1. Our Commitment to Responsible Gambling

operates the casino facilities at Selvaren Grand Lodge in accordance with New Zealand law and with genuine regard for the wellbeing of our guests, their families and our wider community in Queenstown. Responsible gambling is embedded in our staff training, our operational procedures and the culture of our property.

We recognise that the vast majority of people who gamble do so recreationally and within their means. We also recognise that gambling can present real risks for some individuals. Our commitment is to ensure that every guest has access to clear information, practical tools and meaningful support so that they can make informed choices at every stage of their visit.

2. Adult-Only Access

Entry to the casino area at Selvaren Grand Lodge is strictly restricted to persons who are aged 18 years or older. This requirement is non-negotiable and applies to all guests regardless of nationality, membership status or the purpose of their visit.

2.1 Age Verification

Our staff are trained and required to request satisfactory proof of age from any person who appears to be under the age of 25. Acceptable evidence of age includes:

• A current New Zealand driver licence or overseas equivalent
• A valid passport issued by any country
• A New Zealand Kiwi Access Card or other government-issued photo-identity document

Any person who is unable or unwilling to produce satisfactory proof of age will be refused entry to the casino area. Our staff will not admit any person they believe to be under 18, even if documentation is presented, if there is reasonable doubt as to its authenticity.

2.2 Minors on the Premises

Persons under the age of 18 are not permitted in the casino gaming area at any time. Parents and guardians are responsible for ensuring that minors in their party do not enter or remain within the restricted gaming zone. Our team will politely but firmly direct any minor and their accompanying adult away from the gaming area.

3. Gambling Is Optional

Selvaren Grand Lodge is first and foremost a luxury lodge destination. Our casino facilities are one leisure option among many, and no guest is ever expected, pressured or incentivised to gamble as a condition of their stay or visit. You are entirely free to enjoy all other areas and amenities of the property without setting foot in the casino.

When you do choose to visit our gaming floor, we encourage you to approach it as a form of paid entertainment. Think of the money you bring to the table as the cost of that entertainment, not as an investment or a source of income. Gambling outcomes are governed by chance, and the house edge means that, over time, losses are a natural and expected part of play.

4. Setting Limits Before You Play

One of the most effective ways to keep gambling enjoyable is to decide on your limits before you begin. We encourage every guest to consider the following personal guardrails.

4.1 Spending Limits

Once your budget for a session, day or stay is exhausted, stop. Chasing losses — returning to play in an attempt to recover money already lost — is one of the clearest early signs that gambling is moving beyond recreation.

4.2 Time Limits

Time can pass quickly when you are engaged at the tables or machines. Before you begin playing, decide how long you will spend in the casino and use your watch, mobile phone timer or any other reminder to hold yourself to that commitment. Some practical suggestions:

• Set an alarm on your phone to signal the end of your allotted session
• Agree a pick-up time with a companion who is not gambling alongside you
• Make a reservation at another venue, activity or dining option that creates a natural end-point to your gaming session
• Check the time periodically; our gaming floor does not display clocks by design, so make the habit of checking yours

We encourage guests to take regular breaks — stepping away from the gaming floor for even ten to fifteen minutes can help you reassess how you feel, review your budget and decide calmly whether you wish to continue.

4.3 Requesting Limit Assistance from Our Team

If you would like help enforcing a personal spending or time limit during your visit, please speak confidentially with a member of our guest services team or casino management. While we cannot control the decisions of individual guests, our staff can offer support, reminders and access to the self-exclusion options described in Section 6 below.

5. Recognising Warning Signs

It is important to be honest with yourself about how gambling is affecting your life. The following are behavioural patterns that may indicate gambling is becoming a concern. They are not a checklist or a diagnostic tool; they are prompts for honest self-reflection.

• Spending more money on gambling than you originally planned, or more than you can comfortably afford to lose
• Continuing to gamble in order to try to recover previous losses
• Spending more time gambling than intended, or finding it difficult to stop when you have decided to
• Neglecting work, family, social or other personal commitments because of time or money spent on gambling
• Feeling anxious, irritable or restless when not gambling, or when considering stopping
• Borrowing money, selling personal belongings or using funds set aside for essential expenses in order to gamble
• Concealing from friends or family how much time or money you are spending on gambling
• Gambling to escape stress, worry, loneliness or difficult feelings rather than purely for entertainment
• Making repeated unsuccessful attempts to cut back or stop gambling

If any of the above resonates with your current experience, we encourage you to pause, step away from the gaming floor and consider speaking with a trusted person or accessing one of the support resources described in Section 8.

6. Taking a Break

A break from gambling — whether for an hour, a day or an extended period — can be a valuable way to regain perspective and ensure that gambling remains a positive experience in your life. Taking a break is a sign of sound judgement, not weakness.

6.1 Short Breaks During Your Visit

Our staff will never discourage you from leaving the gaming floor at any time. You are welcome to take a walk along the Queenstown waterfront, relax in the Lodge's common areas or simply sit quietly away from the casino. A short break of fifteen to thirty minutes is often enough to reset your perspective and allow you to make a calm, considered decision about whether to continue.

6.2 Ending Your Session Early

If at any point you feel uncomfortable, upset, fatigued or financially stretched, please end your session. There is no obligation to use any remaining budget or to play for a specified period. Our team can assist you in redeeming any remaining chips or credits promptly and without question.

7. Self-Exclusion at Selvaren Grand Lodge

Self-exclusion is a formal process by which a guest requests that they be refused entry to, and prevented from gambling in, our casino for a defined period. It is one of the most powerful tools available to anyone who is concerned about their gambling and wishes to put distance between themselves and gaming activities.

