1. Our Commitment to Responsible Gambling

At Merquorianroyalretreat we believe that gambling should be an enjoyable, voluntary leisure activity. We are committed to providing an environment in which every guest can make informed choices, maintain control over their play, and access assistance whenever they need it. Our team is trained to uphold these principles every day on the property.

Responsible gambling is not an afterthought — it is a core part of how we operate. The measures described on this page are available to every guest, free of charge and without judgement.

2. Adult-Only Access to the Casino

Entry to the casino facilities at Merquorianroyalretreat is strictly restricted to persons who are 18 years of age or older. This requirement is set in accordance with New Zealand law and is enforced without exception.

2.1 Age Verification

Our security and hospitality staff are authorised and required to request proof of age from any individual who appears to be under the minimum age, or where any doubt exists. Acceptable forms of identification include:

• A current New Zealand or overseas passport;
• A current New Zealand driver licence;
• A current Kiwi Access Card or equivalent government-issued photo identity document.

Any guest who is unable or unwilling to provide satisfactory proof of age will be refused entry to the casino floor. reserves the right to remove any person who has gained entry by misrepresenting their age.

2.2 Protecting Young People

Minors are not permitted on the casino floor at any time. Guests are asked to ensure that any younger members of their party remain in the hotel's designated family-friendly areas. Staff who observe a minor on or near the gaming floor are required to act immediately to address the situation.

3. Keeping Gambling Optional

Gambling at Merquorianroyalretreat is entirely voluntary. No guest is ever required to gamble as a condition of their hotel stay or access to any other facility on the property. Our resort offers a full range of non-gaming experiences, and every guest is free to enjoy their visit without entering the casino.

We do not use marketing or promotional communications that are designed to pressurise guests into gambling, or that are targeted at individuals who have registered a self-exclusion with us.

4. Managing Your Play

Staying in control of your gambling is straightforward when you plan ahead. We encourage every guest who chooses to visit the casino to consider the following practical measures before they begin.

4.1 Set a Budget Before You Play

Decide on a fixed amount of money you are comfortable losing before you enter the casino. Treat that amount as the full cost of your entertainment for the session. Once it is spent, consider the session complete. Do not use funds that are reserved for essential expenses such as rent, bills, groceries or savings.

4.2 Set a Time Limit

Decide in advance how long you intend to play. Use your phone, a watch or another reliable method to monitor elapsed time. Casino environments are designed to be engaging, and time can pass more quickly than expected. Sticking to a pre-set time limit is one of the most effective ways to stay in control.

4.3 Spending Limits Available at the Property

Guests may request a formal spending limit to be recorded against their player account or casino membership card. Our gaming services team at the casino desk can assist you in setting or adjusting a limit. Limits may be set on a per-session, daily, weekly or monthly basis. Requests to decrease a limit take effect immediately; requests to increase a limit are subject to a cooling-off period as required by property policy.

4.4 Practical Guidelines at a Glance

5. Recognising Changes in Gambling Behaviour

Gambling can become less enjoyable and harder to control over time. Being aware of changes in your own behaviour — or in the behaviour of someone close to you — is an important step towards staying in control. The following are common signs that gambling may be having a negative effect:

• Spending more money on gambling than you originally intended or can comfortably afford.
• Spending more time gambling than planned, or finding it difficult to stop once you have started.
• Thinking about gambling frequently when you are not gambling.
• Feeling restless or irritable when you try to reduce or stop gambling.
• Gambling to escape from everyday worries or to improve a low mood.
• Returning to gamble shortly after a loss in order to try to recover that money.
• Concealing the extent of your gambling from people close to you.
• Neglecting work, study, family, or personal responsibilities because of time or money spent on gambling.
• Borrowing money or selling possessions in order to fund gambling.
• Feeling that gambling is out of your control or that you are unable to stop despite wanting to.

If you recognise any of these signs in your own gambling, or in that of a person you care about, we encourage you to use the support options described on this page. Our staff are available to assist you without judgement at any time during your visit.

6. Taking Regular Breaks

Taking breaks during a gambling session is a simple and effective way to maintain perspective and make clear decisions. We actively encourage guests on our casino floor to step away regularly and to make use of the resort's broader facilities during their visit.

Our staff will never encourage a guest to continue playing when that guest has indicated a wish to stop or to take a break. If you feel that you would benefit from additional encouragement to step away, you may ask any member of our gaming floor team and they will be pleased to assist.

Short-term breaks: Guests may request a temporary pause from the gaming floor at any time. Our staff can arrange for a brief, informal break period to be noted, allowing you to return refreshed.

Extended breaks: Guests who wish to take a longer break — ranging from a single day to several weeks — may request this through the casino desk. During an extended break your access to the gaming floor will be suspended for the duration you specify.

