SOFTSWISS says it handled 16,000 responsible gambling cases in 2025 — a volume that underlines both the scale of play and the pressure on operators to intervene early. For New Zealanders, the signal is clear: the same vigilance is needed here, especially around gaming machines in pubs, clubs, and online environments that look and feel like pokies.
The headline number is useful, but what matters for players is what changed — more timely checks, better tools, and faster pathways to help. Below we translate that into NZ context, grounded in the Gambling Act and practical harm minimisation.
How big is “16,000 cases” — and why should NZ players care?
A case count at this level points to a mature responsible gambling programme that is finding and acting on risk signals at scale. For Kiwi players, it shows that persistent monitoring, joined-up tools, and clear pathways to the gambling helpline can catch problems before they escalate.
According to industry reports, SOFTSWISS tracked and intervened in 16,000 instances where play, payments, or contacts raised red flags in 2025. Case volumes do not equal prevalence, but they reflect the operational reality that many gamblers benefit from nudges, spending limits, and the self exclusion process when gambling behaviour drifts. The lesson for Aotearoa: the vast majority of players use gambling as entertainment, yet problem gambling remains a real risk when checks are weak or fragmented.
- Summary: Large case volumes show the system working — risk is being surfaced and handled.
- Definition: A “case” typically means a review triggered by behaviour, a customer request, or venue staff observations that may lead to advice, limits, time-outs, or exclusion.
Follow-ups:
- Does 16,000 mean more harm? Not necessarily; it can mean better detection.
- Is NZ comparable? Patterns differ, but the need for responsible gambling controls is universal.
- What should players do? Set limits early and talk to the gambling helpline if concerned.
- Where can I learn more? Browse education on 101rtp.
What does NZ’s Gambling Act require for harm minimisation?
New Zealand’s Gambling Act embeds harm minimisation in law for casinos and class 4 venues, requiring a responsible host policy, trained venue staff, signage, and the self exclusion process. These are baseline obligations designed to minimise harm and support customers.
Operators and venue managers must maintain policies for identifying problem gamblers, record interventions, and offer gambling support — including directing people to the gambling helpline and the Māori Gambling Helpline. The Gambling Commission provides an appeals and oversight function for licensing matters, while the Department of Internal Affairs enforces compliance and issues guidance on responsible gaming and harm minimisation. These frameworks exist to protect people, even as gambling remains a legal form of entertainment with clear rules on integrity and fairness.
- Summary: The Gambling Act makes harm minimisation a duty, not an option.
- Definition: Harm minimisation refers to policies and practices that reduce the harmful effects of gambling, including staff interventions, exclusions, and information to support customers.
Follow-ups:
- Who sets policy? Parliament via the Gambling Act; DIA issues guidance and enforces.
- What if a venue fails? DIA can sanction; licensing decisions can be reviewed by the Gambling Commission.
- Is online covered? NZ-based remote gambling is restricted; overseas sites still need responsible gambling controls.
- Where to check rules? See DIA.
Where do gaming machines fit into NZ’s problem gambling risk?
Gaming machines are fast-cycle products with rapid stakes and outcomes, which increases the risk for problem gamblers compared with slower forms of play. That is why venue staff training, responsible host practices, and clear access to the gambling helpline matter so much in pubs and clubs.
In New Zealand, gaming machines — often called pokies — sit in a community setting where many gamblers play casually. The vast majority treat them as entertainment, but people with early signs can escalate quickly when chasing losses or playing longer than intended. Visible host responsibility, enforced breaks, and the self exclusion process are practical harm prevention pillars. For online analogues of gaming machines, the same responsible gaming toolkit applies: deposit and loss limits, cooling-off periods, and easy links to gambling support.
- Summary: Gaming machines demand stronger early-warning and intervention practices.
- Definition: Problem gambling refers to gambling that compromises, disrupts, or damages personal, family, or vocational pursuits.
Follow-ups:
- Are online pokies different? Same risk mechanics, different context and tools — see pokies.
- Who helps in-venue? Trained venue staff under a responsible host policy.
- What about help lines? Use the gambling helpline; Māori Gambling Helpline is available.
- Is there a directory? See our NZ-facing casinos overview for responsible gaming features.
Pros of operator-led responsible gambling programmes
When done well, responsible gambling programmes provide timely nudges, easy limits, and quick routes to the gambling helpline. Below are practical upsides for players and communities.
- Early detection of risky gambling behaviour through data and staff observations.
- Clear, guided self exclusion process — often up to two years in NZ venues.
- Consistent, visible responsible host actions that normalise taking care.
- Seamless signposting to the gambling helpline and Māori Gambling Helpline.
- Better record-keeping that supports support staff and audits.
- More education on odds, limits, and harm prevention.
The upshot: effective programmes reduce gambling harm without blocking legitimate play for most customers.
Cons and challenges of operator-led programmes
There are trade-offs and tensions to acknowledge, especially around privacy and consistency.
- False positives can disrupt play for individuals who are in control.
- Variable standards across venues and operators create confusion.
- Limited resourcing for venue staff can undermine taking care in busy periods.
- Offshore platforms may lack NZ-specific pathways to the gambling helpline.
- Data rules can constrain identifying problem gamblers at the right time.
The takeaway: the policy intent is right, but execution must be resourced and measured to ensure protection without undue friction.
Which tools work best — from the self exclusion process to a responsible host?
Practical tools matter more than slogans. The self exclusion process, staff-led checks, and automated triggers together provide a layered approach to harm minimisation and harm prevention.
