COMMITMENT TO RESPONSIBLE GAMING

Crown Resorts is a world leader in responsible gaming initiatives and allocates significant resources to raising awareness of responsible gaming, and to helping customers to manage and enjoy their gaming at Crown’s Australian Resorts, Crown Melbourne and Crown Perth.

As a provider of world-class resorts offering gaming and entertainment facilities, Crown Resorts is committed to providing gaming services to customers in a responsible manner.

RESPONSIBLE GAMING BOARD COMMITTEE 

In 2010, the Crown Resorts Board established the Responsible Gaming Board Committee (Committee) dedicated to overseeing responsible gaming at both Australian Resorts.  The Committee is chaired by Crown Resorts' Independent Director, Professor John Horvath.
 
Professor Horvath was the Australian Government Chief Medical Officer from 2003 to 2009.  He is currently continuing to advise the Commonwealth Department of Health and Ageing and the School of Medicine, University of Sydney, and holds the position of Honorary Professor of Medicine.
 
The role of the Committee is to monitor, review, promote and recommend responsible gaming programs and policies at each of Crown Resorts' wholly owned businesses.

RESPONSIBLE GAMING CENTRES 

In March 2002, Crown Melbourne introduced a world first in responsible gaming initiatives by establishing the Responsible Gaming Support Centre at its Resort.  A similar facility, the Responsible Gambling Information Centre, was opened at the Crown Perth Resort in 2009. 
 
These Responsible Gaming Centres (or Centres) operate 24 hours a day, seven days a week and provide the focal point for interacting with customers who may need support.
 
Crown Resorts' Responsible Gaming Centres are fully funded by Crown Resorts and are unique in the volume and breadth of the responsible gaming programs and services they offer.  The Centres are located away from the casino gaming floor in a position that is close to the casino gaming floor for ease of access, yet at a distance and with a discreet façade that ensures privacy.  Each Centre comprises a reception area, private counselling rooms and an office area.  A wide range of information materials and contact details for problem gaming and other support service providers is stocked at each Responsible Gaming Centre – many of which are available in languages other than English. 
 
All services are provided on a confidential basis and are free of charge.  These services and programs include the following:

  • making available specially trained staff to assist customers 24 hours a day, seven days a week;
  • assisting customers with strategies in managing their gaming behaviours;
  • providing responsible gaming information and assistance in preventing difficulties from arising;
  • offering support, assistance and referral, which is available 24 hours a day, seven days a week;
  • facilitating referrals to government funded problem gambling and financial counselling support services, welfare services and providing contact with and information about these bodies;
  • providing information regarding self-exclusion for customers who wish to exclude themselves from the casino gaming floor and managing Crown’s Self-Exclusion Program;
  • information and assistance with the Third Party Exclusion Program (Crown Perth);
  • assisting with information about Crown’s Play Safe Limits Program and the Victorian State Government introduced YourPlay Scheme (Crown Melbourne), a time and loss limit setting program available to loyalty club members;
  • providing the ability to access and provide information in selected community languages;
  • ensuring its assistance and referral services are conducted on a strictly confidential basis;
  • offering the services of Psychologists with experience in problem gambling that can assist customers, as well as to third parties who may require support as a result of a person who may be experiencing difficulties.  These trained professionals refer customers to the relevant government support services (Crown Melbourne);
  • delivering Responsible Gaming Centre presentations to interested parties including government agencies, State Gaming Regulators, Community Agencies, Problem Gambling Support and other Welfare Services and Industry;
  • providing referral information for Crown employees to the Employee Assistance Program;
  • providing a non-denominational Chaplaincy Support Service for customers and employees (Crown Melbourne); and
  • providing services 24 hours a day, seven days a week, free of charge.

RESPONSIBLE GAMING STAFF 

Crown Resorts' Responsible Gaming Centres are staffed by Responsible Gaming Liaison Officers (Crown Melbourne) and Responsible Gambling Advisors (Crown Perth).  They are aligned in their roles at each Resort and are professionally supported through regular debriefs and ongoing and continuous learning and improvement procedures. 
 
Responsible Gaming staff interact with customers and employees on the casino gaming floor and are specially trained in all aspects of Crown’s responsible gaming programs and services.  They are available 24 hours a day, seven days a week to provide immediate assistance.
 
Crown Melbourne employs highly experienced Responsible Gaming Psychologists (RGPs), who provide professional services including counselling, support and referral to problem gambling and welfare services. 
 
Additionally, RGPs assist with the development and delivery of responsible gaming training and provide training, support and supervision and regularly interact with problem gambling and other welfare support agencies.

CHAPLAINCY SUPPORT SERVICE 

In recognition that from time to time some people may feel they need, or would benefit from, some form of spiritual support, a Chaplaincy Support Service was established at Crown Melbourne in 2007 and is available for employees and customers.
 
