Has a Roby Casino bonus balance or withdrawal in New Zealand not matched what you expected? Keep the offer terms shown when you opted in, a dated record of your play and deposit, and the messages about your account; together, these can help identify whether a wagering rule, game restriction or payment check explains the difference.
Before contacting support, save the information in its original form and note when you collected it. The bonus page linked from Casino Roby can help you locate the relevant offer, but rely on the terms displayed for your own promotion and account, not a general description. Rules and screens can change, so your dated copy is important in 2026.
Which bonus terms matter if the wagering requirement looks wrong?
Save the complete terms for the exact promotion, including the heading, eligibility, minimum deposit, bonus amount, wagering requirement, expiry, maximum bet and any cash-out limit. Keep the section explaining which games count and at what contribution rate. A slot may contribute differently from live dealer games, for example, so the total shown in your account may not match the amount you expected to clear.
Take screenshots that show the offer name and the terms together, if possible. Include the date and time in your notes, whether you opted in before or after depositing, and the currency shown. If the wording is unclear or the terms have disappeared, ask support for the promotion’s full terms as they applied to your account when you claimed it, including any version or publication date.
- Record the bonus credited and the deposit linked to it.
- Note the wagering target shown, plus the remaining amount at each check.
- Save any message or account notice about expiry, restricted games or a maximum stake.
Do not rely on a cropped image that omits the offer name or conditions. Keep the original file where available and make a separate copy; avoid editing the evidence beyond adding a clearly labelled note for your own reference.
What transaction records help explain a missing deposit or withdrawal?
For a deposit, retain the payment confirmation, amount, currency, date, time, payment method and transaction reference. Compare it with the casino cashier history and the balance change. For a withdrawal, save the request screen, requested amount, status, reference number and any later status changes. A bank or payment-provider statement can support the timeline, but hide unrelated transactions and account details before sharing a copy.
Make a simple event log in New Zealand time, noting whether the time shown by a bank, wallet or casino might use a different time zone. Include dates rather than descriptions such as “yesterday”. If a payment is pending, ask support to confirm its current status, whether any verification is outstanding, and the transaction reference they are investigating. Never send a password, full card number or one-time security code.
- Deposit: payment receipt, casino transaction ID and account balance before and after.
- Withdrawal: request confirmation, status history and any stated processing time.
- Provider contact: case number and written response, with sensitive details obscured.
Keep the unedited statement or receipt privately in case the provider needs to verify it. Send only the relevant extract through the account’s secure support channel, and ask what additional information is required before supplying identity documents.
Which game details should you collect when bonus play is disputed?
Record the game’s exact title, provider if displayed, round or bet reference, stake, time, outcome and balance before and after the round. Capture the game history or account transaction entry, not just the final balance. If a round appears missing, duplicated or excluded from wagering progress, these details help support match it to the account record.
Save the promotion’s game contribution list as well. Note whether the game was marked excluded, whether a feature round was involved, and the stake placed while the bonus was active. Do not assume every game or feature contributes equally. Ask support to identify the specific round and explain how it was counted under the terms you saved. Include screenshots of the relevant history and any error message, with the device date and time visible where practical.
If the game closes or the connection drops, write down what happened immediately and keep any error code. Avoid repeatedly replaying a disputed round or changing account settings before you have saved the history; new activity can make the sequence harder to follow.
Edge case: the terms or account history changed after your play
If a promotion page, game history or balance is no longer visible, preserve what remains: emails, notifications, browser screenshots, payment confirmations and support chat transcripts. Ask the casino in writing for the account’s relevant transaction and bonus history, the terms version that applied at the time, and an explanation of any adjustment. Give a narrow date range and the transaction or round references so the request is easier to trace.
A screenshot alone may not settle a disagreement if it lacks a date, account context or complete terms. Pair it with independent records where possible, and keep a copy of every support reply and case number. If you share evidence, redact unrelated financial information and retain the original files securely.