Royal Vegas Help Centre

Account and registration

Opening a Royal Vegas account takes under a minute. Tap Sign Up, enter your name, date of birth, email address and a strong password, and confirm you are 20 or over and resident in a jurisdiction where online casino play is lawfully permitted. You will receive a confirmation email immediately, and your account is ready to use as soon as you click the verification link inside it.

Forgot your password? Use the Forgot Password link on the login screen. We will email you a reset link that is valid for 30 minutes. If the email does not arrive within a couple of minutes, check your spam or junk folder, then contact live chat for a manual reset.

Need to update your name, address, email address or phone number? Head to Account Settings inside your dashboard. Some changes, such as a legal name correction, require a current identity document for AML compliance. Our verification team approves those within a few business hours and will email you once the update is live.

If you believe your account has been accessed without authorisation, change your password immediately via Account Settings and contact live chat so we can review recent session activity and, if necessary, temporarily lock the account while you regain full control.

Deposits, withdrawals and banking

Most NZD deposits clear instantly. POLi bank transfers and credit-card deposits typically appear in your Royal Vegas wallet within a few seconds of confirmation. If a deposit shows as pending for more than ten minutes, the most common cause is your card issuer holding the transaction for additional verification. Contact your bank first, then our chat team with the transaction reference and time.

Withdrawals enter review immediately after you submit them. Most e-wallet payouts, including Skrill and Neteller, clear within 24 hours of approval. Bank-transfer withdrawals take 2 to 5 business days. You can monitor every pending transaction in the Cashier under Transaction History.

Need to verify your account for higher limits or faster withdrawals? Upload a government-issued photo ID and a utility bill or bank statement dated within 90 days through the Verification tab in your dashboard. Verification is a one-time process and, once complete, unlocks increased daily withdrawal limits and gives you access to our expedited payout queue.

Royal Vegas does not charge transaction fees on standard deposits or withdrawals. Some payment providers apply their own conversion or handling fees, which will be shown by the provider at the time of the transaction. We always display your current balance in NZD so there are no hidden surprises.

Bonuses and wagering

Every active bonus is visible in the My Bonuses tab. You will see the bonus amount credited, the wagering requirement still remaining, the list of eligible games, the maximum bet permitted while wagering, and the expiry date. Nothing is hidden; all the numbers update in real time as you play.

Wagering means you need to bet through the bonus a set number of times before you can withdraw associated winnings. Pokies generally contribute 100% toward that requirement, while table games and live dealer titles contribute at a lower rate, typically between 5% and 25%. The exact contribution table for each game is published on every promotion page and inside the bonus terms.

Maximum bets while a bonus is active vary by promotion, but are always stated clearly before you opt in. Placing a bet above the maximum during wagering may void the bonus. If you are ever unsure whether a specific bet qualifies, ask in live chat before you place it.

If a bonus stops being enjoyable or you decide you no longer want it, you can forfeit it at any time directly from My Bonuses. Forfeiting removes the bonus credit and any winnings derived from it, then releases your real-money balance so you can withdraw freely. Forfeiture is immediate and cannot be undone.

Game issues and disputes

If a game freezes mid-spin or mid-hand, do not panic. Every round is logged in full on the game server the moment it begins. Refresh the page and the completed result will resolve to your account automatically. If a spin or hand is still missing from your balance after a refresh, contact live chat with the game name and the approximate time of the issue and we will retrieve the server log.

Disputed transactions, missing winnings, or any game behaviour that looks incorrect should come to live chat first. The majority of cases are resolved on the spot once our team checks the server log. For anything that requires deeper investigation we will open a formal support ticket, give you a reference number, and email you when the investigation is complete.

If you believe a game outcome was technically incorrect rather than simply unfavourable, you have the right to request a full round history. Our chat team can pull that report and walk you through it, or email it to you as a timestamped transcript.

Responsible gaming and account controls

All responsible gaming controls are inside the Responsible Gaming tab in your account dashboard and are available around the clock. You can set deposit limits on a daily, weekly, or monthly basis. You can activate a session timer that pauses the game and shows you a reminder every 30 or 60 minutes. You can set a loss limit or a wager limit over any rolling period you choose.

