Crown Resorts’ PlaySafe team on lookout for signs of problem gambling

Crown claims it now runs one of the safest casinos in the world in terms of customer welfare, with its dedicated team on the lookout for early warning signs of problem gambling.

Crown has a team of trained staff on the lookout for gambling problems across its Melbourne, Sydney and Perth properties. Picture: NCA NewsWire / David Crosling

It’s a busy Sunday night at Crown Melbourne and thousands of punters are trying their luck on the expansive casino floor.

But among the happy customers, members of Crown’s PlaySafe program are on the lookout for the early warning signs of problem gambling.

That could be anything from a customer banging a machine in frustration, crying or attempting to sell something like a watch to fellow guests.

Crown now claims it runs one of the safest casinos in the world in terms of customer welfare.

The stakes are high: Estimates suggest that Australians lose about $25bn on legal forms of gambling each year, representing the largest per capita losses in the world.

Crown chief executive David Tsai said PlaySafe made it easier for people to seek confidential help for gambling problems from a team of trained staff across its Melbourne, Sydney and Perth properties.

“Gaming is a form of entertainment, but we need to do it responsibly,” he said. “We can intervene if we believe someone is at high risk and shows observable signs of gaming issues.

“Maybe they’re playing beyond their means, so they can book an appointment or have a confidential conversation with someone who is trained about the issues they are facing.

“That’s something I haven’t seen anywhere in the world, to be honest, and I’ve worked at a lot of casinos.”

Technology is helping Crown’s initiative with the introduction of mandatory electronic gaming cards for all customers allowing the setting and tracking of gambling limits as well as providing vital feedback to people who may be getting in over their head.

Crown CEO David Tsai at Crown Melbourne. Picture: NewsWire / David Geraghty

As part of new regulatory requirements, customers are issued with an electronic card that contains information about the person and their personal gaming limits.

The cards, which must be inserted into a machine before a customer can play, are all linked to a new Victorian government gaming data system that will eventually join up all gaming machines in the state.

Crown customers must now set a loss limit as well as a time limit on their gambling, which can be measured daily or weekly.

When a machine is activated for play, it will track losses against limits set by the person. If the customer hits one of those limits, the machine will immediately be suspended.

Crown says it has no access to what its customer’s limits are, or if they’ve ever hit their limit.

It will however have a general discussion with them about limits and their ability to absorb losses.

About 500,000 people now have registered cards that as well as tracking losses also provide immediate feedback to customers while they are on a machine.

Every 10 minutes a reminder of a customer’s remaining limits will pop up on the screen. A message also will be sent when the customer reaches 70 per cent and 90 per cent of their limit. Crown believes the feedback is working, with less than 0.1 per cent of transactions ceasing because of someone hitting their limit.

While a series of bruising public inquiries over lax money laundering and other controls have pushed casino operators into a new era of safe gambling, Crown believes it has gone beyond the call of duty.

Located under the casino floor at Crown Melbourne is a special support centre complete with quiet rooms for customers experiencing issues with their gambling.

The centre provides a safe area for customers exhibiting one or more of the red flags associated with problem gambling. If someone is in distress, it will get recorded against the customer’s name, so if it happens two weeks later action can be taken.

The first step may be a self-exclusion, or time out, to give the customer a break from gaming. But if Crown continues to see harmful behaviour it may invoke its own ban. About 1 per cent of the general population are considered at high risk of developing some sort of gambling addiction issue. Young males are considered at higher risk than others but the gap is closing with females.

Customers are also required to take a break of at least 15 minutes after three hours of cumulative play. If a customer is in the casino for 12 hours or more over a 24-hour period they will be required to take a 24-hour break.

Despite the growing focus on safe gambling in casinos, there is concern that the same mandatory requirements in relation to carded play do not apply at clubs and pubs.

A customer can hit their loss limit at Crown and walk a short distance to a pub venue in Melbourne’s CBD and keep on playing anonymously, even though they may have previously displayed problematic behaviour at the casino. The Victorian government as well as other jurisdictions say they are looking to extend mandatory carded play to pubs and clubs over the next few years.