Contact Us

Welcome to the official contact page for Kiwi's Treasure Casino, a New Zealand–facing online casino operated by Baytree (Alderney) Limited of the Cityviews Group. Licensed by the Alderney Gambling Control Commission (Licence 155 C1, issued 15 December 2020) and supported by Baytree Interactive Limited under a Kahnawake Gaming Commission licence (00892, issued 16 February 2022), Kiwi's Treasure Casino aims to bring safe, fair and entertaining online gaming to Kiwi players.

Launched in 2025 and certified by eCOGRA, our casino focuses on clear rules, fair play, and responsible gambling. We welcome players who are 18+ or above the legal age of majority in their jurisdiction. While Kiwi's Treasure Casino focuses on New Zealand, our terms list several restricted countries, including Australia, Austria, Germany, Netherlands, Poland, Spain, the United Kingdom, the United States, and others. Players from those places cannot open an account or play for real money.

Our Mission at Kiwi's Treasure Casino

Kiwi's Treasure Casino was created with a simple idea: a safe, honest and enjoyable online gaming space for New Zealand players. We want every player to feel that their time and funds are treated with respect. Our aim is to combine trusted licensing, fair games, responsible gambling tools and responsive service, so players can focus on entertainment.

We are committed to:

• Offering games that meet recognised standards for fairness and randomness, backed by eCOGRA certification
• Following strict licence rules set by respected authorities in Alderney and Kahnawake
• Keeping player funds, personal data and payment details secure
• Providing clear information about deposits, withdrawals, and account checks
• Supporting responsible gambling with age limits and practical tools

Our team is based around the needs of Kiwi players, with banking options, limits and information that fit New Zealand customers. We work to keep our site easy to use, fast to load and simple to understand, whether you are making your first deposit or requesting a withdrawal.

How to Reach Kiwi's Treasure Casino

If you have questions about your account, payments, bonuses, technical issues or responsible gambling tools, our support team is ready to help. The main way to reach us is by email. We aim to reply in a clear and helpful way, with direct answers that respect your time.

Primary Contact Email

For general support, account queries, payment questions or feedback, please email us at:

Email: [email protected]

Use this address for:

• Help with registration, login issues, or updating your details
• Questions about deposits or withdrawals
• Bonus and promotion queries
• Technical support for games or the website
• Feedback, complaints, or suggestions for improvement

What to Include in Your Email

To help us respond quickly, please include the following in your message where possible:

• Your full name and registered account email address
• Your username (if you already have an account)
• A clear subject line, such as “Deposit question” or “Withdrawal delay”
• A short description of the problem or question
• Any screenshots or transaction references that may help our team

We treat every enquiry as important. Our support agents review each case carefully, especially when it involves payments, security or responsible gambling requests.

Support Hours and Response Times

Our support service strives to reply to players as soon as possible. During busy times, response times may be longer, but we work to answer all emails in a fair and timely manner.

If your matter is urgent, such as a suspected unauthorised login or a serious responsible gambling concern, please state this clearly in the subject line of your email. For example, you can use “Urgent: account security” or “Urgent: gambling limit request.” This helps us prioritise your message.

Questions About Payments and Withdrawals

Many players contact us about payments. Kiwi's Treasure Casino supports a range of deposit and withdrawal methods that suit New Zealand players, including Visa, Mastercard, PaysafeCard, Apple Pay, Google Pay, Skrill 1‑Tap and NETELLER for deposits. Withdrawal options include Visa, Mastercard, Apple Pay, Google Pay, Skrill 1‑Tap and NETELLER, with a general daily withdrawal cap of NZ$9,000.

Card withdrawals usually take between 1 and 3 business days after processing, while e‑wallet withdrawals are typically instant once released. There is a reverse withdrawal period of at least 24 hours, during which players may be able to return a pending withdrawal back into their playing account between 05h00 GMT Thursday and 05h00 GMT Monday. Foreign exchange and bank fees are the responsibility of the player.

