1. About Lucky Hills Casino and These Terms
These Terms and Conditions govern your use of Lucky Hills Casino and any services provided through the website at https://lucky-hills-casino-new-zealand.com/. By registering an account, making a deposit, or accessing any game on this platform, you confirm that you have read, understood, and agreed to these terms in full.
Lucky Hills Casino operates for the entertainment of adult players in New Zealand. The casino is operated by a company registered at 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand. If you have questions about any part of these terms, you can contact our support team at support@lucky-hills-casino-new-zealand.com or by calling +64 9 359 4167.
These Terms and Conditions apply alongside the Privacy Policy, Cookie Policy, Responsible Gambling Policy, and any bonus-specific terms that may be in effect at a given time. Where there is a conflict between these Terms and any promotional terms, the promotional terms will take precedence for matters relating to that specific promotion only.
2. Eligibility and Account Registration
2.1 Age and Residency Requirements
You must be at least 20 years of age to open an account and place wagers on Lucky Hills Casino. This is the minimum legal gambling age under New Zealand law. Players who are found to be under 20 at the time of registration will have their accounts closed immediately, and any funds held will be dealt with in accordance with applicable legal obligations.
Lucky Hills Casino is intended for use by players located in New Zealand. It is your responsibility to ensure that online gambling is permitted in your jurisdiction before registering. We do not accept registrations from jurisdictions where online casino play is prohibited by local law.
2.2 Account Creation
To open an account, you are required to provide accurate, current, and complete information. This includes your full legal name, date of birth, residential address, email address, and phone number. You may hold only one account on Lucky Hills Casino. Operating multiple accounts, whether in your own name or using a third party’s details, is a breach of these Terms and may result in permanent account closure and forfeiture of any balances.
You are responsible for keeping your login credentials confidential. Lucky Hills Casino will not be held liable for any losses that arise from unauthorised access to your account resulting from your failure to keep these details secure. If you suspect that someone else has access to your account, contact us immediately at support@lucky-hills-casino-new-zealand.com.
2.3 Identity Verification
As part of our obligations under New Zealand’s Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT Act), we are required to verify the identity of all players. You may be asked to provide a copy of a government-issued photo ID (such as a New Zealand passport or driver licence), proof of address (such as a utility bill or bank statement dated within the last three months), and proof of payment method.
Verification may be requested at account opening, before the processing of any withdrawal, or at any other point we consider appropriate. Failure to provide the required documents within a reasonable timeframe may result in a freeze on your account and a delay or refusal of withdrawals.
3. Deposits and Withdrawals
3.1 Making Deposits
Deposits can be made using the payment methods available in the cashier section of your account, which include Visa, Mastercard, and other options displayed at checkout. All deposits must be made from payment accounts held in your own name. Lucky Hills Casino does not accept deposits from third parties.
Deposits are processed instantly in most cases. The minimum and maximum deposit amounts for each payment method are displayed in the cashier at the time of the transaction. Lucky Hills Casino does not charge fees on deposits, although your bank or payment provider may apply their own charges.
3.2 Withdrawals
Withdrawals are processed back to the payment method used to make the original deposit, where technically possible. This practice is in place to prevent money laundering and to ensure funds are returned to their source.
Processing times vary by method. Lucky Hills Casino aims to review and approve withdrawal requests within 24 hours of receipt, subject to any outstanding verification requirements. Once approved, the time taken for funds to reach your account depends on your payment provider.
The following conditions apply to withdrawals:
- Your account must be fully verified before any withdrawal is processed.
- Any active bonus wagering requirements must be fulfilled before withdrawal of bonus-derived funds.
- Withdrawals may be subject to review if unusual account activity is detected.
- Lucky Hills Casino reserves the right to request additional documentation before approving a withdrawal.
3.3 Currency
All transactions on Lucky Hills Casino are conducted in New Zealand Dollars (NZD) unless otherwise specified. If your payment method operates in a different currency, your bank or payment provider may apply a conversion rate and associated fees.
4. Bonuses and Promotions
4.1 Welcome Bonus and Ongoing Promotions
Lucky Hills Casino offers a Welcome Bonus of up to NZ$1,500 plus 200 Free Spins, available to new players upon first deposit. Additional promotions including the 250% first deposit match of up to NZ$2,000, cashback offers, and Flash Bonuses are made available to both new and existing players at various times.
