Casinos - Office of Liquor, Gaming and Racing

Section C 

Casinos 

To support the implementation of the 

Queensland Responsible Gambling Code of Practice 

Developed by

Practices 

1. Provision of information 

Contents 

1.1 Responsible gambling statement 

1.2 Information about the potential risks 

1.3 Information available on request 

1.4 Information on odds/win rates of major prizes 

1.5 Acceptable/Unacceptable actions 

Form 1(a) Responsible Gambling Policy 

Form 1(b) Player Information Guide 

Version 2 - 2006 Practice 1 – Casino Page 1

Rationale 


It is the aim of casinos to provide accurate, meaningful and readily accessible information to 

all customers, enabling them to make informed decisions when considering their choices in 

participating in the range of available gambling products. 

To achieve this outcome, information will be provided to ensure maximum accessibility for 

all customers. Suggested mediums include: 

Educational brochures, how to play guides, posters, signage, player kiosks, web pages. 

Suggested placement of information: 

Restrooms, ATM’s, cashier cages, hotel rooms, high traffic areas – near machines, customer 

service desks, orientation packages, back of house areas, training programs and employee 

handbooks. 

Core elements 

• Provide information on the gambling product, game rules and odds of winning. 

• Problem gambling information. 

• Player information brochures and guides. 


1.1 Responsible gambling mission statement 

A responsible gambling statement is clearly displayed. 

(Queensland Responsible Gambling Code of Practice: page 7) 

Actions of the Gambling Provider 

The casino will: 

• 

• 


develop a Responsible Gambling Statement and display in high traffic areas and / or 

include the Responsible Gambling Statement in Responsible Gambling brochures. 

include the Responsible Gambling Statement in training programs. 

Best Practice 

The Casino could also choose to display a Responsible Gambling Statement via a mission 

statement (see example) or Responsible Gambling Policy [Form 1(a)] in areas around the 

venue. 

RESPONSIBLE GAMBLING MISSION STATEMENT 

The……………………. Casino 

is committed to best practice 

in the provision of responsible gambling, with the aim of minimising 

the potential harm to individuals in the community 

through 

Responsible Gambling Practices 


1.2 Information about the potential risks 


Information about the potential risks associated with gambling and where to 

get help for problem gambling is prominently displayed in all gambling areas 

and near all ATM’s outside the gaming area, Cashier booths and gaming 

machines. 




• 

• 

• 

• 

prominently display near ATM’s the current Responsible Gambling Signage and 

information on where to get help (Refer to the Signage and Information section in 

this Resource Manual for details of gambling signage and how it should be used). 

provide information on where to seek assistance for problem gambling in brochures and 

other relevant material. 

train staff to access information. 

provide self excluding customers with information on community support services. 

Best Practice 

The casino can develop new brochures to include the following information: 

• information on community support services, Code of Practice, signs of problem 

gambling, potential harmful effects of problem gambling, availability of Resource 

Manual, internal contact phone numbers, information on self-exclusion program. 


1.3 Information available on request 


Information is displayed to alert customers that the following information is 

available on request: 

• 

• 

• 

• 

• 

• 

the provider’s Responsible Gambling Policy document including policies 

for addressing problem gambling issues relevant to the local community; 

the nature of games, game rules, odds or returns to players; 

exclusion provisions; 

gambling-related complaints resolution mechanisms; and 

key elements of the gambling provider’s financial transaction practices 

key elements of advertising and promotions guideline. 



• 

• 

• 

• 


prominently display the availability of the Casino’s Responsible Gambling Policy 

[Form1 (a)] in all gambling areas. 

ensure that all activities related to gambling engaged by patrons shall remain 

confidential and shall not be discussed with other patrons or other members of the 

community. 

inform patrons of the availability of the Player Information Guide [Form 1(b)], 

which provides information on: 

• 

• 

• 

• 

• 

the nature of games and odds or returns to players; 

inform patrons of availability of further information upon request: 

exclusion provisions; 

gambling-related complaints resolution mechanisms; 

key elements of the gambling provider’s Financial Transaction Policy; and 

key elements of advertising and promotions guideline. 


Best Practice 

The casino can: 

• 

• 

• 


incorporate relevant information into staff orientation and training programs and 

information sessions. 

apply information available in the recent Australian Gaming Machine Association 

(AGMA) report in their response to responsible gambling. 

insert links to relevant databases. 


