Our Commitment to Responsible Gambling

Lorvessa Royal Crest, operated by , located at , takes its duty of care to guests, staff, and the wider community seriously. We are fully committed to upholding the responsible gambling principles set out by Queensland's Office of Liquor and Gaming Regulation (OLGR) and all applicable Australian gaming laws.

Our commitment includes the following core principles:

• Providing a gambling environment that is transparent, fair, and free from predatory practices.
• Training all staff to recognise signs of problem gambling and to respond with empathy, sensitivity, and professionalism.
• Displaying responsible gambling information prominently throughout our gaming facilities.
• Offering self-exclusion and voluntary limit-setting tools to all guests without judgment.
• Refusing service to individuals who are visibly intoxicated, underage, or exhibiting signs of severe gambling distress.
• Collaborating with local support organisations, counsellors, and helplines to ensure guests can access help when they need it most.
• Continuously reviewing and improving our responsible gambling practices to reflect best-in-class standards.

We want every visit to Lorvessa Royal Crest to be a positive experience. If gambling stops being fun, we are here to help — without hesitation and without judgment.

18+ Age Policy — No Exceptions

Entry to all gaming areas at Lorvessa Royal Crest is strictly restricted to individuals who are 18 years of age or older. This is a legal requirement under Queensland gaming legislation, and we enforce it rigorously to protect young people from the potential harms associated with gambling.

How We Enforce Our Age Policy

• Identity Verification: Our staff are authorised and required to request valid photographic identification from any person who appears to be under 25 years of age before allowing entry to any gaming area.
• Accepted ID Documents: We accept Australian driver's licences, passports, proof-of-age cards, and other government-issued photographic identification as proof of age.
• Refusal of Entry: Any individual who is unable to provide satisfactory proof of age will be refused entry to gaming areas immediately and respectfully.
• Staff Training: All team members working in or near gaming areas receive regular training on age verification procedures and our zero-tolerance stance on underage gambling.
• Signage: Clear and visible signage stating the 18+ age requirement is displayed at all entrances to gaming areas throughout our venue.

If you are aware of a minor attempting to access our gaming areas, please notify a staff member or security officer immediately. We take every report seriously and will act swiftly to ensure compliance.

Recognising the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or financial situation. It often develops gradually, making it difficult to recognise in yourself or in someone you care about. Being aware of the warning signs is the first step toward getting help.

Signs You May Be Experiencing Problem Gambling

You may have a problem with gambling if you notice any of the following in yourself:

• Spending more money on gambling than you can comfortably afford to lose.
• Borrowing money, selling possessions, or using bill money to fund gambling.
• Feeling a strong urge or compulsion to gamble, even when you do not want to.
• Chasing losses — continuing to gamble in an attempt to win back money you have already lost.
• Lying to family members, friends, or colleagues about how much time or money you spend on gambling.
• Neglecting work, family, relationships, or other responsibilities because of gambling.
• Feeling anxious, irritable, depressed, or restless when you are not gambling.
• Using gambling as a way to escape stress, sadness, loneliness, or other difficult emotions.
• Repeatedly attempting to cut back or stop gambling, but being unable to do so.
• Thinking about gambling constantly, even when you are doing other things.

Signs Someone You Know May Have a Gambling Problem

If you are concerned about a friend or family member, watch for these warning signs:

• Unexplained financial difficulties, requests for loans, or missing money.
• Secretive or evasive behaviour around finances or how they spend their time.
• Increased irritability, mood swings, anxiety, or withdrawal from social activities.
• Frequently absent from work, school, or important family commitments.
• Talking obsessively about gambling wins, strategies, or upcoming gambling sessions.
• Visible signs of stress, sleep deprivation, or deteriorating physical health.

If you recognise any of these signs — in yourself or someone else — please reach out for support. Help is available, and recovery is absolutely possible. You are not alone.

Self-Exclusion Tools and Voluntary Limit Setting

We offer a range of practical tools designed to help guests maintain control over their gambling behaviour. These tools are available to any guest at any time, confidentially and without judgment. Taking steps to manage your gambling is a sign of strength, and our team is here to support you every step of the way.

Self-Exclusion Program

Our self-exclusion program allows you to voluntarily ban yourself from accessing gaming areas at Lorvessa Royal Crest for a defined period or permanently. Self-exclusion is a powerful and effective tool for individuals who feel they need a firm boundary to protect themselves from gambling harm.

• How to Apply: Speak confidentially with any member of our Responsible Gambling team, a senior staff member, or our dedicated Guest Services desk. You can also request self-exclusion in writing by contacting us directly.
• Duration: Self-exclusion periods can range from a minimum of one month to a permanent, lifetime exclusion, depending on your individual needs and preferences.
• What It Covers: Self-exclusion applies to all gaming areas within Lorvessa Royal Crest. We will take all reasonable steps to enforce your exclusion, including staff notification and access control measures.
• Queensland-Wide Exclusion: We can also assist you in applying for a Exclusion Order under Queensland's Gaming Machine Act, which can extend your exclusion to multiple venues across the state. Our staff will guide you through this process.
• Confidentiality: All self-exclusion applications are handled with the utmost discretion and privacy. Your information will not be shared with any third party without your consent, except as required by law.

