VIP treatment is subjective, some people consider themselves VIP if they get free parking, others expect a private jet but none of that 'hospitality' matters if they haven't followed their own policy. I read the policy earlier today the document is on the website and documents how they are supposed to manage continuous presence (over 12 hours in the casino) and continous play (over 5-10 hours without breaks). In this complaint she is alleging they didn't follow their continuous play policy. I'm not a legal expert but it's a loose policy, requiring a staff member to 'interact' with a customer when they have been gambling for more than 5 hours without a 30 min break. Interact could just be delivering another drink. The company hasn't provided enough detail in the annoucement to make an informed judgement as to whether they can prove they adhered to their own policy.
https://skycityauckland.co.nz/media/2284175/scal-hrp-2019.pdf
Ann: APPLICATION TO TEMPORARILY SUSPEND NZ CASINO LICENCE, page-18
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