Need a break? Take a cool-off period from 24 hours up to 6 weeks. During a cool-off your account remains open but you cannot deposit or play. You can self-exclude for 6 months, 12 months, or permanently. Self-exclusion is irrevocable for the period you select and cannot be lifted early, regardless of circumstances.

Lowering any limit takes effect immediately. Raising a limit involves a mandatory 24-hour cooling-off period before the new, higher limit becomes active. This delay is intentional and is there to protect you from impulsive decisions in the heat of the moment.

If you want to speak to someone outside the casino, the Gambling Helpline NZ is free and confidential on 0800 654 655, available 24 hours a day, seven days a week. Trained counsellors can talk through your options and connect you with local support services at no cost.

Self-service tools in your account

Your Royal Vegas account dashboard puts a wide range of management tools at your fingertips without needing to contact support. Under Account Settings you can update personal details, change your password, and enable two-factor authentication for an extra layer of security. Under Cashier you can view your full transaction history, download statements, and manage saved payment methods.

The Responsible Gaming tab hosts every limit and control described above. The Verification tab shows the current status of each identity document and tells you exactly what, if anything, is still required. The My Bonuses tab shows live progress on every active promotion.

You can also opt in to, or out of, promotional emails and SMS directly from the Notifications section of Account Settings. If you want to opt out of all marketing communications instantly, that toggle is there without needing to email or chat.

Transaction history exports are available as CSV files for any date range you choose. This is useful if you need a record for personal budgeting, tax purposes, or if you are reviewing your play as part of a responsible gaming check-in.

How to escalate a complaint

If live chat or email has not resolved your concern to your satisfaction, you have the right to escalate through our formal complaints procedure. Send a written complaint to support@royallvegas.net with the subject line Formal Complaint, your account username, a clear description of the issue, and any supporting evidence. We will acknowledge receipt within 24 hours and provide a full written response within 10 business days.

If our final response does not resolve your complaint, you may refer the matter to the Department of Internal Affairs (DIA) in New Zealand. The DIA oversees gambling regulation under the Gambling Act 2003 and can investigate complaints about licensed online gambling operators. Contact the DIA at www.dia.govt.nz or on 0800 257 887.

Royal Vegas operates under its international licence and maintains a transparent complaints log. We are committed to fair and prompt resolution at every stage, and we encourage all players to use the escalation path rather than leave a dispute unresolved.

Contacting support

Live chat is open 24 hours a day, 7 days a week and is the fastest way to reach us. The chat icon is in the bottom-right corner of every page once you are logged in. Average response time is under a minute even at peak hours. Our agents can action most account requests on the spot, including releasing pending withdrawals, adjusting limits, and resending verification emails.

Email support is available at support@royallvegas.net. Response time is usually within a few hours during peak periods and within one business day at quieter times. For sensitive matters such as account closure, formal complaints, or anything where you want a written record, email is the best channel.

Phone callbacks are available for VIP players through their dedicated account manager. If your membership tier qualifies, the callback contact details are listed in your account dashboard under VIP Services.

For responsible gaming queries specifically, our agents are trained to have those conversations with sensitivity and without pressure. You will never be discouraged from setting limits or taking a break, and our team will point you to the right tool or external service for your situation.

Mobile, browser and technical issues

If a game will not load on mobile or desktop, the first fix is almost always a hard refresh. On desktop, hold Shift and click the reload icon. On mobile, close the tab entirely and reopen it. Most single-game loading failures are caused by stale browser cache or a brief network interruption, and a fresh page load resolves them immediately.

If the lobby loads but the cashier will not open, check whether your browser is blocking cookies for the Royal Vegas domain. The cashier uses cookies to maintain your session state, and blocking them prevents it from opening. Enabling cookies for our site, or switching to a different browser, usually fixes it straight away.

For issues that recur across multiple devices or browsers, send us a chat message with the following details: your device type and operating system version, the browser name and version, and the exact steps that reproduce the problem. Our technical team can replicate most issues within minutes and will either push a fix or suggest a confirmed-working configuration.

Royal Vegas is fully optimised for modern versions of Chrome, Firefox, Safari and Edge. We recommend keeping your browser updated to the latest stable release for the best performance and security.