The missing detail in a disputed casino bonus is often the version of the terms that applied when it was accepted. Without that, it can be hard to tell whether a wagering requirement, game restriction or withdrawal condition was shown clearly before play began. For New Zealand players, keeping a dated record of the offer and the account activity makes a bonus query easier to check.
This guide sets out what to verify before opting in, what to record while using an offer and what to retain if a balance or withdrawal is later questioned. When reviewing the promotion shown at Rocket Riches Casino, save the terms as they appear to you rather than relying on a later summary. The aim is to build a clear timeline, not to assume that every displayed promotion has identical conditions.
What to verify before starting
Open the full bonus terms before depositing or activating an offer. A banner may show a percentage or bonus amount but leave important limits to a separate page. Save a screenshot of the banner and the complete terms, including the page address, date and time. If the terms change or disappear, your copy can help establish what you saw when you made your choice.
Check these details and note the exact wording:
- Eligibility: whether the offer is for new accounts, selected players, or particular deposit methods, and whether you must enter a code or opt in.
- Wagering requirement: what amount must be wagered, how the requirement is calculated, and whether it applies to the bonus, deposit, or both.
- Expiry: the time allowed to claim the offer and complete playthrough, including the time zone used for deadlines.
- Game contribution: which slots or other products qualify, and whether some games contribute less or not at all.
- Play limits: any maximum stake while bonus funds are active, plus rules about excluded features, rounds or simultaneous play.
- Cash-out conditions: limits on winnings, bonus removal, identity checks and any steps required before a withdrawal can be requested.
Also check that the currency and payment method shown during deposit match your intention. If an amount is converted from New Zealand dollars, retain the deposit confirmation and the amount actually debited by your bank or payment provider. A displayed figure and a settled transaction can differ because of conversion or provider fees; record both rather than treating them as interchangeable.
If a term is unclear, ask customer support before opting in. Keep the question and the written reply, including the date, the offer name and any reference number. Ask for a direct explanation of the relevant clause, not just a link to general promotion rules. A clear answer may prevent a later disagreement about whether a game, payment or stake was allowed.
What to check during use
Once the offer is active, compare the account’s bonus panel with the terms you saved. Record the bonus credited, the deposit amount, the wagering progress and the displayed expiry. Take a dated screenshot when the progress changes materially, when the balance appears to update incorrectly, or when an offer status changes. Do not rely on memory for the order of events.
Keep the casino’s game history for any session connected to the promotion. Useful details include the game title, date and time, stake, result, and any round or transaction reference shown. If a particular game seems not to count towards wagering, save its product page and the relevant bonus clause too. This gives support enough information to compare the game’s recorded activity with the offer’s contribution rules.
For deposits and withdrawals, save the casino transaction record as well as the payment provider’s confirmation. Capture the amount, currency, status, timestamp and transaction reference. If a payment is pending, rejected or reversed, retain the notification and any fee or exchange-rate detail. Never send full card numbers, passwords or security codes in a support message; redact sensitive information from evidence before sharing it.
If you contact support during play, keep the complete conversation where possible. Record the agent’s name or identifier, the time, the case number and any promised follow-up. If the answer conflicts with the saved terms or account display, ask which specific clause or transaction the response relies on. A calm, precise query is more useful than a series of messages with no dates or references.
What to retain afterward
Keep a single folder containing the offer terms, screenshots, game history, deposit and withdrawal confirmations, and support correspondence. Name files with the date and a short description, such as “bonus terms” or “withdrawal pending”. Store copies somewhere secure and avoid editing the originals; if you need to redact a copy, keep the unaltered version privately. Retain relevant bank statements or provider records, but share only the portions needed to identify the transaction.
If the issue remains unresolved, send support a concise timeline: when you saw and accepted the offer, what you deposited, what activity followed, and when the problem appeared. Attach the matching records and request a written explanation of the decision, including the term or transaction used to reach it. Keep the response and any later updates together. For a New Zealand account, ensure the dates and amounts are recorded in a way you can reconcile with your own payment records.
One preventable failure: opting in before saving the terms
The easiest evidence gap to avoid is accepting a bonus first and trying to find its conditions later. A promotion page may change, while the account history may show only that an offer was activated. Before opting in, save the complete terms and confirm the game, stake, expiry and withdrawal rules that matter to you. If you have already started, stop and save what is currently visible, then ask support to confirm in writing which terms apply to your account. That simple record can turn a vague complaint into a specific, verifiable question.