1. Adult-Only Access to the Casino

The casino facilities at Merquessagrandinn are open exclusively to guests who are 18 years of age or older. This requirement is absolute and applies equally to all visitors regardless of nationality, membership status or the nature of their stay at the hotel.

1.1 Age Verification at Entry

Our casino hosts and security personnel are authorised to request valid photographic identification from any person who appears to be under 25 years of age before permitting entry to the gaming floor. Acceptable forms of identification include:

• A current New Zealand passport or overseas passport
• A current New Zealand driver licence or equivalent overseas licence
• A New Zealand 18+ card issued by an approved agency
• Any other government-issued photographic identity document accepted under New Zealand law

Entry will be refused if satisfactory identification cannot be produced. This policy exists to protect minors and to ensure that Merquessagrandinn meets its obligations under New Zealand gaming legislation.

1.2 Supervision of Children and Young People

Children and young people below the age of 18 must not enter, pass through or loiter near the casino floor at any time. Guests travelling with minors are responsible for ensuring that those in their care remain in the designated non-gaming areas of the hotel. Our team is available around the clock to assist families in understanding which areas of the property are accessible to all ages.

1.3 Staff Training

All members of the gaming team, reception staff and security personnel receive structured training in age-verification procedures. This training is refreshed regularly to reflect current best practice and any changes to applicable New Zealand requirements.

2. Gambling as a Freely Chosen Leisure Activity

Participation in any gaming activity at Merquessagrandinn is entirely voluntary. Guests are welcome to enjoy every other amenity and service the hotel offers without ever visiting the casino floor. Our staff will never direct, encourage or pressure any guest — including loyalty members — to gamble.

Casino gaming, like any form of entertainment, is most rewarding when it is approached as a leisure pursuit with a predetermined budget and a fixed amount of time set aside for play. Outcomes on all casino games are determined by chance; no strategy, system or pattern of play can guarantee a win or alter the mathematical advantage built into each game. Understanding this principle before play begins is the single most important step a guest can take to ensure the experience remains enjoyable.

We encourage every guest to decide, before entering the gaming floor:

• The maximum amount of money they are prepared to spend (and can afford to lose);
• The maximum amount of time they intend to spend playing; and
• That any winnings are a pleasant bonus, not an expectation or a financial plan.

3. Setting Time and Spending Limits

Merquessagrandinn provides a range of practical tools to help guests stay within the boundaries they have chosen for themselves. These tools are available at no charge and can be requested discreetly at any time.

3.1 Spending Limits

Guests who wish to set a personal spending cap for a visit, a day or an extended stay may speak in confidence with a member of our casino management team. Where our systems permit, spending limits may be applied to guest accounts and to cashier interactions so that play naturally concludes once the agreed level has been reached. Our team will never seek to modify or override a limit that a guest has chosen.

3.2 Time Limits and Reminders

Guests are welcome to ask our casino hosts to provide a courtesy reminder at any point during their visit — for example, after a set number of hours of play, or at a specific time. This service is offered discreetly and without judgement. We also recommend that guests use the clock function on their personal devices as an independent reminder.

Guests should be aware that the casino environment is intentionally designed to be comfortable and engaging. There are no clocks displayed on the gaming floor as a matter of standard industry layout, and natural light is limited. Keeping an independent awareness of time is therefore a practical safeguard.

3.3 Deposit and Chip-Purchase Limits

Guests who hold a registered loyalty or gaming account with Merquessagrandinn may request a daily, weekly or monthly chip-purchase limit to be recorded on their account. Once that limit is reached, further chip purchases against the account will not be processed until the limit period has elapsed or the guest formally requests a review. Any request to increase a pre-set limit is subject to a minimum 24-hour cooling-off period.

4. Recognising When Gambling Is Causing Concern

Gambling remains a positive leisure activity for the great majority of people who participate. However, for some individuals, patterns of play can develop that create difficulty in other areas of life. Recognising these patterns early is the most effective way to address them. The following are common signs that gambling may be becoming a source of concern rather than enjoyment.

4.1 Behavioural Signs

• Spending more money on gambling than originally intended, on a regular basis
• Spending more time gambling than planned, and finding it difficult to stop
• Returning to the casino on the same day or shortly after to try to recover losses
• Borrowing money specifically in order to gamble, or selling possessions for the same purpose
• Prioritising gambling over work, study, family commitments or other responsibilities
• Concealing the extent of gambling activity from family members or close friends
• Continuing to gamble despite repeated decisions to stop or reduce
• Gambling in an agitated, distressed or restless state

4.2 Financial Signs

• Regularly spending money set aside for essential living costs on gambling
• Accumulating debts that are linked, directly or indirectly, to gambling
• Losing track of how much has been spent over a session, a week or a month
• Feeling that gambling is a reliable way to resolve financial pressures

4.3 Recognising Concern in Others

Friends and family members are often the first to notice a change in behaviour. If someone close to you is showing the signs listed above, or if you have noticed that they seem preoccupied with gambling, anxious about money or reluctant to discuss their activities, it may be appropriate to raise your concern gently and without judgement. Our team can provide you with information on how to access support, and the section on trusted-contact support below outlines the steps available within our property.

