House Rules and Responsible Play Ethics
Photo ID required at the door. No exceptions, no online wagering.
Alderwick House Auckland is a physical on-premises venue — a licensed hotel and entertainment complex where hospitality and integrity go hand in hand. These house rules protect every guest and staff member on our premises.
A code of conduct for everyone on our premises
Alderwick House Auckland is a licensed premises in New Zealand. We operate under a strict code of conduct that governs guest behaviour, responsible play protocols, and the professional standards we hold ourselves to. These guidelines protect the safety of our staff and guests, ensure the fairness of our gaming hall, and maintain the reputation of our physical complex.
By entering Alderwick House Auckland, you agree to follow these standards and act in a way that respects the experience of others. We believe hospitality and integrity go hand in hand, and we expect every visitor to contribute to the atmosphere that makes our venue a welcoming place to stay, dine, and play.
The rules below cover age verification, dress and conduct, responsible play, self-exclusion, gaming fairness, alcohol service, privacy, regulatory compliance, staff interaction, and how to report concerns. They apply across the entire complex — guest rooms, restaurant, bar, and the offline casino floor.
Entry 18+ with valid photo ID
Access to our entertainment complex — specifically the bar and gaming rooms — is strictly limited to individuals aged 18 and over. We require all guests to present a valid form of photo identification, such as a passport or New Zealand driver's licence, upon request.
This physical check is non-negotiable and is performed to ensure compliance with New Zealand law. Our door staff are trained to verify identification on the spot, and checks may happen at any point during your visit — not only at initial entry.
We reserve the right to refuse entry to anyone who cannot provide proof of age or who is attempting to use fraudulent identification. There is no online wagering option at Alderwick House Auckland; the casino floor is an on-site gaming facility available only to guests physically present on our premises.
Smart-casual, respectfully presented
To maintain the premium atmosphere of our venue, we enforce a smart-casual dress code. Guests are expected to be well-presented and to avoid wearing clothing that is torn, offensive, or otherwise inappropriate for a professional hospitality setting.
We maintain a zero-tolerance policy for aggressive or disruptive behaviour. Physical presence in our venue is a privilege, and we will ask any individual who compromises the safety or comfort of others to leave the premises immediately.
If you are unsure whether a particular outfit meets our standard, our front-of-house team is happy to advise before you arrive. A quick call ahead can save an uncomfortable conversation at the door.
Gaming as leisure, not as income
Entertainment should always be a positive experience. We are committed to promoting responsible play within our gaming hall, and we encourage guests to view gaming as a form of leisure — not a way to make money.
We provide tools to help you manage your time and spending, such as setting personal limits or taking scheduled breaks. Our staff are trained to recognise the physical and emotional signs of problem gambling and are available to provide support or direct you to external help services.
If you feel your gaming is becoming a problem, we offer a voluntary self-exclusion programme. This physical agreement prevents you from entering the gaming rooms at Alderwick House Auckland for a specified period. We take this commitment seriously and will enforce the exclusion to support your wellbeing.
Self-exclusion and confidential support
For those who feel their gaming is becoming a problem, we offer a voluntary self-exclusion programme. This physical agreement prevents you from entering the gaming rooms at Alderwick House Auckland for a specified period — you set the duration, and we enforce it. We take this commitment seriously and will uphold the exclusion to support your wellbeing for as long as the agreement is in place.
We also provide contact information for professional guidance and counselling. These services are independent of Alderwick House Auckland and offer confidential support to anyone affected by gambling harm.
0800 654 655
Free, confidential, available 24 hours. Visit gamblinghelpline.co.nz for online resources and local support services.
Fairness and Integrity in Gaming
Our offline casino floor is managed with absolute integrity, ensuring that every guest has a fair chance to play. All equipment is regularly inspected and certified by independent physical auditors to meet New Zealand regulatory standards.
We do not tolerate any form of cheating, collusion, or tampering with our machines or tables. Any guest found to be engaging in such activities will be banned from the venue and may be reported to the relevant authorities for further action.
Alcohol Consumption and Safety
As a responsible host, we monitor the consumption of alcohol across all areas of the complex. We will not serve alcohol to anyone who appears intoxicated, and we reserve the right to remove intoxicated guests from the premises for their own safety and the safety of others.
We encourage the use of our on-site accommodation or Auckland's local transport options for those who have been drinking. Our staff manage these situations with care and professionalism.
Privacy and Respect for Others
We ask all guests to respect the privacy of their fellow visitors. The use of cameras and recording devices is strictly prohibited in the gaming hall and other sensitive areas. We aim to create a space where everyone can relax without the fear of being filmed or photographed.
Respectful physical distance should be maintained between guests, particularly at the gaming tables and machines, to ensure a comfortable environment for all.
Full compliance with Auckland Council and New Zealand law
Alderwick House Auckland operates in full compliance with all Auckland Council and New Zealand government regulations. This includes fire safety standards, health and safety requirements, and smoking ordinances. Smoking is only permitted in designated outdoor areas, and we ask guests to follow all posted signage regarding physical safety.
Our venue is regularly inspected to ensure that these standards are being met, providing you with a secure place to visit and stay. We hold our licensed premises status seriously and cooperate fully with all regulatory bodies.
Treat staff with courtesy and respect
Our staff are here to ensure you have a pleasant stay, and we expect them to be treated with courtesy and respect. Any form of harassment or abuse directed at our employees will result in immediate removal from the venue and a permanent ban.
We believe in fostering a physical workplace that is safe and welcoming for our team, which in turn allows them to provide the best possible service to you. If you have a concern, please address it calmly with a member of management.
Speak to our security or management team
If you witness any behaviour that violates our house rules or makes you feel unsafe, please report it to our security or management team immediately. We take all reports seriously and will investigate them in person to resolve the issue as quickly as possible.
Your feedback helps us maintain the high standards that Alderwick House Auckland is known for. By working together, we can ensure that our complex remains a premier destination for everyone.
One standard for every guest, every visit
Entry restricted to guests aged 18+ with valid photo ID
Smart-casual dress code enforced throughout the venue
Gaming treated as leisure, with personal limit tools
Voluntary self-exclusion programme available on request
Zero tolerance for cheating, collusion, or tampering
No cameras or recording devices in the gaming hall
Alcohol service monitored; intoxicated guests removed
Full compliance with Auckland Council regulations
Related venue guidelines and policies
These house rules work alongside our full policies on privacy, cookies, and terms of service. For a broader overview of what to expect during your visit, our visitor guide covers practical details about the venue, dress expectations, and the facilities available on site.
Speak with our management team
If you have a question about these house rules, want to discuss a self-exclusion arrangement, or need to report a concern before your visit, our team is available around the clock.
Level 2, 11 Customs Street East, Auckland Central, Auckland 1010, New Zealand
Strictly 18+. Alderwick House is a physical hotel and entertainment venue in Auckland, New Zealand. Casino and gaming facilities are available on our premises only to guests aged 18+ with valid photo ID. We do not offer online wagering, remote betting, mobile gambling apps or any internet-based gambling products. Gamble responsibly.
If gambling is a problem, call the New Zealand Gambling Helpline on 0800 654 655 or visit gamblinghelpline.co.nz. Information on this site describes our venue and hospitality services only.