Frequently Asked Questions

If your complaint relates to a financial service provided by Grand Casino, including foreign exchange services, and the matter cannot be resolved directly with us, you may refer the complaint to Financial Services Complaints Limited (FSCL), an independent external dispute resolution service.

FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

You can contact FSCL:

• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL's website: www.fscl.org.nz
• writing to:

FSCL
PO Box 5967
WELLINGTON 6011

Please follow the link for further details on our dispute process as it relates to financial services.

Dispute Process

If your complaint concerns the conduct of gambling at Grand Casino, you can contact a gambling inspector at the Department of Internal Affairs. 

A casino Gambling Inspector can help you with concerns or complaints about any of the following matters:

• The integrity of gambling equipment in the casino
• The way gambling is being conducted in the casino
• The integrity of any casino employee
• The integrity of any casino operation
• The presence of underage patrons (patrons must be 20 years of age to enter a casino).

You can contact the Department of Internal Affairs:

• by calling: (09) 363 6343
• by emailing: Gambling@dia.govt.nz
• writing to:

Gambling Operations
Regulatory Services
Department of Internal Affairs
Level 1
2-16 Nicholls Lane
Parnell
Auckland 1010

If you have a complaint about Grand Casino, contact us by email and explain what happened and how you would like the matter resolved. You can include any relevant documents or correspondence that may help us understand your complaint.

If you feel gambling is becoming an issue, you can request self-exclusion by completing a form at the casino or contact our responsible gaming team. Exclusion periods can vary and may be up to two years.

Grand Casino also provides information about other exclusion options and support for people affected by gambling harm.

If you are concerned about your gambling or someone else's gambling, Grand Casino can provide information about available support services. You can also speak confidentially with a member of the Responsible Gaming or Host Responsibility team.

Grand Casino provides access to gambling support services, including confidential assistance from gambling support organisations.

Host Responsibility is Grand Casino's approach to promoting safe and responsible gambling and alcohol service. The Host Responsibility team can provide information about responsible gaming, exclusion options and available support.

Responsible gaming means providing a safe and secure environment where people can enjoy gambling while reducing the risk of gambling-related harm. Grand Casino is committed to best practice in responsible gaming and provides support for guests who may need assistance.

Yes. Grand Casino provides foreign exchange services for customers. Fees may apply.

Grand Casino does not accept credit card transactions for gaming purposes. Credit cards are accepted at the Grand Bar & Restaurant.

Yes. A reservation request can be placed through the Grand Casino app or you can book a table online. You can also contact Grand Casino directly to enquire about restaurant bookings.

Yes. However, the casino's 20+ age requirement applies to access to the Grand Bar & Restaurant. Proof of age may be required.

Yes. Grand Bar & Restaurant is the casino restaurant at Grand Casino Dunedin, offering dining and bar service from 12pm daily.

Grand Rewards members can use the Grand Casino app to access their account, view their points balance, check offers and manage their preferences.

Grand Rewards provides members with access to rewards, points, exclusive offers and member updates. You can also use the Grand Casino app to view your rewards and points balance and access member offers.

Joining Grand Rewards is free. If you are aged 20 or over and are not excluded from entering Grand Casino, you can sign up at the Club Desk on the gaming floor.

Our How To Play section provides information to help guests understand the games available at Grand Casino, including how different casino games work and what to expect when playing.

You must be 20 years of age or older to enter Grand Casino Dunedin. Proof of age may be required. The 20+ age requirement also applies to the Grand Bar & Restaurant located within the casino.

To enter the Grand Casino or Grand Bar & Restaurant you must be 20 years of age or older. Guests may be asked to provide valid identification to confirm their age before entering.

Grand Casino Dunedin requires guests to maintain a neat and tidy standard of dress at all times. We take pride in delivering a premier experience to all our guests. Grand Casino reserves the right to refuse entry to patrons who are not appropriately dressed.

You can find Grand Casino Dunedin's current opening hours on our Operating Hours page.  We recommend checking the latest opening hours before your visit, particularly around public holidays and special events.

Grand Casino Dunedin offers a range of gaming options, including electronic gaming machines and gaming tables. Visit our How To Play section to learn more about the games and how they work.

Grand Casino Complaints

We are always looking for ways to improve our service. If something has gone wrong, we want to know.

Please send an email to enquiries@grandcasino.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

Conduct of Gambling

If your complaint relates to the conduct of gambling at Grand Casino you can contact a casino Gambling Inspector at the Department of Internal Affairs. A casino Gambling Inspector can help you with concerns or complaints about any of the following matters:

• The integrity of gambling equipment in the casino
• The way gambling is being conducted in the casino
• The integrity of any casino employee
• The integrity of any casino operation
• The presence of under age patrons (patrons must be 20 years of age to enter a casino).

You can contact the Department of Internal Affairs:

• by calling: (09) 363 6343
• by emailing: Gambling@dia.govt.nz
• writing to:

Gambling Operations
Regulatory Services
Department of Internal Affairs
Level 1
2-16 Nicholls Lane
Parnell
Auckland 1010

Financial Services

Please follow the link for further details on our dispute process as it relates to financial services.

Dispute Process

If your complaint relates to any financial services we offer (including our currency exchange services) and we cannot agree on how to resolve the complaint, you may refer your complaint to Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

You can contact FSCL:

• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL's website: www.fscl.org.nz
• writing to:

FSCL
PO Box 5967
WELLINGTON 6011