WHEN PLAYING AT CASINO 36

For most people, a visit to Casino 36 is what it should be, a fun and sociable way to spend their time. However, for a minority, gambling in a casino can become a problem.

Whilst the vast majority of players will never experience any problems, playing responsibly is not confined to those who either have a gambling problem or are most at risk of developing one. It is the best approach for EVERYONE to enjoy playing at Casino 36 or any other gambling outlet.

At Casino 36, we are committed to helping our customers to play safe, by providing a safe and responsible environment and offering support to those who demonstrate that they are unable to stay in control of their gambling.

In all of our casinos, we offer help by:

  • Providing extensive training to our teams to be able to monitor behaviour that might give rise to concerns and to assist our customers by directing them to appropriate help and information.
  • Allowing customers to set limits on how much they can draw at the cash desk.
  • Allowing customers with concerns about their gambling to “self-exclude” nationally from all casinos in the UK by enrolling in the SENSE scheme to prevent them from making further visits. This is as simple as visiting any Casino 36 and speaking with a manager who will help with the quick and simple enrolment process. Alternatively, download an enrolment form together with a leaflet, giving full details of the SENSE scheme, including the terms and conditions.
  • Providing information that will help you identify and prevent problem gambling at an early stage and details about useful charities and support agencies who can otherwise offer specific counselling, help or treatment to those with a specific gambling problem at whatever level.


HOW WILL I KNOW IF I HAVE A PROBLEM?

A good way to gauge whether your gambling is no longer fun, and maybe getting out of control, is to ask yourself the following questions:

  • Do you find yourself reliving previous gambling experiences and thinking of ways that you can get more money to gamble?
  • Have you needed to increase your gambling stake more and more to get the excitement you are looking for?
  • Do you suffer mood swings, irritability and agitation when you are not gambling?
  • Do you think that you gamble to escape other issues or problems in your life?
  • Have you ever claimed to be winning from gambling when, in fact, you are losing?
  • Have you tried, in the past, to reduce either the time or money that you spend gambling and been unsuccessful?
  • Have you ever been tempted to commit an act of dishonesty to finance your gambling?
  • Have you ever gone back to gamble, on another day, to win back your losses?
  • Have you ever hidden your gambling from people who are important to you in your life?
  • Have you borrowed money, from any source, that you have been unable to pay back because of your gambling or are you otherwise in debt as a result of gambling?
  • Have you ever sold any possessions to obtain money to gamble or pay gambling debts?
  • Do you find yourself breaking promises, to family and friends, so that you can gamble instead?

If you answer “YES” to any of these questions, then you may need to take control of your gambling, using the information below. You can also take the confidential ‘Worried about your gambling’ quiz on the Gambleaware website and try out their Gambling Calculator to give you an indication whether your gambling is becoming a problem.


WHAT SHOULD I DO

IF I THINK I HAVE A PROBLEM?

The first step in taking back control is to be completely honest with yourself and accept that there is a problem, but that you have the will to confront it.

Having done so, you have taken the biggest step to addressing the issue. It may be that simply standing back and realising that you have been displaying some of the above behaviours is enough to make you adjust your approach and allow you to resume control. Alternatively, you may feel you need help, advice and support. You can talk in confidence to the General Manager or duty manager at Casino 36 or anyone else in the senior team who you may feel comfortable speaking to. They all understand the issues involved and have been specially trained to provide you with information and guidance.

Alternatively, speak to someone else from your own circle of family or friends who you know and trust.

Practical steps to help you stay in control:

  • Ask someone you trust to handle your money for an agreed amount of time (for example, three months
  • Don’t use your ATM/cash point, debit or credit cards to draw funds to gamble with.
  • Reward yourself for “gambling free” periods by spending the money you saved on something for yourself or your family.
  • It all else fails...stop gambling. You can easily self-exclude nationally from casinos in the UK by asking to join the casino industry’s national self-exclusion scheme, SENSE (Self-Enrolment, National Self-Exclusion). If you believe exclusion is the best option for you, it is advisable to take an appropriate break from ALL forms of gambling and exclude yourself from any other gambling premises or web sites where you otherwise play or place bets.
  • Use a calendar to mark each day that you don’t gamble, so that you can see the progress you are making.

If you need further detailed advice, or more specific help and counselling, please see below to find contact information for some of the excellent gambling support agencies available, such as GamCare.

REMEMBER...

TAKE ONE DAY AT A TIME AND BE OPTIMISTIC...YOU CAN GAIN BACK CONTROL


FURTHER SUPPORT, ADVICE,

COUNSELLING AND INFORMATION IS AVAILABLE FROM THE FOLLOWING ORGANISATIONS:


HELPLINE 08088 020 133

Provides information, advice, and counselling to individuals who have concerns about problem gambling.

