Step 1: Contact the operator
The first step is always to raise your complaint directly with the casino's customer support team. Use the operator's formal complaints process — most licensed operators have a dedicated complaints email address or form. Document your complaint in writing and keep a record of all correspondence. Give the operator a reasonable time to respond (typically 5–10 business days).
Step 2: Escalate within the operator
If the initial response is unsatisfactory, ask to escalate your complaint to a senior manager or the operator's compliance team. Many disputes are resolved at this stage. Request a final written response from the operator before escalating externally.
Step 3: Contact the DIA
If the operator fails to resolve your complaint satisfactorily, you can lodge a complaint with the Department of Internal Affairs. The DIA has formal powers to investigate complaints against licensed operators and can take enforcement action if it finds a breach of the Gambling Act or licence conditions. Contact the DIA through its website at dia.govt.nz.
Step 4: Alternative dispute resolution
Some licensed operators are members of an approved alternative dispute resolution (ADR) scheme. ADR schemes provide independent adjudication of disputes without the need for court proceedings. Check the operator's terms and conditions to see if they participate in an ADR scheme and which scheme applies.
Disputes about offshore operators
If your dispute is with an offshore operator, your options are more limited. You can contact the regulator in the operator's home jurisdiction — for example, the Malta Gaming Authority or the Gibraltar Regulatory Authority. Some offshore operators also participate in ADR schemes. The DIA cannot take enforcement action against operators it does not licence.