what not to do when dealing with payments to avoid casino disputes:

  • Making deposits with someone else’s card

One of the most important rules stipulated by NZ casinos is that you must fund your account only with the credit card inscribed with your name. Otherwise, it might be considered money laundering or credit fraud.

  • Not completing the wagering requirements

Each promotion has its own set of wagering requirements that New Zealand players must obey. Its purpose is to impede illegal funding.

  • Not taking into account the withdrawal limits

Every NZ casino has certain limitations which need not be exceeded in the given timeframe.

  • Payments are delayed

Some casinos purposefully delay transactions to make you cancel your withdrawal request. This approach is not fair towards the New Zealand player as its sole purpose is to make you play even more and possibly lose your winnings.

Knowing when to play, what resources you have, how to make a deposit, and so on can come in handy, especially for a new player.

3. Disobeying the Terms and Conditions

Disobeying the Terms and Conditions

In our vast experience in the gambling industry, we have noticed that some of the most common problems when it comes to payout processing are related to terms and conditions.

  • Breach of terms

New Zealand players tend to overlook reading the entire terms and conditions, even though they must agree with them to open an account. We recommend you pay attention especially to the withdrawal process, restrictions depending on the casino game type, restrictions on different countries, pre-set limits on bets.

  • You don’t have the legal age to gamble

At any casino, in order to be able to withdraw, you must go through a KYC check, which includes age verification. In New Zealand, only players of 20 years and older can legally gamble.

I’m not quite sure what’s legal and illegal in NZ online casino play. Use our guide on gambling laws in NZ so no surprise will ever affect your gambling entertainment.

4. Foul play

Foul play

If you purposefully use software to change the course of a game, then that is considered cheating. Even if you win, your funds will not be paid back, and even more, your account will be suspended.

There are some casinos that don’t have any wagering requirements. We have scanned, tried, and rated the NZ no wagering casino bonuses in that category, so you can easily choose any item from our list.

Casinos are obliged to provide you with the necessary info about withdrawal limits. If you can’t find them in the T&C’s, contact the Live Chat!

How to avoid casino disputes

How to avoid casino disputes

We advise you to take the following steps into account in order to avoid a possible casino dispute.

  1. Read the T&Cs. It is imperative to be knowledgeable of your obligations as well as your rights even before you start gambling;
  2. Specific requirements apply to fast payout casinos. Our team of experts checked them all and gathered them in a user-friendly manner;
  3. Search for casinos with good licensing in order to avoid rigged online casinos. The license plays a big part in defining if a casino dispute is likely or not. Look for the ones that have one or more than one stringent licenses;
  4. Read our reviews. We are passionate players, just like you, so we test, analyse and research every casino we put on our Website to make sure that you get the best experience;
  5. Use responsible gaming tools. Gambling addiction is a serious matter that sometimes can appear out of the blue. It is crucial to notice its signs and prevent its stay. We researched the various methods you can keep yourself afloat, be it tools or a gambling addiction support service;
  6. Ask for support. When in doubt, ask for help. It is better to know the information right from the beginning than to encounter a bad “surprise” along the way and get into a casino dispute.


Elena Buzincu
AuthorElena BuzincuSenior Author & Editor at CasinoAlpha

Elena is always ready to help players make their best gambling decisions. She already has a great understanding of what they are looking for in an online casino, and what this industry is about, but she knows there’s much more to discover. She's hoping that someday she will travel to Asia to learn about that unique gambling scene too.