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Royal Vegas Casino FAQs

Here are the answers to some of our New Zealand players’ most frequently asked questions. If you need any further information or assistance, please contact our Customer Support Centre without delay.


Why were my documents not accepted?

It could be that when you uploaded your documents, they were not legible or that all four corners were not showing. Read the document guidelines for each document type carefully and follow them for a good result.

Why do I need to upload my documents?

Player safety is our priority at Royal Vegas Casino, so we sometimes have to verify the identity of our players in order to make sure that the correct person is withdrawing funds. As a result, players sometimes have to upload their documents so that we can check that everything is on the level. It’s a minor inconvenience that helps keep everyone safe.

How do I upload my documents?

The best way to upload your documents is via the upload feature in the casino lobby. If you’ve been requested to provide documents, there will be a special message there for you. The connection is protected by SSL digital encryption so your information is safe. If for any reason the upload feature is unavailable, you can email your documents to our security team. Ask the helpdesk for a secure sending address first.

Responsible Gaming

Does Royal Vegas support responsible gaming?

Yes, Royal Vegas Casino supports responsible gaming very strongly. We encourage all of our members to play within a sensible budget and never bet real money that they cannot afford to lose. Our fully developed responsible gaming programme puts a number of tools at your disposal to help you play responsibly.

How do I know gaming is safe, secure and fair?

Royal Vegas Casino has all the credentials necessary to know that gaming is safe, secure and fair. The casino’s license from the Malta Gaming Authority provides assurance of legitimacy. All games on our site and in our mobile casino app are certified for safety and fairness by the eCOGRA independent gaming commission. The use of SSL digital encryption technology protects our members’ personal and financial information at all times.

What responsible gaming options are there to choose from?

There are various responsible gaming options to choose from at Royal Vegas Casino. You can take an online test to see if you have a healthy balance or if you have a gambling problem, in which case we can put you in touch with relevant programmes such as Gamble Aware. Other options include setting your own daily, weekly or monthly deposit and loss limits, taking time-outs or asking to be excluded from the Royal Vegas site.

My Account

What do I need to do to play at Royal Vegas Online Casino?

To play casino games at Royal Vegas Online Casino, you need to open an account. To play for real money, you will have to deposit funds by means of one of our trusted online casino payment methods. After that, you can start playing your favourite online casino games.

How do I register an account?

To open an online casino account at Royal Vegas New Zealand, click on Sign Up and enter your personal information on the form, including your preferred language and currency as well as your mobile number. Next, click on Create Account and confirm your username and password. You will have the option to deposit funds and start playing immediately or to deposit them later on at your convenience.

How do I view my transaction history?

To view your transaction history, click on the My Account button in the Royal Vegas Casino lobby. The My Account Details heading has the option to “View my game history”. You can then view a 12-month history of your in-game play transactions, detailed information about the casino credits that you’ve purchased and withdrawals from your casino account.

How do I log in to my account?

Connect your PC, cellphone or tablet to the internet and point your browser at the Royal Vegas website or open the Royal Vegas Casino app. Enter your username and password in the dialogue box and head for the lobby to find your favourite games.

Where can I check my balances?

You can check your balances in the My Account section. You will see your total funds and how much your balance you can withdraw.


Which are the most popular banking options?

The most popular banking options at Royal Vegas Casino Online are trusted casino payment methods including Visa and Mastercard credit cards, Skrill, Neteller and MuchBetter e-wallets and Paysafecard prepaid vouchers. You can use them to deposit and withdraw funds quickly, safely and reliably. 

Are your banking methods safe and secure?

Yes, the banking methods at Royal Vegas Online Casino are completely safe and secure. Our casino payment options include trusted and secure credit cards, e-wallets and prepaid vouchers. In addition, Royal Vegas uses SSL (secure socket layer) digital encryption technology to protect your privacy. Your personal and financial information is always totally secure.

How do I make a deposit?

To make a deposit at Royal Vegas Online Casino, click on Bank in the casino software and select the Deposit option. You will be asked to select your preferred payment option to deposit funds. Choose one of the quick, safe, easy casino banking options and select the amount you want to transfer.


How long will it take to receive my withdrawal?

The minimum that it will take for you to receive your withdrawal is after a pending period of 24 hours. During this period, you may reverse your withdrawal if you want to. Your withdrawal will be processed the day after the pending period or later, depending on the processing time of your preferred withdrawal option. Credit cards can take up to 7 days while e-wallets take up to 48 hours.

Why am I struggling to withdraw?

