FAQ & Help Center
Find answers to common questions about Powerball Games, lottery play, account management, payments, and technical support. Can't find what you're looking for? Contact our support team.
Frequently Asked Questions
Browse our most commonly asked questions below, organized by category. Click on any question to reveal the detailed answer.
Account & Registration
Creating an account with Powerball Games is quick and easy:
1. Click the "Create Account" button in the top right corner of any page
2. Enter your personal details (must be 18+ and a NZ resident)
3. Verify your email address by clicking the link we send you
4. Complete identity verification (required for prize claims)
5. Set up your first deposit method and start playing!
The entire process takes about 5 minutes. You'll need a valid email address, NZ driver's license or passport for verification.
To verify your identity and comply with NZ regulations, we require:
Primary ID (choose one):
- NZ Driver's License
- NZ Passport
- International Passport
Proof of Address (if your ID doesn't show current address):
- Utility bill (less than 3 months old)
- Bank statement
- Official government letter
Documents must be clear, readable, and show all four corners. Photos or scans are accepted. Verification typically takes 1-2 business hours.
If you've forgotten your password, follow these steps:
1. Click "Sign In" at the top of any page
2. Click "Forgot Password?" below the login form
3. Enter the email address associated with your account
4. Check your email for a password reset link (check spam folder)
5. Click the link and create a new strong password
The reset link expires after 24 hours for security. If you don't receive the email, contact our support team for assistance.
Playing Games
To purchase a lottery ticket:
1. Log into your Powerball Games account
2. Navigate to the game you want to play (Powerball, Keno, etc.)
3. Select your numbers - choose between Quick Pick (random) or Manual Pick
4. Choose the number of draws you want to enter
5. Select your ticket price and add to cart
6. Review your selections and proceed to checkout
7. Confirm purchase using your available balance
Tickets are instantly added to your account. You'll receive an email confirmation with your ticket details.
Powerball:
- Choose 6 main numbers (1-40) + 1 Powerball number (1-10)
- Draws every Wednesday and Saturday at 7:30 PM NZT
- Jackpot starts at $4 million and grows until won
- Multiple prize divisions based on matching numbers
Keno:
- Choose 2-10 numbers from 1-80
- Draws every 3.5 minutes, 24/7
- Fixed prize amounts based on numbers matched
- Quick results and instant prizes
Powerball offers larger jackpots but less frequent draws. Keno provides more frequent play with smaller, faster prizes.
Payments & Prizes
We offer several secure deposit methods:
Credit/Debit Cards: Visa, Mastercard (processed instantly)
Bank Transfer: Direct from your NZ bank account (1-2 business days)
POLi Payments: Secure online banking (instantly)
Apple Pay/Google Pay: Available on mobile devices
To make a deposit:
1. Log into your account
2. Go to "My Account" → "Deposit"
3. Choose your payment method
4. Enter the amount (minimum $10)
5. Complete the secure transaction
All deposits are processed through secure, encrypted channels. We never store your full card details.
Prize claims are automatic for most wins:
Small Prizes (under $1,000):
• Automatically credited to your account balance within 2 hours of the draw
• Available immediately for withdrawal or further play
Medium Prizes ($1,000 - $20,000):
• Automatically credited within 24 hours
• May require additional verification
Major Prizes (over $20,000):
• Our team will contact you directly within 48 hours
• Requires in-person verification and claim form
• Payout options: Bank transfer, cheque, or structured payments
All prizes are tax-free in New Zealand. You can check your winning tickets in "My Account" → "My Tickets" → "Results".
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Still Need Help?
Our friendly support team is here to assist you. Choose your preferred contact method below.
Email Support
For detailed inquiries and account issues
Response time: 24-48 hours
Phone Support
For urgent issues and immediate assistance
Mon-Fri: 8AM-8PM, Sat-Sun: 9AM-6PM