18 October 2026
New Zealand regulators face a mounting challenge over online gambling - and a growing backlog of customer withdrawal complaints.
The Department of Internal Affairs, which oversees gambling regulations, received over 6,000 complaints about withdrawal delays from gambling operators in the past year - averaging 500 per month. Most involved prolonged processing times or repeated demands for additional documentation before funds could be released.
Yet a review of online gambling legislation initiated by DIA in 2019 and promised for urgent completion has yet to materialize. That review proposed four options, ranging from maintaining the current limited license framework to permitting foreign gambling platforms to operate within New Zealand.
The 2019 report noted that the existing Gambling Act 2003, drafted before smartphones and high-speed internet, failed to anticipate the expansion of online gambling or offshore sites' capacity to easily serve local customers.
Meanwhile, the UK Gambling Commission has strengthened its withdrawal regulations following consumer concerns and revised its operational procedures. The British regulator has launched a comprehensive evaluation of withdrawal policies across all licensed casinos after recording numerous complaints.
The DIA has not disclosed its planned course of action. While the withdrawal review remains pending, the regulator continues processing an Online Casino Licensing Bill that would approve up to 15 offshore gambling operators for New Zealand markets.
Under the proposed legislation, government supervision would be mandatory, with a formal complaints resolution system required to address issues within 40 days - approximately double the timeframe permitted by the UK Gambling Commission. Licensed operators would also need to implement robust age verification for the minimum gambling age (18 in New Zealand) and demonstrate responsible gambling measures.