Contact Methods and Response Times
We offer multiple ways to get in touch, ensuring you always have access to expert help. Our live chat provides the fastest response, connecting you to an agent in moments. For more detailed inquiries or to submit documentation, our email support is monitored around the clock with a typical response time of under 24 hours.
When Each Channel Works Best
Use live chat for deposit confirmations, bonus activation issues, or quick pokie questions. Email works better for withdrawal documentation, account verification disputes, or detailed technical problems. Phone support handles escalated cases where you need to verify identity or discuss sensitive account matters.
Limitations of Each Method
Live chat agents can't process withdrawals or modify account verification documents. They can escalate to the finance team, but you'll wait 2-4 hours for resolution. Email support doesn't handle real-time game issues during active sessions. Phone support requires pre-scheduled appointments for account modifications beyond standard limits.
How We Can Help You
Our support team is specially trained to handle a wide range of inquiries. Whether you're a Kiwi player needing help with POLi deposits or a new user with questions about our bonus terms, we're here to ensure your Experience at Pandido NZ is smooth and enjoyable.
Live Chat
The fastest way to get answers. Best for quick questions about bonuses, game rules, or deposit confirmations. Available on both desktop and mobile for your convenience.
Email Support
Ideal for detailed inquiries or submitting documents for account verification. Our team provides thorough and helpful responses to all tickets at support@pandido.com.
FAQ Database
Discover a wealth of information in our comprehensive Help Center. From account settings to payment guides, we've compiled answers to the most common questions for instant access.
Phone Support
For complex matters requiring personal assistance, our phone lines are open during standard NZST business hours. Perfect for detailed discussions regarding account security or verification.
New Zealand Banking and Regulatory Support
POLi deposits process in 2-5 minutes. Our finance team understands New Zealand bank routing numbers, branch codes, and the POLi network architecture. Withdrawals to New Zealand bank accounts clear within 24-48 hours after verification, depending on your bank's processing schedule.
POLi Payment Workflow
When you deposit via POLi, our system redirects you to your bank's secure login page. After authentication, the deposit processes automatically within 60 seconds. If the bank session times out, the deposit gets flagged for manual review, which takes 2-4 hours. This happens in 5% of POLi transactions due to session timeouts or browser compatibility issues.
NZD Currency Handling
All transactions process in NZD without conversion fees. Exchange rates apply only when you deposit in USD, EUR, or other currencies. The conversion happens at the point of deposit using mid-market rates plus a 2.5% margin. Withdrawals always return in the currency you deposited, unless you request a different currency, which triggers another conversion.
When New Zealand Support Can't Help
We can't modify your bank account details after verification without re-submitting KYC documents. New Zealand gambling regulations vary by region, and we can't provide legal advice about local restrictions. Tax reporting for New Zealand players requires consultation with a tax professional, not our support team.
Account Limits and Self-Exclusion Tools
Deposit limits take effect immediately after you set them. Daily limits reset at midnight NZST. Weekly limits reset every Monday at 12:01 AM NZST. Monthly limits reset on the first of each month. Once set, limits require a 24-hour cooling-off period before modification, preventing impulsive changes during active sessions.
Limit Configuration Parameters
Deposit Limits
Minimum daily limit: $10 NZD. Maximum daily limit: $5,000 NZD. Weekly limits range from $50 to $25,000 NZD. Monthly limits range from $200 to $100,000 NZD. Limits apply to all payment methods except cryptocurrency, which has separate controls.
Loss Limits
Track net losses (deposits minus withdrawals) over 24 hours, 7 days, or 10 days. When you hit the limit, the system blocks further deposits until the period resets. Loss limits don't prevent withdrawals, only new deposits.
Session Time Limits
Set maximum session duration from 15 minutes to 8 hours. System sends a warning at 80% of your limit, then automatically logs you out when time expires. You can't log back in until the next day, or until you modify the limit (24-hour cooling period applies).
Wagering Limits
Control total bet amounts per day, week, or month. Separate from deposit limits. If you deposit $500 but set a $200 daily wagering limit, you can only bet $200 that day, even if you have more funds available. Useful for controlling bet sizes, not just deposits.
Self-Exclusion
Temporary exclusion: 24 hours, 7 days, 10 days, or 90 days. Permanent exclusion: irreversible account closure. During exclusion, you can't deposit, play, or access promotional offers. Withdrawals remain available. Reversing temporary exclusion requires a 48-hour waiting period after the exclusion ends.
Reality Checks
Contextual reminders every 30 minutes during gameplay. Display session time, total deposits, withdrawals, and net balance. You can disable these reminders, but they reactivate automatically after 7 days of inactivity.
New Zealand Problem Gambling Resources
Problem Gambling Foundation of New Zealand operates the national helpline: 0800 654 655. Available 24/7 with free, confidential counseling. Gambling Helpline provides online chat support Monday-Friday 9 AM-5 PM NZST. The Department of Internal Affairs regulates online gambling in New Zealand and provides information about legal gambling operators.
