Contact Us

Welcome to the official contact page for Kiwi’s Treasure Casino, a dedicated online casino created for players in New Zealand. Operated by Baytree (Alderney) Limited, part of the Cityviews Group, Kiwi’s Treasure Casino is licensed by the Alderney Gambling Control Commission (Licence 155 C1, issued 15 December 2020) and supported by Baytree Interactive Limited, licensed by the Kahnawake Gaming Commission (Licence 00892, issued 16 February 2022). Our games and systems carry eCOGRA certification, which helps ensure fair play, secure handling of player funds, and clear dispute procedures.

Launched in 2025, Kiwi’s Treasure Casino was built with one simple goal: to give New Zealand players a safe, trusted and enjoyable place to play online casino games. We focus on clear terms, simple payment options, quick withdrawals, and responsive support. Every contact you make with us is important, whether you are asking about account details, bonus rules, payment methods or safer gambling tools.

All players must be at least 18 years of age, or the legal age of majority in their own jurisdiction. We do not accept players from a range of restricted countries listed in our Terms and Conditions, including Australia, Austria, Germany, Netherlands, Poland, Spain, the United Kingdom, the United States, and others. If you are unsure whether you can play at Kiwi’s Treasure Casino, please contact our support team before creating an account.

How to Reach Kiwi’s Treasure Casino

Our team is here to help with general questions, payments, account checks, and safer gambling support. Please include your full name, registered email address, and your casino username (if you have one) in all messages, so that our team can assist you faster.

Primary Contact Email

The main way to reach the Kiwi’s Treasure Casino support team is by email:

• Customer Support Email: [email protected]

You can write to this address for questions about:

• Opening a new Kiwi’s Treasure Casino account
• Login or password reset issues
• Deposits, withdrawals, and payment methods
• Verification requests and document checks
• Bonus rules, promotions, and loyalty offers
• Technical errors, game issues, or disconnections
• Safer gambling tools and account limits
• Feedback, suggestions, or complaints

We aim to respond to email queries as quickly as possible. Response times may vary during peak periods, but our support team will do their best to reply within a short time frame and keep you informed if any delay is expected.

Website and Account Support

You can also access information about payments, bonuses, terms, and safer gambling directly on our website at kiwistreasure.org.nz. If you cannot find the answer you need in our on-site help sections, please send us an email and we will be happy to assist.

What We Can Help You With

1. Account and Login Help

If you are having trouble logging in, have forgotten your password, or cannot access your account, our support team can help you regain access, provided we can confirm your identity. For your security, we may ask for certain details to make sure we are speaking to the account holder.

• Assistance with password reset links
• Guidance if you see an error message at login
• Help with account activation emails
• Questions about account status or restrictions

2. Deposits and Payment Methods

Kiwi’s Treasure Casino supports a range of trusted deposit methods suited to New Zealand players and many international currencies. Our main deposit options include:

• Visa debit and credit cards (minimum deposit often from $1–$10 depending on the step in the cashier; usually instant or up to one day)
• Mastercard debit and credit cards (similar minimums and speeds to Visa)
• PaysafeCard prepaid vouchers (minimum deposit often $1, with instant processing)
• Apple Pay (web wallet option, usually instant)
• Google Pay (web wallet option, usually instant)
• Skrill 1-Tap™ (web wallet with instant deposits)
• NETELLER (web wallet with instant deposits)

If you experience any issue at the cashier, such as a deposit being declined or delayed, or you are unsure which method suits you best, our support team can look into the transaction and provide clear guidance. Please include the date, approximate time, amount, and payment method used when you contact us.

3. Withdrawals, Processing Times, and Limits

We know players care deeply about fast and smooth withdrawals. Kiwi’s Treasure Casino aims to process withdrawal requests quickly and clearly. Our standard withdrawal details include the following:

• General processing time after the reverse withdrawal period is usually 1–3 business days for card withdrawals.
• Web wallet withdrawals (Apple Pay, Google Pay, Skrill 1-Tap™, NETELLER) are usually processed much faster and can be close to instant once approved.
• There is a daily withdrawal cap of NZ$9,000 across your selected methods.
• Foreign exchange charges or bank fees, if any, are the responsibility of the player.

For certain currencies, direct bank transfers may carry a small charge if the amount is below a given threshold. Some examples include:

Withdrawals can be reversed back into your account during a reverse withdrawal period. This period is at least 24 hours and typically runs between 05h00 GMT Thursday and 05h00 GMT Monday. Once this period ends, the withdrawal is queued for processing and can no longer be cancelled from your side.

For your safety and to comply with licence rules, we may request identity documents for first-time withdrawals, larger payouts, or changes to your chosen payment method. Please respond to these checks promptly so we can process your withdrawal without delay. Make sure that all account and withdrawal details are correct before submitting your request to avoid incorrect payments.

4. Verification and Security Questions

To keep Kiwi’s Treasure Casino safe for everyone, we use identity and payment checks. Support can help you with:

• Questions about why we need certain documents
• Guidance on acceptable forms of ID and proof of address
• Confirmation that your documents have been received
• Updates on ongoing verification reviews

We treat your data with care and use it only as allowed by our privacy policy and licence rules. If you have any security concerns about your account or activity you do not recognise, let us know immediately through our contact email.

5. Safer Gambling Support

Kiwi’s Treasure Casino is committed to safer gambling. Our mission is to provide entertainment that stays within healthy limits. If you ever feel that your play is getting out of hand, or you simply wish to set stronger limits, we strongly encourage you to contact us.

• Information on deposit limits and session tools
• Account cooling-off periods
• Self-exclusion options for longer breaks
• Links to independent support services in your area

Our support agents are trained to handle these requests with care and respect. Your well-being always comes first, and we will help you set the limits that feel right for you.

Feedback, Complaints, and Dispute Resolution

Your feedback helps us keep improving Kiwi’s Treasure Casino. If you have suggestions on how we can make our games, payments, or support better, we welcome your ideas by email. We review all serious feedback and consider it when planning updates to our services.

If you wish to raise a complaint, please write to us with the full details of the issue, including dates, amounts, and any screenshots or reference numbers that could help us review your case. Our process usually follows these steps:

1. We acknowledge your complaint and open a case file.
2. Our team reviews account history, game logs, and payment records.
3. We respond with an outcome and explain the reasoning clearly.

If you remain unhappy after following our internal process, you may be able to escalate your case to an independent body, such as eCOGRA, or the relevant licence authority, depending on the type of dispute. Details of the full complaints process are set out in our Terms and Conditions.

Before You Contact Us

To help us answer you more quickly, please include the following information in your first message where possible:

• Your full name as shown on your account
• Your registered email address and username
• The device you are using (mobile, tablet, desktop) and browser or app
• A clear description of your question or issue
• For payments: method used, date, time, amount, and any reference numbers
• Screenshots of error messages, if you have them

Providing these details at the start helps us cut down on follow-up questions and allows us to focus straight away on solving your problem.

Our Commitment to New Zealand Players

Kiwi’s Treasure Casino was created with New Zealand players in mind. From local-friendly payment choices to strong security controls and clear licensing, our aim is to give you a trusted place to play, backed by responsive, friendly support. Every query is handled with care, and we take pride in offering guidance that is straightforward, honest, and easy to follow.

If you have any question, concern, or suggestion about Kiwi’s Treasure Casino, please reach out to us at [email protected]. We are here to help you enjoy your gaming experience in a safe, fair, and transparent way.