7. Property Self-Exclusion

Self-exclusion is a formal arrangement under which a guest voluntarily requests that they be refused entry to the Merquorianroyalretreat casino floor for a defined period. It is one of the most effective tools available to a person who feels that they need a structured break from gambling.

7.1 How to Request Self-Exclusion

A self-exclusion request can be made in person at the casino desk or by contacting us in writing at privacy@merquorianroyalretreat.com. A member of our gaming services team will arrange a confidential meeting to complete the necessary documentation and explain the process fully.

7.2 Duration

Self-exclusion is available for the following minimum periods:

• Three months;
• Six months;
• One year;
• Indefinitely (with a formal review process required before reinstatement).

The minimum exclusion period once registered is three months. Requests to shorten an active exclusion will not be accepted during the agreed period.

7.3 What Self-Exclusion Covers

While a self-exclusion is active, the registered guest will be:

• Refused entry to the Merquorianroyalretreat casino floor;
• Removed from any casino marketing or promotional communications issued by ;
• Prevented from opening a new casino account or player membership at this property.

Please note that self-exclusion at this property applies solely to Merquorianroyalretreat and does not automatically extend to other gaming venues. Guests are encouraged to consider whether they also wish to contact other venues they may visit.

7.4 Confidentiality

All self-exclusion records are handled in accordance with our Privacy Policy and applicable New Zealand privacy legislation. Information relating to your self-exclusion will not be disclosed to third parties except where required by law or where necessary to enforce the exclusion.

7.5 Breach of Self-Exclusion

If a self-excluded guest enters the casino floor, they will be asked to leave immediately. Any winnings accrued during a breach of self-exclusion may be withheld in accordance with New Zealand law and property policy. Re-entry during an active self-exclusion period does not constitute a cancellation of that exclusion.

8. Support from Trusted Contacts

Sometimes the most important support comes from people who know us well. If you are concerned about your own gambling or that of a friend or family member, speaking with someone you trust is a positive and constructive step.

Trusted contacts — such as a partner, a close friend or a family member — may also contact our gaming services team on behalf of a person they are concerned about. While our team is not able to disclose information about another guest, they can provide general guidance, share information about this page and our self-exclusion process, and note any concern raised so that our staff are appropriately aware.

In some circumstances, a third party who is genuinely concerned for the wellbeing of a guest may apply for a third-party exclusion. This process involves a formal interview with our gaming services management team. Please contact us at privacy@merquorianroyalretreat.com to enquire about this option.

9. Local Responsible Gambling Resources in New Zealand

New Zealand has a range of publicly funded and community-based support services available to people who are concerned about their gambling or about the gambling of someone close to them. These services are free, confidential and accessible to anyone in New Zealand.

We encourage any guest who believes they may need additional support to reach out to local community services, social service agencies, or public health resources in their home area. Information about available New Zealand gambling support services can be obtained through:

• Your local government or community services directory: Most local councils and community boards in New Zealand maintain directories of social and community support services, including those relating to gambling harm.
• New Zealand Government online resources: The New Zealand Government's official information services publish guidance on gambling harm and list support pathways available to residents throughout the country.
• Community and social service organisations: A wide range of community organisations throughout New Zealand offer confidential support, budgeting assistance and peer support programmes relevant to gambling harm.

Our front desk team and gaming services staff are available to help you locate relevant local resources during your stay. You are always welcome to approach any member of our team in confidence.

10. Our Trained Staff

All Merquorianroyalretreat gaming floor staff complete responsible gambling awareness training as part of their induction and receive ongoing refresher training. They are equipped to:

• Recognise signs that a guest may be experiencing difficulties with their gambling;
• Approach guests sensitively and without judgement;
• Provide information about self-exclusion, breaks and local support resources;
• Escalate concerns to management where appropriate;
• Enforce the minimum age requirement and property exclusion records.

Staff will never encourage a guest to gamble beyond their stated or evident intention, to increase their bet size, or to continue play when the guest has expressed a wish to stop.

11. Contacting Us About Responsible Gambling

If you have any questions about the measures described on this page, wish to register a self-exclusion, or would like to speak with a member of our responsible gambling team, please contact us using the details below:

You may also speak directly with any member of our gaming floor team or visit the casino desk during your stay. All enquiries of this nature are handled with complete confidentiality.

12. Updates to This Page

reviews this Responsible Gambling page periodically to ensure that the information it contains remains accurate and reflects current property policy and relevant New Zealand requirements. The most current version of this page is always published at merquorianroyalretreat.com. Guests are encouraged to refer to this page on each visit.

If you have feedback or suggestions regarding our responsible gambling measures, we welcome your comments via the contact details set out in Section 11 above.