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Logging in, resetting your password, and getting unlocked - New Zealand

The login itself takes ten seconds. This page is for the other times - forgotten password, or an account that's suddenly locked.

Updated 2026 • smokos-official.com

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Logging in is quick: username or email address, with optional 2FA if you've switched it on. The bit worth actually reading is what happens when that doesn't go to plan.

Forgot your password

Head to the login screen

Click through to password reset rather than guessing.

Give it your registered email

Enter your registered email address - the casino sends an email with reset instructions.

Follow the link

It lands in your inbox - open it and set a new password from there.

Rule of thumb: Smokos support will never ask you for your full password or a card PIN - not over 24/7 live chat, not over email. A reset always goes through your registered email, never a request from support.

What actually gets an account locked

Not a maybe-list - these are the real reasons an account gets frozen:

  • Not responding to a KYC-related contact attempt within 2 weeks of a withdrawal request
  • Suspected fraud, collusion, or chargebacks
  • Multiple accounts, including one per household (multi-accounting is treated as fraud)
  • Using a VPN to mask location or identity
  • Being enrolled in an external self-exclusion program
  • Providing false or incomplete registration data
Generally requires completing/cooperating with the KYC process - the casino has final discretion on reinstatement.

That's different from self-exclusion, which is something you choose rather than something that happens to you - full details on that are on the safety and fair play page. If a lockout (or your own play) has you rattled, Gambling Helpline NZ - 0800 654 655 / gamblinghelp.nz is there for New Zealanders, independent of Smokos.

Questions people actually ask

What do I log in with?
Your username or email address. 2FA is optional - you can switch it on yourself in your profile if you want the extra layer.
I forgot my password. Now what?
Enter your registered email address - the casino sends an email with reset instructions. No support ticket needed.
Why is my account suddenly locked?
It's one of a specific set of reasons - not responding to a KYC request within 2 weeks of a withdrawal, suspected fraud, multiple accounts, VPN use, being enrolled in an external self-exclusion scheme, or false registration details. It isn't random.
How do I get a locked account back?
Generally requires completing/cooperating with the KYC process - the casino has final discretion on reinstatement.
Is a lockout the same as self-exclusion?
No. Self-exclusion is something you request yourself, with a fixed length you choose. A lock is something the casino applies for one of the reasons above, and getting it lifted is at their discretion.