Responsible Gambling Policy

This Responsible Gambling Policy applies to all guests and patrons of Torquellagrandstay, operated by , located at . We are committed to providing a safe, enjoyable, and responsible gaming environment for everyone who visits us.

Our Commitment

At Torquellagrandstay, we genuinely care about the wellbeing of every person who walks through our doors. Gambling is meant to be a form of entertainment — a fun and social experience enjoyed in a relaxed atmosphere. We understand, however, that for some individuals, gambling can become harmful, and we take that responsibility seriously.

We are committed to:

  • Providing a safe and transparent gaming environment for all patrons
  • Ensuring that gambling remains an enjoyable leisure activity and never a source of harm
  • Training our staff to recognise the signs of problem gambling and respond with compassion and care
  • Offering practical tools and resources to help patrons make informed decisions about their gambling habits
  • Complying fully with all applicable responsible gambling laws and regulations in New South Wales and across Australia
  • Continuously improving our responsible gambling practices in line with the latest research and best practices

You are never alone. If you or someone you know is struggling, our team is here to help — without judgment, and with complete confidentiality.

18+ Age Policy — No Minors Permitted

Entry to all gaming areas at Torquellagrandstay is strictly restricted to individuals who are 18 years of age or older. This is a legal requirement under New South Wales gambling legislation, and we enforce this policy rigorously and without exception.

To protect young people and ensure compliance, we:

  • Reserve the right to request valid photographic identification from any person who appears to be under the age of 25
  • Accept the following forms of identification: Australian driver's licence, Australian passport, international passport, or any government-issued photo ID
  • Refuse entry to any person who cannot provide adequate proof of age
  • Do not permit minors to loiter in or around gaming areas at any time
  • Train all staff to apply these checks consistently and respectfully

If you are concerned that a minor may be present in our gaming areas, please alert a staff member immediately. We appreciate your cooperation in keeping our gaming environment safe for all.

Recognising the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or experience. It often develops gradually and may not be immediately obvious — even to the person experiencing it. We encourage all of our guests to reflect honestly on their gambling behaviour and to reach out if they have any concerns.

Some common warning signs that gambling may be becoming a problem include:

  • Spending more money on gambling than you can comfortably afford to lose
  • Borrowing money, selling possessions, or using savings to fund gambling
  • Feeling anxious, irritable, or restless when not gambling
  • Chasing losses — continuing to gamble in an attempt to recover money already lost
  • Lying to family members, friends, or colleagues about the extent of your gambling
  • Neglecting work, study, family responsibilities, or personal health due to gambling
  • Gambling as a way to escape stress, depression, loneliness, or other emotional difficulties
  • Feeling a loss of control over how much time or money you spend gambling
  • Repeatedly trying to cut back on gambling but being unable to do so
  • Experiencing mood swings, withdrawal from social activities, or changes in personal relationships linked to gambling

If you recognise any of these signs in yourself or someone you care about, please know that help is available and that reaching out is a sign of strength. Our staff are trained to assist you in a private and compassionate manner.

Self-Exclusion and Responsible Gambling Tools

We offer a range of practical tools to help you stay in control of your gambling and protect your wellbeing. Whether you want to take a short break or need a longer period away from gaming, we are here to support you every step of the way.

Self-Exclusion Program

Self-exclusion is a voluntary program that allows you to formally request that you be banned from entering the gaming areas of Torquellagrandstay for a specified period of time. This is a powerful and effective tool for those who feel they need to take a meaningful step back from gambling.

  • Self-exclusion periods are available for a minimum of three months and can extend for a longer duration based on your personal needs
  • Once enrolled, our staff will take all reasonable steps to enforce your exclusion
  • To request self-exclusion, please speak privately with any member of our Responsible Gambling team at the property, or contact our management office directly
  • Self-exclusion can also be arranged in New South Wales through the NSW Responsible Gambling Register

Deposit and Time Limits

We encourage all patrons to set personal limits on the amount of money and time they spend gambling. Our staff can provide guidance on how to implement these limits and support your efforts to gamble responsibly.

Take a Break

You do not need to commit to a full self-exclusion to take a break. We encourage any patron to take time away from gaming whenever they feel it is appropriate. Simply speak to a staff member if you would like support or assistance in stepping away.

Reality Checks

Our staff are trained to provide friendly and supportive reminders about time and money spent if requested. Do not hesitate to ask any team member for a check-in at any point during your visit.

Exclusion of Intoxicated Patrons

For the protection of all guests, we do not permit visibly intoxicated individuals to participate in gaming activities. Our staff are trained to identify and respond appropriately to situations involving intoxication.

Support and Helpline Numbers

You do not have to face this alone. There are many free, confidential, and non-judgmental support services available to help you or someone you love. We strongly encourage anyone who is concerned about their gambling behaviour to reach out to one of the following services:

Australia — National and Local Support

  • Gambling Help Online (Australia): 1800 858 858 — Free, confidential telephone and online counselling available 24 hours a day, 7 days a week. Visit www.gamblinghelponline.org.au
  • Lifeline Australia: 13 11 14 — Crisis support and suicide prevention services available 24/7
  • Beyond Blue: 1300 22 4636 — Mental health and wellbeing support available 24 hours a day
  • NSW Responsible Gambling Helpline: 1800 633 635 — Specialised support for gambling-related concerns in New South Wales
  • MensLine Australia: 1300 78 99 78 — Support for men experiencing personal, work, or family difficulties, including problem gambling

International Support Services

  • GamCare (United Kingdom): +44 808 8020 133 — Free helpline offering information, advice, and support for anyone affected by problem gambling. Available 24/7. Visit www.gamcare.org.uk
  • BeGambleAware (United Kingdom): 0808 8020 133 — Free and confidential support and treatment services for people affected by gambling harms. Visit www.begambleaware.org
  • National Council on Problem Gambling — NCPG (United States): 1-800-522-4700 — The US National Problem Gambling Helpline, available 24 hours a day, 7 days a week. Visit www.ncpgambling.org
  • Gamblers Anonymous (International): A worldwide fellowship of men and women who share their experience and support one another in recovering from a gambling problem. Visit www.gamblersanonymous.org to find a meeting near you.
  • Gordon Moody Association (United Kingdom): +44 1384 241292 — Residential and online treatment programs for those severely affected by gambling addiction. Visit www.gordonmoody.org.uk

All of the services listed above are free of charge and completely confidential. We wholeheartedly encourage anyone who may be struggling to make that first call — it could change your life.

Our Staff Are Here to Help

Every member of the Torquellagrandstay team has received training in responsible gambling practices. If you ever feel uncomfortable, overwhelmed, or concerned about your own or someone else's gambling behaviour, please do not hesitate to approach any staff member on the premises. We will listen with care, treat you with the utmost respect, and connect you with the support and resources you need — in complete confidence.

Your wellbeing is always our priority.

Contact Us

For any questions, concerns, or requests related to our Responsible Gambling Policy — including self-exclusion enquiries — please contact us directly:


Our team is available during all operating hours and will respond to all responsible gambling enquiries with discretion, compassion, and urgency.

This policy was developed in accordance with applicable New South Wales and Australian responsible gambling legislation and is reviewed regularly to ensure it reflects current best practices and regulatory requirements.