Self-service reset
Fastest for most people
- Done from the log-in screen
- Only needs access to your email
- Works on any device
How do I reset my Platinum Play Casino password?
Locked out? It happens to everyone. Here is the quickest way back into your Platinum Play account, and what to do if the reset email doesn't turn up.
- Welcome Package Up to NZ$800 over 3 deposits
- 1st deposit 100% up to NZ$400
- 2nd deposit 100% up to NZ$200
- 3rd deposit 100% up to NZ$200
The short answer: On the Platinum Play log-in screen, choose the "forgot password" option, enter the email on your account and follow the link that arrives to set a new password. No email after a few minutes? Check spam, then ask live chat, which is open day and night.
The direct answer
You log in to Platinum Play with a username and a password you chose when you registered. If the password has gone, the fix is a self-service reset from the log-in screen: ask for a reset, open the email the casino sends to the address on your account, and pick a new password. The whole thing normally takes less time than making a cup of tea.
If that route doesn't work - the email never arrives, you've changed email address, or you can't remember your username either - live chat can help. It's open at any hour, and agents will check a few details before they help, which is exactly what you want from a casino holding your money.
SSLencrypted log-in on every device
24/7live chat if you get stuck
1password for desktop, app and browser
NZ$0cost to reset
What to do next
- Check the log-in details first. Caps Lock and autofill cause more "forgotten" passwords than memory does.
- Use the email on your account. The reset only goes to the address you registered with.
- Give it a few minutes. Then look in spam, junk and promotions folders before trying again.
- Still stuck? Open live chat. Have your username or registered email ready.
Resetting your password, step by step
Open the log-in screen
Click "Login" on desktop or tap it in the mobile casino or app. The reset option sits with the log-in fields.
Choose "forgot password"
Enter the details the form asks for - usually your username or the email address you registered with.
Open the reset email
Use the link in the message soon after it arrives; reset links don't last forever.
Set a new password
Make it long and new - not one you use for email or banking.
Log in everywhere
The new password works on desktop, the mobile browser and the app at once, because it's one account.
Three ways to get back in, compared
Live chat
When the email doesn't arrive
- Real person, day and night
- Helps with forgotten usernames
- Security questions before any change
Email support
For changed email addresses
- Good for longer explanations
- You can attach ID if asked
- Slower than chat
Why does support ask questions before touching your password? Because a casino account has real money in it, and the one thing worse than being locked out is someone else getting in. Platinum Play protects every session with its own encryption key that expires when you log out, and the same care applies to account changes. A couple of quick checks is a small price for that.
If you suspect somebody else knows your password - you shared a device, or you spot activity you don't recognise - reset it straight away and tell live chat. They can look at recent activity with you. And if you're changing your password because you want a break from playing rather than because you've forgotten it, ask chat about the responsible gaming tools instead; that's what they are there for.
One last tip: if you rarely play and keep forgetting the password, store it in your phone's password manager rather than a note in your photos or a sticky label on the laptop. The manager fills it in on the log-in screen for you, and nobody browsing your camera roll ever sees it.
Password reset FAQ
How long does a Platinum Play password reset take?
Usually a few minutes. Most of that is waiting for the reset email; once you open the link, choosing a new password takes seconds.
I never got the reset email. What now?
Check your spam or promotions folder, make sure you used the email address on your account, then ask live chat to help. Agents can confirm your details and point you to the next step.
Can I reset my password on my phone?
Yes. The mobile casino and the app use the same account, so a password changed on one device works on all of them straight away.
Will resetting my password affect my balance or bonus?
No. Your balance, any active bonus, your loyalty points and pending withdrawals stay exactly as they were.
I forgot my username, not my password.
Contact live chat. Your username identifies the account, so support will check who you are before telling you what it is.
How do I make my new password secure?
Use something long that you don't use anywhere else, avoid names and birthdays, and don't save it on a shared device.
Back in? Pick up where you left off
Log in with your new password on any device. New to Platinum Play? Your first three deposits are matched up to NZ$800, starting from just NZ$10.
- Online since 2004
- SSL-encrypted banking
- Live chat day and night
- Deposits from NZ$10