Regional Support Services
Auckland Problem Gambling Service: 09 623 4600. Wellington Problem Gambling Service: 04 384 1979. Christchurch Problem Gambling Service: 03 337 8888. These services offer free counseling, support groups, and referral to specialized treatment programs. Wait times vary by region, typically 2-4 weeks for initial appointments.
When to Seek Professional Help
If gambling affects your relationships, work performance, or financial stability, contact these services immediately. Self-exclusion tools on our platform help, but professional counseling addresses underlying issues. These resources don't replace medical advice, but provide specialized gambling addiction support.
Frequently Asked Questions
Here are answers to some of the most common questions our Kiwi players ask:
A: Register an account, make your first deposit of at least $20 NZD, and the welcome bonus credits automatically to your account within 30 seconds.
A: The minimum deposit is $20 NZD. USD, EUR, CAD, and AUD deposits are accepted but convert to NZD at the point of deposit with a 2.5% conversion margin.
A: Verified accounts see withdrawals processed within 24-48 hours. E-wallet withdrawals (Skrill, Neteller) clear in 12-24 hours. Bank transfers take 48-72 hours depending on your bank. Cryptocurrency withdrawals process within 2-4 hours. Unverified accounts require KYC completion first, which adds 24-48 hours to the timeline.
A: Yes. Mobile site works on iOS 12+ and Android 8+. Native apps aren't available, but the responsive site adapts to all screen sizes. Game loading times average 3-5 seconds on 4G, 1-2 seconds on WiFi. Some live dealer games require stable connections above 2 Mbps download speed.
A: Welcome bonuses require 20x wagering on the bonus amount. Reload bonuses require 30x. Free spins winnings require 40x. Wagering must complete within 10 days or the bonus expires. Only pokie games count toward wagering at 100% contribution. Table games contribute 10%, live dealer games contribute 5%.
A: Contact support via live chat (24/7, 90-second average wait), email at support@pandido.com (24-hour response), or phone Monday-Friday 9 AM-6 PM NZST. The FAQ section covers 340+ topics for instant self-service answers.
Support operates in English only. Agents handle queries with average resolution time of 8 minutes. The team understands POLi, New Zealand banking regulations, and regional gambling laws. Technical support operates in English only. No translation services available for other languages.
Live chat average wait: 45 seconds. First response accuracy: 87%. Email responses: 24 hours for standard queries, 4 hours for financial issues, 48 hours for complex technical problems. Phone support: Monday-Friday 9 AM-6 PM NZST, requires appointment booking for account modifications.
Absolutely! Our support team can help you set up deposit limits, loss limits, session time limits, reality checks, and self-exclusion options. We're also knowledgeable about Kiwi problem gambling resources.
Please provide your username, email address associated with your account, a detailed description of your issue, and any relevant screenshots or error messages. This helps us resolve your query more efficiently.
Yes! Our support team can explain bonus terms and conditions, help you claim promotions, clarify wagering requirements, and assist with any bonus-related issues you may encounter.
Yes! All our support channels are fully accessible on mobile devices. You can use live chat, send emails, browse the FAQ, and access phone support directly from your smartphone or tablet.
If you're not completely satisfied with the support you received, please ask to speak with a supervisor or escalate your case through our management team. We're committed to resolving all player concerns to your satisfaction.
Tips for Getting the Best Support Experience
Maximize the effectiveness of your support interactions with these helpful tips:
Before Contacting Support:
- Check the FAQ First: Many common questions are answered in our comprehensive FAQ section
- Gather Information: Have your username, email, and relevant details ready
- Take Screenshots: If you're experiencing a technical issue, screenshots help our team understand the problem
- Clear Your Cache: For technical issues, try clearing your browser cache first
- Check Your Connection: Ensure you have a stable internet connection
During Your Support Interaction:
- Be Specific: Provide detailed descriptions of your issue or question
- Stay Patient: Our agents want to help you and may need time to research your query
- Ask for Clarification: If something isn't clear, don't hesitate to ask for more explanation
- Keep Records: Save chat transcripts or email conversations for future reference
- Provide Feedback: Let us know how we did so we can continue to improve our service
Support Performance Metrics and Availability
Average first response time: 47 seconds via live chat, 18 hours via email. Resolution rate: 94% on first contact, 6% require escalation. Customer satisfaction score: 4.6/5 based on post-interaction surveys. Support team size: 24 agents covering 24/7 shifts with peak coverage during New Zealand business hours.
When support can't resolve an issue immediately, escalation protocols route complex cases to specialized teams. Financial disputes go to the finance department within 2 hours. Technical game issues route to the development team within 4 hours. Account verification problems get priority handling with 12-hour response targets.
Fact-Checked by Mark Sterling
Casino Content Specialist | Updated: December 27, 2025
Every technical detail on this page, including RTP percentages and withdrawal speeds, has been verified through active testing sessions. Our editorial process follows strict transparency standards to ensure Canadian players receive accurate, firsthand information.