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 remove themselves from all direct marketing (eg texts, emails & mail)
- Encouraging customers to set limits on how much they can draw at the cash desk.
- Encouraging 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 licensed land-based casino and speaking with a manager who will help with the quick and simple enrolment process. Alternatively, if you do not wish to enrol on SENSE by visiting a casino, an application can be made by email by downloading an enrolment form from https://bettingandgamingcouncil.com/sense-self-exclusion-scheme and emailing it to firstname.lastname@example.org along with satisfactory ID documents. .
- 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:
1. Don't think of gambling as a way to make money
Casino games are designed to return on average a small profit to the operator each time you play. You should therefore think of gambling as an entertainment expense – just like buying a movie ticket. The more movies you watch, the more it will cost.
2. Only gamble with money you can afford to lose
Gamble within your weekly entertainment budget, not with your phone bill or rent budget.
3. Set a money limit in advance
Decide how much you can afford to lose before you go to play. When it's gone – it's over! If you win, you've been lucky, but don't be disappointed if your luck doesn't continue.
4. Set a time limit in advance
It's easy to lose track of time when you're gambling. Set a time limit or alarm, and when time's up – quit! Odds are that the more time you spend gambling, the more money you will lose.
5. Never chase your losses
If you lose your set money limit and then try to win some of it back before you leave, then you haven't really set a money limit. Chasing your losses will usually just lead to bigger and bigger losses.
6. Don't gamble when you're depressed or upset
Decision-making can be more difficult when you're stressed or emotionally upset. Make sure you only gamble when you're feeling happy and clear headed.
7. Balance gambling with other activities
When gambling becomes your only form of entertainment, it's unlikely that you're still just gambling for the fun of it, and your gambling may even be a problem. Make sure gambling isn't your only pastime.
8. Don't take your bank card with you
This is a good way to safeguard your money limit and not let being "in the moment" warp your judgment.
9. Take frequent breaks
Gambling continuously can cause you to lose track of time and perspective. Step out for some air or a bite to eat at regular intervals.
10. Don't drink or use drugs when gambling
Drugs and alcohol cloud judgment, and good judgment stands as your main line of defence against letting gambling get out of control.
TAKE ONE DAY AT A TIME AND BE OPTIMISTIC...YOU CAN GAIN BACK CONTROL
HOW TO SELF-EXCLUDE
You can self-exclude from either each separate company you might gamble with, or from multiple companies at the same time.
SENSE allows people to voluntarily enroll in a scheme to exclude themselves nationally from all land-based casinos in the UK.
If you gamble in other types of venues or online, you may wish to consider;
If you would like to self-exclude from online gambling you can visit GAMSTOP www.gamstop.co.uk
BETTING SHOPS / BOOKMAKERS
You can nominate the betting shops you wish to self-exclude from. Call the self-exclusion helpline on 0800 294 2060 or visit www.self-exclusion.co.uk
To self-exclude from licensed bingo premises across Great Britain, you can register at your local bingo club. www.bingo-association.co.uk/self-exclusion
Blocking software is a computer programme that limits access to websites or other services available over the internet.
Many banks are now offering help for customers to restrict their spending on gambling, offering gambling blocking solutions.
The gambling block is a feature that allows you to block your bank account/bank card/credit card from being used for gambling transactions.
FURTHER SUPPORT, ADVICE,
COUNSELLING AND INFORMATION IS AVAILABLE FROM THE FOLLOWING ORGANISATIONS:
- GAMCARE www.gamcare.org.uk
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
- THE GORDON MOODY ASSOCIATION www.gordonmoody.org.uk
TEL: 01384 241 292. A residential treatment program for problem gamblers. Two centres in Dudley and Beckenham. 43-47 MAUGHAN ST, DUDLEY, DY1 2BA
- CNWL NATIONAL PROBLEM GAMBLING CLINIC www.cnwl.nhs.uk/cnwl-national-problem-gambling-clinic
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
- GAMBLERS ANONYMOUS (GA) www.gamblersanonymous.org.uk
A self-help fellowship of compulsive gamblers wanting to address their gambling problems.
- NATIONAL DEBTLINE www.nationaldebthelplines.co.uk
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
- GAMBLING COMMISSION www.gamblingcommission.gov.uk
All licensed gambling in the UK is regulated by the Gambling Commission.
- BEGAMBLEAWARE www.begambleaware.org
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 email@example.com
Once we receive a complaint in writing, we will respond with an acknowledgement within 24 hours.
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.
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
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.