Responsible Gambling Policy

At Neoaneresort House, we believe that gambling should always be an enjoyable and entertaining experience. We are deeply committed to promoting responsible gambling and ensuring the well-being of every guest who visits our casino. This policy has been developed to provide guidance, support, and resources to help you stay in control of your gambling activity.

This policy is issued by , located at .

Our Commitment to Responsible Gambling

We take our responsibility to our guests and the wider community very seriously. Neoaneresort House is committed to creating a safe, fair, and transparent gambling environment. Our commitment includes:

  • Training all casino staff to recognise and respond compassionately to signs of problem gambling.
  • Providing clear and accessible information about responsible gambling practices.
  • Offering practical self-help tools and self-exclusion options to guests who need them.
  • Working in partnership with national and international organisations that specialise in gambling harm prevention.
  • Ensuring that gambling is never marketed or promoted to vulnerable individuals.
  • Regularly reviewing our responsible gambling measures to ensure they remain effective and up to date.

We understand that gambling can become harmful for some people, and we want you to know that you are never alone. Help is always available, and we encourage anyone who is concerned about their gambling — or the gambling of someone they care about — to reach out.

18+ Age Policy — No Underage Gambling

Gambling at Neoaneresort House is strictly restricted to individuals who are 18 years of age or older. We have a zero-tolerance policy regarding underage gambling, and we are committed to upholding this standard at all times.

Our measures to prevent underage gambling include:

  • Requiring valid photographic identification from any person who appears to be under the age of 25.
  • Accepted forms of identification include a valid passport, New Zealand driver's licence, or a government-issued photo ID.
  • Refusing entry to any person who is unable to provide satisfactory proof of age.
  • Training all casino staff to consistently apply our age verification procedures without exception.
  • Ensuring that no minor is permitted to participate in any gambling activity on our premises.

If you are aware of a minor attempting to access gambling facilities at Neoaneresort House, please notify a member of our staff immediately. We appreciate your support in helping us maintain a safe environment for all.

Recognising the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or financial situation. It is important to be aware of the warning signs so that you — or someone you love — can seek help as early as possible. Early intervention can make a significant difference.

You may be experiencing problem gambling if you notice any of the following signs in yourself:

  • Spending more money or time gambling than you originally intended.
  • Feeling anxious, irritable, or restless when you are not gambling or when you try to cut down.
  • Chasing losses — continuing to gamble in an attempt to win back money you have lost.
  • Neglecting work, family, or social responsibilities because of gambling.
  • Borrowing money, selling possessions, or taking out loans to fund gambling activity.
  • Lying to family members, friends, or colleagues about how much time or money you spend gambling.
  • Feeling that gambling is the only way to escape stress, anxiety, or personal problems.
  • Repeatedly trying to stop or reduce your gambling but finding it difficult or impossible to do so.
  • Experiencing feelings of guilt, shame, or hopelessness related to your gambling behaviour.

You may also be concerned about someone else's gambling if you notice signs such as unexplained financial difficulties, withdrawal from family and friends, secrecy around money, or dramatic mood changes related to gambling outcomes.

If any of these signs resonate with you, please do not hesitate to speak to a member of our staff or contact one of the support services listed below. Asking for help is a sign of strength, and support is available right now.

Self-Exclusion and Responsible Gambling Tools

We offer a range of practical tools to help you stay in control of your gambling. These tools are available to all guests and can be arranged confidentially and with complete respect for your privacy and dignity.

Self-Exclusion

Self-exclusion is a voluntary agreement that allows you to formally exclude yourself from gambling activities at Neoaneresort House for a chosen period of time. This is one of the most effective tools available to someone who feels their gambling is becoming difficult to manage.

  • Self-exclusion periods are available for a minimum of 3 months, with longer-term options also available.
  • Once in place, our staff will take steps to prevent you from accessing the casino floor and gambling facilities.
  • You will also be removed from any marketing communications related to gambling.
  • To arrange a self-exclusion, please speak privately with any member of our management team or visit the casino's guest services desk.

In New Zealand, you may also register for a self-exclusion through the Department of Internal Affairs (DIA) under the Gambling Act 2003, which can extend your exclusion across multiple licensed venues.

Deposit and Spending Limits

We encourage all guests to set personal spending limits before they begin gambling. Setting a budget in advance is one of the simplest and most effective ways to ensure that gambling remains an enjoyable pastime rather than a financial burden.

Time Limits and Breaks

Taking regular breaks is an important part of responsible gambling. We encourage guests to set time limits on their gambling sessions and to take breaks to rest and reflect. Our staff are available to assist you with this at any time.

Reality Checks

If you would like periodic reminders of how long you have been gambling or how much you have spent, please speak to a member of our team. We are here to support you without judgement.

Cooling-Off Period

If you feel you need a short break from gambling but are not ready to commit to a full self-exclusion, a cooling-off period can be arranged. This temporary pause can give you the time and space you need to reflect and make decisions that are right for you.

Support and Helpline Numbers

If you or someone you care about needs support with problem gambling, please reach out to one of the following trusted organisations. All services listed below are confidential, non-judgemental, and staffed by trained professionals who genuinely want to help.

New Zealand — National Support Services

  • 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.
    Website: www.gamblinghelpline.co.nz
  • Lifeline New Zealand
    Phone: 0800 543 354
    Available 24 hours a day, 7 days a week, for emotional support and crisis assistance.
  • Department of Internal Affairs — Gambling
    Website: www.dia.govt.nz/gambling
    Information on self-exclusion, harm minimisation, and the Gambling Act 2003.

International Support Services

  • GamCare (United Kingdom)
    Free helpline: +44 808 8020 133
    Available 24 hours a day, 7 days a week. Also offers online chat support.
    Website: www.gamcare.org.uk
  • BeGambleAware (United Kingdom)
    Free helpline: +44 808 8020 133
    Provides information, advice, and support for people affected by problem gambling.
    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. Also offers text and online chat support.
    Website: www.ncpgambling.org
  • Gamblers Anonymous (International)
    A worldwide fellowship of people who share their experience, strength, and hope with each other in order to recover from a gambling problem.
    Website: www.gamblersanonymous.org
  • Gordon Moody Association (United Kingdom)
    Phone: +44 1384 241 292
    Provides residential treatment and therapeutic support for people with serious gambling problems.
    Website: www.gordonmoody.org.uk

You do not have to face this alone. Reaching out for help is one of the most courageous things you can do, and support is available to you right now, whatever your situation may be. Our team at Neoaneresort House is always here to listen and to point you in the right direction.

Contact Us

If you would like to speak to a member of our Responsible Gambling team, arrange a self-exclusion, or simply ask for advice, please do not hesitate to contact us. We are here for you.


All conversations with our responsible gambling team are treated with the utmost confidentiality and respect. You will never be judged for seeking help.

This policy was last reviewed and updated in 2025. Neoaneresort House is committed to regularly reviewing this policy to ensure it reflects current best practices and legal requirements under New Zealand gambling legislation.