Our Commitment to Responsible Gambling

At Xelmoriaregalstay, we believe that gambling should always be an entertaining and enjoyable experience. We deeply care about the well-being of our guests, and we recognize that for some individuals, gambling can become a source of harm. Our commitment to responsible gambling is unwavering, and we take every reasonable step to ensure that our gaming environment remains safe, transparent, and supportive.

We are dedicated to:

• Promoting responsible gambling practices across all of our gaming facilities and digital platforms.
• Providing clear, honest, and accessible information about the risks associated with gambling.
• Supporting guests who may be experiencing gambling-related difficulties with empathy, discretion, and practical assistance.
• Training our staff to identify signs of problem gambling and to respond with care and professionalism.
• Cooperating fully with regulatory authorities and recognized responsible gambling organizations.
• Continuously reviewing and improving our responsible gambling measures in line with best practices.

We want every guest to enjoy our facilities responsibly. Gambling is a form of entertainment — it should never be viewed as a way to make money or to escape personal problems. We encourage all guests to set personal limits before they play and to stay within those limits at all times.

18+ Age Policy — No Minors Permitted

Xelmoriaregalstay operates a strict minimum age policy. You must be 18 years of age or older to participate in any form of gambling at our casino facilities or through any of our digital gaming platforms. This policy is not merely a formality — it is a legal requirement and a moral obligation that we take with the utmost seriousness.

We are committed to preventing underage gambling by:

• Requiring valid, government-issued photo identification from any guest who appears to be under the age of 25 before granting access to gaming areas.
• Training all staff members to consistently and confidently request proof of age when necessary.
• Refusing entry or participation to any individual who cannot provide satisfactory proof of age.
• Displaying prominent signage throughout our casino and hotel gaming areas reminding guests of the 18+ requirement.
• Implementing digital age-verification procedures for any online or digital gaming offerings.

Acceptable forms of identification include a valid passport, driver's licence, provincial ID card, or any other government-issued document that clearly displays your date of birth and photograph. We kindly ask all guests to carry valid ID at all times while on our premises.

If you are aware of a minor attempting to access our gaming facilities, please notify a member of our staff immediately. We are grateful for your assistance in keeping our environment safe for everyone.

Recognizing the Signs of Problem Gambling

Problem gambling can affect anyone, regardless of age, background, or experience. It often develops gradually, and many people do not recognize the warning signs until gambling has already begun to affect their daily life. We want you to know that there is absolutely no shame in seeking help — doing so is a sign of strength, not weakness.

Please take a moment to reflect on the following questions. If you answer "yes" to one or more of them, it may be time to reach out for support:

• Do you find yourself spending more money or more time gambling than you originally intended?
• Have you tried to cut back or stop gambling, but found it difficult or impossible to do so?
• Do you think about gambling frequently, even when you are not playing?
• Are you gambling to escape feelings of stress, anxiety, sadness, or other emotional difficulties?
• Have you ever lied to family members, friends, or colleagues about your gambling habits or losses?
• Have you borrowed money, sold possessions, or engaged in dishonest behavior in order to fund your gambling?
• Have you neglected work, school, family, or personal responsibilities because of gambling?
• Do you feel irritable, restless, or anxious when you are not able to gamble?
• Do you find yourself chasing losses — gambling more in an attempt to win back money you have lost?
• Have loved ones expressed concern about your gambling behavior?

If any of these questions resonate with you, please know that help is available, and you do not have to face this alone. Our team at Xelmoriaregalstay is here to support you, and a wide range of professional resources are just a phone call or click away.

Tips for Keeping Gambling Enjoyable

• Set a strict budget before you begin playing and never exceed it.
• Treat any money spent gambling as the cost of entertainment, not as an investment.
• Set a time limit for your gambling sessions and stick to it.
• Never gamble when you are feeling emotionally vulnerable, stressed, or under the influence of intoxicating or impairing substances.
• Take regular breaks during your gaming sessions.
• Balance gambling with other leisure activities and social pursuits.
• Never borrow money to gamble.

Self-Exclusion Tools and Player Protection Measures

We understand that sometimes the most responsible decision a person can make is to take a break from gambling. Xelmoriaregalstay offers a range of practical tools and measures to help our guests stay in control of their gambling activity. We encourage all guests to make use of these tools proactively — you do not need to be experiencing a serious problem to benefit from setting limits.

Self-Exclusion Program

Our self-exclusion program allows guests to voluntarily exclude themselves from our casino and gaming facilities for a defined period of time. Self-exclusion is a powerful and confidential tool available to anyone who feels they need a break from gambling. Once enrolled, you will be prohibited from accessing gaming areas at Xelmoriaregalstay for the duration of your chosen exclusion period.

To apply for self-exclusion, please speak privately with a member of our Guest Services team, contact our Responsible Gambling Coordinator directly, or approach our casino floor management at any time. All requests are handled with complete discretion and respect for your privacy.

Available self-exclusion periods include:

• Six months
• One year
• Three years
• Five years
• Permanent (lifetime) exclusion

Please note that once a self-exclusion period has begun, it cannot be revoked before its expiry date. We take this commitment very seriously in order to protect your best interests.

