1. Our Commitment to Responsible Gambling

Velorian Estate Hotel is committed to providing a gaming environment that is safe, fair and enjoyable. We believe that gambling, when approached as a leisure activity within each person's own means and limits, can be a positive part of a visit to our property. At the same time, we recognise that for some guests gambling can become harmful, and we take our responsibility to help prevent and reduce that harm seriously.

This page explains the policies, practical tools and support pathways we have in place for guests, their families and anyone in our community who may be affected by gambling-related harm. We encourage every guest to read this information before entering our gaming floor.

2. Adult-Only Access to the Casino

2.1 Minimum Age Requirement

Access to all gaming areas at Velorian Estate Hotel is strictly restricted to guests who are aged 21 years or older. This applies to the gaming floor, gaming lounges and any other area of the property where gaming machines, table games or other gambling products are available.

2.2 Age Verification

Our team members are trained to request proof of age from any guest who appears to be under the minimum age, or where there is reasonable doubt about a guest's age. Acceptable proof-of-age documents include:

• A current Australian or international passport;
• An Australian driver licence or learner permit bearing a photograph;
• A Proof of Age card issued by an Australian state or territory government;
• Any other government-issued photographic identity document.

Any guest who is unable or unwilling to produce satisfactory proof of age will be refused entry to the gaming areas. Team members who have reasonable grounds to believe a person is under 21 are required to refuse entry, and their decision is final.

2.3 Responsibility of Adult Guests

Adult guests must not facilitate, encourage or allow any person under the age of 21 to access the gaming areas, attempt to gamble, or handle gaming chips, tokens or credits on their behalf. Any guest found doing so may be asked to leave the property and may be reported to relevant authorities.

3. Keeping Play Voluntary and Optional

Gambling at Velorian Estate Hotel is, and must remain, a personal choice. No guest is ever required to gamble as a condition of staying at the hotel, attending events, using dining facilities or accessing any other amenity. Our team members are instructed never to pressure, coerce or actively solicit guests to gamble.

We design our gaming environment to be transparent: game rules, odds and payout information are displayed clearly at each game position. Guests are encouraged to understand how any game works before placing a wager. If you have questions about how a specific game operates, a team member on the floor will be pleased to explain.

Complimentary amenities offered to guests are not contingent on continued play. Guests may stop playing at any time without any obligation to the property.

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, and to stick to those decisions. We actively support guests who wish to set personal limits.

4.1 Before You Play

• Set a money limit. Decide the maximum amount you are comfortable losing before you enter the gaming floor. Bring only that amount and leave payment cards elsewhere.
• Set a time limit. Decide how long you intend to play. Use your watch or phone timer to keep track, and commit to leaving when that time has elapsed, regardless of whether you are winning or losing.
• Treat losses as the cost of entertainment. Approach your session budget the same way you would a dinner or a show — as money spent for enjoyment, not as an investment you expect to recover.

4.2 While You Play

• Pause regularly to check how long you have been playing and how much you have spent.
• Do not increase your bets in an attempt to recover losses.
• Do not gamble with money set aside for household expenses, rent, bills or other essential commitments.
• Take a break away from the gaming floor every hour.

4.3 Requesting a Limit on Gaming Machines

Guests who wish to set a formal pre-commitment or expenditure limit on electronic gaming machines may speak with a member of our Gaming Compliance team at the Gaming Services desk. We will record and apply the requested limit. Once a limit is set, it will not be increased within a cooling-off period specified at the time of the request.

5. Recognising Warning Signs in Your Own Play

Gambling can shift from an enjoyable pastime to a source of concern. The following signs may indicate that gambling is beginning to have a negative effect on your life. These are personal reflection points, not a checklist used to judge or exclude any guest.

• Spending more money on gambling than you originally intended.
• Staying on the gaming floor significantly longer than you planned.
• Returning to gamble in order to recover money lost on a previous visit.
• Feeling restless or uncomfortable when not gambling.
• Hiding the extent of your gambling from people close to you.
• Using money intended for bills, savings or essential expenses to gamble.
• Continuing to gamble despite concerns raised by family members or friends.
• Finding it difficult to walk away while ahead or during a losing run.
• Gambling taking priority over personal, professional or social obligations.
• Borrowing money, selling possessions or taking other financial steps to fund gambling.

If any of these descriptions feel familiar, we encourage you to speak with a member of our responsible gambling team, contact a support service in your community, or ask a trusted person in your life for help. There is no obligation to continue playing, and leaving the gaming floor at any time is always the right decision.

