SkyCity Casino — Attraction in Waitematā

To whom it may concern

Tonight my partner and I were denied entry to the casino, we feel, unjustly. We had spent the evening with a number of family members who had all gone in to the casino before us but when we turned up the bouncer denied entry. We were delayed due to us looking after a friend who we sent home in an uber.

When we asked why we had been denied entry, we were told it was because we showed signs of intoxication.

There was no attempt to clarify what this meant and as my partner and I had been showing clear signs of gay affection we felt this may have been the actual cause of this. Therefore we made comments that we hoped this wasn't the cause and asked for the manager.

When the manager came, I realised I knew her as a close relative of a good friend but didn't want to lean on this to gain entry. Instead we attempted to ask her why we were denied entry and she hinted that we had sworn at the bouncer and were clearly intoxicated. She indicated she would review the footage and left for a time. On return it was clear she had not reviewed anything and continued to state we could not come in. When I questioned if she had actually seen anything she stated it would take an official request to review any footage which would take some time. Therefore no review had taken place.

By this stage my family decided to leave, disgusted with the treatment they were seeing we had received, and struggling to understand the reasoning.

Rather than making a further scene we also made moves to leave but after watching an obviously drunk individual make entry to the casino (he was so drunk he offered to buy us clothes from the uber driver) we returned to the casino to ask for a written statement as to our denied entry. This was due to our belief that our being gay may have been a factor, as this has been the case in the past with other bars and bouncers (happy to provide examples if requested)

The manager was called again and despite admitting the bouncer may have been wrong she continued to deny us entry and refused to provide us with a written statement as to why. She also wouldn't provide verbal reasoning other than she could smell alcohol on our breath and that we had discussed the fact that we had had some drinks earlier in the night.

I expressed I was extremely disappointed and hurt. She admitted that she knew I wouldn't make a fuss or cause issues in the casino, but felt admitting us entry would some how compromise her teams decision making. She admitted the bouncer may have made a mistake and she would talk to him but was resolute that we couldn't enter.

I don't know for certain if our being obviously gay was why we couldn't come in this evening. But the fact that the bouncer or the manager wouldn't provide reasoning left much room for doubt. No one was willing to state the process or logic behind the decision-making, and their seemed to be more concern with the appearance of wrong doing then actually dealing with the reality.

While having a lengthy discussion with the manager we watched several people who had clearly had drinks before entering the casino (it was 4.30am by this stage). Despite this, the manager felt that our admission that we had had a couple drinks before hand and the fact she could smell alcohol on my breath was enough to deny entry. I asked if this same standard was applied to all who came in and she refused to confirm or deny.

As a member of the rainbow community I was disgusted with my treatment tonight. I know when I'm being treated with prejudice, and tonight I decided to challenge it and was sorely disappointed with the result.

I ask that all footage is reviewed of the evening of all those allowed entry around the time of this incident and clear logic applied as to why we were denied entry compared to others.

I also ask that this footage is made available to ourselves that we can share with our own representatives for review. We would also look for independent review to ensure no bias is applied.

I'm sorely disappointed with Sky City's conduct this evening and ask...

Our experience at SkyCity Casino last 2-4 May 2025 was nothing short of appalling. My elderly parents, both Philippine passport holders, visited the casino during their trip to New Zealand to celebrate the birth and baptism of our child. They were there simply to enjoy their time as a family. However, after exchanging just NZD $200 at the cashier, they were abruptly approached by security and asked to leave.

No explanation was given at the time. The staff simply said they were following the casino’s “stupid rules.” Even the security personnel themselves admitted to us that these rules were ridiculous and unfair. Now, we’re being told it’s because my parents provided their residential address in the Philippines. Apparently, SkyCity’s interpretation of New Zealand’s AML legislation discriminates against anyone from so-called “high-risk jurisdictions,” like the Philippines, regardless of the amount of money involved or the person’s intentions.

What’s most disturbing is that the casino staff didn’t provide any clear reason at the time of the incident. My parents were left feeling embarrassed, confused, and humiliated—all for exchanging a small amount of money. Now the casino has the audacity to demand “proof of wealth” for a $200 exchange. My parents are elderly and own a simple clothing business in the Philippines. This is clear discrimination and an abuse of AML legislation.

If SkyCity truly cared about fairness and respect for its guests, it would handle situations like this with dignity and transparency. Instead, they ruined what should have been a joyful family celebration. I urge others, especially those from overseas, to think twice...

Terrible terrible service from premier rewards team staff Joy Calumpang.

Had my membership upgraded to the blue card, which comes with birthday reward points, as I have received in the previous few years. However I did not get my birthday points despite being at the correct membership level at time of my birthday.

Now Joy tells me there is an internal policy, which by the way is not disclosed anywhere publicly and made aware to customers, that you must be at the level quite a few weeks before your birthday! In addition she mentions no offers available as I have not been an active gambler - is this saying gambling customers get higher priority than other customers? Where is this disclosed publicly? SkyCity adverts clearly stated all blue card members get a birthday offer, and there is no footnote or further terms and conditions.

I asked for a second opinion through the inbox but message was intercepted by her with the same stance.

This is plenty misleading by SkyCity - definitely one of my worst experiences in the past 5 years being a SkyCity customer. Previously I’ve had good service but seems customers can get treated differently at any time with no notice. I will no longer spend at any SkyCity dining establishment...