Account Closure
App Account Closure and Data Deletion
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Grand Casino is subject to data retention and deletion obligations in accordance with New Zealand law, including the Anti-Money Laundering and Countering Financing of Terrorism Act 2009, the Gambling Act 2003, and the Privacy Act 2020.
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Self-Exclusion
Self-Exclusion
Self-exclusion is a voluntary action you can take if you feel you want to control your gambling by excluding yourself from the casino.
Grand Casino Identified Exclusion
Grand Casino Identified Exclusion is a formal directive issued by a casino that prohibits an individual from entering or remaining in any part of the casino premises. It is part of responsible gaming measures to ensure the well-being of individuals who may exhibit problem gambling behaviours.
The exclusion has conditions you must meet to gain re-entry. This is a very serious step for Grand Casino to take, so it will not be taken lightly.
For more information, please view our Grand Casino Exclusion Information Sheet.
Self-Exclusion
What does Self-Exclusion mean?
Self-Exclusion occurs when a customer requests to be excluded from gaming activities for various reasons. For example, a customer may self-identify as a problem gambler or choose to limit opportunities for harm.
How do I exclude myself?
If you feel gambling is becoming an issue, you can request a Self-Exclusion. Simply fill out a form at the casino or contact our responsible gaming team for help.
What happens once I exclude myself?
After you’ve applied for self-exclusion, you’ll be restricted from entering the casino for a set time—usually from several months to up to 2 years. The length of the exclusion is agreed upon when you make the request.
Can I cancel or change my self-exclusion?
No, once the exclusion is in place, it can’t be changed until the time period is over. Once the exclusion ends, you can apply to re-enter the casino if you choose.
Casino Exclusion
What does Grand Casino Identified Exclusion mean?
Grand Casino Identified Exclusion is undertaken where a problem gambler does not take up Self-Exclusion and Grand Casino determines that the customer, his or her family or wider community is, or may be, experiencing harm because of that person’s gambling behaviour. Grand Casino imposes such an exclusion when it has been determined that the customer is a problem gambling (in line with the definitions of the Act) and unable to continue gambling without further harm.
What is third-party exclusion or concerned about someone you know and their gambling?
If someone you care about is struggling with gambling, you can request an exclusion on their behalf. We welcome concerns about a person’s gambling brought to us by their relatives, friends or other associates. Such concerns are taken very seriously, and we will investigate and take appropriate action. Your confidentiality is assured, and we do not need to disclose information to the person who may be experiencing gambling-related harm in order to take action.
Please contact us directly on:
P: (03) 477 4545
What if I enter the casino while excluded?
If you try to enter the casino while under an exclusion, our security team will remove you. It’s also against the law, so there may be penalties like extended exclusion periods or trespass.
Can I exclude myself from all casinos in New Zealand?
Yes! You can request a national exclusion, which means you’ll be excluded from all casinos in New Zealand, not just one.
Contact us
We are here to help.
A Host Responsibility team member is available on-site from 12PM – 12AM Sun-Mon | 12PM – 2AM Fri-Sat
If you would like more information on Grand Casino’s Host Responsibility policies or exclusion options, please contact us:
Phone: 03 477 4545 (0800 477 4545)