Grand Casino Dunedin
Grand Casino Dunedin

Grand Casino Dunedin Contact Information

Official contact details and complaint procedures for Grand Casino Dunedin.

This document sets out official contact channels for Grand Casino Dunedin, including support for general enquiries, membership, accommodation packages, technical issues, and complaints. It also outlines escalation options to external authorities where applicable.

1. Primary Contact Details

The primary contact point for general enquiries, membership questions, and operational matters is:

Email: [email protected]
Phone: 03 477 4545 (local) or 0800 477 4545 (toll-free within New Zealand)
Fax: 03 474 6981

Postal address:
Grand Casino Dunedin
118 High Street
Central Dunedin
Otago 9016
New Zealand

The venue is located in a Heritage status building adjacent to Scenic Hotel Southern Cross. Validated parking and wheelchair access are available on site.

2. Stay and Play Enquiries

For accommodation promotions linked to Scenic Hotel Southern Cross, including Stay and Play packages, contact:

Email: [email protected]

This channel is limited to booking enquiries and package details. General casino-related enquiries should be sent to [email protected].

3. Operating Hours for Contact

The venue operates daily from 12pm, except on Christmas Day and Good Friday when it is closed. Contact channels are monitored during business hours. Email enquiries submitted outside monitored hours are addressed on the next operating day.

4. Complaints Procedure

4.1. Internal Complaints

To lodge a complaint regarding services, conduct, or operations, send an email to [email protected] including:

  • Full name and contact details
  • Date and time of the incident or issue
  • Detailed description of the complaint
  • Supporting documents or evidence, if applicable

Receipt of the complaint is acknowledged and a response is provided within a reasonable timeframe. The internal process is intended to resolve matters fairly and promptly.

If a complaint concerns gambling conduct and remains unresolved after completion of the internal process, it may be escalated to the Department of Internal Affairs (DIA), which oversees gambling regulation in New Zealand.

Department of Internal Affairs - Gambling Inspector:
Phone: 09 363 6343
Email: [email protected]
Post: Level 1, 2-16 Nicholls Lane, Parnell, Auckland 1010, New Zealand

The DIA is the statutory authority responsible for gambling compliance and enforcement.

4.3. Financial Services Complaints Escalation

For complaints relating to the foreign exchange currency service or other financial services that are not resolved through the internal process, the matter may be referred to Financial Services Complaints Limited (FSCL), an independent dispute resolution scheme.

Financial Services Complaints Limited (FSCL):
Phone: 0800 347 257
Email: [email protected]
Post: PO Box 5967, Wellington 6011, New Zealand
Website: www.fscl.org.nz

FSCL provides a free and impartial complaints resolution service for financial services consumers.

5. Membership and Club Desk Enquiries

Membership applications and club-related questions are handled at the on-site Club Desk. Membership is available to persons aged 20 or over who are not excluded under New Zealand gambling legislation. For advance membership enquiries, contact [email protected].

6. Developer and Technical Support Contacts

The Android application is developed and maintained by Dunedin Casinos Limited. For app-related technical support, contact:

Email: [email protected]
Phone: +64 212 700 919

For website or digital platform technical issues, contact:

Email: [email protected]
Phone: +64 274 932 797

These contacts are for technical and development matters only. General enquiries should be directed to the primary contact details in section 1.

Grand Casino Dunedin is operated by Dunedin Casinos Limited. Corporate, legal, or regulatory correspondence should be sent to:

Dunedin Casinos Limited
Level 9, Otago House
Corner Moray Place and Princes Street
Dunedin 9016
New Zealand

Routine enquiries should continue to use [email protected].

8. Directions and Accessibility

The physical location of the venue is:

118 High Street
Central Dunedin
New Zealand

Directions and maps are available at grandcasino.co.nz/contact. Validated parking and wheelchair-accessible facilities are provided. For specific accessibility requirements or assistance, contact the venue in advance via phone or email.

9. Regulatory Oversight

Operations are subject to oversight by:

  • The Department of Internal Affairs for gambling conduct
  • Financial Services Complaints Limited for financial services disputes

Enquiries regarding regulatory status or compliance may be directed to these authorities or to the primary contact channels set out in section 1.

10. Contact Channel Limitations

Credit card transactions are not accepted for gaming purposes. Credit cards are accepted at the on-site Grand Bar and Restaurant. Payment and transaction queries should be directed to [email protected] or raised with staff on site.

This document is current as of publication. Contact details and procedures may be updated periodically. For the most current information, visit grandcasino.co.nz or make direct contact using the channels listed above.