Responsible Gaming

1. Our Commitment to Responsible Gambling

recognises that casino gaming is a leisure activity intended to be enjoyable, voluntary and conducted within personal limits. Snowgum Hollow Manor is committed to providing a gaming environment that is safe, transparent and supportive of every guest's well-being.

We believe that responsible gambling is a shared responsibility between the property, its team members and its guests. This page sets out the measures we have in place, the tools available to guests and the practical guidance we encourage all visitors to follow before, during and after any period of gaming.

Our responsible gambling programme is reviewed on a regular basis to reflect current community standards and relevant Australian regulatory guidance. All casino floor team members receive dedicated responsible gambling training so that they are equipped to assist guests and to identify and respond to signs of potential concern with sensitivity and discretion.

2. Adult-Only Access to Gaming Areas

Participation in casino gaming at Snowgum Hollow Manor is restricted to guests who are aged 18 years or older. This minimum age requirement is a legal obligation under applicable Australian law and is enforced at all times throughout our gaming facilities.

The following measures are in place to uphold our age-verification obligations:

Mandatory identification checks: Any guest who appears to be under 18, or whose age cannot be reasonably confirmed by appearance alone, will be required to produce valid photographic identification before entering the casino floor. Accepted documents include an Australian driver licence, an Australian or overseas passport, or a government-issued proof-of-age card.
Supervised entry points: All entrances to designated gaming areas are staffed and monitored. Access is not permitted without successful age verification.
No exceptions: Age verification applies equally to all guests regardless of membership status, reservation type or accompanying party.
Minors in non-gaming areas: Guests under 18 may access non-gaming areas of the hotel with a responsible adult. However, they may not enter, transit through or remain in any designated gaming zone at any time.
Reporting obligations: Team members who observe or suspect the presence of a minor in a gaming area are required to report this immediately to a supervisor and to take appropriate steps in accordance with our internal protocols.

Guests who are asked to produce identification and are unable or unwilling to do so will be politely declined entry to gaming facilities. This policy exists to protect young people and to ensure Snowgum Hollow Manor meets its legal and ethical obligations.

3. Keeping Play Optional

Casino gaming at Snowgum Hollow Manor is an optional leisure activity. No guest is ever required to gamble, and enjoyment of our hotel, dining, events or accommodation services is in no way conditional upon participation in gaming.

We encourage all guests who choose to gamble to approach gaming as a form of entertainment rather than as a source of income or a method of recovering financial losses. The following principles support a balanced and optional approach to play:

Decide before you begin whether you wish to gamble. There is no obligation and no social pressure to participate.
Treat any money spent on gambling as the cost of entertainment, in the same way as a ticket to a show or a meal at a restaurant.
Understand that all casino games involve an element of chance and that outcomes cannot be predicted, controlled or reliably influenced by any strategy or system.
Recognise that past results do not influence future outcomes. Each game event is statistically independent.
Do not gamble to recover money that has already been lost. This approach tends to increase losses rather than reverse them.
If at any point during a session you no longer find gaming enjoyable, it is entirely appropriate to stop and do something else.

4. Time and Spending Limits

Setting clear limits before commencing play is one of the most effective ways to keep gambling a positive experience. Snowgum Hollow Manor encourages every guest who chooses to gamble to establish personal boundaries in advance and to adhere to them regardless of how a gaming session is progressing.

4.1 Spending Limits

A spending limit is a fixed amount of money that a guest decides they are comfortable losing before they begin play. Recommended practices include:

Set a budget that is affordable and that does not draw upon money reserved for essential expenses such as rent, utilities, groceries or savings.
Bring only the cash or pre-authorised amount you have budgeted. Avoid carrying additional funds, credit cards or means of accessing further money on the casino floor.
When your budget is reached, stop playing. This applies whether the session has lasted five minutes or five hours.
Do not borrow money from other guests, friends or family members in order to continue gambling.

4.2 Time Limits

Time limits help prevent sessions from extending beyond what a guest originally intended. Recommended practices include:

Decide how long you intend to spend in the gaming area before you enter. Set an alarm or reminder on your personal device.
Be aware that casino environments are intentionally designed to minimise awareness of the passage of time. Actively checking the time at regular intervals helps counter this effect.
Schedule other activities during your stay so that gaming is naturally bounded by commitments to dining, entertainment or rest.
When your time limit is reached, honour that decision and leave the gaming floor.

4.3 Guest-Requested Limits

Guests who would like assistance establishing or recording formal spending or time limits are welcome to speak with a member of our Guest Experience team or a Gaming Host. We will assist you in documenting your preferences confidentially and in a manner that supports your stated intentions.

