Contact Us

This page tells you how to reach the editorial team at New Zealand Online Casinos, what sort of enquiries we can actually help with, and — just as importantly — where to go when the answer sits with a casino operator or a support service rather than with us. If you are chasing a withdrawal, a bonus balance or a locked account, the fastest route is almost always the operator's own support desk, and we explain below how to get there.

How to reach the editorial team

Email is the only channel we run. Write to [email protected] and tell us which page you are reading, which casino you are asking about, and what you would like corrected, clarified or reviewed. We read everything that arrives and we reply to genuine reader enquiries as capacity allows. We do not publish a phone number, we do not run a live chat, and we do not hold accounts, balances or player funds of any kind.

To save time, include the following where it applies:

• The page URL or the name of the review you are referring to
• The casino brand, spelled as it appears on the site
• The specific detail you believe is wrong — a bonus amount, a wagering figure, a payment method, a withdrawal limit
• Whether you are writing as a player, a business contact or a journalist

Please don't send us passwords, full card numbers, copies of your ID or bank statements. We have no use for them and no way to act on them.

What we can help with, and what we can't

Bring this to us	Bring this to the casino
A bonus term, wagering requirement or cashout cap that looks out of date on our pages	A bonus that hasn't credited to your account
Feedback on how a casino treated you, so we can factor it into future research	A pending or delayed withdrawal
A payment method listed on our site that is no longer offered to NZ players	Failed deposits, currency-conversion charges on your statement
Corrections to licensing or ownership details we've published	KYC document requests and verification hold-ups
Suggestions for casinos, pokies or live tables you'd like reviewed	Account closure, deposit limits, self-exclusion on that account

We are an independent comparison site. We cannot release funds, overturn a casino's decision, reverse a verification outcome or intervene in a dispute on your behalf. What we can do is record what happened and let it inform how we rank and describe that operator.

How this site earns money

New Zealand Online Casinos may earn a commission when a reader signs up with a casino through a link on our pages. That is how the site is funded, and we would rather say so plainly here than bury it. Commercial relationships do not buy a position in our rankings and do not stop us publishing an operator's weak points. If you ever think a review reads like an advert, that is exactly the sort of email we want.

Contacting the casinos we cover

Every operator on our list runs its own support channels, and their details live inside the casino site rather than here. The reliable path is the same across all of them: log in, open the help or support section in the account menu, and use live chat first — it is generally the quickest way to get a human. If chat is queued, the support email address is published in the same section, along with the terms you'll be asked about.

A few practical notes for New Zealand players:

• Support is usually staffed around the clock, but the agents are offshore, so replies may land outside NZ business hours. Check whether hours are quoted in NZST or NZDT before you assume a desk is closed.
• Have your registered email, username and the approximate date and amount of the transaction ready. Support cannot discuss an account it can't identify.
• Keep chat transcripts. If an enquiry escalates, the transcript is the evidence.
• Verification queries move faster when documents are clear, in date and match your registration details exactly.

Where the top-ranked sites sit

Three of the brands readers ask us about most often, and the practical points worth raising with each when you make contact:

LuckyDreams — our highest-rated site at 10.0, and the one that generates the most reader questions, largely because of the scale of its welcome package: up to $10,000 plus 500 free spins. Anything that large is a staged offer rather than a single lump sum, so the questions worth putting to their support team before you deposit are the ones that decide its real value — the wagering multiple, which games contribute and at what rate, the expiry window on both the cash and the spins, and any maximum cashout attached to winnings from the spins. The limitation is the same one that applies to every headline figure in this market: the top number assumes deposits most players will never make, and the practical value of the bonus is far smaller.

VegasNow — rated 9.9, with up to $8,000 and 500 free spins on offer. It sits a fraction below LuckyDreams in our assessment and the contact-related point of difference is the free spins: 500 spins is a headline in its own right, so ask what the per-spin value is, which pokie they are locked to, and whether spin winnings are paid as cash or as further bonus funds. Drawback: a smaller top-line cash match than the site above it, and like every offshore operator here, no New Zealand-based complaints body to escalate to.

LetsLucky — rated 9.8, offering $4,500 plus 300 free spins. It earns a mention on this page because the more modest package is often the easier one to actually clear, which means fewer of the disputes that lead readers to email us in the first place. Worth confirming with their team: minimum deposit to trigger the offer, and whether the bonus is credited in NZD or converted. Drawback: the ceiling is well below the largest offers on our list, so players chasing headline value will look elsewhere.

Money questions we're asked most

We don't process payments, but we get a steady stream of questions about them, so here is what to check and who to ask. Deposit and withdrawal methods vary by operator, so treat the cashier page of the casino you've chosen as the authority.

