Casino SkyCity Queenstown is located at Level 2, Stratton House, 16-24 Beach Street, Queenstown 9300, New Zealand. This page sets out the official channels through which guests, members of the public, and third parties may submit enquiries, raise concerns, or escalate complaints. All contact requests are handled in accordance with applicable New Zealand gambling legislation and internal service standards.
General Enquiries
For general enquiries relating to venue operations, membership, events, or other matters not covered by a specific channel below, use the following contact details:
- Phone: 03 441 0400
- Email: [email protected]
- Postal address: Level 2, Stratton House, 16-24 Beach Street, Queenstown 9300, New Zealand
Enquiries submitted by email or post are reviewed during standard business hours. Written enquiries are generally acknowledged within three working days of receipt. Where a matter requires further investigation, an indicative timeframe for a full response will be provided.
Enquiries that relate to another SkyCity venue should be directed to that venue. SkyCity Queenstown handles only matters specific to its own operations.
Complaints Procedure
Complaints relating to Casino SkyCity Queenstown are handled through the following process.
Step 1 - Submit Your Complaint to the Venue
In the first instance, complaints should be submitted in writing. Email [email protected] with a clear description of the matter, the date and circumstances involved, and any supporting documentation considered relevant. Receipt of the complaint will be acknowledged, and the matter will be addressed as promptly as possible.
Step 2 - Escalation to the Department of Internal Affairs
If the outcome of a complaint handled by SkyCity Queenstown is not satisfactory, the matter may be escalated to the Department of Internal Affairs (DIA) Gambling Group, the statutory regulator for casino operations in New Zealand.
DIA Gambling Group contact details:
- Freephone (NZ only): 0800 257 887
- Phone: +64 4 495 7253
- Email (general gambling matters): [email protected]
- Email (casino operations): [email protected]
- Email (casino compliance): [email protected]
- Postal address: 45 Pipitea Street, PO Box 10-095, Wellington 6011
The DIA acknowledges gambling complaints within three working days and aims to resolve them within 20 working days.
Step 3 - Further Escalation to the Gambling Commission
If dissatisfaction remains following the DIA’s handling of a complaint, the Gambling Commission may be contacted. The Gambling Commission is an independent body that considers appeals and complaints about DIA decisions.
- Gambling Commission email: [email protected]
Financial Services Complaints
Where a complaint relates to a financial services matter connected to dealings with SkyCity, contact can also be made with Financial Services Complaints Ltd (FSCL), an approved external dispute resolution scheme.
FSCL contact details:
- Phone: 0800 347 257
- Email: [email protected]
- Postal address: PO Box 5967, Wellington 6011
FSCL’s jurisdiction covers financial services matters. If there is uncertainty about whether a complaint falls within FSCL’s scope, contact FSCL directly for clarification before submitting a complaint.
Online Gambling Enquiries and Reporting
Enquiries relating to online casino providers operating in New Zealand, including concerns about advertising or conduct during the transitional market period under the Online Casino Gambling Act, should be directed to the DIA using the dedicated channel below:
- Email: [email protected]
Casino SkyCity Queenstown does not administer complaints or enquiries on behalf of online-only operators or third-party platforms.
Host Responsibility and Problem Gambling Support
Casino SkyCity Queenstown operates under host responsibility obligations in accordance with New Zealand law. If support is required in relation to gambling harm, the following no-cost services are available:
- Gambling Helpline (Safer Gambling Aotearoa): 0800 654 655
- Text: 8006
- Live chat: gamblinghelpline.co.nz
Problem Gambling Foundation of New Zealand (PGF Services):
- Freephone: 0800 664 262
- Text: 5819
- Email: [email protected]
- Regional offices: Auckland, Hamilton, Wellington, Christchurch, Dunedin
Additional specialist helplines:
- Asian Problem Gambling Hotline: 0800 862 342
- Maori Gambling Helpline: 0800 654 656
- Vai Lelei Pasifika Gambling Helpline: 0800 654 657
- Alcohol Drug Helpline: 0800 787 797
These services operate independently of Casino SkyCity Queenstown. Contact details are provided as part of host responsibility obligations. The casino does not represent or administer any of the above organisations.
To speak with the internal Host Responsibility team, contact the venue by phone on 03 441 0400 and request connection to the Host Responsibility Support function.
Media and Regulatory Enquiries
Media enquiries relating to Casino SkyCity Queenstown should be directed to the SkyCity Group media team:
- Media phone: +64 27 535 8639
Regulatory enquiries from the DIA or other authorised bodies should be directed to the compliance team via the general venue contact details listed in the General Enquiries section.
Venue Access and Operating Hours
Casino SkyCity Queenstown is a licensed casino venue. Access is subject to applicable New Zealand law, including age verification requirements. Persons under the required legal age are not permitted to enter the gaming floor.
For questions about venue access conditions, identification requirements, or entry procedures, contact the venue by phone or email using the general enquiry details above. No legal advice is provided through these contact channels.
Response Timeframes
The following indicative timeframes apply to contact submissions received by Casino SkyCity Queenstown:
| Contact type | Expected acknowledgement | Target resolution |
|---|---|---|
| General enquiry (email or post) | 3 working days | 10 working days |
| Formal complaint | 3 working days | 20 working days |
| Host responsibility request | Same business day where possible | As required by circumstances |
| Media enquiry | 1 working day | As agreed with media contact |
These timeframes are targets and may vary depending on the complexity of the matter. Where a delay is anticipated, notification will be provided in writing.