1. Our Commitment to Responsible Gambling
Dorvessian Royal Lodge is committed to providing a gaming environment that is safe, fair and enjoyable for every guest. We believe that gambling should remain a form of leisure — never a source of financial or personal harm. takes its responsibilities under New Zealand gaming legislation seriously and supports a culture in which guests can make informed, voluntary choices about whether and how they participate in gaming activities on our premises.
This page sets out the practical measures we have in place, the resources available to guests, and the ways in which our team is trained to assist anyone who may need support. We encourage all guests to read this information before visiting our casino floor.
2. Adult-Only Access to Gaming Areas
Access to all gaming areas at Dorvessian Royal Lodge is strictly restricted to persons who are 18 years of age or older. This requirement is a firm condition of entry and is enforced at all times, including during quiet periods. There are no exceptions.
2.1 Age Verification
Our team members are trained to request valid photographic proof of age from any guest who appears to be under the age of 25. Acceptable documents include:
- A current New Zealand driver licence or overseas driver licence
- A current New Zealand or foreign passport
- A current New Zealand 18+ card issued by an approved authority
- Any other government-issued photographic identification acceptable under New Zealand law
Any guest who is unable to produce satisfactory evidence of age will be politely declined entry to the gaming area. Our staff will not be placed under pressure to waive this requirement, and any concern about a decision made at the door may be referred to the Duty Manager on shift.
2.2 Minors in Common Areas
Guests under 18 years of age are welcome in the hotel's common areas and food and beverage outlets when accompanied by a responsible adult. However, they must not enter, approach or linger near the gaming floor at any time. Guests who allow minors to enter or remain in restricted areas may themselves be asked to leave those areas.
3. Keeping Play Entirely Optional
Gambling at Dorvessian Royal Lodge is entirely voluntary. No guest is ever required, expected or encouraged to gamble as a condition of staying at the hotel, dining in our restaurants or accessing any other facility on the property. Our team members are instructed never to solicit participation in gaming or to apply any form of social pressure.
We aim to ensure that our gaming environment is free from undue inducements that may cause guests to spend beyond their intentions. If at any point you feel uncomfortable or wish to leave the gaming area, you are free to do so without question or comment.
4. Setting Time and Spending Limits
One of the most effective ways to keep gambling enjoyable is to decide in advance how much time and money you are prepared to spend. We encourage every guest to treat the following steps as a personal routine before they begin play.
4.1 Spending Limits
| Limit Type | Recommended Approach |
|---|---|
| Session budget | Decide on a fixed amount you can comfortably afford to lose before you enter the gaming floor. Carry only that amount and leave cards and additional cash secured elsewhere. |
| Win goal | Set a realistic target. If you reach it, consider stopping and celebrating the outcome rather than continuing to play. |
| Loss limit | Decide the maximum you are willing to lose in a single session. When you reach that figure, stop play regardless of any impulse to recover it. |
| Daily / weekly limit | If you visit more than once, set a cumulative figure for the week or month and track it honestly. |
4.2 Time Limits
Losing track of time is a common experience on a gaming floor. Before you sit down, set an alarm on your phone or watch so that you receive a clear reminder when your allocated session time has elapsed. Use the displayed clocks on the gaming floor. Ask a team member for the current time at any point — our staff are always happy to assist.
We recommend scheduling a natural break at least once per hour and using that break to step away from the gaming floor entirely before deciding whether to continue.
4.3 Never Chase Losses
Chasing losses — increasing stakes or extending a session in an attempt to recover money that has already been lost — is one of the most significant risk factors associated with harmful gambling. Outcomes in games of chance are determined by random processes; no strategy or increased expenditure changes the statistical likelihood of the next result. If you find yourself tempted to chase a loss, treat that feeling as a clear signal to stop, take a break and, if necessary, leave the gaming area.
5. Recognising the Warning Signs
Gambling can move from an enjoyable leisure activity to a source of concern gradually and without a clear turning point. Being aware of the following signs — in yourself or in someone you know — may help you take action before difficulties become more serious.
5.1 Signs to Be Aware of in Yourself
- Spending more money or time gambling than you originally planned.
- Feeling irritable, restless or preoccupied when not gambling.
- Gambling to escape from pressure, worry or low mood rather than purely for enjoyment.
- Repeatedly trying and failing to cut back or stop gambling.
- Hiding gambling activity or losses from family members or close friends.
- Borrowing money, selling possessions or neglecting regular expenses in order to gamble.
- Neglecting work, study, family obligations or personal interests because of gambling.
- Continuing to gamble despite repeated unwanted financial or personal consequences.
- Spending time reliving past gambling experiences or planning future sessions more than feels comfortable.
5.2 Signs to Be Aware of in Others
- Frequently appearing distressed, withdrawn or secretive about finances.
- Unexplained absences, changes in behaviour or neglect of responsibilities.
- Asking to borrow money on multiple occasions without a clear explanation.
- Expressing strong guilt or shame after a gambling session.
Noticing one or more of these signs does not mean that a serious problem exists; however, it is a reasonable prompt to pause, reflect and consider speaking with someone you trust or accessing independent support.
6. Taking Breaks
Regular breaks are both permitted and actively encouraged by Dorvessian Royal Lodge. Stepping away from the gaming floor — even for a short period — helps you reassess your budget, manage your time and return to a calmer state of mind before deciding whether to continue.
Our team members may, at their discretion, suggest that a guest take a short break. This is never intended as a judgement; it is part of our duty of care and our commitment to a responsible gaming environment. Guests who are suggested a break are always free to return to the gaming floor after a reasonable interval, provided they remain within our entry requirements.