7.1 How to Apply

To apply for self-exclusion at Selvaren Grand Lodge, please speak in confidence with a member of our casino management team or contact us directly using the details at the foot of this page. The process involves:

1. A private meeting with a trained member of our management team at a time and location that is convenient and comfortable for you
2. Completion of a self-exclusion agreement specifying the period of exclusion you are requesting
3. Provision of a recent photograph to assist our staff in identifying and respectfully turning away excluded guests at the entrance to the gaming area
4. Confirmation to you in writing of your exclusion, its duration and the process for review at the end of the agreed period

7.2 Duration and Minimum Period

Self-exclusion agreements at Selvaren Grand Lodge are available for periods ranging from six months to an indefinite or permanent basis. We do not offer self-exclusion periods shorter than six months, as research and experience consistently show that shorter periods are less effective at supporting genuine recovery from problem gambling patterns.

7.3 What Happens During the Exclusion Period

Once an exclusion is in place, our team will:

• Decline your entry to the casino gaming area for the duration of the exclusion period
• Treat all interactions with you regarding the exclusion with complete confidentiality and respect
• Not invite or market gaming activities to you during the exclusion period
• Refer you to available support resources if you are in distress when you present at the casino entrance

We acknowledge that our exclusion arrangement is property-specific. If you are concerned about gambling across multiple venues, we encourage you to seek guidance from your local regulatory authority or a community support service (see Section 8) about options that may offer broader coverage.

7.4 Reviewing or Lifting an Exclusion

At the end of an agreed exclusion period, you may request a review with our casino management team. Reinstatement of access is not automatic and will involve a thoughtful conversation about your readiness to return to gambling on a recreational basis. We reserve the right to extend an exclusion if we have reasonable grounds to believe that returning to gaming activities is not in a guest's best interests.

8. Support from Trusted Contacts

Talking openly with someone you trust — a family member, a close friend or a respected colleague — can be one of the most effective steps you can take if you are concerned about your gambling or that of someone close to you. Many people find that sharing their concerns breaks the cycle of secrecy that can allow problem gambling to escalate.

If you are concerned about a friend or family member's gambling:

• Choose a calm, private moment to raise your concerns honestly and without judgement
• Focus on specific behaviours and their impact rather than making broad character judgements
• Listen actively and acknowledge that the person may not yet be ready to accept help
• Encourage them to speak with our casino team about self-exclusion or to access community support services
• Seek support for yourself as well — being close to someone whose gambling is causing harm can be stressful, and you deserve support too

Our staff can speak with concerned family members or friends on a confidential basis and provide guidance on the self-exclusion process and available community resources.

9. Local Responsible Gambling Resources

New Zealand has a network of public and community services available to anyone affected by gambling-related harm. These services are independent of Selvaren Grand Lodge and offer free, confidential support to individuals, families and communities across the country.

We encourage any guest who is concerned about their own gambling, or that of someone close to them, to seek out local support services by:

• Contacting your local public health authority, which can direct you to free problem gambling support services available in the Queenstown region and throughout New Zealand
• Speaking with your general practitioner or community health provider, who can refer you to appropriate non-clinical support services
• Reaching out to community organisations in Queenstown that provide social support and financial counselling for individuals and families experiencing gambling-related harm
• Asking a member of our casino management team for information about how to access local gambling support services — we will do our best to direct you to appropriate community resources

New Zealand's regulatory framework for gambling includes public resources designed to reduce gambling harm at a national and community level. The responsible gambling framework administered by the relevant New Zealand government authority includes guidance, research and support pathways that are freely available to members of the public. We encourage guests to make use of these publicly available resources.

10. Our Staff and Their Role

Every member of our casino and guest services team receives training in responsible gambling practices as part of their induction and through ongoing professional development. This training covers:

• Identifying behavioural indicators that may suggest a guest is experiencing difficulty with gambling
• Approaching sensitive conversations with compassion, confidentiality and professionalism
• Explaining and facilitating the self-exclusion process
• Directing guests to community support resources
• Enforcing the minimum age requirement consistently and respectfully

Our staff are available at any time during casino operating hours to speak with guests about any aspect of responsible gambling. You are always welcome to approach any team member on the gaming floor or to ask for a private conversation with casino management.

11. House Rules and Guest Conduct

To protect the integrity of our gaming environment and the wellbeing of all guests, the following house rules apply to the casino area at Selvaren Grand Lodge:

• Minimum age: No person under the age of 18 may enter or remain in the casino gaming area under any circumstances.
• Guest conduct: Guests are expected to conduct themselves in a respectful and courteous manner toward staff and other guests at all times. Threatening, abusive or disruptive behaviour will result in immediate removal from the gaming area.
• Management discretion: Selvaren Grand Lodge reserves the right to refuse entry to, or remove from, the casino area any person at the reasonable discretion of management, including where there is concern for that person's wellbeing.
• Self-exclusion compliance: Persons who have entered into a self-exclusion agreement with Selvaren Grand Lodge and who attempt to enter the gaming area during their exclusion period will be respectfully refused entry. Persistent attempts to breach an exclusion agreement may result in further action in accordance with applicable law.
• Chip redemption: Guests may redeem chips and gaming credits at any time without being required to continue gambling. Our cashier team will process redemptions promptly.

12. Contact Us

If you have a question about any aspect of responsible gambling at Selvaren Grand Lodge, wish to discuss the self-exclusion process, or would like to be directed to community support resources, please do not hesitate to contact us:

All enquiries relating to responsible gambling, self-exclusion and guest support are treated with complete confidentiality by our management team.