5. Taking Breaks

Regular breaks during a gaming session support clear decision-making and help guests maintain perspective on their play. Snowgum Hollow Manor encourages all guests to step away from the gaming floor periodically regardless of whether they are winning or losing.

Benefits of taking breaks include:

The opportunity to reassess your budget and confirm that you remain within your pre-set spending limit.
A chance to reflect on whether you are still enjoying the experience or whether fatigue or frustration has altered your enjoyment.
Reduced likelihood of impulsive decisions driven by emotional responses to recent wins or losses.
Physical rest, hydration and refreshment, which all contribute to clearer thinking.

Guests may leave the gaming floor and return at any time, subject to our standard access conditions. Our lobbies, lounges and garden areas provide comfortable break spaces. Team members will never pressure a guest to return to gaming or suggest that a break is inadvisable.

6. Recognising Warning Signs

Gambling remains a positive leisure activity for the great majority of people who choose to participate. However, for some individuals, gambling can begin to have a negative impact on their finances, relationships or overall quality of life. Being able to recognise early warning signs enables timely and effective action.

This list is provided for general awareness purposes. If you recognise several of these patterns in your own behaviour, or in the behaviour of someone you care about, we encourage you to use the support options described in Sections 7, 8 and 9 of this page.

7. Self-Exclusion at Snowgum Hollow Manor

Self-exclusion is a formal arrangement that allows a guest to voluntarily restrict their own access to the gaming facilities at Snowgum Hollow Manor. It is a practical and respected tool for guests who feel that taking a break from gambling would be beneficial.

7.1 How to Apply for Self-Exclusion

Any guest aged 18 or over may apply for self-exclusion at any time. The process is confidential and is managed with care and without judgement. To begin:

Speak in person with a Gaming Host, Duty Manager or member of our Guest Experience team on the hotel premises.
Alternatively, submit a written request to snowgumhollowmanor@hotmail.com with "Self-Exclusion Request" in the subject line. A team member will contact you to complete the process.
You will be asked to provide your full name, date of birth and a recent photograph to enable enforcement. This information is held securely and used only for the administration of your exclusion.
You will be asked to select an exclusion period. Available durations are set out in Section 7.2 below.
On completion, you will receive written confirmation of the terms of your exclusion.

7.2 What Self-Exclusion Covers

Once a self-exclusion is in force:

You will not be permitted to enter or remain in any designated gaming area at Snowgum Hollow Manor for the duration of your exclusion period.
Your details will be shared with relevant team members on a confidential and need-to-know basis to support enforcement.
You remain welcome to use all non-gaming areas of the hotel and resort, including accommodation, dining and event facilities.
Any player rewards or loyalty membership associated with your account will be suspended for the duration of the exclusion.
We will not send you promotional gaming communications for the duration of your exclusion.

7.3 Revocation and Renewal

A self-exclusion cannot be revoked before the end of the chosen period. This restriction is intentional: it ensures that the tool provides meaningful protection rather than a simple on/off switch. At the end of the exclusion period, your access will be reinstated only upon your express written request. If you do not make such a request, your exclusion will remain in effect.

Guests who breach a self-exclusion by entering the gaming floor will be asked to leave. Snowgum Hollow Manor cannot accept responsibility for losses incurred during an unauthorised visit in breach of a self-exclusion agreement, and any such winnings may be withheld in accordance with the terms of the agreement.

7.4 Third-Party Exclusion Requests

An immediate family member or primary carer who has genuine concerns about a named individual may enquire with our Guest Experience team regarding third-party exclusion options. Such requests are assessed on a case-by-case basis and are subject to applicable privacy and consent requirements.

8. Support from Trusted Contacts

Talking openly about gambling with a person you trust can be an important first step toward regaining a sense of control. A trusted contact may be a family member, a close friend, a colleague or any person whose judgement and care you value.

Conversations with a trusted contact can help in the following ways:

Providing an external perspective on patterns of behaviour that may be difficult to assess objectively from within.
Offering accountability: sharing your limits and intentions with another person increases the likelihood that you will honour them.
Giving you someone to contact if you feel the urge to gamble outside of your intended times or beyond your budget.
Providing emotional support that reduces the isolation that can accompany a gambling-related concern.

If you are a family member or friend concerned about the gambling behaviour of someone close to you, consider the following approaches:

Choose a calm, private moment to raise the topic. Avoid confronting the person during or immediately after a gambling session.
Express your concern using specific observations rather than generalisations. Focus on behaviour you have witnessed rather than on character or worth.
Offer to accompany the person in seeking information or support, rather than issuing ultimatums.
Look after your own well-being. Supporting someone through a gambling-related concern can be emotionally demanding. Seek your own support if needed through community services available in Western Australia.