1.4 Information on the odds of winning major prizes 


Meaningful and accurate information on the odds of winning major prizes is 

prominently displayed in all gambling areas and in proximity to relevant 

games. 




• 

display information contained in Player Information Guide [Form 1(b)] and other 

relevant material throughout the casino, in the form of “How to Play” brochures. The 

Material is to include information on the aim of the game, how to play, gaming 

terminology, the range of bets, and payout odds. 

• implement and maintain communication on the availability of the player information to 

staff and customers. 

Best Practice 

The casino can: 

• 

update current brochures and information flyers to include the information on links to 

counselling services. 

• provide information in relevant languages suitable to casino customers. 



Acceptable Unacceptable 

� Referring patrons to the casino’s 

Responsible Gambling Statement as 

a demonstration of the casino’s 

commitment to responsible provision 

of gambling products and services. 

� Where appropriate, informing patrons 

that responsible gambling information 

and brochures are available. 


X Placing responsible gambling 

information in hard to reach areas or 

covering responsible gambling signage 

with other notices. 

X Asking patrons to come back at 

another time to collect responsible 

gambling information. 


Form 1(a) 

RESPONSIBLE GAMBLING POLICY 


CONRAD 

JUPITERSWOR 

KPLACE POLICIES 

(Casino name)............................................................................. workplace goal 

Most customers enjoy gambling as a part of their leisure and entertainment 

experience. The implementation of the Queensland Responsible Gambling Code 

of Practice enables management and team members to meet the needs of all our 

customers with a particular focus on those customers who are adversely affected 

by gambling. 

POLICY 

The Queensland Responsible Gambling Code of Practice is designed to achieve the 

following outcomes: 

� Individuals, communities, the gambling industry and the Government have a shared 

understanding of responsible gambling practices. 

� Individuals, communities, the gambling industry and the Government have an 

understanding of their rights and responsibilities in relation to responsible gambling 

practices. 

� The gambling industry provides safe and supportive environments for the delivery of 

gambling products and services. 

� Customers make informed decisions about their gambling practices. 

� Harm from gambling to individuals and the broader community is minimised. 

� People adversely affected by gambling have access to timely and appropriate 

information and assistance. 



(Casino name)..................................... are committed to achieving the outcomes of the 

Queensland Responsible Gambling Code of Practice. In line with this commitment we 

endeavour to: 

� provide accurate, meaningful and readily accessible information to enable 

customers to make informed decisions when considering their level of 

gambling activities 

� work closely with external support agencies in providing assistance and 

information for customers adversely affected by gambling 

� provide sensitive and confidential support to customers who wish to 

exclude themselves from the three Tabcorp Queensland Casinos 

� ensure self-excluded customers do not receive promotional material 

� assist self-excluded customers to self-exclude from other gambling venues 

� provide a pleasant, safe and comfortable gambling environment 

� prohibit minors from playing and exclude them from the gaming floor 

� ensure children are not left unattended at any of our casinos 

� encourage customers to be aware of the passing of time 

� encourage customers to take breaks in play 

� prevent unduly intoxicated customers from gambling 

� accept cheques only after prior arrangements 

� prohibit the cashing of winnings cheques for 24 hours from time of issue 

� prohibit credit betting 

� ensure all gaming advertising and promotions comply with the Queensland 

Responsible Gambling Advertising and Promotions Guideline 

The following initiatives are designed to assist in the implementation, maintenance and 

continuous improvement of Responsible Gambling practices. 

� a Responsible Gambling Manager Qld is responsible for the maintenance 

and continuous improvement of Responsible Gambling practices. 

� all new team members are introduced to Responsible Gambling practices in 

General Orientation and are expected to understand their role and 

responsibilities. 

� all team members are expected to complete an annual Responsible 

Gambling refresher training session. 

Q What is my role in demonstrating Responsible Gambling 

practices? 

4 

It is the shared responsibility of all team members to demonstrate an 

awareness of Responsible Gambling practices and to know where to access 

further information. 

� Respond with Respect and Refer 

� attend Responsible Gambling training 

� be able to direct customers to relevant information and assistance 



� respond immediately to customers requesting self exclusion 

� report any unduly intoxicated customers attempting to gamble (See 

Responsible Service of Alcohol) 

� recognise and report suspected extended and intensive play 

� report any unattended children 

� refuse to serve someone believed to be a minor 

� understand the complaint resolution procedure 

� know where to get further information 

Q. What is the responsibility of the Responsible Gambling 

Manager? 