A robust self exclusion process lets a person stop access to games across venues or a platform, usually for a defined period, while a responsible host policy ensures venue staff recognise signs, start a respectful conversation, and connect the person with the gambling helpline. Online, responsible gaming features — spend limits, timeouts, and reality checks — reinforce taking care with prompts and clear choices.
- Summary: Combine exclusions, host responsibility, and digital limits for best results.
- Definition: A responsible host policy sets out how staff identify risk, intervene, and record outcomes.
How do you start the self exclusion process if you play online?
Use the account tools to request exclusion or contact support staff to initiate it. If a site lacks clear controls, consider switching providers and contact the gambling helpline for immediate gambling support.
What should venue staff do when identifying problem gamblers?
Venue staff should observe signs (extended sessions, agitation, repeated top-ups), approach discreetly, document the contact, and offer information about the gambling helpline and Māori Gambling Helpline. Taking care is about respect, privacy, and clear options.
What does “taking care” look like in real venues?
It means offering water and a break, checking in on customers who show signs, and walking through the self exclusion process if requested. Taking care also includes follow-up information and visible signage for the gambling helpline.
Follow-ups:
- Can exclusions be reversed? Typically not during the agreed period.
- Are multi-venue exclusions available? Yes in many areas — ask venue staff.
- Does online have time-outs? Most platforms do; look under responsible gaming.
- Unsure where to start? Call the gambling helpline for step-by-step advice.
How can operators identify problem gamblers without overreach?
Responsible gaming depends on careful, proportionate monitoring. Use clear triggers (net losses, session length, declined payments), combine them with human checks, and always provide routes to the gambling helpline.
Identifying problem gamblers should be grounded in observable gambling behaviour and policy thresholds, not guesswork. Operators can add friction — like cooling-off prompts — when patterns shift, while making it simple for customers to choose limits. Training is crucial so support staff and venue teams act consistently as a responsible host, focusing on harm minimisation and harm prevention rather than judgement. Documentation supports audits and builds a foundation for consistency across sites and venues.
- Summary: Let data flag risk, let people handle conversations, and keep help options front and centre.
- Definition: Responsible gaming is the set of tools and policies that help customers stay in control and access gambling support.
Follow-ups:
- What if customers refuse help? Record the contact, provide details for the gambling helpline, and monitor.
- How to avoid bias? Use transparent thresholds and scripts.
- Can tech replace staff? No — combined approaches work best.
- What if signs escalate? Offer exclusion and connect to the Māori Gambling Helpline.
Where can New Zealanders get free gambling support today?
Help is available 24/7. The gambling helpline offers confidential advice, and the Māori Gambling Helpline provides culturally grounded support. Both can walk you through limits, the self exclusion process, and next steps for counselling.
If you are concerned about your own actions or about friends and whānau, contact the gambling helpline promptly. Many gamblers delay seeking help; early contact reduces risk and speeds recovery. If speaking in te reo or with cultural context helps, ask for the Māori Gambling Helpline — taking care means meeting people where they are. The gambling helpline can also refer to local services and explain how venue staff and operators can assist.
| Service | Scope | Channel | Languages | Notes | Source |
|---|---|---|---|---|---|
| Gambling Helpline | National 24/7 | Phone, text, chat | English | Free, confidential; referrals and advice | DIA |
| Māori Gambling Helpline | National 24/7 | Phone | Te Reo Māori, English | Culturally grounded support; referrals | WHO |
| Community services | Regional | In‑person | English + community languages | Counselling and group support | Stats NZ |
Note: If you are worried about gambling harm, contact the gambling helpline now; if you prefer, ask for the Māori Gambling Helpline. Both services help with taking care, limits, and referrals.
Follow-ups:
- Is it free? Yes — the gambling helpline is free and confidential.
- Can I get help for someone else? Yes; the gambling helpline advises supporters and family.
- Do I need to be in crisis? No — early advice is encouraged.
- What if I play offshore? The gambling helpline still supports NZ residents.
What are the key risks and compliance considerations for NZ‑facing gambling operators?
The rules are clear, and expectations are rising. Below is a concise view of areas that matter for compliance and for taking care of customers.
Key Risks and Compliance Considerations
- Host policies: Maintain a responsible host policy aligned to the Gambling Act; train venue staff and support staff to act consistently.
- Detection: Use proportionate triggers for identifying problem gamblers and document outcomes.
- Exclusions: Provide a clear self exclusion process and ensure it applies consistently — in venues and online where applicable.
- Signposting: Prominently display the gambling helpline and Māori Gambling Helpline in UI and venues.
- Data governance: Balance monitoring for harm prevention with privacy obligations.
- Audits: Keep records to demonstrate responsible gaming actions to DIA and, if relevant, the Gambling Commission.
- Product risk: Assess gaming machines and fast-cycle games for harmful effects, with extra safeguards.
- Customer communication: Use plain English, encourage limits, and explain odds and risks.
Effective compliance is not just about rules — it is how operators demonstrate they minimise harm while preserving fair, enjoyable play.
Follow-ups:
- Who enforces? DIA leads enforcement; the Gambling Commission hears specific matters.
- Can exclusions span venues? Multi‑venue schemes exist; check local arrangements.
- What about offshore sites? They should still provide responsible gambling tools and signpost the gambling helpline.
- Are there benchmarks? International guidance from WHO supports public health approaches.
Verdict
SOFTSWISS’s 16,000 responsible gambling cases in 2025 highlight a simple truth for NZ: scale and structure matter. When operators combine a responsible host culture, strong digital tools, and easy pathways to the gambling helpline, fewer people fall through the cracks. For players, the best protection is practical — set limits, recognise signs, and use help early. For gambling operators, the standard is rising toward consistent harm minimisation that is visible, measured, and respectful.
