COMMITMENT TO RESPONSIBLE GAMING

COMMITMENT TO RESPONSIBLE GAMING

Crown is a world leader in responsible gaming initiatives. Crown allocates significant resources to raising awareness of responsible gaming, and to helping customers to successfully manage and enjoy their gaming at Crown.

In the 2013 review of Crown Melbourne's casino licence, the State gaming regulator, the Victorian Commission for Gambling and Liquor Regulation recognised Crown's leadership in this area, stating:

"Crown has a robust and detailed systems and processes for dealing with responsible gaming issues."

In addition, in an interview with The Age, the Lord Mayor of Melbourne, Councillor Doyle stated, amongst other things, that “the casino did an 'incredible job' trying to curb problem gambling…”
Crown’s ongoing dedication is illustrated by the significant resources committed to promoting responsible gaming and providing assistance to patrons who may be experiencing difficulty with their gaming behaviours at both Crown Melbourne and Crown Perth.
Several of Crown’s responsible gaming initiatives and programs have been in place since the Melbourne casino’s opening in 1994 and many of these initiatives are now in effect at Crown Perth.

Crown has been committed to the responsible service of gaming since inception. Crown has led the way in responsible service of gaming initiatives, including Crown’s voluntary pre-commitment program (in place at Crown Melbourne since 2003 and Crown Perth since 2010) and its unique array of available services offered 24 hours a day, seven days a week by dedicated and specially trained staff of Responsible Gaming Advisors at Crown Perth’s Responsible Gambling Information Centre and Responsible Gaming Liaison Officers, Responsible Gaming Psychologists and non- denominational Chaplaincy Support at Crown Melbourne’s Responsible Gaming Support Centre.

In November 2015, the Crown Melbourne voluntary time and loss limit setting program, Play Safe Limits,  was replaced by the state-wide voluntary time and loss limit setting system called YourPlay, as required for all gaming machines in the state of Victoria.  Crown Perth still operates its own voluntary pre-commitment program, Play Safe Limits.

The establishment of a Crown Board Committee dedicated to overseeing the responsible service of gaming at both Crown Melbourne and Crown Perth, the continued development and delivery of extensive responsible gaming training programs for staff, the implementation of the Responsible Gambling Codes of Conduct/Practice at both Crown Melbourne and Crown Perth and the ongoing enhancement of robust internal procedures for Crown’s self-exclusion arrangements at both properties, all demonstrate Crown’s continued and ongoing commitment to its customers and employees and its continued dedication to the responsible service of gaming.

At both Crown Perth and Crown Melbourne, the Responsible Gaming Departments’ key focus across each organisation is the delivery of Crown’s Responsible Service of Gaming initiatives, which include the operation of  responsible gaming Centres and all their services, provision of information and the development and implementation of responsible service of gaming programs and training.

Responsible Gaming Centres

In March 2002, Crown Melbourne introduced a world first in responsible gaming initiatives by establishing the Responsible Gaming Support Centre, followed by the Responsible Gambling Information Centre at Crown Perth in 2009.

The Responsible Gaming Support Centre and Responsible Gambling Information Centre, which operate 24 hours a day, seven days a week, is a facility which includes a dedicated team of staff, managers and professionals who are tasked with implementing Crown’s responsible service of gaming initiatives and providing a focal point for interacting with customers who may need support.

Crown’s responsible gaming Centres in Melbourne and in Perth are unique in the volume and breadth of the responsible service of gaming initiatives launched and the services offered including:

