Skycity Casino Contact

This document sets out the official contact channels for SkyCity Casino properties operated by SkyCity Entertainment Group in New Zealand. Multiple contact methods are available for general enquiries, responsible gambling support, complaints and regulatory matters.

1. General Enquiries

For general enquiries relating to the Auckland, Queenstown and Hamilton properties, the following contact details are available:

• Telephone (New Zealand toll-free): 0800 SKYCITY (0800 759 2489)
• Telephone (international and local): +64 9 363 6000
• Email: [email protected]

These centrally managed channels cover enquiries about casino operations, opening hours, entry requirements and general information.

2. Property-Specific Contact Details

2.1. SkyCity Auckland

• Physical address: Corner Victoria and Federal Streets, Auckland, New Zealand
• Postal address: PO Box 90643, Victoria Street West, Auckland 1142, New Zealand
• Telephone: +64 9 363 6000
• Fax: +64 9 363 6383
• Email: [email protected]

SkyCity Auckland casino operates 24 hours a day, 7 days a week, except on Christmas Day, Good Friday, and from 3:00am to 1:00pm on Anzac Day. Entry to the casino floor is restricted to persons aged 20 years or older.

2.2. SkyCity Queenstown Casino

• Physical address: Level 2, Stratton House, 16-24 Beach Street, Queenstown 9300, New Zealand
• Telephone: +64 3 441 0400
• Email: [email protected]

2.3. SkyCity Hamilton

SkyCity Hamilton is an entertainment complex in Hamilton’s CBD. Contact details and opening hours are available via the main enquiry channels listed in section 1.

3. Responsible Gambling and Host Responsibility

Dedicated Host Responsibility contacts are available for customers seeking assistance with responsible gambling matters. Customers may contact Host Responsibility staff at the relevant property or call the national Gaming Helpline.

SkyCity Auckland Host Responsibility:

• Telephone: +64 9 363 6000 (press 0 for call centre)
• Email: [email protected]

SkyCity Hamilton Host Responsibility:

• Telephone: +64 7 834 4900
• Email: [email protected]

SkyCity Queenstown Host Responsibility:

• Telephone: +64 3 441 0407
• Email: [email protected]

Gaming Helpline (national service):

• Telephone: 0800 654 655

The Gaming Helpline is an external support service available to customers in New Zealand.

4. Complaints Procedure

Customers who wish to make a complaint about services at a SkyCity property should follow the procedure set out below.

4.1. Internal Complaint Handling

Customers should send an email to [email protected] outlining:

• What occurred
• How the customer would like the matter resolved
• Any supporting documents or correspondence

A response will be provided within 20 working days of receiving the complaint.

4.2. External Escalation

If a customer is not satisfied with the response, or if the matter falls within the jurisdiction of an external body, the complaint may be escalated to the following organisations.

Department of Internal Affairs (DIA) - Gambling Operations:
The Department of Internal Affairs regulates gambling operations in New Zealand. Customers may contact the DIA for concerns relating to gambling regulation, licensing or compliance.

• Telephone: +64 9 363 6343
• Email: [email protected]
• Postal address: Gambling Operations, Regulatory Services, Department of Internal Affairs, Level 1, 2-16 Nicholls Lane, Parnell, Auckland 1010, New Zealand

Financial Services Complaints Limited (FSCL):
FSCL is an external dispute resolution scheme that handles certain financial services complaints relating to SkyCity payment products.

• Telephone: 0800 347 257
• Email: [email protected]
• Postal address: FSCL, PO Box 5967, Wellington 6011, New Zealand
• Website: www.fscl.org.nz

5. Media and Communications

Media enquiries for SkyCity Auckland, Queenstown and Hamilton should be directed to:

• Telephone: +64 9 363 6000
• Email: [email protected]

6. Investor Relations

Investor enquiries for SkyCity Entertainment Group should be directed to:

Craig Brown, Head of Investor Relations & Corporate Development

• Telephone: +64 27 470 6802
• Email: [email protected]

7. Sponsorship and Community Enquiries

Sponsorship enquiries for SkyCity Queenstown should be directed to:

Lucy Smillie, Marketing & Business Support Co-ordinator

• Email: [email protected]

Corporate social responsibility and community trust enquiries should be directed to:

Murray McCall, GM Finance

• Telephone: +64 9 363 6000 or 0800 759 2489
• Email: [email protected]

8. Important Notes

All contact details listed in this document are current and verified at the time of publication. Customers should ensure contact is made with the correct SkyCity property or department for the relevant enquiry.

SkyCity Entertainment Group operates casino and entertainment properties in New Zealand and Australia. This document relates only to New Zealand properties. Customers should not confuse these contact details with those of other entities using similar names in other jurisdictions.

Entry to SkyCity casino gaming areas is restricted to persons aged 20 years or older. Identification may be required at entry.