If a player is struggling to withdraw funds, in many cases it’s because they have not fulfilled the playthrough and rollover wagering requirements on your sign up bonus. Be sure to check the bonus terms and conditions carefully. Another reason for withdrawal delays is when suspicious activity is spotted on a player’s account. Or it could could that you’re trying to withdraw below the minimum withdrawal limit.

How can I withdraw my winnings?

To withdraw your winnings from Royal Vegas Online Casino, go to the Bank section of the casino software and click on the Withdrawal button. You will be asked to select a payment method. Select the payment method that you prefer and enter the amount that you wish to withdraw. After a pending period of 24 hours, your withdrawal request will be processed.

What information is required to verify my withdrawal?

For reasons of security, you may be asked to verify your withdrawal by providing the following documents: a copy of your driver’s license, a copy of a utility bill and, if you deposited money with your credit card, a front and back copy of your credit card. You can upload your verification documents safely in the Royal Vegas Casino lobby.

How do I reverse my withdrawal?

If you make a withdrawal request and change your mind, you can reverse your withdrawal during the pending period. Go to the Bank section of the software and activate the Reverse Withdrawal option. Your pending funds will be returned to your casino account for you to play with on the games of your choice.

What is a source of wealth request?

A source of wealth request is a due diligence process that requires you to prove that the funds that you have deposited in your casino account legitimately belong to you and that you can afford to deposit that amount of money. You will be asked for various documents from your bank and employer to prove that the wealth is yours.

Technical Support

My game is not loading, what can I do?

If you have any issues loading games on the Royal Vegas Casino site, casino app or live casino, the best thing to do is to get in touch with our customer service representatives. You are welcome to make contact via email or chat 24 hours a day, 7 days a week. The same applies to any other issues that you may have.

What do I do if I forgot my account info?

Click on the Forgotten Password/Username link. You will be asked to enter the email address that is registered to your account. You will then receive an email that will detail the steps to follow in order to have access to your account restored.

How do I change my password?

To change your password, simply click on the Forgot Password link on the Royal Vegas Contact page. Submit your email address to receive a unique, secure link by email. Click on the link to update your password. Don’t hesitate to contact the Royal Vegas helpdesk if you have any difficulties.


How can I claim a deposit bonus?

If you are a new player at Royal Vegas Online Casino, you will receive a Welcome Bonus offer the first time that you deposit funds into your account. The Welcome Bonus matches your first, second, third and fourth deposits 100% by up to $300 each, for a maximum total amount of $1200. These bonuses will be automatically credited to your casino account within an hour of you making the deposit, for you to use on any games you like. The offer is valid for 7 days from your initial deposit.

What sort of bonuses does Royal Vegas offer?

Royal Vegas offers new players an opt-in Welcome Bonus that matches their first four deposits 100%, to a maximum of $300 each. That’s potentially $1200 for you to play with. There is also a daily Match Bonus and a Bonus Wheel in the lobby that members can spin to receive prizes. The six-tier loyalty programme offers a level bonus every time you advance to a higher level.

How do I claim my daily Match Bonus?

It’s a piece of pie to claim your daily Match Bonus. Simply log in to your Royal Vegas account, look for the offer in your promotions area and click on the Deposit button. Enter the amount you want to deposit and your Match Bonus will credit automatically.

What are wagering requirements?

Wagering requirements are the conditions that you have to fulfil in order to withdraw funds earned while playing with a bonus. They consist of playthrough (the number of times you have to wager your bonus before you can withdraw funds) and rollover (the total amount that you have to bet before you can withdraw funds).

How do I meet wagering requirements?

To meet your wagering requirements, you have to fulfil the playthrough and rollover conditions. The best way to do this is to play games that count towards them. Slots count 100% while other games contribute a lower percentage.


Is there a loyalty programme?

You bet there is a loyalty programme. The moment you sign up as a member at Royal Vegas Casino, you automatically enter our six-tier loyalty programme, which rewards you for playing your favourite games.

How does the loyalty programme work?

New members start off on Bronze level with 2500 loyalty points awarded on their first successful deposit. After that, you earn extra loyalty points every time you make a bet. These points are stored in your loyalty balance and you can redeem them for credits in increments of 5000. Accumulating loyalty points earns you status points that allow you to advance to the next level. The higher you go, the better the benefits you receive, including a level bonus every time you level up.

Which are the different loyalty levels?

The different loyalty levels are Bronze, Silver, Gold, Platinum, Diamond and Privé. This last one is for VIP members and it’s by invitation only.