  • In Melbourne, Responsible Gaming Liaison Officers provide assistance and information around the clock. Additionally, psychologists with experience in problem gambling can assist customers and third parties who may require support as a result of a person who may be experiencing difficulties. These trained professionals will refer them to the relevant government support services;
  • In Perth, a dedicated team of Responsible Gambling Advisors offer support, assistance and referral for customers and third parties who may be experiencing difficulties. There are also direct referral options to Gambling Help WA and other relevant support services;
  • Providing strategies to assist customers in managing their gambling behaviours to foster responsible gambling and prevent difficulties from arising;
  • Facilitating referrals to government funded problem gambling and financial counselling support services and welfare organisations and provide contact with and information about these bodies;
  • Ensuring their assistance and referral services are conducted on a strictly confidential basis;
  • Providing information regarding self-exclusion for customers who wish to exclude themselves from the casino and managing Crown’s Self-Exclusion Programs;
  • In Perth, providing information and assistance with the Third Party Program;
  • Providing the ability to access and provide information in selected community languages;
  • In Melbourne, providing a non-denominational Chaplaincy Support Service for customers and staff; and
  • Providing all services 24 hours a day, seven days a week, free of charge.

The responsible gaming Centres at both Crown Perth and Crown Melbourne are located away from the gaming floor in a position that is close to the casino for ease of access yet at a distance and with a discreet façade that ensures privacy. Each responsible gaming Centre comprises a reception area, private counselling rooms and an office area. The responsible gaming Centres stock a wide range of information materials and contact details for problem gambling and other support service providers, many of which are available in languages other than English.

Responsible Gaming Liaison Officers and Responsible Gambling Advisors

The responsible gaming Centres are staffed by Responsible Gaming Liaison Officers (Crown Melbourne) and Responsible Gambling Advisors (Crown Perth).

These staff interact with customers on the 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.

The Responsible Gaming Liaison Officers and Responsible Gambling Advisors are professionally supported through ongoing and continuous learning and improvement procedures are in place at both Crown Melbourne and Crown Perth. Crown Melbourne Responsible Gaming Psychologists and an on-site Chaplain are also able to support and assist customers who maybe experiencing difficulties.

Responsible Gaming Centre presentations

Crown Melbourne and Crown Perth facilitate and conduct information sessions at the responsible gaming Centres for counsellors, social workers and others working with problem gaming support services.

In Melbourne, the Office of Gaming and Racing, the Department of Justice, the Victorian Responsible Gambling Foundation and the Victorian Commission for Gambling and Liquor Regulation have all had representatives visit the Responsible Gaming Support Centre and participate in presentations and discussions.

Similar stakeholder engagement sessions and presentations occur at Crown Perth, including regular liaison with Gambling Help WA and offsite training with Government and non-profit welfare organisations.

Responsible Gambling Board Committee

In August 2010, the Crown Resorts Board established a committee dedicated to overseeing the responsible service of gaming at both Crown Melbourne and Crown Perth. The Committee is chaired by Crown 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 & Ageing and the School of Medicine, University of Sydney, and holds the position of Honorary Professor of Medicine.

The Crown Responsible Gaming Committee meets regularly to:

  • Monitor and review the operation and effectiveness of responsible gaming programs at each of Crown’s wholly owned businesses;
  • Recommend policies and procedures which may enhance the effectiveness of responsible gaming programs at each of Crown’s wholly owned businesses;
  • Promote and support continuous improvement in the responsible gaming performance of Crown; and

Encourage and promote awareness of responsible gaming and related welfare issues at Crown. Customer feedback (including complaints) is a reportable item for the Responsible Gaming Committee.

Crown’s Voluntary Pre-Commitment Program

Crown led the industry with its voluntary pre-commitment (time and loss limit) program that was introduced at Crown Melbourne in June 2003 and Crown Perth in August 2010. The program, called ‘Play Safe Limits’, allows members to voluntarily set, in advance of play, individual time and spend limits relating to their gaming machine activity.

In November 2015, the Crown Melbourne voluntary time and loss limit setting program, Play Safe Limits,  was replaced by the state-wide voluntary time and loss limit setting system called YourPlay, as required for all gaming machines in the state of Victoria.  Crown Perth still operates its own voluntary pre-commitment program, Play Safe Limits.

The availability of Crown’s voluntary pre-commitment program is advertised in  each property’s Play Safe Limit brochures, which are on display at their respective loyalty club information desks, responsible gaming Centre and at entry points to the gaming floor.

Player activity statements

Player Activity Statements provide Crown loyalty club members who play gaming machines using their membership card with a summary of their activity.

A Player Activity Statement can be viewed on a Voucher Issuance Kiosk (VIK)(kiosks located throughout the gaming floor) or can be collected from any of the property’s loyalty club information desks. At Crown Melbourne a member can elect to have it mailed to them.

Staff training and education at all levels

Staff training and education is the cornerstone of Crown’s Responsible Gaming Program at both Crown Melbourne and Crown Perth.

Staff undergo training that begins at induction and continues throughout their career. Crown’s extensive responsible service of gaming training programs include:

  • Induction training. Where all new staff are instructed on Crown’s responsible service of gaming practices, available support programs including the responsible gaming Centres, their role and services, self-care; at Crown Melbourne, they are provided with a copy of the Crown Melbourne Responsible Gambling Code of Conduct and at Crown Perth their Responsible Gambling Code of Practice;
  • A comprehensive online Responsible Service of Gaming training program for all relevant staff. This was developed by Crown Melbourne in 2004 (prior to the introduction of legislation requiring Responsible Service of Gaming training for staff working with gaming machines) and developed by Crown Perth in 2008. This training is reviewed annually and is completed by all new Crown employees;
  • At both properties additional training is provided to Managers and other key personnel to assist them in providing awareness and support to staff in understanding what their responsibilities are in relation to the responsible service of gaming. This includes training in relation to the Responsible Gambling Code of Conduct / Practice, the Centre and its services and ‘observable signs’ which may indicate difficulties associated with gambling behaviours. This training has been rolled out to relevant staff in Gaming, Security Services, Cage and Count, Hotels, F&B, VIP and VIP Sales and Marketing ;
  • An online training course in Casino Awareness is undertaken by all staff. This relates to specific casino, gaming and other related topics; and
  • Refresher Responsible Service of Gaming training every two years for relevant employees at Crown Melbourne and all employees at Crown Perth.

Chaplaincy Support Service at Crown Melbourne

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 remains available for the convenience of staff and customers.
This service is an Australian casino first, and no other casino offers this service at this point. The Chaplaincy Support Service is available free of charge through the Responsible Gaming Support Centre.

The Chaplaincy Support Service engages in fresh and distinctive ways of increasing the health and wellbeing of all people, utilising new models for participation in spiritual life that work in conjunction with established responsible service of gaming initiatives. This is an evolving process, which seeks to be faithful to the tradition of community service found in all religious teachings.

All inter-faith enquiries are welcome. The Chaplaincy Support Service is available by appointment and  a free call telephone service is available 24 hours a day, seven days a week.

Self-Exclusion Program

Self-Exclusion is a legally binding process, allowing a customer to ban themselves from entering or remaining on the gaming floor at either Crown Melbourne or Crown Perth.
Responsible Gaming staff facilitate the Crown Self-Exclusion Program. Crown has established robust internal procedures that are followed in progressing self-exclusion arrangements and the service is available to all customers 24 hours a day, seven days a week.

Where a customer indicates that English is not their preferred language, Crown uses the services of its multi-lingual staff to assist in the translation.

On a customer’s successful application to self-exclude, Responsible Gaming staff will provide the customer with a Self-Exclusion Kit, which contains information tailored to the individual presenting for assistance or referral.

Whilst the onus is on the self-excluded person to stay away from the casino in accordance with their Self-Exclusion, Crown and its staff will offer assistance by way of detection where possible and assistance in the event of a breach.

When a person is detected breaching their Self-Exclusion, a Responsible Gaming staff member will attend to offer assistance and support. The staff member will discuss with the person the reasons for breaching their Self-Exclusion, the assistance available through the responsible gaming Centres and other external support services.

Where a customer who has been the subject of a Self-Exclusion seeks to revoke that exclusion, Crown has a rigorous process in place to approve the revocation.

Responsible Service of Gaming—Customer Information

Crown’s Australian resorts make available a comprehensive range of responsible gaming information to customers and extensively advertise Responsible Gaming Programs, services and information availability to their customers, including in languages other than English.
Crown’s Responsible Gaming Messages,) and each of their responsible gaming Centres’ and Gambler’s Help contact numbers are displayed throughout each resort and in places such as:

  • On gaming machines;
  • At table games (including their electronic versions);
  • At ATMs;
  • On relevant advertising material;
  • In customer bathrooms;
  • On the back of Crown loyalty club membership cards;
  • At loyalty club information desks;
  • At cashier desks;
  • At gaming floor entrances;
  • At public telephones;
  • Electronic advertising on the gaming floor; and
  • At Ticket Redemption Terminals and printed on the reverse of tickets.

An internal television commercial has been developed that advertises Crown Melbourne’s and Crown Perth’s Responsible Service of Gaming programs and how to seek further assistance at  responsible gaming  Centres.

The Responsible Gaming Departments at Crown Melbourne and Crown Perth have introduced the ‘Responsible Gaming’ channel in all Crown hotels, which plays the Responsible Gaming television commercial. This is in addition to information pertaining to the responsible gaming Centres available in all Crown hotels’ in-room guest information compendiums.
Crown has launched a ‘Responsible Gaming’ button on VIKs, making available responsible gaming information for any customer (loyalty members and non-loyalty members alike In Melbourne, customers can also print out the information.

There is a variety of information and brochures available at each of Crown Perth’s and Crown Melbourne’s responsible gaming Centres and their respective loyalty club information desks and at gaming floor entrances. Examples include:

  • The Victorian Government brochure ‘Pokies: Know the Facts’ (Melbourne);
  • ‘Player Information Display’ brochure (Melbourne);
  • ‘Know the electronic games’ brochure (Perth);
  • ‘Know the table games’ brochure (Perth);
  • Crown’s Responsible Gambling Codes of Conduct/Practice;
  •  Voluntary time and loss limit setting program/system brochures;
  • ‘Responsible Gaming Support Centre’ or ‘Responsible Gambling Information Centre’ brochures;
  • ‘Self-Exclusion’ brochure;
  • ‘Third Party Exclusion’ brochure at Crown Perth; and
  • ‘Chaplaincy Support Service’ brochure at Crown Melbourne.

The responsible gaming Centres also have a comprehensive suite of Gambler’s Help (Melbourne) and Gambling Help WA (Perth) and other service brochures. Many of these brochures are available in languages other than English.

Crown uses its extensive network of electronic screens at machine bank ends to communicate responsible service of gaming information and messages. This includes listings of services, information about Crown’s Responsible Service of Gaming Programs and at Crown Melbourne, a reminder ‘Have you had a break?’. The break reminder is also shown on gaming machine points display screens.

All Crown’s Responsible Service of Gaming brochures and Code are able to be downloaded from each properties’ Crown websites.. Crown Melbourne’s Codes are also available on the website in community languages: Chinese (traditional and simplified), Vietnamese, Arabic, Greek, Italian, Cambodian and Hindi.

Responsible Service of Gaming information is further available in gaming floor bathrooms.

Responsible Gambling Code of  Practice/Conduct

From 2006 at Crown Perth and 2009 at Crown Melbourne, Crown’s Responsible Gambling Codes of Practice/Conduct have been available either on the gaming floor via hard copy or via Crown’s website.

The documents are regularly reviewed by the relevant regulators and specific to each property.
The Responsible Gambling Codes represent Crown’s commitment to its customers and employees concerning responsible service of gaming.

Conclusion

Crown’s ongoing dedication to responsible gaming 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 establishment of a Crown Resorts Board Committee dedicated to overseeing the responsible gaming at Crown’s wholly owned businesses; the continued development and delivery of extensive responsible gaming training programs for staff; 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 properties, all demonstrate Crown’s continued and ongoing commitment to its patrons and employees and its continued dedication to the responsible service of gaming.

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

Crown Melbourne Responsible Gaming
Crown Perth Responsible Gaming