Losing access to both your email and phone can make a casino account feel impossible to recover, but there is a sensible route forward. For a kiwi treasure account, the safest approach is to use official support, explain exactly what changed and prepare documents that prove your identity. This guide covers the steps, checks, payment issues and safety points that matter most to New Zealand players.
Start with the Kiwi treasure help centre
Do not create a second account while trying to regain access. The terms allow one account per player, and opening another profile can make verification harder. Start with the Kiwi treasure Help Centre or live chat, both of which the operator says are available 24/7. Explain that you have lost access to both registered contact methods and cannot complete the normal login process.
Give support a clear recovery summary
Keep your first message short but specific. Include your full name, username if you remember it, the old email address, your approximate registration date and the last successful login. State that you want to recover the existing account, not open a replacement. Never send a password, one-time code or full card number in a chat message.
Support may ask for a new email address so the team can continue the case. Use an account that you control and protect it with a strong, unique password. If your old phone number was recycled, say so clearly. That helps the team understand why SMS verification is no longer possible.
Prepare identity documents before contacting Kiwi treasure
Account recovery normally depends on identity and payment checks, not simply an email change. Kiwi treasure’s terms say verification can be required when deposits reach €3,000 in total or equivalent, while first, large or unusual withdrawals can also trigger checks. A lost phone or email may lead to similar precautions.
What information may be requested
Prepare a clear photo of valid photo identification, proof of address dated within the last six months and evidence that you own the payment method used. The operator may also request source-of-funds information. Send documents only through the secure channel support provides, and check that the name and address match your account details.
| Recovery detail | Relevant requirement |
|---|---|
| Photo identification | May be requested to confirm identity |
| Proof of address | Document dated within 6 months |
| Deposit verification | May apply at €3,000 cumulative deposits |
| Account ownership | Payment-method ownership evidence may be required |
| Responsible gambling age | Players must be 18 or older |
Recover access without creating new security risks
Once support confirms the recovery route, follow each instruction carefully. Ask the team to replace the old email and phone details only after ownership checks are complete. Kiwi treasure says it supports two-factor authentication and device verification, so you may need to register a trusted device again after the change.
Use a safe replacement email and phone
Choose a private email address that you do not share with other people. Change its password before using it for recovery, then enable two-factor authentication where available. If you receive a recovery link, check the domain before entering details. Do not use links sent by strangers on social media or unofficial forums.
For a replacement phone number, ask support whether SMS verification must be reset manually. Keep records of your case number and messages. A written trail is useful if access remains blocked or the account later requires an additional review.
Check withdrawals, bonuses and account status
Regaining a login does not automatically release a pending withdrawal or restore every promotion. Withdrawal requests can have a rolling 24-hour pending period, and requests are not processed over some weekends. Kiwi treasure states that the maximum withdrawal is £10,000 or currency equivalent per 24 hours, subject to its terms.
Ask support to confirm the account balance
Request a written summary of your cash balance, pending withdrawals, bonus balance and any documents still outstanding. Do not request a withdrawal until the new contact details are confirmed. A direct bank withdrawal below NZ$500 may carry a NZ$5 fee under the withdrawal policy, so ask which fees and payment route apply before approving the transaction.
| Item to confirm | Known account rule |
|---|---|
| Withdrawal pending period | Rolling 24 hours |
| Bank withdrawal fee | NZ$5 may apply below NZ$500 |
| Large-deposit verification | €3,000 cumulative deposits |
| Inactive account period | More than 6 months without login |
| Inactive administration fee | 10 euros per month from the balance |
Understand bonus rules before asking for reinstatement
Access problems can affect time-limited promotions. The welcome package gives seven days from account opening to claim, and a match bonus left unused for two months can be forfeited. The official offer includes 50 spins on the first deposit, 80 on the second and four 100% matches of up to $250.
Do not assume that recovery restores expired rewards. A Kiwi treasure new player bonus may also include wagering conditions: match bonuses carry 35x wagering, while free-spin winnings carry 200x. The maximum bet during wagering is quoted as €8 per round and 50 cents per line. Ask support for the exact status of any offer instead of relying on old promotional pages or affiliate claims about a kiwi treasure cashback bonus or kiwi treasure exclusive bonus.
Escalate unresolved recovery problems
If support cannot resolve the matter, keep your messages factual and request the formal complaints process. The terms say complaints should be made by email within six months of the issue, with eCOGRA named as the alternative dispute resolution body. Save copies of identity submissions, dates, withdrawal references and every reply.
- Record the date and time of each contact.
- Keep payment references and screenshots of account messages.
- Ask for a clear list of missing documents.
- Request written reasons for a refusal or account restriction.
- Never pay a third party to “unlock” the account.
New Zealand’s online casino rules changed in 2026, and the operator’s current availability for New Zealand players is not confirmed. The site holds an Alderney licence, not a New Zealand licence. Check the current position before depositing again, rather than assuming that successful account recovery means the service is currently available.
Practical takeaway for account recovery
Use the existing account, contact official support and prepare proof of identity, address and payment ownership. Keep your new contact details secure, confirm the balance and promotion status in writing, and avoid sending sensitive information through unofficial channels. If gambling is causing harm, contact the Gambling Helpline on 0800 654 655 or seek support for gambling addiction. Kiwi treasure and all online gambling services are for people aged 18 and over only.
Frequently Asked Questions
These answers cover common recovery situations, including cases where normal verification is no longer possible.
Can Kiwi treasure change my email without access to the old one?
It may be possible after ownership checks, but support must approve the change. Provide your account details and identity documents through the secure channel they specify. Do not open another account while waiting, because the terms allow one account per player.
What if I also lost the phone used for two-factor authentication?
Tell support that the phone and number are unavailable. They may remove the old verification method after checking your identity, then help you register a new device or number. Never share a one-time code with anyone claiming to be an agent.
Can I recover a Kiwi treasure account after six months?
You can ask support to review it, but an account with no login for more than six consecutive months is classed as inactive. The terms allow an administration fee of 10 euros per month from the balance, so ask for the current account status before requesting funds.
What happens to a pending withdrawal during recovery?
Ask support to confirm whether it remains pending, was cancelled or needs fresh verification. Withdrawals may have a rolling 24-hour pending period, and weekend processing can delay payment. Confirm the destination method and any applicable fee before submitting another request.