Each promotion is governed by its own specific terms, including wagering requirements, eligible games, time limits, and minimum deposit thresholds. These terms are displayed on the relevant promotion page and form part of your agreement with Lucky Hills Casino when you opt in to that offer.
4.2 General Bonus Conditions
The following conditions apply to all bonuses unless a specific promotion’s terms state otherwise:
- Bonuses are available to one account per person, per household, and per IP address.
- Bonuses must be used within the validity period stated in the relevant promotion’s terms.
- Lucky Hills Casino reserves the right to withdraw a bonus from an account if it is found that a player has abused the bonus system, including but not limited to: placing low-risk bets to meet wagering requirements, using bonus funds in a way that exploits a game’s mechanics, or coordinating play with other players to gain an advantage.
- Bonus winnings may not be withdrawn until the applicable wagering requirements are met in full.
- Lucky Hills Casino may amend, suspend, or withdraw any promotion at any time, with changes taking effect immediately.
4.3 No Wagering Bonus
Where a promotion is specifically designated as a “No Wagering” bonus (such as the NZ$100 No Wagering Bonus), winnings generated from that bonus are not subject to a wagering requirement and may be withdrawn without restriction, subject to standard verification and withdrawal processing conditions.
5. Game Rules and Fair Play
5.1 Game Providers
The games available on Lucky Hills Casino are supplied by licensed third-party game studios including Evolution, PG Soft, Pragmatic Play, and Spribe, among others. Each game is governed by the rules of that specific game as set by its provider. Lucky Hills Casino is not responsible for errors originating within the game software of third-party providers, though we will work with providers to resolve any disputes on your behalf.
5.2 Return to Player (RTP)
All games on Lucky Hills Casino operate using a certified Random Number Generator (RNG) and are independently tested for fairness. The Return to Player (RTP) percentage for each game is accessible within the game’s information panel. RTP represents the theoretical long-term payout percentage and is not a guarantee of individual session outcomes.
5.3 Malfunctions and Errors
In the event of a technical malfunction that affects a game’s outcome, Lucky Hills Casino reserves the right to void affected bets and return stakes to the players involved. If a game displays an incorrect win amount due to a technical error, the correct payout will be calculated and applied based on the game’s official paytable, and any excess will not be payable.
6. Responsible Gambling
Lucky Hills Casino is committed to supporting responsible gambling practices in line with the principles promoted in New Zealand. We recognise that gambling should remain a form of entertainment and take seriously our responsibility to provide tools that help players maintain control.
The following tools are available to all registered players:
- Deposit limits: Set daily, weekly, or monthly limits on the amount you can deposit to your account.
- Session limits: Restrict the amount of time you spend playing in a single session.
- Self-exclusion: Request a temporary or permanent exclusion from the platform. Once a self-exclusion is in place, it cannot be reversed during the exclusion period.
- Reality checks: Receive notifications during play to remind you of how long you have been logged in.
- Account cooling-off: Take a short break from play without committing to full self-exclusion.
To activate any of these tools or to request self-exclusion, contact our support team at support@lucky-hills-casino-new-zealand.com or call +64 9 359 4167. Self-exclusion requests will be processed without delay.
If you are concerned about your gambling habits, we encourage you to seek support from the New Zealand Problem Gambling Foundation (www.pgf.nz) or call the free Gambling Helpline on 0800 654 655, available 24 hours a day.
Players who have self-excluded must not attempt to open new accounts or access the platform through any other means during the exclusion period. Any accounts found to have been created in circumvention of a self-exclusion will be closed, and balances may be withheld pending review.
7. Prohibited Activities
The following activities are strictly prohibited on Lucky Hills Casino:
- Using software, bots, scripts, or any automated means to interact with games or the platform.
- Exploiting bugs, errors, or loopholes in games or casino software, including any action intended to gain an unfair advantage.
- Conducting any form of fraudulent activity, including chargebacks, use of stolen payment methods, or providing false identification.
- Colluding with other players in any game, including live dealer games.
- Attempting to launder money through the platform.
- Using a VPN, proxy, or similar technology to disguise your true location.
- Opening more than one account on the platform.