Ontario's Voluntary Self-Exclusion Program (VSE)

In addition to our in-house program, Ontario residents may also access the provincial Voluntary Self-Exclusion (VSE) program administered by the AGCO, Ontario's gaming regulator. This program enables individuals to self-exclude from all regulated gaming facilities across the province of Ontario. For more information, please visit the AGCO website or speak with our Responsible Gambling Coordinator.

Deposit and Spending Limits

For guests using any of our digital or online gaming platforms, we offer the ability to set daily, weekly, or monthly deposit and spending limits. We strongly encourage all players to establish these limits before beginning play. Limits can be decreased at any time and will take effect immediately. Requests to increase limits are subject to a mandatory waiting period to ensure that decisions are made thoughtfully and without impulsivity.

Reality Checks and Session Reminders

Our digital gaming platforms include optional session reminder alerts that notify you of how long you have been playing and how much you have spent. These gentle reminders help you stay mindful of your activity and make informed decisions about whether to continue playing.

Temporary Cool-Off Periods

If you feel you need a short break without committing to a formal self-exclusion period, you may request a temporary cool-off period ranging from 24 hours to 30 days. During this time, your access to gaming services will be suspended. Please speak with our Guest Services team or contact our Responsible Gambling Coordinator to arrange this.

Account Closure

You have the right to close any digital gaming account associated with Xelmoriaregalstay at any time. If you wish to do so, please contact our support team. All outstanding balances will be returned to you promptly upon closure, subject to our standard terms and conditions.

Help Is Available — Helplines and Support Resources

If you or someone you care about is struggling with gambling, please reach out for help. Asking for support is one of the bravest things you can do. The following organizations offer free, confidential, and non-judgmental assistance to anyone affected by problem gambling. Help is available 24 hours a day, 7 days a week.

Canadian and Ontario Resources

• ConnexOntario — Problem Gambling Helpline
  Phone: 1-888-230-3505
  Website: www.connexontario.ca
  Free, confidential health services information for Ontario residents. Available 24/7 by phone, chat, and email.
• Responsible Gambling Council (RGC) — Canada
  Phone: 1-866-531-2600
  Website: www.responsiblegambling.org
  An independent non-profit organization dedicated to problem gambling prevention across Canada.
• Problem Gambling Institute of Ontario (PGIO)
  Website: www.problemgambling.ca
  Provides clinical resources, research, and education for problem gambling treatment professionals and those seeking help in Ontario.
• AGCO, Ontario's gaming regulator
  Website: www.agco.ca
  The regulatory authority for gaming in Ontario, offering information on responsible gambling and self-exclusion programs.

National and International Resources

• National Council on Problem Gambling (NCPG) — United States
  National Problem Gambling Helpline: 1-800-522-4700
  Text: Send "HELPLINE" to 233459
  Chat: www.ncpgambling.org
  Available 24 hours a day, 7 days a week. Connects callers to local counseling and treatment resources across the United States and beyond.
• GamCare — United Kingdom
  National Gambling Helpline: 0808 8020 133 (free from UK landlines and mobiles)
  International callers: +44 808 8020 133
  Website: www.gamcare.org.uk
  Provides information, advice, and support for anyone affected by problem gambling. Online chat available on the website.
• BeGambleAware — United Kingdom
  National Gambling Helpline: 0808 8020 133
  International callers: +44 808 8020 133
  Website: www.begambleaware.org
  Offers free tools, guidance, and support to help people make informed decisions about their gambling and find help when needed.
• Gamblers Anonymous — International
  Website: www.gamblersanonymous.org
  A worldwide fellowship of men and women who share their experience, strength, and hope with each other in order to solve their common problem with compulsive gambling. Meetings available in many countries and online.
• Gam-Anon — Support for Family and Friends
  Website: www.gam-anon.org
  A support program for the families and close friends of compulsive gamblers. You are not alone, and support is available for those who love someone struggling with problem gambling.

Crisis and Mental Health Support

• Crisis Services Canada
  Phone: 1-833-456-4566
  Text: Send "HELLO" to 686868 (available 4pm–12am ET)
  Website: www.crisisservicescanada.ca
  Available 24/7 for anyone in distress or crisis, including those affected by gambling-related difficulties.
• Talk Suicide Canada
  Phone: 1-833-456-4566
  Text: 45645
  Immediate crisis support available 24 hours a day, 7 days a week across Canada.

You are never alone. Whether you are concerned about your own gambling, the gambling of someone you love, or simply want more information, please do not hesitate to use these resources or to speak directly with our team at Xelmoriaregalstay. We are here for you.

Contact Our Responsible Gambling Team

If you would like to speak with a member of our Responsible Gambling team in person, you are welcome to approach any member of our Guest Services or casino management staff at any time. All conversations are handled with complete confidentiality and respect.

You may also reach us in writing at:

We are committed to responding to all responsible gambling inquiries promptly and with the care they deserve. Your well-being is our highest priority.

This policy was last reviewed and updated in 2025. reserves the right to amend this policy at any time in accordance with applicable laws and regulatory requirements.