This service is an Australian Casino first, and is available through the Responsible Gaming Centre.

CUSTOMER CONTACT 

Crown facilitates referrals to Government funded problem gambling and financial counselling support services and welfare organisations and provides contact with and information about these bodies.
 
Australian State and Territory governments fund various bodies to provide problem gambling and financial counselling help services under the umbrella names ‘Gambler’s Help’ or Gambling Help’. 
 
These services provide information, assistance and counselling.  This can be conducted via a 24 hour helpline, on-line and face to face. Services are free of charge and confidential.
 
Customers who engage with the Responsible Gaming teams at Crown’s Resorts are provided with contact information for Gambler’s Help/Gambling Help WA Services using brochures or business cards detailing contact information.

SELF-EXCLUSION PROGRAM 

Self-exclusion is a legally binding process, whereby a customer bans themselves from entering or remaining on the casino gaming floor at either Crown Resort.
 
Responsible Gaming staff are responsible for facilitating the Crown Self-Exclusion Program.  Crown has established robust internal procedures that are followed in progressing self-exclusion arrangements for customers who wish to ban themselves.  This service is available to customers 24 hours a day, seven days a week.
 
Where a person who is self-excluded seeks to revoke their self-exclusion, Crown has a rigorous process in place to consider this application.  All applications for revocation are dealt with on an individual basis and are considered by Crown’s Self-Exclusion Revocation Committee at each Resort.
 
Customers can also apply for self-exclusion from both properties.

THIRD PARTY EXCLUSION 

In cases where customers experience problems with their gaming behaviour, but may not recognise that their behaviour may have become problematic; a person who has a personal relationship or interest in the welfare of that customer may approach staff at each Resort. 
 
At Crown Perth, the person may apply to have the customer excluded.  A rigorous process applies to each application, and these are assessed on an individual basis.  At Crown Melbourne, the person can approach Responsible Gaming staff, who will provide assistance and information on Crown’s responsible gaming programs and services and how these may be of benefit for the Third Party, and referral information to external welfare agencies as appropriate.

Crown’s Voluntary Time and Loss Limit Program

Crown led the industry with its voluntary time and loss limit setting (pre-commitment) program, which was introduced at Crown Melbourne in 2003 and Crown Perth in 2010.  The program, called Play Safe Limits, allows members to voluntarily set individual time and spend limits relating to their gaming machine activity.
                                 
In November 2015, the Crown Melbourne voluntary pre-commitment program for gaming machines was replaced by the state-wide voluntary pre-commitment scheme called YourPlay as required for all gaming machines in the state of Victoria.  Crown Perth still operates the Crown voluntary pre-commitment program Play Safe Limits, which is also available for Crown Melbourne customers who choose to play Fully Automated Table Games.

PLAYER ACTIVITY STATEMENTS

Player Activity Statements (PAS) provide Crown loyalty club members who play gaming machines using their membership card, with a summary of their activity. 
 
A PAS can be viewed on kiosks located on the casino gaming floor and can be collected from any of each Resort’s loyalty club information desks. 

RESPONSIBLE GAMING - CUSTOMER INFORMATION

Crown’s Resorts make available a comprehensive range of responsible gaming information to customers and advertise extensively responsible gaming programs, services and information availability to customers, including in languages other than English.
 
Crown’s Responsible Gaming logos and contact numbers for each of their Responsible Gaming Centres and Gambler’s Help are displayed throughout each Resort. 
 
There is a variety of responsible gaming brochures available at each Resort’s Responsible Gaming Centre and at each Resort’s loyalty club information desks, as well as at casino gaming floor entrances.
 
The Responsible Gaming Centres also have available a comprehensive suite of Gambler’s Help/Gambling Help WA and other welfare service brochures.  Many brochures are available in languages other than English.
 
The Responsible Gaming web page on Crown’s websites provides comprehensive information relating to Crown’s responsible gaming programs and services, as well as other useful information. 

RESPONSIBLE GAMING - EMPLOYEE INFORMATION

Crown is renowned for providing exceptional working facilities and benefits for its employees. 
Crown employees are not permitted to gamble at their Resort of employ at any time and Crown has policies in place which restrict certain staff from gaming at affiliated properties.
 
Crown recognises that some employees (like other members of the community) may develop difficulties associated with their gaming behaviours, outside of their employment at Crown.  Crown employees so affected are encouraged to seek professional assistance through Crown’s Employee Assistance Program.  This is a free service for all employees and their immediate family, which is run by independently employed professional counsellors and details of all discussions are treated confidentially. 
 
Where appropriate, employees are also encouraged to seek professional assistance from external support services.

RESPONSIBLE GAMBLING CODE OF CONDUCT/PRACTICE

Crown’s Responsible Gambling Codes of Conduct/Practice (Codes) represent Crown’s commitment to customers and employees about responsible gaming.  They are specific to each Resort and are regularly reviewed.
 