- Playing on behalf of another person or allowing another person to play using your account.
Any player found to have engaged in prohibited activity will have their account suspended or permanently closed. Funds held in such accounts may be forfeited, and the matter may be reported to the relevant authorities where required by law.
8. Anti-Money Laundering and Responsible Financial Practices
Lucky Hills Casino complies with New Zealand’s Anti-Money Laundering and Countering Financing of Terrorism Act 2009. We are required by law to monitor player transactions, verify player identities, and report suspicious activity to the relevant authorities.
As part of our AML obligations, we may:
- Request documentation to verify the source of funds deposited into your account.
- Place a temporary hold on withdrawals while additional checks are conducted.
- Report transactions or account activity to the New Zealand Police Financial Intelligence Unit or other competent authorities without prior notification to the player.
These obligations exist independently of our relationship with you as a player, and compliance is not optional. Failure to cooperate with AML verification requests may result in your account being closed and funds being withheld until the matter is resolved.
9. Privacy and Data Protection
Lucky Hills Casino collects and processes personal data in accordance with the New Zealand Privacy Act 2020 and our Privacy Policy, which is available at https://lucky-hills-casino-new-zealand.com/. By creating an account, you consent to the collection and use of your personal information as described in that policy.
Personal data collected during registration and account use is used for the purposes of account management, identity verification, fraud prevention, customer support, and the improvement of our services. We do not sell personal data to third parties. Data may be shared with third-party providers where necessary to deliver the services offered on this platform, including payment processors and game studios.
You have the right to access, correct, or request deletion of your personal data, subject to any legal obligations that require us to retain it. To exercise these rights, contact us at support@lucky-hills-casino-new-zealand.com.
10. Intellectual Property
All content on the Lucky Hills Casino website, including but not limited to text, graphics, logos, game interfaces, and software, is the intellectual property of Lucky Hills Casino or its licensed suppliers. You are granted a limited, non-transferable licence to access and use this content for personal, non-commercial purposes only.
You may not reproduce, copy, distribute, modify, or create derivative works from any content on the platform without prior written consent from Lucky Hills Casino or the relevant rights holder.
11. Limitation of Liability
Lucky Hills Casino provides its services on an “as available” basis. While we make every effort to ensure the platform operates without interruption, we cannot guarantee that the website, games, or payment systems will be free from technical faults at all times.
Lucky Hills Casino will not be held liable for:
- Loss of winnings or other damages arising from technical failures, including server outages or game malfunctions, that are beyond our reasonable control.
- Any indirect, consequential, or incidental loss arising from your use of the platform.
- The actions or omissions of third-party payment providers or game studios.
- Losses arising from your failure to comply with these Terms and Conditions.
Nothing in these Terms limits liability for matters that cannot be excluded under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 where applicable.
12. Disputes and Complaints
12.1 Raising a Complaint
If you have a complaint about any aspect of your experience with Lucky Hills Casino, we encourage you to contact our support team in the first instance:
- Email: support@lucky-hills-casino-new-zealand.com
- Phone: +64 9 359 4167
- Post: 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand
- In person: Monday to Saturday, 9AM to 6PM
We aim to respond to all complaints within five business days. Complex matters may take longer, and we will keep you informed of progress throughout.
12.2 Escalation
If a complaint cannot be resolved to your satisfaction through our internal process, you may escalate the matter to the relevant regulatory body or dispute resolution service. Lucky Hills Casino will cooperate fully with any such process.
13. Changes to These Terms
Lucky Hills Casino reserves the right to amend these Terms and Conditions at any time. Material changes will be communicated to registered players by email or by a notice displayed on the website. Continued use of the platform following notification of a change constitutes your acceptance of the revised terms.
If you do not accept changes to these Terms, you should cease using the platform and contact us to close your account.
14. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of New Zealand. Any dispute arising under or in connection with these Terms that is not resolved through our internal complaints process will be subject to the exclusive jurisdiction of the New Zealand courts.
15. Contact Us
For any questions relating to these Terms and Conditions, or for general support, please contact Lucky Hills Casino through any of the following:
- Email: support@lucky-hills-casino-new-zealand.com
- Phone: +64 9 359 4167
- Address: 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand
- Office hours: Monday to Saturday, 9AM to 6PM