Voluntary Pre-Commitment and Spending Limits

In line with Queensland gaming regulations, we support voluntary pre-commitment systems that allow players to set personal limits on how much time and money they spend on gaming machines. These tools put you firmly in control of your gambling activity.

• Setting a Limit: You can set a personal daily, weekly, or monthly spending limit on electronic gaming machines at our venue. Once your limit is reached, the system will restrict further play during that period.
• Time Alerts: Request that our staff provide you with time reminders during your gaming session to help you keep track of how long you have been playing.
• Cooling-Off Periods: If you wish to reduce your spending limit, a cooling-off period will apply before the change takes effect, giving you time to reflect on your decision.

Taking a Break

If you feel overwhelmed, stressed, or out of control at any point during your visit, please do not hesitate to speak with one of our team members. We can help you take a break from gaming, connect you with an on-site support resource, or assist you in contacting an external counselling service. There is never any pressure to continue playing, and your wellbeing always comes first.

Support and Helpline Numbers

Reaching out for help is one of the most courageous things you can do. Whether you are struggling yourself or concerned about someone you love, trained professionals are available around the clock to listen, support, and guide you toward recovery. All of the services listed below offer confidential, non-judgmental support.

Australian Support Services

• Gambling Help Online (Australia)
  Free, confidential support for people affected by gambling problems.
  Phone: 1800 858 858 (available 24 hours a day, 7 days a week)
  Website: www.gamblinghelponline.org.au
• Queensland Gambling Help Line
  A state-specific service providing counselling and referrals for Queensland residents.
  Phone: 1800 858 858
  Available 24 hours a day, 7 days a week, including public holidays.
• Lifeline Australia
  Crisis support and suicide prevention for individuals in emotional distress.
  Phone: 13 11 14 (available 24 hours a day, 7 days a week)
  Website: www.lifeline.org.au
• Beyond Blue
  Mental health support for anxiety, depression, and related issues that may accompany problem gambling.
  Phone: 1300 22 4636 (available 24 hours a day, 7 days a week)
  Website: www.beyondblue.org.au
• MensLine Australia
  Professional telephone and online counselling for men experiencing emotional difficulties, including gambling-related distress.
  Phone: 1300 78 99 78 (available 24 hours a day, 7 days a week)
  Website: mensline.org.au
• Gamblers Anonymous Australia
  A peer support fellowship for individuals who wish to stop gambling.
  Website: www.gamblersanonymous.org.au
  Meeting schedules and contact details for Queensland are available on the website.

International Support Services

• GamCare (United Kingdom)
  A leading provider of free information, advice, and support for anyone affected by gambling problems in the UK and internationally.
  Phone: 0808 8020 133 (available 24 hours a day, 7 days a week from the UK)
  International callers may contact GamCare via their online chat service.
  Website: www.gamcare.org.uk
• BeGambleAware (United Kingdom)
  An independent charity providing free, confidential information and support to help people make informed decisions about their gambling.
  Helpline: 0808 8020 133 (National Gambling Helpline, UK, available 24/7)
  Website: www.begambleaware.org
• National Council on Problem Gambling — NCPG (United States)
  The leading advocate for programs and services to assist problem gamblers and their families in the United States, with resources available internationally.
  National Helpline: 1-800-522-4700 (available 24 hours a day, 7 days a week)
  Crisis Text Line: Text HOME to 741741
  Website: www.ncpgambling.org
• Gamblers Anonymous International
  A global fellowship offering peer support meetings and resources for people seeking to stop gambling, with chapters in numerous countries worldwide.
  Website: www.gamblersanonymous.org
• Gordon Moody Association (United Kingdom)
  Specialist residential treatment programmes and therapeutic support for individuals with severe gambling disorders.
  Phone: +44 (0)1384 241292
  Website: www.gordonmoody.org.uk

Contact Us Directly

If you would prefer to speak with a member of our on-site team about responsible gambling concerns, self-exclusion, or any other related matter, please approach our Guest Services desk at any time or ask any staff member to connect you with our Responsible Gambling Officer. We are always available to help, and every conversation will be treated with complete confidentiality and compassion.

You can also write to us at:

A Final Word from Our Team

Gambling is meant to be an enjoyable leisure activity, and for the vast majority of our guests, it remains exactly that. However, we understand that for some people, gambling can become a source of serious harm — and we never take that lightly. Our entire team at Lorvessa Royal Crest is committed to creating an environment where every guest feels safe, respected, and supported.

If today is the day you decide to reach out for help — whether for yourself or for someone you love — please know that you have made one of the bravest and most important decisions of your life. Help is just a phone call, a message, or a conversation away. We are proud to walk alongside you in that journey.

This Responsible Gambling Policy is published and maintained by , . It is reviewed regularly to ensure it reflects current legislation, best practice standards, and the evolving needs of our guests and community.