5. Taking Breaks from Play

Regular breaks from the gaming floor are one of the simplest and most effective responsible-gambling tools available. Stepping away from the gaming environment for even a short period allows a guest to reassess their time spent, review their remaining budget and decide calmly whether to continue or to conclude their session.

Merquessagrandinn encourages guests to:

• Set a natural stopping point before sitting down to play — for example, after a fixed number of hands or spins, or after a set amount of time;
• Leave the gaming floor for refreshments, a walk through the hotel or a period of rest before making any decision to continue;
• Resist the urge to continue play immediately after a significant loss, allowing time and distance before any decision to return;
• Use their time at the hotel to enjoy the full range of non-gaming amenities available to guests.

Our casino hosts are trained to respond positively and without pressure when a guest wishes to pause or end their session. No guest will be encouraged to return to the gaming floor during a break.

5.1 Temporary Cooling-Off Periods

Guests who feel they would benefit from a structured pause may request a temporary cooling-off period through our casino management team. During this period, which can range from 24 hours to 30 days depending on the guest's preference, the guest's account will be flagged to prevent chip purchases and the guest will not receive any promotional gaming communications from the property. A cooling-off period differs from a formal self-exclusion in that it expires automatically at the end of the agreed term, after which normal access resumes unless the guest decides to extend or convert to a longer self-exclusion.

6. Property Self-Exclusion Programme

Merquessagrandinn operates a formal self-exclusion programme for guests who wish to restrict their access to the casino floor for an extended period. Self-exclusion is a serious commitment and is available to any adult guest, without charge and without judgement.

6.1 How to Apply for Self-Exclusion

A request for self-exclusion may be submitted in any of the following ways:

• In person: Visit the casino management office on the property and speak with a senior member of the team. The interview is conducted in a private setting.
• In writing: Submit a signed written request to the casino management team at the address below. The request will be acknowledged and processed within two business days of receipt.
• By email: Send a self-exclusion request to privacy@merquessagrandinn.com, including your full name and contact details. Our team will follow up to complete the necessary identification steps.

6.2 Duration Options

Self-exclusion periods are available for the following minimum durations:

• Six months
• One year
• Two years
• Five years
• Indefinitely (with a formal review process available after five years)

A shorter period than six months will not be offered under the self-exclusion programme; guests seeking a shorter pause are directed to our cooling-off period option described in Section 5.1 above.

6.3 Effect of Self-Exclusion

Once a self-exclusion has been confirmed and recorded, the following measures are applied without delay:

• The guest's name and, where provided, photograph are added to our internal restricted-access register.
• Any loyalty or gaming account held by the guest is suspended for the duration of the exclusion period.
• The guest will not receive any promotional, marketing or gaming-related communications from Merquessagrandinn for the duration of the exclusion.
• Any winnings or accumulated loyalty points that remain in the account at the time of exclusion will be held until the conclusion of the exclusion period.
• Our security and gaming team will be informed of the exclusion and will take reasonable steps to prevent the guest from accessing the gaming floor if they present.

6.4 Lifting a Self-Exclusion

A self-exclusion cannot be shortened or lifted during the agreed exclusion period, regardless of the reason. At the end of the agreed period, the exclusion will not be lifted automatically. The guest must make a written request to the casino management team, which will be acknowledged and processed within five business days. We encourage guests to use the period of exclusion to consider whether returning to casino gaming is in their long-term interest.

6.5 Limitations of the Programme

While we make every reasonable effort to enforce self-exclusion consistently, we acknowledge that our programme applies only to the gaming facilities operated by at 78 The Strand, Whakatāne. We are unable to enforce exclusion at third-party venues. Guests who wish to restrict access to other gambling venues are encouraged to contact those operators directly or to seek guidance from relevant New Zealand authorities.

7. Involving Trusted Contacts

A trusted contact is a person — such as a family member, close friend or support person — who has been nominated by a guest, or who has independently approached us with a concern, and who wishes to be involved in helping a guest manage their gambling activity.

7.1 Third-Party Exclusion Requests

New Zealand law permits certain individuals to request the exclusion of another person from casino gaming facilities in defined circumstances. If you are a spouse, civil union partner, de facto partner, parent, child or sibling of a person whose gambling you are concerned about, you may be entitled to make a third-party exclusion request. Our casino management team can explain the process applicable at this property and assist you in understanding the requirements that must be satisfied under the relevant legislation.

All third-party exclusion requests are handled with strict confidentiality. The person making the request and the person named in the request are both treated with dignity and discretion throughout the process.

7.2 Information for Concerned Family Members and Friends

If you are concerned about the gambling behaviour of someone close to you, there are steps you can take at the property level:

• Speak confidentially with a senior member of our casino management team. We can explain the options available under our responsible-gambling programme.
• Ask about nominating yourself as a trusted contact on the guest's account, should the guest consent to this arrangement.
• Request printed information about responsible gambling, which our team can provide in a discreet format.