6. Taking Breaks and the Right to Stop Playing at Any Time

Every guest has the absolute right to stop playing at any time, for any reason, with no obligation to the property. Our team will never discourage a guest from taking a break or leaving the gaming floor.

6.1 Scheduled Rest Breaks

We encourage all guests to take a rest break away from gaming activity for at least ten minutes in every hour of play. During a break you might:

• Visit the hotel lobby, gardens or non-gaming areas of the property;
• Have a meal or a non-gaming refreshment;
• Contact someone you trust;
• Review the time and money you have spent so far in the session.

Rest breaks give your mind an opportunity to reset and to make a considered decision about whether to continue, rather than playing on by habit or momentum.

6.2 Requesting a Supervised Break

If you feel you need assistance stopping for the evening but are finding it difficult to leave the gaming floor on your own, you may ask any floor team member or the duty manager to accompany you to the exit. This is a confidential service offered without judgement. No record of the request is stored in your guest profile unless you specifically request a self-exclusion (see Section 7).

7. Self-Exclusion from the Casino at Velorian Estate Hotel

Self-exclusion is a formal arrangement under which you ask us to refuse your access to the gaming areas of Velorian Estate Hotel for a period of time that you choose. It is one of the most effective steps a person can take if they feel their gambling has become difficult to control.

7.1 How to Apply for Self-Exclusion

Self-exclusion applications are handled in a private, confidential meeting with a member of our Gaming Compliance or Guest Services management team. To apply:

1. Contact us by email at info@velorianestatehotel.com to arrange a confidential meeting, or present in person at the Gaming Services desk and ask to speak with the Responsible Gambling Officer.
2. Bring current valid photo identification. Your photograph will be recorded solely for the purpose of enforcing the exclusion.
3. Select an exclusion period. The available periods are set out in the table below.
4. Sign the self-exclusion agreement. You will receive a copy for your records.

7.2 Effect of Self-Exclusion

Once a self-exclusion agreement is active, the following will apply for the duration of the exclusion period:

• You will be refused entry to all gaming areas of Velorian Estate Hotel;
• Your image will be shared with gaming floor security staff for enforcement purposes;
• Any rewards, loyalty credits or complimentary offers linked to gaming activity will be suspended;
• You may still access non-gaming areas of the hotel, subject to general property policies.

7.3 Responsible Gambling Officer

Every session of our gaming floor is supervised by a designated Responsible Gambling Officer who is trained to assist guests with self-exclusion requests, provide information about support resources and respond to welfare concerns. You may ask any team member to connect you with the Responsible Gambling Officer at any time.

7.4 Breaches of Self-Exclusion

If you attempt to enter the gaming floor while a self-exclusion is active, our team is required to ask you to leave. We handle these situations with sensitivity and without public embarrassment. We strongly encourage self-excluded guests who feel at risk of breaching their exclusion to contact a support service in their community before attending the property.

8. Support from Family Members and Trusted Contacts

Gambling-related harm rarely affects only the individual who is gambling. Family members, partners, close friends and colleagues are often significantly affected as well. We acknowledge this reality and aim to be a helpful point of contact for people who are concerned about someone else's gambling.

8.1 How a Trusted Contact Can Help

If you are concerned about a family member or someone you care about, the following steps may be available to you:

• Speak to our Responsible Gambling Officer. Family members and trusted contacts are welcome to meet privately with our Responsible Gambling Officer to discuss their concerns. While we are unable to disclose information about another person's account or visits, we can explain the support tools available and how to encourage someone to use them.
• Request a third-party exclusion. In certain circumstances, and where consistent with applicable Queensland legislation, a family member or carer may apply to have a person excluded from our gaming areas on welfare grounds. Please contact our Gaming Services team for information about this process.
• Seek support for yourself. Caring for someone affected by problem gambling can be stressful. We encourage trusted contacts to seek their own support through community resources and local services.

8.2 Talking to Someone You Are Concerned About

Approaching a conversation about gambling can feel difficult. The following suggestions may help:

• Choose a calm, private moment — not immediately after a gambling session.
• Use straightforward, non-accusatory language and focus on specific behaviours you have observed.
• Listen without interrupting, and allow the person to share their perspective.
• Offer practical support, such as accompanying them to a support service, rather than issuing ultimatums.
• Acknowledge that changing habits takes time and setbacks are common.

9. Responsible Gambling Resources in Australia

A range of government and community resources is available across Australia to support anyone affected by gambling-related harm. These services are free, confidential and accessible to gamblers, family members and concerned friends alike.