Code brochures are widely available throughout each Resort and on each Resort’s website.

EMPLOYEE TRAINING AND EDUCATION AT ALL LEVELS

Crown has an outstanding record in employee training and education at all levels in both Resorts and invests heavily in training to meet its high standards. 
 
The Responsible Gaming department at each Resort, together with the renowned Crown College, deliver training using modern learning techniques which include on-line and facilitator led training.
 
Crown’s extensive Responsible Service of Gaming Training programs commence for each employee on their first day at each Resort, and include Induction Training, Responsible Service of Gaming Training and variously Refresher Training, Management and Certificate Training.

ENGAGEMENT WITH GOVERNMENT, COMMUNITY AND ACADEMIA

Crown conducts Professional Development and Information sessions at the Responsible Gaming Centres for counsellors, social workers and others working with problem gambling support services. 
 
Senior managers from Crown have participated as members of the Victorian Government’s Responsible Gambling Ministerial Advisory Council and over the years, Crown has assisted various academic institutions with Industry information.
 
Crown is a member of the National Association for Gambling Studies (NAGS), an organisation that aims to promote discussion and research into all areas of gambling activity.  Crown representatives have attended annual NAGS Conferences for many years, and more recently, Crown presented a paper at the 2014, 2015 and 2016 NAGS annual conferences.
 
Crown Melbourne works closely with the Victorian Responsible Gambling Foundation, a government organisation that helps people affected by problem gambling behaviours, as well as their families and friends. They are also responsible for fostering a greater understanding and awareness of the concept of responsible gambling in the wider community. 
 
Crown is a member of the Auckland University of Technology Think Tank on Gambling Research, Policy and Practice, both in New Zealand and internationally. 
 
Responsible Gambling Awareness Week (RGAW) is an annual event held in many states in Australia as a partnership with local government, the gaming industry and community groups.  The week promotes the concept of responsible gambling at an individual, gaming industry and community level. Crown has participated in RGAWs since inception in 2006 and for many years has hosted an event in support of RGAW activities.  Crown Perth is a member of the WA RGAW Working Group  and Crown Melbourne of the Victorian RGAW Industry Reference Group.

RESPONSIBLE SERVICE OF GAMING CREDENTIALS

Crown is a world leader in responsible gaming initiatives is immensely proud of its long-standing commitment to responsible gaming.
 
In an interview with The Age, the Lord Mayor of Melbourne Cr Doyle stated, amongst other things, that “the casino did an ''incredible job'' trying to curb problem gambling…"1(Crown Melbourne).
 
The Victorian Commission for Gambling and Liquor Regulation (VCGLR), in its review of the Melbourne casino licence in 2008, recognised that ‘Crown Melbourne’s responsible gambling program is among the best in the world'.2
 
Further, the VCGLR’s most recent 2013 Melbourne casino licence review again endorsed Crown’s strong responsible gaming credentials finding that ‘Crown has robust and detailed systems and processes for dealing with responsible gambling issues.'3 The VCGLR also found that Crown’s self-exclusion revocation procedures are adhered to and are robust and also noted that Crown’s customers demonstrated high levels of awareness of Crown’s Responsible Gambling Code of Conduct and staff have a strong awareness of the procedures and requirements of Crown’s Code.4

CONCLUSION

Crown’s ongoing dedication is illustrated by the significant resources committed to promoting responsible gaming and providing assistance to customers who may be experiencing difficulty with their gaming behaviours.
 
Several of Crown’s responsible gaming initiatives and programs have been in place since the Melbourne casino’s opening in 1994.  The introduction of Responsible Gaming Centres and pre-commitment facilities; the establishment of a Crown Resorts Responsible Gaming Board Committee; the continued development and delivery of extensive responsible gaming training programs for employees; the implementation of the Responsible Gambling Codes of Conduct/Practice at both properties and the ongoing enhancement of robust internal procedures for Crown’s self-exclusion arrangements at both Resorts, all demonstrate Crown’s continued and ongoing commitment to its customers and employees and its dedication to the responsible service of gaming.

1 http://www.theage.com.au/victoria/rates-row-crown-to-hit-jackpot-20120827-24wum.html

2 Then the Victorian Commission for Gambling Regulation; Fourth Review of the Casino Operator and Licence June 2008 Victorian Commission for Gambling Regulation

3 Fifth Review of Victorian Casino Operator’s Casino Licence – VCGLR (http://www.vcglr.vic.gov.au/) June 2013; pg. 93

4 Fifth Review of Victorian Casino Operator’s Casino Licence – VCGLR (http://www.vcglr.vic.gov.au/) June 2013; Chapter 3.4

For further information and assistance, please click on the links below:

Crown Melbourne Responsible Gaming
Crown Perth Responsible Gaming