Responsible Gambling Policy

This Responsible Gambling Policy is provided by , located at , the operator of Merovellangrandlodge. We are committed to providing a safe, enjoyable, and responsible gaming environment for all of our guests.

Our Commitment

At Merovellangrandlodge in Beechworth, we believe that gambling should always be a form of entertainment — fun, recreational, and within your personal limits. We take our responsibility to our guests and the wider community seriously, and we are deeply committed to promoting safe gambling practices at every level of our operation.

We understand that for some individuals, gambling can become more than just entertainment. That is why we have put in place a comprehensive framework of tools, resources, and trained staff members dedicated to helping guests maintain control over their gambling behaviour. You are never alone, and we are here to support you every step of the way.

Our commitments include:

  • Training all relevant staff to identify signs of problem gambling and respond with compassion and professionalism.
  • Displaying responsible gambling information prominently throughout our premises and on this website.
  • Providing access to self-exclusion programs and other support tools free of charge.
  • Refusing service to anyone who appears to be gambling beyond their means or showing signs of distress.
  • Collaborating with local and national organisations dedicated to gambling harm prevention.
  • Continuously reviewing and improving our responsible gambling practices in line with best-practice standards.

18+ Age Policy

Gambling at Merovellangrandlodge is strictly restricted to guests who are 18 years of age or older. This is both a legal requirement under Victorian law and a moral obligation we take very seriously. We have a zero-tolerance policy when it comes to underage gambling.

To protect young people, we take the following measures:

  • All guests wishing to access our gaming facilities must provide valid, government-issued photo identification confirming they are aged 18 or above.
  • Our staff are trained to request identification from any guest who appears to be under the age of 25, as a precautionary measure.
  • Minors are not permitted in designated gambling areas at any time.
  • Any individual found to be under 18 and gambling on our premises will be removed immediately, and the appropriate authorities will be notified if required.

If you are under 18, please do not attempt to access our gaming facilities. If you are a parent or guardian concerned about a young person's gambling activity, we encourage you to reach out to one of the support services listed below.

Recognising the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or financial situation. It often develops gradually, and many people do not realise they have a problem until it has significantly impacted their life. Recognising the warning signs early is one of the most important steps toward getting help.

You may be experiencing problem gambling if you notice any of the following signs in yourself:

  • Spending more time or money on gambling than you originally intended.
  • Feeling restless, irritable, or anxious when you try to reduce or stop gambling.
  • Chasing losses — continuing to gamble in an attempt to win back money you have lost.
  • Neglecting work, family, social, or personal responsibilities due to gambling.
  • Borrowing money, selling possessions, or engaging in dishonest behaviour to fund gambling.
  • Feeling the need to keep your gambling habits secret from family or friends.
  • Using gambling as a way to escape from stress, anxiety, depression, or other emotional difficulties.
  • Repeatedly making unsuccessful attempts to cut down or stop gambling.
  • Continuing to gamble despite knowing it is causing harm to yourself or those around you.

If any of these signs resonate with you, please know that help is available and that reaching out is a sign of strength, not weakness. Our staff are always ready to speak with you privately and without judgement.

Friends and family members may also notice signs in a loved one, such as unexplained financial difficulties, mood swings, secrecy, or withdrawal from everyday activities. If you are concerned about someone close to you, please do not hesitate to seek advice from one of the support services listed in this policy.

Self-Exclusion and Responsible Gambling Tools

We offer a range of practical tools and programmes to help you stay in control of your gambling. These tools are available to all guests, free of charge, and can be accessed at any time without judgement.

Self-Exclusion Programme

Self-exclusion allows you to voluntarily ban yourself from accessing gambling facilities at Merovellangrandlodge for a defined period of time. This is a powerful and effective tool for those who feel they need a break from gambling or wish to stop altogether.

  • Self-exclusion can be requested for periods ranging from a short-term break to a permanent exclusion.
  • Once self-exclusion is in place, our staff will take steps to ensure you are prevented from accessing gaming areas.
  • To initiate self-exclusion, please speak confidentially with a member of our management team or visit our Guest Services desk.
  • You may also be eligible to self-exclude across multiple venues through the BetStop — the National Self-Exclusion Register operated by the Australian Communications and Media Authority (ACMA). Visit www.betstop.gov.au or call 1800 238 786 for more information.