• Costs of taking part. Playing at a real money casino means risking your own funds. A bonus reduces neither the deposit you make nor the wagering you must complete, and no welcome offer is free if a deposit is required to claim it.
• Minimums and maximums. Each site sets its own floor for a qualifying deposit and its own ceiling on withdrawals, often stated per day, per week or per month. Ask support for the figures in writing if they aren't in the terms.
• Currency conversion. Offshore operators may hold your balance in a currency other than NZD. Where that happens, your bank or card issuer can add a conversion margin on the way in and again on the way out. Ask whether an NZD wallet is available before you deposit.
• Fees and timings. Withdrawal processing has two parts: the operator's internal review, then the payment provider's own transfer time. Card and bank payouts generally take longer than e-wallets. Ask which stage a delay sits in.
• KYC. Expect to verify identity, address and payment ownership before a first withdrawal. Uploading documents early usually prevents the most common cause of payout delays.

Games questions, and what we research

Enquiries about the game libraries themselves are welcome, and they help us decide what to cover next. Broadly the categories we look at are:

• Online pokies — the largest section at every site on our list, spanning classic three-reel titles, video pokies with feature rounds, jackpot games and Megaways-style formats. The details that matter are RTP percentages, volatility and how much each title counts toward wagering.
• Table games — blackjack, roulette, baccarat and poker variants in software form, usually with lower bet minimums and faster rounds than live tables, and often a reduced wagering contribution.
• Live dealer rooms — real dealers streamed to your device, covering the main table games plus game-show formats. Check the NZ-friendly streaming hours and the table limits.
• Mobile play — browser-based play on smartphones and tablets is standard across these operators. If a specific title won't load on your device, that's an operator support question, not one we can fix.

If a game, provider or RTP figure on our pages looks wrong, tell us which title and we'll re-check it.

Sports betting and the other product lines

Several of the operators we review are not casino-only. 22bet in particular is built around sportsbook betting alongside its casino, and Betrepublic likewise runs betting markets beside its games. Where a site offers both, the two sides usually share one wallet but not one set of rules: casino bonuses rarely apply to sports bets, sportsbook promotions rarely contribute to casino wagering, and the minimum odds, cash-out rules and settlement times are entirely separate. Virtual sports, esports markets and occasional bingo or lottery-style products appear on some sites too. If you are emailing an operator about a bonus, say which product you mean — it is the single most common source of crossed wires.

Eligibility, licensing and who to escalate to

You must be at least 18 to open an account or gamble at any of the sites we cover, and each operator applies its own eligibility checks and country restrictions on top of that. Every casino on this site is licensed offshore rather than in New Zealand, so the consumer protections that apply are those of the operator's licensing jurisdiction, not New Zealand law. Before you deposit, find the licence details in the site footer, note the operator name, the licensing authority and the licence number, and use the regulator's verification link to confirm the licence is current and matches the brand you are using.

What follows for you as a reader: an escalation path that runs to the operator first and then to its licensing regulator or the complaints body named in its terms. We are not a regulator, a dispute service or a legal adviser, and we cannot act on your behalf in any of those forums. Our terms and conditions set out the limits of what this site is and does, and our editorial approach and who writes here explains how the rankings are put together.

If gambling has stopped being fun

Please don't email us about this — go straight to help. Free, confidential support is available in New Zealand through the Gambling Helpline, which operates 24 hours a day, seven days a week. Every casino on our list also offers tools you can switch on yourself: deposit and loss limits, session reminders, time-outs and self-exclusion, all of which sit in the responsible-gambling section of your account. Our responsible gambling guidance walks through those tools and the NZ services available. Setting a limit before you deposit is far easier than unwinding one afterwards.

Business, media and partnership enquiries

Operators, affiliate managers, journalists and researchers can use the same address — [email protected] — with the subject line marked accordingly. We will look at proposals, but to be clear about what is on the table: placement in our rankings is not for sale, and we do not publish content supplied by an operator as though it were our own assessment. Correction requests from operators are treated the same as reader ones, with documentation welcome.

A sensible order to work through

1. Decide whether your question is about a casino account or about something we've published.
2. Account, payment, bonus or verification issues — open live chat at the casino, keep the transcript, and ask for the relevant clause of the terms in writing.
3. No resolution — escalate to the operator's licensing regulator or the complaints body named in its terms.
4. Something on our pages is wrong, out of date or unclear — email us with the page and the detail.
5. Gambling is causing harm — use the account limit tools and contact the Gambling Helpline.

Take your time over it. Nothing on this site is time-sensitive, and an email that names the page, the brand and the specific detail will always get a more useful reply than one that doesn't.