Responsible Gaming Policy

1. Regulatory Framework and Compliance

Operations are conducted in accordance with the Gambling Act 2003 and relevant regulations for casino and betting services in New Zealand. All procedures comply with guidelines from the Department of Internal Affairs Gambling Compliance Group, including minimum operational standards and harm minimisation measures.

Procedures are reviewed regularly to reflect regulatory updates, advancements in technology, and evidence-based recommendations from competent authorities.

2. Harm Prevention Measures

2.1 Player Education

Information on gambling risks, warning signs of problem gambling, and external support resources is accessible within user accounts and during registration. Users are alerted that gambling carries financial risk, outcomes are determined by chance, and no promise of winnings or recovery of losses is made.

2.2 Behavioral Monitoring

Systems monitor user activity for patterns consistent with problem gambling, including frequent sessions, deposit behaviors, extended play, and loss chasing. If concerning patterns emerge, users may be contacted with information on support services or face temporary account restrictions pending further assessment.

3. Self-Exclusion and Account Controls

3.1 Self-Exclusion

Self-exclusion is available by user request for defined periods or indefinitely. Requests are processed within 24 hours. During exclusion:

• Account access is suspended
• Marketing communications cease
• Deposits and withdrawals are blocked
• Account reactivation is not possible until the exclusion period ends

Self-exclusion requests may be submitted via support email or account settings. Immediate exclusion is available through the Problem Gambling Foundation helpline at 0800 654 655.

3.2 Deposit Limits

Users can set daily, weekly, or monthly deposit limits. Reductions are applied immediately. Increases require a 72-hour cooling-off period before activation.

3.3 Session Time Limits

Users may establish session duration alerts and automatic logout settings within account controls.

3.4 Reality Checks

Periodic notifications indicate elapsed session time and current net position. Notification frequency and format comply with relevant regulatory standards.

4. Age Verification and Access Restrictions

Services are restricted to individuals aged 18 or older. Age verification is mandatory at registration using government-issued identification and third-party verification services. Accounts found operated by underage persons are immediately suspended, funds returned, and reported to authorities as required.

5. Support Services and External Resources

No clinical treatment for problem gambling is offered. Users seeking assistance are referred to accredited support services:

Problem Gambling Foundation of New Zealand
Phone: 0800 654 655
Website: pgfnz.org.nz
Services: Free confidential counselling, nationwide and culturally inclusive support

Ministry of Health Gambling Harm Services
Phone: (04) 496 2000
Website: health.govt.nz

Updated links are provided within account interfaces and the contact page.

6. Staff Training and Venue Obligations

Where applicable to physical venues, staff are trained in:

• Identifying indicators of problem gambling
• Applying intervention and referral processes
• Fulfilling regulatory compliance

Protocols are in place for approaching users exhibiting signs of harm and for administering temporary or permanent exclusions from premises.

7. Marketing and Communications Standards

No marketing communications are sent to self-excluded users or those who have opted out. Marketing materials do not:

• Target minors or vulnerable populations
• Misrepresent odds or probability of winning
• Suggest gambling as a financial solution
• Portray excessive or irresponsible gambling activity

8. Data Handling and Privacy

Personal data for responsible gaming purposes, including monitoring and self-exclusion, is processed in accordance with the Privacy Policy and applicable data protection laws. Data is retained only as long as required to meet harm prevention and compliance obligations.

9. Complaints and Disputes

Responsible gaming complaints may be submitted through standard contact channels. Complaints are reviewed by compliance staff and a response is provided within 10 business days. Unresolved matters may be escalated to the Department of Internal Affairs or other relevant authorities.

10. Policy Review and Updates

The policy is reviewed annually or upon regulatory or technological change, or when deficiencies in harm prevention are identified. Material updates are communicated to users via account notifications and website announcements.

Last reviewed: 2025

11. Contact Information

For responsible gaming inquiries, self-exclusion requests, or support referrals, contact compliance personnel through channels listed on the Contact page.

For immediate help with problem gambling, contact the Problem Gambling Foundation at 0800 654 655 (24/7 service).