Umfolozi Casino Responsible Gaming Policy

Official responsible gaming guidelines and support procedures for Umfolozi Casino guests.

This policy sets out the responsible gaming framework applied at Umfolozi Hotel Casino & Convention Resort, located at 2 Copper Drive, Kuleka, Empangeni, KwaZulu-Natal, South Africa. As part of the Peermont Hotels, Gaming and Resorts group, the casino supports the National Responsible Gambling Programme and provides information, procedures and referral pathways for guests who may be affected by problem gambling.

1. Purpose and Scope

This policy applies to all gaming activities conducted on the premises of Umfolozi Casino. It defines recreational gaming, outlines warning signs of gambling-related harm, describes available support services, and explains the self-exclusion process.

All guests participating in gaming activities are subject to the terms of this policy and must comply with South African gambling legislation, including the minimum age requirement of 18 years.

2. Definition of Recreational Gaming

For the purposes of this policy, recreational gaming is regarded as low-risk entertainment in which a guest:

Sets and adheres to personal spending limits before entering the gaming floor.
Treats money spent on gaming as an entertainment cost, not an investment or income source.
Does not rely on financial gain as the primary motivation for gaming.
Maintains control over the time and money allocated to gaming activities.

Recreational gaming is intended as a leisure activity. Guests are responsible for monitoring their own behaviour and recognising when gaming ceases to be recreational.

3. Warning Signs of Problem Gambling

The following questions serve as a self-assessment checklist. Guests who answer “yes” to any of these questions are urged to seek help immediately:

Have you asked, or do you plan to ask, family members or friends for money to resolve a financial crisis caused by gambling?
Do you spend money on gaming that is needed for essential family maintenance or household expenses?
Do you regularly gamble with money you cannot afford to lose?
Do you find that you need to increase the size of your bets to achieve the same level of excitement?

These indicators are not exhaustive. Any pattern of behaviour in which gambling causes financial, emotional or social harm warrants professional assessment.

4. Support and Counselling Services

Umfolozi Casino directs guests to the National Responsible Gambling Programme, which is administered by the South African Responsible Gambling Foundation. This programme integrates education, research and treatment services and is available free of charge to all individuals affected by problem gambling.

4.1. Contact Channels

Toll-free counselling line: 0800 006 008 (available 24 hours a day, 7 days a week)
WhatsApp or SMS: Send “HELP” to 076 675 0710
Email: [email protected]
International callers: +27 21 674 5830

All counselling is confidential. Trained counsellors provide telephonic support and can refer callers to face-to-face treatment through a country-wide professional network at no cost.

4.2. Nature of Services

The National Responsible Gambling Programme offers:

Immediate telephonic counselling and crisis intervention.
Referrals to accredited treatment professionals for ongoing therapy.
Information on self-exclusion and other harm-reduction measures.
Support for family members and others affected by a guest’s gambling behaviour.

Guests are encouraged to contact the helpline at any stage, whether they are uncertain about their gambling behaviour or are experiencing acute distress.

5. Self-Exclusion Procedure

Self-exclusion is a formal process by which a guest requests to be prohibited from entering or participating in gaming activities at Umfolozi Casino and, where applicable, other licensed gambling venues in South Africa.

5.1. Initiating Self-Exclusion

A guest who wishes to self-exclude must approach the security department and complete the required self-exclusion forms. The forms will be submitted to the relevant Provincial Licensing Authority and the National Gambling Board for record-keeping and enforcement.

5.2. Duration and Conditions

The minimum self-exclusion period is six months.
During this period, the excluded guest may not participate in any gambling activities on the premises.
The guest is required to undergo treatment or counselling with a professional recognised by the South African Responsible Gambling Foundation.
Non-compliance with the self-exclusion order may result in denial of access to the property and, in certain cases, trespassing charges.

5.3. Upliftment of Self-Exclusion

Self-exclusion may only be lifted after the minimum six-month period has elapsed and the guest provides proof of counselling or treatment with a South African Responsible Gambling Foundation treatment professional. Requests for upliftment are reviewed on a case-by-case basis in accordance with regulatory requirements.

6. Age Restriction and Identification

All guests must be 18 years of age or older to enter the gaming floor or participate in any gambling activity. The casino reserves the right to request valid photographic identification at any time. Guests who cannot provide proof of age will be refused entry.

7. Responsibilities of the Casino

In relation to responsible gaming, Umfolozi Casino will:

Display responsible gaming messaging prominently on the premises and on the official website.
Provide information on the National Responsible Gambling Programme helpline and support services.
Process self-exclusion requests promptly and submit all required documentation to the relevant authorities.
Train staff to recognise signs of problem gambling and to direct guests to appropriate resources.
Comply with all applicable South African gambling legislation and regulatory directives.

On-site counselling or treatment services are not provided. The role of the casino is limited to providing information, making referrals and enforcing self-exclusion orders as required by law.

8. Guest Responsibilities

Guests are responsible for:

Setting personal limits on time and money spent on gaming.
Monitoring their own behaviour and recognising warning signs of problem gambling.
Seeking help from the National Responsible Gambling Programme or other professional services if they believe their gambling is causing harm.
Complying with self-exclusion orders and other responsible gaming measures.
Ensuring that all information provided in self-exclusion or other formal requests is accurate and complete.

9. Contact Information

For enquiries related to this responsible gaming policy, self-exclusion procedures, or to request printed copies of this document, contact:

Umfolozi Hotel Casino & Convention Resort
2 Copper Drive, Kuleka, Empangeni, KwaZulu-Natal, South Africa
Telephone: +27 (0)35 787 8200
Email: [email protected]

For immediate counselling and support, contact the National Responsible Gambling Programme on 0800 006 008.

This policy is reviewed periodically to maintain alignment with regulatory requirements and best practices in responsible gaming. Guests are advised to check the official website at umfolozicasino.co.za for the most current version of this document.