Cooling-Off Periods

If you feel you need a temporary break from gambling but are not ready for formal self-exclusion, you can request a cooling-off period. During this time, access to gambling facilities will be suspended, giving you the space to reflect and make considered decisions about your gambling.

Spend Limits and Time Limits

We encourage all guests to set personal spending and time limits before they begin gambling. Our staff can assist you in putting these limits in place. Sticking to predetermined limits is one of the most effective ways to keep gambling enjoyable and within your means.

Reality Checks

Our staff are empowered to approach guests in a respectful and compassionate manner if they are concerned about their wellbeing. These reality check conversations are conducted privately and are designed to support, not judge.

Exclusion of Intoxicated Persons

In line with our duty of care, we reserve the right to refuse gambling access to any guest who appears to be impaired by intoxicating substances or otherwise unable to make clear decisions, as intoxication can impair judgement and contribute to harmful gambling behaviour.

Support Services and Helplines

If you or someone you care about needs help with gambling-related issues, please reach out to one of the following organisations. All services listed below offer free, confidential, and non-judgmental support. Asking for help is one of the bravest things you can do.

Australian Support Services

  • Gambling Help Online (Australia)
    Free counselling and support for Australians affected by gambling.
    Website: www.gamblinghelponline.org.au
    Phone: 1800 858 858 (24 hours, 7 days a week)
  • Lifeline Australia
    Crisis support and suicide prevention services.
    Website: www.lifeline.org.au
    Phone: 13 11 14 (24 hours, 7 days a week)
  • Beyond Blue
    Mental health support, including anxiety and depression related to gambling harm.
    Website: www.beyondblue.org.au
    Phone: 1300 22 4636 (24 hours, 7 days a week)
  • MensLine Australia
    Telephone and online support for men with personal concerns, including gambling issues.
    Website: www.mensline.org.au
    Phone: 1300 78 99 78 (24 hours, 7 days a week)
  • Financial Counselling Australia
    Free financial counselling for those experiencing gambling-related financial difficulties.
    Website: www.financialcounsellingaustralia.org.au
    National Debt Helpline: 1800 007 007
  • BetStop — National Self-Exclusion Register
    Register to self-exclude from all licensed Australian online wagering services.
    Website: www.betstop.gov.au
    Phone: 1800 238 786

Victorian Support Services

  • Gambler's Help
    Free counselling and support services for Victorians and their families affected by gambling.
    Website: www.gamblershelp.com.au
    Phone: 1800 858 858 (24 hours, 7 days a week)
  • Victorian Responsible Gambling Foundation
    Education, research, and support resources for responsible gambling in Victoria.
    Website: www.responsiblegambling.vic.gov.au
    Phone: 1800 858 858

International Support Services

  • GamCare (United Kingdom)
    Free information, support, and counselling for people affected by problem gambling.
    Website: www.gamcare.org.uk
    National Gambling Helpline: 0808 8020 133 (24 hours, 7 days a week)
  • BeGambleAware (United Kingdom)
    Independent resources and referral services to help people make informed decisions about gambling.
    Website: www.begambleaware.org
    National Gambling Helpline: 0808 8020 133 (24 hours, 7 days a week)
  • National Council on Problem Gambling — NCPG (United States)
    Resources, advocacy, and a national helpline for individuals affected by problem gambling.
    Website: www.ncpgambling.org
    National Problem Gambling Helpline: 1-800-522-4700 (24 hours, 7 days a week)
  • Gamblers Anonymous (International)
    A fellowship of men and women who share their experience and support one another in recovery from gambling problems.
    Website: www.gamblersanonymous.org

Contact Us

If you have any questions about our Responsible Gambling Policy, wish to access self-exclusion options, or simply need to speak with someone, please do not hesitate to contact us. Our team is here to help you, and all conversations will be handled with complete confidentiality and respect.


You can also visit our Guest Services desk in person, where a trained staff member will be happy to assist you. Remember — there is no shame in asking for help. We care about your wellbeing, and we are proud to walk alongside you on your journey toward safer gambling.