First identify authorisation
Check whether the cardholder approved the payment, whether the amount matches and whether the merchant descriptor is recognised. An unauthorised transaction should be reported to the bank promptly through a known channel. Do not contact a phone number supplied by an unexpected message.
Decision table
| Situation | First action | Keep |
|---|---|---|
| Transaction not authorised | Contact the bank immediately and secure the card/account. | Statement, timestamp, descriptor, device/account alerts |
| Duplicate or wrong amount | Raise the discrepancy with merchant and bank. | Receipts, account history, duplicate references |
| Withdrawal delay | Use the operator complaint chronology first. | Withdrawal request, KYC record, terms, replies |
| Gambling loss | Do not assume chargeback eligibility; seek harm controls if needed. | Bank-control confirmation and support plan |
Contacting the merchant
For an authorised service dispute, the bank may expect evidence that the merchant was asked to resolve it. Keep the original request, reply, account history and terms. State the specific problem without turning a contractual disagreement into an unsupported fraud allegation.
Time limits and card-scheme rules
Chargeback windows vary by reason and scheme. The Banking Ombudsman explains that a bank does not simply decide to reverse any payment and that supporting material matters. Ask the bank which dispute reason and deadline apply to the transaction rather than relying on a generic online timetable.
Gambling-specific limits
A completed gambling payment followed by a loss is generally different from an unauthorised charge or undelivered service. If the concern is a blocked withdrawal, build a withdrawal chronology. If the concern is harmful spending, use bank controls and gambling support rather than attempting further transactions.
Escalating a bank complaint
If the bank's response does not address the evidence or process, use its internal complaints route first. The Banking Ombudsman can consider eligible complaints after the bank has had an opportunity to respond. Preserve reference numbers, dates and the final response.
Sources used
- Banking Ombudsman Scheme: ChargebacksChecked 12 August 2026
- Consumer Protection: Report a scamChecked 12 August 2026
- Payments NZ: Online banking and payment securityChecked 12 August 2026
Payment questions
Does a casino loss qualify for chargeback?
Not automatically. A dispute needs an applicable card-scheme reason and evidence; a completed authorised wager is not reversed merely because money was lost.
How quickly should I contact the bank?
Promptly. Ask the bank for the deadline and dispute category applicable to the actual transaction.
Should I send identity documents by email?
Use only a verified bank or operator channel and redact material not requested. Do not send documents to an address received in an unexpected message.
Can the Banking Ombudsman guarantee a refund?
No. It provides a complaint route for eligible banking disputes, not a guaranteed recovery service.