Some direct bank transfers may carry charges when amounts exceed certain thresholds, depending on the currency. For example, withdrawals over NZ$500 via certain direct bank methods may incur a NZ$5 fee, while other currencies such as AUD, USD, GBP, CAD, SGD and several others have similar fees above set levels. For the latest details on charges in specific currencies, please contact our support team.

We remind all players that account and withdrawal details must be accurate to avoid delays or incorrect payments. First‑time withdrawals, large withdrawal amounts or withdrawals requested after changing a payment method may require identity checks, such as proof of ID, address or payment method ownership. These checks help us meet licence rules and keep your account safe.

Payment Queries – What We Can Help With

You can contact us for help with:

• Deposit failures or delays
• Understanding withdrawal steps and expected timeframes
• Questions about direct bank transfer fees and limits
• Clarifying the NZ$9,000 daily withdrawal cap
• Issues with reversed or cancelled withdrawals

When you contact us about a payment, please include transaction dates, amounts, and the payment method used. This helps us locate your transaction and provide a clear answer.

Account, Security and Verification Support

Account security is a key focus at Kiwi's Treasure Casino. Our licences require strong checks, and we also want players to feel safe when they log in, deposit and withdraw.

Contact us if you need help with:

• Login problems or locked accounts
• Updating your email, phone number or address
• Resetting your password or securing your account
• Verification document requests and upload questions
• Suspected unauthorised access to your account

If you believe someone else has used your account, please email us straight away and include “Security” in the subject line. Explain what has happened, and if possible mention any recent deposits, withdrawals or changes you did not make. Our team will review and act as needed to protect your account.

Responsible Gambling Support

Kiwi's Treasure Casino is open to players aged 18+ or the legal age of majority in their jurisdiction. We want gambling to stay a form of entertainment. If you ever feel your play is no longer fun or is affecting your life, please contact us for help and information about responsible gambling tools.

By contacting our support team, you can request:

• Deposit limits to help you manage how much you spend
• Cool‑off periods where access to real money play is paused for a set time
• Self‑exclusion for longer breaks from your account
• Information about organisations that support problem gambling

We treat all responsible gambling queries with care and respect. Your well‑being matters more than any game or promotion.

Feedback, Complaints and Dispute Handling

We value honest feedback from Kiwi players. It helps us improve our games, payments, and service standards. If you have a positive experience you want to share, or if something has gone wrong, please get in touch.

For complaints, please send a detailed email describing what happened, the date and time, and which part of the service was involved (for example, a game, a bonus, or a withdrawal). Include any screenshots or reference numbers received from previous emails. Our support team will review your case, investigate where needed, and respond with a clear explanation or solution.

If your complaint involves game fairness, we may refer to eCOGRA testing or other data from our providers. Our aim is to treat every dispute fairly and in line with our licence conditions.

Staying Informed About Kiwi's Treasure Casino

For information about our latest games, welcome offers, ongoing promotions and general terms, please visit our homepage at kiwistreasures-casino.co.nz. You can also find more detail there about payment options, withdrawal policies and responsible gambling features available to New Zealand players.

Before You Contact Us – Quick Checks

Many common questions are covered in our help sections and terms. Before you write to us, you may like to:

• Review your account details to ensure your email and personal data are correct
• Check your payment history to confirm transaction dates and amounts
• Read the bonus terms related to any promotion you are querying
• Look at our withdrawal policy for notes on timeframes and verification

If the answer is still not clear, our support team is ready to explain further and guide you step by step.

Your Connection to Kiwi's Treasure Casino

Every message we receive is an opportunity to serve you better. Whether you are a new visitor curious about our licence status, or a regular player with a question about your account, we are here to help. Our goal is to provide straight, open and friendly communication that reflects the standards set by our licensing bodies and certification partners.

If you have any doubt, question, concern or suggestion, please reach out to us:

Email: [email protected]

Thank you for choosing Kiwi's Treasure Casino. We appreciate your trust and look forward to assisting you.