1ST FLOOR, 91-94 SAFFRON HILL, LONDON, EC1N 8QP


TEL: 01384 241 292. A residential treatment program for problem gamblers. Two centres in Dudley and Beckenham. 43-47 MAUGHAN ST, DUDLEY, DY1 2BA


TEL: 02073 817 722. Treatment for problem gamblers living in England and Wales aged 16 and over. Service includes short-term treatment of co-existing mental health conditions. 69 WARWICK ROAD, LONDON, SW5 9BH


A self-help fellowship of compulsive gamblers wanting to address their gambling problems.


TEL: 08088 084 000. Offers advice and support to enable callers to deal with their debts in a pro-active and informative way. Self help-information packs are sent free to individuals with debt problems. 51-53 HAGLEY RD, BIRMINGHAM B16 8TP


All licensed gambling in the UK is regulated by the Gambling Commission.


Download our Playin it safe Flyer



COMPLAINTS AND DISPUTES PROCESS

A ‘complaint’ is considered any expression of dissatisfaction, either written or verbal, regarding any way in which we (the licence holder) conduct our licenced activities.

A ‘dispute’ is considered any complaint, regarding a gambling transaction (including the way in which transactions are managed), which was not able to be resolved at the first stage our complaints procedure.


MAKING A COMPLAINT 

We will accept spoken or written complaints, those made in person, over the telephone, via email, or via third party intermediaries or support tools such as the Resolver web tool. We discourage customers from making complaints via social media and any complaints made in such a way will be re-directed.

If you wish to make a written complaint, we encourage you to complete one of our Complaints & Disputes forms, which can be obtained from reception.

If you wish to submit a complaint via email, please send it to disputes@casino36.co.uk

Once we receive a complaint in writing, we will respond with an acknowledgement within 24 hours.


PROCEDURE

Stage one complaints – All complaints should be raised with the gaming staff present, or duty manager, at the time of occurrence. If the matter is resolved to your satisfaction at this point, there is no need for it to enter the formal complaints process.

If the complaint does not have an immediate and simple resolution, or if you are not satisfied with the initial response, you have the option to raise a gaming dispute.

Stage two complaints & disputes – A Gaming Dispute form will be completed, followed by a thorough, internal investigation by the General Manager into the circumstances of the complaint. If we require further information or clarification, we will contact you in order to obtain this.

Once the investigation has been carried out, the General Manager will inform you of their findings, our decision and any actions that we may take as a result.

If you are not satisfied with the General Manager’s response, you have the option to escalate the matter to the third stage of our complaints & disputes process.

Stage three complaints & disputes - The dispute will be passed to the Head of Compliance, who will send an acknowledgement of the escalation to you within 24 hours. They will then conduct a further investigation. Following this investigation, they will send you our final decision, as well as details of our ADR (alternative dispute resolution) service, who you may refer the dispute to if you are not satisfied with the outcome. We can no longer deal with the complaint internally after this point.

Issuing a final decision at Stage two – If the General Manager deems it appropriate, they may in some circumstances, issue a final decision at stage two. This means you will not be able to escalate the complaint to stage three. However, you will still have the option to refer the dispute to our chosen ADR service provider, if you are not satisfied with the outcome.


TIME LIMITS

You can make a complaint at any point up to six months after the date on which the incident occurred, however our ability to investigate is greatly assisted if the complaint is lodged within 30 days of the incident. Complaints made after six months will not be considered.

We will ensure that the entire complaints process, including any internal escalation, takes no longer than eight weeks from the date on which we receive your complaint. However, the Social Responsibility code makes provision for licence holders to go over the eight-week limit, if you (the customer) fail to engage with the complaint procedure in a timely manner. For example, if you do not respond to requests for information within a reasonable timeframe, we may decide to ‘stop the clock’, until such time as we receive a response.

If the complaint is not resolved after the eight-week period, the complaints process will still come to an end. At this point, we will write to you to inform you that we have reached the end of our internal complaints & disputes process and issue you with our final decision. We will include details of how to refer the dispute to an independent alternative dispute resolution service (ADR), if you are not satisfied with our final decision.

The formal complaints process can end at any point before the eight weeks are up, if either: the matter is settled, a final decision is reached, or we (the casino and the customer) reach a deadlock.

In this scenario, you still have the option to refer the dispute to an ADR.


ALTERNATIVE DISPUTES RESOLUTION (ADR) 

If you are not satisfied with the outcome, you may wish to refer the dispute to our chosen ADR: The Independent Betting Adjudication Service (IBAS). You may refer the matter by post or email at the address below, at any time up to 12 months from the end of our internal complaints & disputes process. The application will be acknowledged by IBAS within three working days of receipt.

Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS

https://www.ibas-uk.com/

Please note that IBAS is only able to consider disputes which relate to the outcome of a gambling transaction, and only after being entirely satisfied that all possibilities of an internal resolution have been explored.

Download our Complaints and Disputes Process flyer