Frequently Asked Questions

How old do I have to be to enter Grand Casino?

You must be 20 years of age or older. Proof of age may be required. This also includes access to our on-site restaurant; the Grand Bar & Restaurant. 

What is the dress code?

At Grand Casino, we take pride in delivering a premier experience to all our guests. As such, we expect a neat and tidy standard of dress at all times. 

Grand Casino reserves the right to refuse entry where patrons are not appropriately dressed.

How can I sign up to Grand Rewards?

Signing up to Grand Rewards is free. Provided you are over the age of 20 and not excluded from entering Grand Casino you can sign up at the Club Desk, on the gaming floor at Grand Casino.

Does Grand Casino accept credit cards?

Like all casinos in New Zealand, Grand Casino does not accept credit card transactions for gaming purposes. Credit cards are accepted in the Grand Bar & Restaurant.


Does Grand Casino provide foreign exchange services?

At Grand Casino we provide a foreign exchange currency service for our customers. 

What is the dispute process?

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 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:

Gambling Operations
Regulatory Services
Department of Internal Affairs
Level 1
2-16 Nicholls Lane
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:

PO Box 5967