9.1 Government and Regulatory Bodies

Gambling in Queensland is overseen by the relevant state authority responsible for regulating gaming activities. That authority publishes guidance on responsible gambling, provides information about harm minimisation obligations and offers pathways for members of the public to raise concerns about gambling services. You may contact the relevant Queensland state authority directly if you have a concern about how gambling is being conducted at any licensed venue.

9.2 Finding Support

If you or someone you know needs support in relation to gambling:

• Community counselling services are available across Queensland and can be located through local council directories, community health centres and government information services.
• Financial counselling services can assist with managing debt and financial pressures that may arise from problem gambling. These services are available free of charge through various not-for-profit organisations across Australia.
• Peer support groups bring together people with lived experience of gambling harm in a confidential, non-judgemental setting. Information about local groups can be obtained through community service directories.
• Online self-help tools are published by various Australian government bodies and allow individuals to track their gambling behaviour, set goals and access self-directed support at any time.

9.3 How to Find Local Services

Our Responsible Gambling Officer can provide you with printed information about support services available in the Gold Coast and broader Queensland region. You may request this information at the Gaming Services desk or by emailing us at info@velorianestatehotel.com. All such enquiries are handled in complete confidence.

10. Our Team and Responsible Gambling Training

Every team member who works in or adjacent to the gaming floor at Velorian Estate Hotel completes responsible gambling training before beginning work in those areas. Training covers:

• Recognition of behavioural indicators that may suggest a guest is experiencing difficulty;
• Appropriate and respectful ways to approach and speak with guests about responsible gambling;
• The self-exclusion process and how to assist a guest who wishes to apply;
• Age verification procedures and the importance of enforcing minimum age requirements;
• Referral pathways to the Responsible Gambling Officer and external support services;
• Obligations under Queensland's responsible gambling legislation and our internal policies.

Training is refreshed on a regular basis to reflect updates in legislation, best practice and community standards. Our Responsible Gambling Officer oversees the training programme and is available to any team member who needs guidance on a specific situation.

11. Gaming Environment Standards

Velorian Estate Hotel maintains the following standards within our gaming areas to support responsible play:

• Clocks are prominently displayed throughout the gaming floor so guests can monitor time spent playing.
• Responsible gambling information and contact details for our Responsible Gambling Officer are displayed at gaming machines and at entry points to the gaming floor.
• Printed responsible gambling information, including details of support services, is available free of charge at the Gaming Services desk.
• Our gaming machines display session and expenditure information to assist guests in tracking their play.
• No automatic teller machines are located inside the gaming floor boundary.
• Promotional materials related to gaming are not displayed in non-gaming guest areas in a manner that solicits play.

12. Feedback and Responsible Gambling Complaints

We welcome feedback on our responsible gambling practices. If you feel that our team has not met the standards described on this page, or if you have a concern about how a responsible gambling matter was handled, you may:

• Speak with the Duty Manager on the night of your visit. The Duty Manager is empowered to address concerns immediately.
• Write to us at info@velorianestatehotel.com. Please mark your email "Responsible Gambling — Feedback" and include a description of your concern. We will acknowledge your email within two business days and aim to provide a substantive response within ten business days.
• Contact the relevant Queensland gaming regulatory authority if you feel your concern has not been resolved to your satisfaction after raising it with us directly.

All responsible gambling complaints are recorded, reviewed by our Gaming Compliance Manager and used to inform improvements to our policies and training programmes.

13. Privacy and Confidentiality

All information shared with our team in the context of responsible gambling — including self-exclusion applications, limit-setting requests and welfare conversations — is handled in strict confidence in accordance with Velorian Estate Hotel's Privacy Policy and applicable Australian privacy legislation.

Personal data collected for the purpose of enforcing self-exclusion (including photographic images) is held only for as long as necessary to administer the exclusion and is not used for marketing or any other purpose. Where a self-exclusion expires and is not renewed, associated exclusion data is deleted in accordance with our data retention schedule.

For further information about how we collect, hold and use personal data, please refer to our Privacy Policy or contact us at info@velorianestatehotel.com.

14. Policy Review

This Responsible Gambling policy is reviewed at least annually by the Gaming Compliance Manager in consultation with senior management. Reviews take into account changes in Queensland gaming legislation, updates to industry best practice standards, feedback received through our complaints process and any incidents arising on the gaming floor. Material updates to this page will be reflected in the "Last updated" date shown at the top of this document.

Questions about this policy may be directed to: