Social Responsibility
Introduction
Applying social responsibility to gambling is a broad issue. It encompasses specific practical measures to protect the vulnerable, particularly the young and those individuals generally identified as ‘problem gamblers’. It also embraces a wider obligation on those who control or operate casinos and casino gaming products to act generally in a socially responsible manner.
As well as fulfilling an obligation to support organisations that confront the social issues raised by current forms of gaming products, there is also an ethical obligation on operators to carefully consider the social impact of new products and technologies available to the industry and what methods are used to market any gaming product.
Advertising and Marketing
Recognising the dangers inherent for a small number of vulnerable people and to some extent the untested impact of advertising of some gambling products, Casino 36 will use advertising and marketing techniques with particular caution.
Casino 36 will not advertise in any way that will intend to stimulate the interest of persons under the age of 18 years, either in content, location or timing of advertising.
Members will not market to persons under the age of 18 years.
Members will strictly conform to any Code of Practice agreed between the industry and the regulator.
Product Risk Assessments
Where new and untried products are being considered, Casino 36 will endeavour to assess if the product and the associated marketing gives rise to any particular risks. We will also seek the experience of the manufacturers, other operators within the Casino Operators Association and those that deal with problem gamblers to determine if the particular product carries any particular or unique risk potential
Protecting the Vulnerable
The Young
Current UK legislation strictly prohibits entry to casinos by people under the age of 18 years. Because of the entry requirements in casinos, under age gambling is not evident in UK casinos. It is the company policy of Casino 36 to only allow membership to individuals over the age of 25.
Members must demonstrate that they take this particular responsibility seriously and ensure that they have:-
Adequate signage deterring entry by persons under the age of 18 years as appropriate.
Electronically operated door to prevent unauthorised entry.
Whenever in doubt of an individual’s age, procedures exist to ensure that special care is taken when examining personal documents
Proper auditable procedures in place to ensure that all staff are actively committed to ensuring that people under the age of 18 are not permitted to gain entry.
Adequate training for all staff on the importance of these measures, both at reception and throughout the licensed premises.
Staff instructed readily to challenge any person found on the premises who appears to be under age.
Suitable provisions in internal codes of conduct that make it clear that breaches of procedures in relation to underage admission and gambling will be regarded as Gross Misconduct.
Problem Gamblers
Casino 36 understands the term ‘problem gambler’ to mean an individual who no longer has rational control over their gambling behaviour with serious consequences for the individual and on others.
It is important to recognise that true ‘problem gambling’ is not primarily an economic issue, in that, on occasions some people lose more money than they might wish or can afford, but do so without the degree of compulsion or loss of control that might indicate they are ‘problem gamblers’. However it should be noted that case histories indicate that debt is a factor in almost every problem gambling case history and as such is a useful indicator of a potential problem.
Identifying Problem Gamblers
It is not incumbent on a casino to seek out those who may need help. The responsibility for an individual’s gambling rests with that person but a casino should assist when called upon to do so. If a member of staff is approached by someone who thinks they have a problem, they should be supportive and sympathetic and direct them to the notices and leaflets from which they can find the support and assistance they need.
Unfortunately, people with serious gambling problems will usually do all they can to disguise their problem, identifying people with problems is therefore very difficult.
Casino 36 will not act upon unconfirmed information, particularly from anonymous sources that an individual has problems with gambling.
Casino 36 may act on any information provided with the player’s consent, including information from any treatment agency or service. Similarly, Members may, with the player’s consent pass information to an appropriate treatment agency.
Self-Exclusion
Casino 36 intends to prevent any individual who so requests from having further access to any casino premises under their control. Requests to be excluded should wherever possible be accepted from a player in writing and forwarded to the senior Compliance executive. request has the Any request must be acknowledged in writing as soon as practicable and must inform the player that their exclusion will remain in force indefinitely.
A reversal of a request will normally only be considered after a period of twelve months and then only be made by a senior executive after full and careful consideration and will be fully documented. Reinstatement will normally be preceded by an interview and a reassessment of any mechanisms to control frequency of visits and spending levels.
Occasionally, a player or a close friend or family member may indicate a problem. Where the indication comes from the player, the operational manager should ensure that they have a copy of the leaflet that covers problem gambling and invite the player to consider taking advantage of the self-barring scheme.
Where it is a friend or family member the operational manager should draw attention to the leaflet, inform the individual that they can telephone the national helpline if they wish to talk through their situation, and refer to the fact that should the gambler request him or herself to be self-excluded it can be arranged.
Help and Referrals
Casino 36 management will advise that counselling can be effective, providing information about counselling services and gently urging people with problems to take advantage of the available services.
Information
Leaflets (Problem Gambling) outlining some of the characteristics of problem gaming and intended to help individuals identify and understand their problems will be made available in Casino 36.
It is unlikely that a person who may have just lost more than they can afford, or who is in the process of realising that they have a problem with their gambling will wish to pick up a leaflet from a conspicuous place in the casino. So, although leaflets will be on display in a proper holder where they are visible to players, for example at reception points, they should also be placed in a holder where a player may acquire them discretely -- for example in or close to toilet facilities.
A nominated member of staff will be responsible for the stocking of leaflets and the appearance of posters and other material.
Posters drawing attention to the existence of the leaflets and the self exclusion scheme should also be displayed close to the location of the leaflets.
Managers in Casino 36 have knowledge both of the signs and symptoms of a problem gambler and of the availability of agencies in any area that may offer support. Specifically, Managers must be prepared to:-
Give detailed advice about company’s own ‘Self-exclusion scheme’, the availability of organisations that provide advice and assistance and must have immediate information on helpline numbers.
Respond positively and sensitively to immediate signs of distress or indications that a player has lost control of their gambling.
Listen and consider any concerns raised by friends, relatives, other players and members of staff and, where appropriate, ensure they have a ‘problem with gambling’ leaflet and know that they can ring the National Gambling Helpline.
Staff Training and Education
Detailed training for more junior staff is neither practical nor desirable, but a general overview of the potential problems should be given to the most junior of managers as a part of their initial management training.
All gaming staff must:-
Be made aware of this Code during basic training.
Be instructed not to encourage players to re-stake winnings, increase the amount they have decided to stake, chase losses, and continue to play when they have decided to stop, or enter into play for a prolonged period of time.
NEVER support a player by lying on a player’s behalf.
Be aware of clear procedure instructing junior staff about when they should refer any concern they may have to a more senior member of staff.
Some identifying signs in a problem gambler:
These bullet points should not be taken in isolation. Frequently, a combination of them, manifest themselves within a problem gambler;
Paranoid belief that their gambling losses are as a result of the House/game being ‘fixed.’
Paranoid belief that a certain dealer, chips, table is lucky for them.
Mood swings, irritability, agitated, restlessness, not caring about their appearance even personal hygiene.
Obvious money difficulties and debts.
Sees gambling as a way to ‘make money.’
Totally absorbed in the activity, continually trying to beat the dealer/House.
Displays signs of anxiety, believing that only with continued play, chasing losses, will they retrieve their losses.
Creates arguments, rows and uses rude behaviour in anger over their losses
Gamblers admission that he or she is distressed by the amount of money they spent on their gambling.
Constant, repetitive and competitive discussion about money losses and blaming others (dealer) for it.
Trying to borrow money from casino members or from staff Or asking for instant extended credit.
Frequently spending all the money they have bought with them.
In the casino several times a week for long periods of time.
Repeats a pattern of leaving the casino and returning the same day with more cash to gamble.
Identifying Signs from dialogue with their families;
Has borrowed, stolen or misappropriated money from family members.
Creates rows at home as a reason to escape.
Money difficulties coupled with unrealistic suggestion of how to pay off debts.
Shows great highs or lows of mood.
Lies when challenged or questioned.
In arguments, frustrations or disappointments they immediately turn to gambling.
Family feel unable to trust them with money or believe his or hers explanations for lack of it.
Gambling seen as a way out of financial difficulty.
Frequently away from house when not at work.
Breaks promises and avoids or misses family obligations.
If you have a gambling problem please feel free to contact any of the organisations listed below for free, confidential help and advice:
GamCare
Provides information, advice and counselling to individuals who have concerns about problem gambling.
www.gamcare.org.uk
Members of Count me Out Self Exclusion Programme
Gamblers Anonymous (GA)
A self-help fellowship of compulsive gamblers wanting to address their gambling problems. The sister organisation, GamAnon, runs groups for partners/families of compulsive gamblers. Groups are held weekly throughout the country.
http://www.gamblersanonymous.org.uk/
The Gordon House Association
A hostel providing accommodation, therapy and rehabilitation for compulsive gamblers.
www.gordonhouse.org.uk
National Debtline
Offers advice and support to enable callers to deal with their debts in a pro-active and informed way. Self-help information packs are sent free to individuals with debt problems.
www.nationaldebtline.co.uk
