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Frequently Asked Questions

Welcome to our FAQ page for SkyCity Casino in New Zealand. Here, you’ll find answers to some of the most frequently asked questions about online casino, including topics such as legality, safety, game selection, and more.

How do I create an account?

To begin, simply select the Sign Up button located at the top left of the page and follow the prompts provided. As a security measure, we require some personal information from you to ensure that your account remains safe and secure, and only accessible by you. Please ensure that you provide only your own personal details during the registration process and refrain from using the details of friends or family members. Additionally, you will be asked to review and accept our terms and conditions by ticking a box. After completing the registration process, you can enjoy playing all of your favorite games right away!

Can I play at SkyCity online casino on any device?

Yes! SkyCity Online Casino works on Windows PCs, Macs, iPhones, iPads, and all Android devices.

Who can play at SkyCity online casino?

To access SkyCity Online Casino and play its games, you must be at least 20 years old and physically present in New Zealand. Additionally, a valid SkyCity Online Casino account is required for participation.

Can I play at SkyCity online casino from any country?

Regrettably, SkyCity Online Casino is exclusively accessible to individuals based in New Zealand. Moreover, physical presence within the country is mandatory while engaging in gameplay.

How do I close my account?

We would be disappointed to see you leave, but if you choose to terminate your account, you may do so by clicking the Menu button, selecting 'My Account', and then choosing 'Account Closure'. Please note that we are obligated by law to retain basic information about you for a period of 5 years after account closure. However, any other information not required for legal purposes will be deleted. In case you decide to close your account due to difficulties in managing your gambling and wish to take a break, you can select 'My Account' from the Menu button and then click on 'Play Responsibly' to set limits, self-exclude, and more. For further information, please refer to our Privacy Notice located on our website.

How do I change my personal and account details?

Please be aware that after entering your personal details, it will not be possible to alter them. This measure is in place to ensure your account remains secure. However, if you have relocated or modified your contact number, our helpful team is available via Live Chat to advise you on the most suitable course of action. Please note that changes of this nature will typically necessitate the provision of updated verification documentation.

Can I have more than one account?

It is not permitted by law to have more than one account per individual. In case you have forgotten your username or password, you can click "Forgot password?" on the login page to receive a password reset link at your registered email address. If you have multiple registered accounts with us, please inform us so that we may facilitate account closure.

My account has been locked. What do I do?

There could be various reasons why this occurred. Please connect with our Customer Support team via Live Chat to obtain further details and receive guidance on what steps to take next.

How do I stop receiving emails and text messages from SkyCity online casino?

You have complete authority over the type of marketing communication you receive from SkyCity Online Casino. To personalize your preferences, log in to your account and access 'Marketing preferences' by navigating to 'Menu' and then selecting 'Account'.

I forgot my password. What do I do?

In case you have forgotten the password you originally set up, you can simply visit the login page and select "Forgot password?". Subsequently, follow the straightforward steps to reset your password.

I closed my account. Can I reopen it?

The appropriate steps will vary based on the specific circumstances leading to the closure of your account. The optimal course of action is to connect with our affable team via Live Chat (by clicking the button on the navigation bar). They will examine your account and clarify the next steps to be taken.

How can I be sure that the games are fair?

All of our games incorporate certified random number generators (RNG) that have been approved by independent third-party auditors, as mandated by the Malta Gaming Authority (MGA). The RNG is responsible for generating outcomes that are completely unbiased and random, regardless of the game you choose to play. SkyCity Online Casino will never promote games that have not undergone rigorous testing and certification for fairness. Moreover, our Live Casino tables undergo thorough audits to ensure that we uphold the highest standards.

What happens if a game gets stuck in the middle of a round?

Sometimes, a weak internet connection or a faulty game can cause your session to crash. However, there is no need to worry as each spin you make is stored in a database. If a game becomes stuck or disconnects, you can easily reopen it and the pending game round will be automatically released with its random outcome already determined. Please keep in mind that to continue the game round, you must reopen the game on the same device you previously played on. In certain situations, the round will be completed on the server, and any winnings will be paid out as usual.

What games can I play at SkyCity online casino?

SkyCity Online Casino offers a vast selection of games, including popular table games such as Baccarat, Blackjack, and Roulette. Additionally, you can choose from hundreds of slots, video poker, live casino games, and even virtual sports. Our game library consists of a mixture of live dealer games and games that use random number generators (RNG).

What welcome bonus can I get?

If you're a new player, you can receive our Welcome Bonus when you make your first deposit. You can use it on any game at SkyCity Online Casino, whether you prefer Slots, Roulette, Blackjack, Video Poker, or even Virtual Sports. Please note that not all games have the same contribution towards the wagering requirements, so we recommend that you read the bonus terms and conditions on the Welcome Bonus page for more information.

What is a bonus?

At SkyCity Online Casino, bonuses are additional funds that can be earned by depositing money or by being a loyal player. It's important to note that accepting a bonus is always optional and requires your consent. Once accepted, the bonus funds can be used immediately in gameplay, but any winnings earned through bonuses are subject to a wagering requirement. This means that you need to wager a certain amount of money in order to convert your bonus funds into real money that can be withdrawn.

Can I make a withdrawal if I have an active bonus on my account?

If your account has a balance that is not linked to bonus funds, you may request a withdrawal of that balance at any time. However, any active bonus balance cannot be withdrawn until you have fulfilled the associated wagering requirements.

Is my data secure with SkyCity online casino?

At SkyCity Online Casino, your privacy and security are our topmost concern. We employ cutting-edge security technology to safeguard your account, and we never share or lease customer information. To learn more about how we handle your online data, please refer to our Privacy Policy.

Is SkyCity online casino legal?

Sure, SkyCity Online Casino is legally allowed for players residing in New Zealand. As per the New Zealand gambling laws, there are no restrictions on playing online casino games in New Zealand as long as the player is over 20 years of age.

How do I change my password?

To change your password, you can either click on "My Account" under the "Menu" tab, or simply click here while logged in.

I've forgotten my password. What can I do?

To reset your password, click on the "Forgot password?" option located in the Login window. This will prompt us to send a password reset link to your registered email address.

How do I make a deposit?

You can access the deposit function at the top of the website by clicking on the circle with a "+" sign. This will open your Wallet where you can select your preferred payment method, claim any available bonuses, and complete your deposit.

What payment methods can I use?

We provide a variety of payment methods that have been thoroughly reviewed for their safety and dependability. To view the complete list of available payment options, please visit the Wallet page. If you don't see the payment method you were looking for, don't hesitate to contact us and inquire if we can add it to our list.

How do I make a withdrawal?

To request a withdrawal, simply log in to your account, click on 'Menu', and select 'Withdraw'. This will take you to the Wallet, where you can choose the withdrawal amount, select your preferred payment method, and confirm the withdrawal. Please note that, as part of our anti-money laundering efforts, we will attempt to send funds back to you via the deposit method used.

What is 3D secure?

3D-Secure is an additional security feature provided by the issuing bank of your Visa/Mastercard for online transactions. It adds an extra layer of protection by requiring a second "pin-code" confirmation after the CVC/CVV code is entered, ensuring a more secure transaction