Login · Access & recovery
Logging in, and keeping your account (and your tier) in good standing
A locked account can't claim rewards. Here's what actually causes that.
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username or email address, with optional 2FA if you've switched it on.
Forgot your password
Head to the login screen
Click through to password reset rather than guessing.
Give it your registered email
Enter your registered email address - the casino sends an email with reset instructions.
Follow the link
It lands in your inbox - set a new password from there.
What actually gets an account locked
- Not responding to a KYC-related contact attempt within 2 weeks of a withdrawal request
- Suspected fraud, collusion, or chargebacks
- Multiple accounts, including one per household (multi-accounting is treated as fraud)
- Using a VPN to mask location or identity
- Being enrolled in an external self-exclusion program
- Providing false or incomplete registration data
Generally requires completing/cooperating with the KYC process - the casino has final discretion on reinstatement.
Your loyalty tier itself is safe either way - it's based on lifetime wagering, a historical record that doesn't reset. Your account balance is a different matter: it sits frozen until the lock resolves, and for some triggers, like VPN use, winnings can be reclaimed rather than paid. If it's your own play behind the lock, Gambling Helpline NZ - 0800 654 655 / gamblinghelp.nz is there for Kiwis.
Questions people ask
What do I log in with?
Your username or email address. 2FA is optional.
Do I lose my loyalty tier if my account gets locked?
No - tiers are based on lifetime wagering and don't reset. The account itself just sits frozen until the lock is resolved.