Responsible Gambling Policy

At serelihotel Insight, we are deeply committed to providing a safe, enjoyable, and responsible gaming environment for all our guests. We believe that gambling should always be a form of entertainment, never a source of harm. This policy has been prepared and is maintained by , located at .

We understand that for some individuals, gambling can become a serious problem. We are here to support you, provide guidance, and ensure that every guest who walks through our doors feels respected, informed, and protected.

Our Commitment to Responsible Gambling

serelihotel Insight is dedicated to fostering a culture of responsible gambling throughout every aspect of our casino operations. Our commitment includes:

  • Training all staff to recognise the signs of problem gambling and to respond with sensitivity and professionalism.
  • Providing clear and accessible information about responsible gambling practices to all guests.
  • Offering practical tools and resources to help guests manage their gambling activity.
  • Cooperating fully with national and local regulatory authorities to uphold the highest standards of player protection.
  • Ensuring that gambling advertising and promotions are conducted responsibly and never target vulnerable individuals.
  • Continuously reviewing and improving our responsible gambling measures in line with best practices.

We want every visit to serelihotel Insight to be a positive experience. If at any point you feel that gambling is no longer fun, please reach out to us or to one of the support services listed in this policy. You are not alone, and help is always available.

18+ Age Policy

Access to our casino facilities is strictly reserved for individuals who are 18 years of age or older. We take our responsibility to prevent underage gambling very seriously, and we enforce this policy rigorously across all areas of our gaming floor.

How We Enforce the Age Limit

  • All guests who appear to be under the age of 25 may be asked to produce valid photographic identification before being permitted entry to the casino.
  • Accepted forms of identification include a valid passport, New Zealand driver's licence, or another government-issued photo ID.
  • Our staff are trained to challenge age where necessary and will do so in a respectful and discreet manner.
  • Any individual who is unable to provide satisfactory proof of age will be politely refused entry.

If you suspect that a minor is attempting to access our casino facilities, please speak to a member of our team immediately. We appreciate your help in keeping our environment safe for everyone.

Parents and guardians are reminded that children and young people under the age of 18 are not permitted on the gaming floor under any circumstances, regardless of supervision.

Recognising the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or experience. It often develops gradually, and many people are unaware that their gambling behaviour has become harmful. Being able to recognise the warning signs — in yourself or in someone you care about — is an important first step toward getting help.

Common Signs of Problem Gambling

You may be experiencing a gambling problem if you notice any of the following:

  • Spending more money on gambling than you can afford to lose.
  • Borrowing money or selling possessions to fund gambling activity.
  • Feeling a constant preoccupation with gambling — thinking about it when you are not playing.
  • Chasing losses — continuing to gamble in an attempt to win back money that has already been lost.
  • Lying to family members, friends, or colleagues about the extent of your gambling.
  • Neglecting work, family, or personal responsibilities because of gambling.
  • Feeling anxious, irritable, or restless when you are not gambling or when you try to cut down.
  • Using gambling as a way to escape stress, anxiety, depression, or other difficult emotions.
  • Continuing to gamble even when you know it is causing harm to yourself or others.
  • Failed attempts to control, reduce, or stop gambling.

Signs to Look For in Others

If you are concerned about someone else, you might notice:

  • Unexplained financial difficulties or requests for money.
  • Withdrawal from social activities and loved ones.
  • Mood swings, secrecy, or defensiveness when gambling is mentioned.
  • Spending long periods of time away from home without explanation.
  • A decline in work performance or personal wellbeing.

If any of these signs resonate with you or remind you of someone you know, please do not hesitate to seek help. Early intervention can make a real difference, and support is closer than you may think.

Tips for Gambling Responsibly

Responsible gambling is about staying in control and keeping the experience enjoyable. Here are some practical tips to help you gamble safely:

  • Set a budget before you play and stick to it — only ever gamble with money you can afford to lose.
  • Set a time limit for your gambling sessions and respect it.
  • Never chase your losses. Accept that losing is part of gambling and walk away when you have reached your limit.
  • Take regular breaks to keep a clear head and maintain perspective.
  • Do not gamble when you are feeling stressed, upset, or under the influence of alcohol or medication.
  • Balance gambling with other leisure activities and ensure it does not dominate your social life.
  • Keep gambling in perspective — it is a form of entertainment, not a way to make money.

