Social Responsibility

Venue operator and venue representative

What we are doing to help

Aotearoa Gaming Trust is a socially responsible Trust and has developed a harm minimisation policy that reflects this.

This policy which includes information on identifying problem gamblers can be downloaded here

Venue managers are required to use the policy to identify actual or potential problem gamblers, approach any person identified, and offer information or advice to the person.

Minimising Gambling Harm

Gaming Machine


It is recognised that problem gamblers may exhibit behaviours that indicate they are experiencing gambling problems. 

Indicators may be witnessed first-hand by the venue manager or their staff or may be observed by other patrons, friends or family members and brought to the attention of venue staff. It is generally only reasonable to believe that a person may be experiencing a problem if several indicators are apparent over an extended period.

Staff at the venue will approach patrons who display the indicators and will offer information regarding problem gambling. Patrons are encouraged to monitor their own behaviour regarding the listed indicators.

Staff encourage all people who are exhibiting problem gambling behaviours to use the exclusion order process.


Man playing gaming machine

General signs

  • Length of play
  • Gambles for long periods (three or more hours) without taking a break
  • Gambles most days
  • Finds it difficult to stop at closing time
  • Social behaviour
  • Becomes angry at or stands over other players
  • Rude to other gamblers or staff
  • Complains to staff about losing
  • Money
  • Puts large wins straight back into the machine
  • Tries to withdraw money two or more times
  • EFTPOS repeatedly declined
  • Leaves venue to find more money to gamble
  • Behaviour during play
  • Tries to play two or more machines
  • Plays intensely without reacting to what’s going on around them
  • Plays very fast (high spend per line)
  • Shows frustration (grunting/groaning, playing roughly)
  • Shows some signs of distress (looks depressed, sweating, nervous/edgy)
  • Has gambling rituals or superstitions (rubbing, talking to machine)
  • Gambler tells staff that gambling is causing them problems
  • Shows obvious signs of distress (crying, holding head in hands, shaking)
  • Has an angry outburst towards staff, customer or machine (shouting/swearing, kicking/hitting the machine)
  • Appearance or hygiene deteriorates significantly
  • Tries to borrow money from customers or staff
  • Gambles from opening to closing
  • Leaves children in car while gambling
  • Friends or family raise concerns about the gambler
  • Goes out of their way to avoid being seen at the venue (including asking staff to not let others know they are there)