We are not able to share personal information about another guest without that guest's consent, in accordance with our Privacy Policy. However, we can receive and act upon information you choose to share with us where it is relevant to the responsible-gambling measures described on this page.

7.3 Conversations About Gambling

Raising a concern with someone about their gambling can be challenging. We suggest approaching the conversation at a calm moment, in a private setting, and focusing on specific changes in behaviour you have observed rather than on the amount of money involved. Listening without judgement is often more effective than offering immediate solutions. If the person responds defensively or denies there is a problem, it may be helpful to allow time and to return to the topic on another occasion.

8. Responsible Gambling Resources in New Zealand

New Zealand has established a framework for addressing gambling-related harm, which includes regulatory oversight, problem gambling support pathways and community resources. Relevant public authorities and support providers operate throughout the country, including in the Bay of Plenty region in which Whakatāne is situated.

We are not able to direct you to a specific named organisation, helpline or online system on this page; however, we encourage any guest who is concerned about their own gambling, or the gambling of someone they know, to take the following steps:

• Contact your local health or community service: Your regional district health service and community-based support networks can connect you with problem gambling services funded by the New Zealand Government. These services are available to any New Zealand resident free of charge.
• Speak with your general practitioner or a community health worker: They can provide a referral to appropriate support within the New Zealand health and social services network.
• Seek information from your local council or community centre: These bodies can direct you to Whakatāne-based and Bay of Plenty regional services that address gambling harm.
• Contact us directly: Our casino management team maintains up-to-date information on responsible-gambling resources available in the Whakatāne district and can provide printed material or a private referral conversation at any time during your stay.

New Zealand's gambling regulatory framework is designed to ensure that venues contribute to the minimisation of gambling harm within their communities. Guests who have a concern about the practices of any gambling venue operating in New Zealand may direct their concern to the relevant regulatory authority whose contact details are publicly available through New Zealand Government websites.

9. Our Team and Responsible Gambling

Every member of staff at Merquessagrandinn who works in or adjacent to the casino environment has a role to play in responsible gambling. This extends from the gaming floor team and cashiers to hotel reception, concierge and security personnel.

9.1 Observation and Intervention

Our casino team is trained to observe guest behaviour discreetly and to recognise patterns that may indicate distress or loss of control. Where a team member has a genuine concern about a guest, they are authorised and expected to make a welfare check and to offer information about the responsible-gambling tools available at the property. These interactions are conducted privately and respectfully.

9.2 No Pressure to Continue Play

No member of our team will encourage a guest to continue play beyond the point at which the guest has expressed a wish to stop, or will offer an inducement to extend a gaming session. Our staff performance measures do not include targets based on individual guest spend.

9.3 Handling Distressed Guests

Where a guest appears distressed, upset or in difficulty, our team will offer assistance and, if appropriate, suggest a period away from the gaming floor. A private space is available on the property for guests who need a moment of calm. Our team will not leave a distressed guest unattended unless the guest explicitly requests to be left alone.

10. Protecting Guests Who May Be Vulnerable

Merquessagrandinn is committed to providing a safe environment for all guests, including those who may be particularly susceptible to gambling-related harm. In addition to the tools described elsewhere on this page, our team is trained to respond appropriately when a guest shows signs of distress or impaired decision-making during their visit.

Our commitment in this area includes:

• Refusing or terminating chip purchases where a staff member has a reasonable concern about the welfare of the guest;
• Declining to extend credit or advances of any kind to guests for the purpose of gambling;
• Ensuring that responsible-gambling information is displayed prominently within the casino entrance and at cashier points;
• Making responsible-gambling resources available in print upon request at any time;
• Reviewing our responsible-gambling policies and staff training on a regular basis in line with applicable New Zealand guidance.

11. Responsible Marketing Practices

Merquessagrandinn is committed to ensuring that all marketing and promotional communications relating to the casino are conducted responsibly and do not target individuals who have requested to be excluded from such communications.

• Casino promotional material will not be directed at persons under 18 years of age.
• Promotional communications will not be sent to any guest who is subject to a self-exclusion or a cooling-off period under our programme.
• Our marketing will not misrepresent the odds of winning or imply that gambling is a reliable source of income.
• Guests may opt out of all casino-related marketing communications at any time by contacting us at privacy@merquessagrandinn.com or by speaking with the casino management team.

12. Contact Us About Responsible Gambling

If you have any question about the information on this page, wish to access any of the tools described, or would like to speak with a member of our team in confidence, please do not hesitate to reach out.

All enquiries relating to self-exclusion, trusted-contact requests, spending limits or any other responsible-gambling matter are treated in strict confidence and are handled by trained members of our management team. There is no charge for any responsible-gambling service offered by Merquessagrandinn.

Policy Review

This Responsible Gambling page is maintained by and is reviewed periodically to ensure that it remains accurate, current and consistent with applicable New Zealand legislation and best practice guidance. The most recent version of this page is always the version published at merquessagrandinn.com.

Registered office: — Company No. 9684271 — GST No. 584-739-215.