This guide answers a specific question: what should a New Zealand player save or ask for when a deposit, bonus, game round or withdrawal at Rocket Riches does not match what they expected? It covers evidence that can help identify the transaction and check the applicable terms; it does not determine whether the site is licensed, available to you, or required to resolve a particular complaint.
Start with the records that connect your account, the offer and the disputed activity. The Rocket Riches Casino official page may help you locate the relevant account or product information, but keep your own dated copies of what you saw and any replies you receive. Do not send passwords, full card details or one-time security codes when asking for help.
Minimum records to gather first
Before contacting support, write down what happened in order. Use the date and time shown in your account, and note the time zone if it is displayed. A short timeline can make it easier to distinguish a pending payment from a completed one, or a bonus condition from a game-round question.
- Account reference: your username or account ID, registered email address, and any support case number. Share identifying details only through a channel you have checked is associated with the site.
- Transaction record: amount, currency, date, payment method, status, and the transaction or reference ID. Keep the casino transaction entry and, where relevant, the matching bank, card or e-wallet entry. Hide unrelated purchases and sensitive account numbers in screenshots.
- Offer terms: save the full promotion wording, eligibility, minimum deposit, wagering requirement, maximum bet, game contribution, expiry, and any withdrawal cap or other restriction shown when you opted in. Record the offer name and the date you accepted it.
- Game details: note the game title and provider if shown, round or bet ID, stake, result, and time. A balance change alone may not identify which round is in question.
- Contact history: retain your messages, replies, timestamps and case numbers. Ask support to confirm the reason for a decision in writing and identify the term or transaction they relied on.
Match the evidence to the issue
For a deposit that is missing or duplicated, compare the payment provider’s status with the casino cashier history. A bank authorisation is not always the same as a settled payment, so ask whether the deposit was received, declined, reversed or still pending. Request the casino-side reference and the current status, rather than sending repeated deposits while the first one is unresolved.
For a bonus dispute, keep proof of the offer as it appeared before activation as well as the account’s bonus history. Ask which condition is said to be unmet, how wagering progress was calculated, and whether a particular game or bet was excluded. The wording in force when you opted in matters; a current promotion page may not show the earlier version.
For a withdrawal delay or adjustment, save the requested amount, request date, status messages, any verification request and the payment route selected. Ask whether the withdrawal is pending review, needs more information, has been cancelled, or has been sent. If the balance changed after a game round, include the round ID and ask for the relevant game record to be checked.
Optional details that can strengthen a request
Where available, export the account statement or download the transaction history as well as taking screenshots. Keep original files, including emails with their headers and images with visible dates where possible. If a screen is likely to change, capture the full page, including the offer title and the terms link, rather than cropping out context.
You can also request the exact terms version, the relevant transaction status, and any available game-round record. Be precise: give the date range, amount, currency, reference number and the outcome you want clarified. For a New Zealand bank or payment provider, ask for its own reference too; that can help match entries without disclosing unnecessary financial information.
| Issue | Useful evidence | Question to ask |
|---|---|---|
| Deposit | Cashier entry and provider reference | Was it received, reversed or left pending? |
| Bonus | Saved offer terms and bonus history | Which condition affected the balance? |
| Game round | Game name, time and round ID | Can you provide or review the round record? |
| Withdrawal | Request status and payment reference | What step is outstanding, and why? |
One setup mistake to avoid
Do not rely on a single cropped screenshot or a remembered version of the offer. It may omit the date, currency, opt-in status or linked restrictions that explain the outcome. Save the surrounding page and the complete terms before you play or deposit where practical. If you have already lost access to a screen, ask support for the archived wording or account record rather than guessing.
Practical verification before you send a complaint
Check that every record refers to the same account, currency and time period. Match the payment reference to the casino entry; match the promotion to the activation date; and match a game query to its round ID. Then send one concise message listing the timeline, the evidence attached, the specific discrepancy and the written clarification you need. Keep a copy of the message and allow time for a reply before opening duplicate cases.
In 2026, online services and their terms can change, so date-stamped evidence is more useful than a general description of what you recall. If the reply does not address the records, ask which item is missing and how to provide it securely. Do not include passwords, full card numbers or identity documents in an ordinary email. Check the applicable New Zealand rules and seek independent advice if you need help understanding your options; this evidence checklist is not a legal finding or a guarantee of a particular result.