9. Local Responsible Gambling Resources

A range of community-based support services are available in Western Australia and throughout Australia for individuals and families who are affected by gambling-related concerns. These services are provided by government-funded and community organisations and are confidential, non-judgemental and available to all residents regardless of the nature or extent of the concern.

We encourage guests to make use of these services at any stage, whether as a precautionary measure, to seek information, or to access ongoing support. Information about relevant local services can be obtained through the following channels:

State government health and community services: The Western Australian state government publishes guidance and referral pathways for gambling support through its public health and consumer protection agencies. Relevant information is available through official Western Australian government websites.
National Australian resources: The Australian federal government provides information about gambling support services through its relevant national agencies. These resources can be accessed through official Commonwealth of Australia government websites.
Community counselling services: Free and low-cost face-to-face and telephone counselling is available in Perth and across Western Australia through a range of community-based organisations. Your general practitioner or local community health centre can provide a referral or directory of available services in your area.
Financial counselling: If gambling has had an impact on your financial situation, free financial counselling services are available in Western Australia through state and nationally funded programmes. These services can assist with budgeting, debt and access to further support.
Peer and community support: Peer support programmes and community groups exist in Western Australia for people who wish to discuss their gambling with others who have had similar experiences. Your local council or community health service can assist in identifying appropriate groups.

Snowgum Hollow Manor team members can assist you in locating information about local support services upon request. Please approach any Gaming Host, Duty Manager or Guest Services representative in complete confidence.

10. Our Team Members and Their Responsibilities

Every team member at Snowgum Hollow Manor plays a role in maintaining a responsible gambling environment. Team members who work within or adjacent to gaming areas receive specific training that covers the following:

Identification of behavioural indicators that may suggest a guest is experiencing gambling-related distress.
Appropriate and sensitive approaches to initiating a supportive conversation with a guest who may be at risk.
Knowledge of the property's self-exclusion process and how to assist a guest in accessing it.
Awareness of age-verification obligations and the steps to take when a guest's age cannot be confirmed.
Understanding of internal escalation pathways when a situation requires supervisory involvement.

Team members will never encourage a guest to increase their level of play, to continue gambling beyond their stated intentions or to return to gaming after taking a break. Any guest who feels they have been treated in a manner inconsistent with these principles is encouraged to raise a complaint through the process described in Section 11.

11. Responsible Gambling Complaints and Feedback

Snowgum Hollow Manor takes all responsible gambling concerns and complaints seriously. If you feel that our responsible gambling obligations have not been met, or if you have feedback that would help us improve our approach, we welcome your communication.

Complaints or feedback may be submitted by:

Email: snowgumhollowmanor@hotmail.com. Please include "Responsible Gambling Feedback" or "Responsible Gambling Complaint" in the subject line.
Written correspondence: Addressed to the Guest Experience Manager, Snowgum Hollow Manor, Mackay St, Kewdale WA 6105, Australia.
In person: Speak directly with a Duty Manager at any time during your stay.

We will acknowledge all written complaints within 5 business days and provide a substantive response within 20 business days of receipt. If you are not satisfied with our response, you may escalate your complaint to the relevant Western Australian consumer protection or gaming regulatory authority. Information about regulatory contact details is available through official Western Australian government websites.

12. Governing Principles and Review

The responsible gambling practices of Snowgum Hollow Manor are guided by applicable Western Australian and Australian federal legislation and regulatory requirements governing gaming operations. Australian gaming regulators publish guidance and standards for responsible gambling that inform the development and ongoing review of our internal policies and procedures.

This Responsible Gambling page is reviewed at least annually and is updated to reflect changes in applicable law, regulatory guidance and community standards. The current version of this page supersedes all previous versions and applies from the date it is published on snowgumhollowmanor.com.

reserves the right to amend this page at any time. Material changes will be communicated to registered guests by email where practicable.

13. A Final Word from Snowgum Hollow Manor

We want every guest at Snowgum Hollow Manor to have an experience that is enjoyable, memorable and free from harm. Gaming can be a rewarding part of a stay when approached with clear limits, a light spirit and full awareness that it is always optional.

If at any point during your time with us you feel that gambling has stopped being enjoyable, please know that support is available, on this property and in the wider Perth community. You are welcome to speak with any member of our team. No matter the hour, you will be heard with care and without judgement.

Thank you for choosing Snowgum Hollow Manor. We are committed to being a responsible host.