Frequently Asked Questions

Platinum Play Casino runs exceptionally smoothly and prides itself on delivering some of the best online gambling experiences in New Zealand. However, there's always a chance that you might experience an issue or simply want some more information about something.

In those instances, you can contact the expert and friendly Customer Service Team via live chat or email. They are dedicated to helping you return to your games as quickly as possible, and are available at all times of the day or night. If you're looking for an even quicker answer to a small query, check out the FAQs section here.

General

Is Platinum Play Licensed and Endorsed?

Yes, definitely. The casino is monitored, regulated and licensed by the Malta Gaming Authority. That means that this respected body checks standards of safety, fairness and overall operations on a frequent basis. The valid, up-to-date licence is proof that these standards are being maintained. The site is also certified by independent auditors at eCOGRA, which should give you even more peace of mind.

How Do I Register My Platinum Play Account?

To register as a member at Platinum Play and have access to more than 600 pokies and other high-quality games, you need to make your way to the registration page. Click on the drop-down menu in the top right-hand corner of the home page, or on the “Login” button that is nearby.

The “Login” button will take you directly to the registration page; if you choose the drop-down menu you'll need to select the “Getting Started” tab. Either way, your next move will be to enter your country, email address and other details, and to choose your unique username and password. Then click on “Create My Free Account” and the website will do exactly that.

How Do I Access the Casino?

The 2-word answer to this is “very easily”. You can use the browser of your choice, on any desktop, smartphone or tablet. The entire game selection is available immediately, and you just need to click on the “Login” button and enter your username and password.

Promotions and Special Offers

Does Platinum Play Offer a Loyalty Programme?

Yes, for every real-money bet that you place you will earn Loyalty Points. Once you have collected enough of these, you can redeem them for gaming credits. You can enjoy yourself for longer, without spending more of your own funds.

Does Platinum Play Offer a VIP Club?

Yes, once you have reached a certain level of playing activity, you will be personally invited to join the casino's elite VIP Club. After attaining this coveted status, you'll be treated to tailored promotions, exclusive event invitations and all kinds of other perks.

What Kind of Bonuses Does Platinum Play Offer?

New members are treated to a generous Welcome Package, while existing members can take advantage of several regularly changing promotions. The bonuses involved in these offers include Deposit Matches, where all or a part of your deposit is equalled and added to your account. Special deals on new casino games and multipliers of overall payouts are also often seen.

How Do Playthrough Requirements Work?

Playthrough Requirements, or Wagering Requirements, are usually imposed on the bonus amounts you receive. They specify how many times you need to wager the bonus amount before you are allowed to cash it out.

For example, a x35 Playthrough Requirement means you need to punt NZ$3500 before drawing out NZ$100 of your bonus funds. Wagering Requirements are designed to protect casinos from players who join, claim their bonus, then withdraw it and leave without betting anything. They can be quite steep, but the stipulations at Platinum Play are always very fair.

Banking

What Banking Methods are Available?

Platinum Play offers a wide range of trusted deposit and withdrawal options on their banking interface. These include eWallets, bank transfers, prepaid vouchers, debit cards and credit cards. Learn more about the full selection by clicking on the Banking page.

How are Transactions Protected?

Safeguarding your funds and personal information is one of Platinum Play's top priorities. Every transfer is encrypted with the latest Secure Sockets Layer technology. This security protocol is what the world's major financial institutions use, and it establishes a unique connection between the casino's server and your computer. The connection can only be accessed with special generated keys, which the software creates for every session. When you log out, the key is invalidated and can't be used again.

How Do I Make a Deposit?

Follow these easy steps:

• Check that you are online, and confirm that you have been properly registered.
• Log into your account and make your way to the Banking page.
• Choose your deposit method of choice and click the “Deposit” button.
• Complete the transaction by entering your details and the amount of money that you wish to transfer.
• Click the button to confirm your transaction.
• At this point, you may be taken to your bank's website to complete the process there. This depends on your financial institution and the deposit method that you choose.

How Do I Make a Withdrawal?

• Withdrawing your money from Platinum Play is just as simple as depositing it into your account:
• When you want to cash out, go back to the Banking page and choose “Withdrawal”.
• Unless otherwise specified, your withdrawal will be processed using the same banking method that was used for your most recent deposit.
• Enter the amount that you want to cash out, follow the prompts and then click the button to confirm the request.

Can Withdrawals be Reversed?

If you want to change the withdrawal amount that you entered, or you want to cancel the entire request, this is easily done within the first 24 hours after initiating the process. Head to the Banking page, and once thee click on the “Reverse Withdrawal” button. All your pending requests will be shown, and you can choose to cancel them or change their cashout amounts.

What is a source of wealth request?

Due to our AML compliance and alignment with current FATF recommendations and FIAU regulations we are at times required to establish a client’s “source of wealth” as part of our enhanced due diligence responsibilities.

“Source of wealth” is defined as “the origin of the subject’s total assets” and refers to any activity or situation that has generated the individual’s total wealth.  Should you be required to provide documentation, which would be used to verify your source of funds, the following documentation could be requested from you:

• bank statements
• Payslip
• Recently filed business accounts
• sale of an asset details in the completion statement
• divorce settlement and court order specifying the written settlement agreement
• inheritance money in the form of the Will statement

Please Note! We will have dedicated staff to facilitate the verification.  Please rest assured that all information shared with us will be treated as confidential and that all efforts will be made to assist clients wherever and whenever possible.