If you feel that a longer period of time away from the gaming floor would be beneficial, please speak with a team member or the Duty Manager. We will support you without question.
7. Property Self-Exclusion
Dorvessian Royal Lodge operates a voluntary self-exclusion programme. This programme allows any guest to formally request that they be excluded from the gaming areas of this property for a defined period. Once registered, our team will take reasonable steps to refuse that person entry to the gaming floor for the duration of their exclusion.
7.1 How to Apply for Self-Exclusion
To apply for self-exclusion, please speak directly with a member of our management team or contact us in writing at the address below. We will ask you to provide your name, a recent photograph for identification purposes, and your preferred exclusion duration. We will confirm receipt and activation of your request in writing.
7.2 Exclusion Durations
| Option | Duration |
|---|---|
| Short-term exclusion | A minimum of 3 months |
| Medium-term exclusion | 6 months or 12 months |
| Long-term exclusion | 2 years or more |
| Indefinite exclusion | Ongoing until a formal review is requested after a minimum of 5 years |
7.3 Lifting an Exclusion
An exclusion will not be lifted before its minimum period has elapsed. Requests to lift an exclusion must be made in person to a member of management and will be subject to a cooling-off period before access to the gaming floor is restored. This process is in place for your protection and is applied consistently to all guests.
7.4 Limitations of Self-Exclusion
While we take all reasonable steps to enforce self-exclusion, Dorvessian Royal Lodge cannot guarantee that a self-excluded person will never gain inadvertent entry to the gaming floor, particularly during periods of high visitor volume. Self-exclusion is most effective when it is treated as one element of a broader personal plan rather than the sole protective measure. We strongly encourage guests who have self-excluded to also seek independent support.
8. Support from Trusted Contacts
Speaking openly with someone you trust — a family member, partner, close friend or another person of confidence — can be a meaningful first step if you are concerned about your gambling or the gambling of someone close to you. Trusted contacts can offer non-judgemental support, help you keep track of commitments you have made, and assist you in seeking further resources if needed.
If you would like to involve a trusted contact in your self-exclusion or limit-setting process at Dorvessian Royal Lodge, we can accommodate that request with your consent. Please speak with our Duty Manager for further information.
If you are a family member or close contact concerned about someone else's gambling, we encourage you to approach the matter with care and without blame. Listening, expressing concern calmly and encouraging the person to seek independent support are generally more effective than confrontation. Our Duty Manager is available to speak with concerned family members and can provide guidance on the options available to you under our responsible gambling programme.
9. Responsible Gambling Support in New Zealand
New Zealand has a framework of publicly funded and community-based organisations dedicated to supporting people who are concerned about gambling — whether for themselves or for someone they care about. These services are confidential, free to access and available to people at any stage of concern, from early questions through to more significant difficulties.
We encourage any guest who wishes to access local support to make enquiries through their general practitioner, community health centre or a local Citizens Advice Bureau, all of which can direct you to current, appropriate services in Queenstown and across New Zealand without delay.
New Zealand's public gambling regulatory authority publishes guidance for the public on recognising gambling-related harm and on the support options available. This guidance is publicly accessible and provides information on self-referral pathways, peer support networks and counselling services operated independently of gaming venues. We recommend consulting that publicly available guidance if you would like a broader understanding of the resources the New Zealand system provides.
Our on-site management team maintains an up-to-date reference of local support contacts and is available at any time, day or night, to share that information with any guest who requests it. You are never required to explain your reasons for asking, and all such enquiries are treated with complete discretion.
10. Our Team and Their Training
Every member of Dorvessian Royal Lodge's gaming team receives regular training in responsible gambling practices. This training covers age verification procedures, recognition of signs of concern, how to approach guests sensitively, and the internal escalation pathways available when a guest may need support.
Team members are empowered to take action — including suggesting breaks, declining service and facilitating self-exclusion — without requiring managerial approval in every instance. A Duty Manager is present on the property at all times and is the primary point of contact for any guest who wishes to discuss a responsible gambling matter in greater depth or confidentiality.
Our responsible gambling programme is reviewed on a regular basis to reflect current best practice and any updates to New Zealand gaming legislation or guidance.
11. How to Raise a Concern or Request Assistance
If you have a concern about gambling — your own or someone else's — or if you would like to apply for self-exclusion, request responsible gambling literature or speak confidentially with a member of our team, you may contact us through any of the following channels:
- In person: Speak with any team member on the gaming floor or at the front desk, or ask to speak directly with the Duty Manager.
- In writing: ,
- By email: info@dorvessianroyallodge.com
All responsible gambling enquiries are handled with sensitivity and in confidence. We are committed to responding promptly and to ensuring that every guest who reaches out receives a respectful and constructive response.
12. Governing Framework
Dorvessian Royal Lodge operates within the framework established by the gaming laws of New Zealand. New Zealand's gaming legislation sets out the obligations of venue operators with respect to responsible gambling, including the measures that must be in place to minimise harm, the procedures for self-exclusion, the requirements for staff training and the age restrictions that apply to gaming areas. This page reflects those obligations and our commitment to exceeding them where possible.
New Zealand's public gambling regulatory authority publishes the statutory standards and guidelines that apply to gaming venues operating in this country. That guidance is publicly available and provides the regulatory context within which Dorvessian Royal Lodge operates.
Any dispute arising in connection with responsible gambling measures at this property will be addressed in the first instance through our internal complaints procedure. Guests who remain dissatisfied after exhausting that procedure may direct their concern to the relevant New Zealand authority with jurisdiction over gaming venue conduct.