Self-Exclusion and Player Protection Tools

We offer a range of self-exclusion and player protection tools to help our guests maintain control over their gambling activity. These tools are entirely confidential and can be set up with the assistance of our trained staff at any time.

Self-Exclusion Programme

Our self-exclusion programme allows you to voluntarily restrict your access to our casino facilities for a set period of time. This is a powerful and effective tool for anyone who feels that they need a break from gambling or who is concerned about their gambling behaviour.

  • Self-exclusion periods can be arranged for a minimum of 6 months, with options for longer periods including permanent exclusion.
  • During the exclusion period, you will be refused entry to the casino, and we will remove you from all marketing communications.
  • Our staff will treat your request with complete discretion, empathy, and respect.
  • To begin the self-exclusion process, please speak privately with a member of our Responsible Gambling team at the casino reception or contact us using the details provided on this website.

Additional Support Measures

In addition to self-exclusion, we can assist guests with the following:

  • Cooling-off periods: A short-term break from our casino if you feel you need time to reflect.
  • Spending limits: Assistance in setting personal daily, weekly, or monthly spending limits while on our premises.
  • Referrals to support services: Our staff can provide confidential referrals to professional counselling and support organisations.

We also participate in New Zealand's national self-exclusion initiatives and work closely with the relevant regulatory bodies to ensure that exclusion orders are respected and enforced.

Taking the step to use these tools is a sign of strength, not weakness. Our team is here to support you every step of the way, without judgement.

Help and Support — Contact a Helpline

If you or someone you care about is struggling with gambling, please know that confidential, professional support is available right now. You do not need to face this alone. Below are some organisations that can help:

New Zealand

  • Problem Gambling Foundation of New Zealand
    Free helpline: 0800 664 262
    Available 24 hours a day, 7 days a week.
    Website: www.pgf.nz
  • Gambling Helpline New Zealand
    Free helpline: 0800 654 655
    Available 24 hours a day, 7 days a week.
    Text support also available: Text 8006
  • Lifeline New Zealand
    Free helpline: 0800 543 354
    Available 24 hours a day, 7 days a week for emotional support and crisis assistance.

International Support

  • GamCare (United Kingdom)
    Free helpline: 0808 8020 133
    Available 24 hours a day, 7 days a week.
    Live chat and online support also available.
    Website: www.gamcare.org.uk
  • BeGambleAware (United Kingdom)
    Free helpline: 0808 8020 133
    Available 24 hours a day, 7 days a week.
    Website: www.begambleaware.org
  • National Council on Problem Gambling — NCPG (United States)
    National helpline: 1-800-522-4700
    Available 24 hours a day, 7 days a week.
    Crisis text line: Text HOME to 741741
    Website: www.ncpgambling.org
  • Gamblers Anonymous (International)
    A worldwide fellowship offering peer support for people who have a gambling problem.
    Website: www.gamblersanonymous.org
  • Gordon Moody Association (United Kingdom)
    Residential treatment and therapeutic support for those severely affected by gambling addiction.
    Helpline: 01384 241 292
    Website: www.gordonmoody.org.uk

All of the helplines listed above are free, confidential, and staffed by trained professionals who understand what you are going through. Reaching out is the bravest thing you can do.

Contact Us

If you have any questions about our Responsible Gambling policy, wish to access any of our player protection tools, or simply need someone to talk to about your gambling, our dedicated team is here to help.

You can speak to any member of our floor staff in confidence, or contact us directly through the details provided on this website. We are committed to responding to all responsible gambling enquiries with care, professionalism, and urgency.

This policy is operated by , registered at .

Last reviewed and updated: 2025. We are committed to regularly reviewing this policy to ensure it reflects the most current standards and best practices in responsible gambling.