4 

The Responsible Gambling Manager assists in the implementation, 

maintenance and continual improvement of Responsible Gambling practices. 

The role involves: 

� Providing Responsible Gambling education 

� Providing appropriate information to assist customers with gambling 

related problems 

� Providing support to team members in assisting customers 

� Providing support to team members with gambling related problems 

� Establishing effective links with local gambling related support services 

� Taking appropriate action in response to reported incidents in the 

Responsible Gambling Incident Register 

� Supporting management and internal committees as appropriate 

� Approving Responsible Gambling procedures 

� Influencing external Responsible Gambling strategies 

Q What written information is available for customers and 

where is it located? 

4 

Several brochures are available informing customers about the potential risks 

of gambling, the odds of winning major prizes, the Responsible Gambling 

mission statement and where to get assistance for problem gambling. The 

brochures are located near the ATMs, in all toilets (front and back of house), in 

hotel room s and at Customer Services and Casino Rewards desks. 

Further written information is available upon request and includes selfexclusion 

particulars, complaint resolution details, key elements of financial 

transaction policies and the Responsible Gambling policy. Customers can 

access this information by asking the Responsible Gambling Manager, or at a 

Security Podium. 


Q What is Problem Gambling? 

4 


Problem gambling exists where gambling activity results in a range of adverse 

consequences, where: 

� the safety and well-being of gambling customers and/or their family and 

friends are placed at risk; and/or 

� negative impacts extend to the broader community 

Q Where can customers get assistance for problem 

gambling? 

4 

Casino Name.................................... works closely with a number of external 

support services: organisations operated by professional counsellors who are 

trained to help those people adversely affected by gambling. Contact numbers 

can be found in the Responsible Gambling Brochure. Customers may also be 

referred to the Responsible Gambling Manager. 

Q What should I do if I believe an unduly intoxicated 

customer is gambling? 

4 

All our food and beverage and senior gaming team members are trained in 

responsible service of alcohol procedures which prevents the service of 

alcohol to unduly intoxicated customers. However, if this situation does occur 

you should report it to your supervisor or manager. 

Q What should I do if I believe a minor is on the gaming 

floor? 

4 

Safety and Security Officers are responsible for checking the identification of 

any suspected underage person wishing to enter the gaming floor. If you 

believe a minor has entered the gaming floor, the matter should be reported to 

your supervisor or manager, or a Safety and Security Officer immediately. 

Q What should I do if a customer has a gambling-related 

complaint? 

4 

If the complaint is minor you should handle it according to your departmental 

procedures. Pass any significant complaint onto your immediate supervisor or 

manager. 

Q How can I recognise extended and intensive play and what 

should I do about it? 

4 

Determining extended and intensive play is a very sensitive situation and 

cannot necessarily be judged by the customers’ length of play. Extended and 

intensive play is defined as play that may cause the customer distress or 

potential harm. 


Signs to look out for include: 

� drowsiness 

� visible distress 

� anti-social behaviour such as physical or verbal abuse 


You are encouraged to be aware of anyone showing these signs and report to 

your supervisor or manager. Customers are not to be approached except by 

those team members who have received specialised training in handling these 

situations. The Responsible Gambling Manager may also be available to offer 

assistance. 

Q What should I do if I see a child left unattended? 

4 

If you suspect a child has been left unattended, you must report it to a Safety 

and Security Officer or your supervisor or manager immediately. 

Q What should I do if a customer asks about being 

excluded? 

4 

If a customer asks you about self-exclusion you should ask your supervisor or 

manager to contact the Casino Duty Manager immediately or contact the 

Responsible Gambling Manager. 

Q How do I enrol on a Responsible Gambling training 

course? 

4 

Responsible Gambling training is mandatory for all team members and your 

supervisor or manager is required to enrol you on a Responsible Gambling 

training program, usually during your Probationary or Review Period. To 

ensure your knowledge and skills remain current you will be enrolled into 

Responsible Gambling refresher training each year. 

For further information, contact: 

Responsible Gambling Manager 

Casino Duty Manager 

Safety & Security Officers 


Key points 

Training is provided for all team members 

Brochures are available on Responsible 

Gambling practices 

How to Play Gaming Guides provide the Odds of 

Winning 

Minors and unduly intoxicated customers are 

prohibited from gambling 

A Responsible Gambling Manager may offer 

assistance to customers adversely affected by 

gambling 

Customers may self-exclude from the gaming 

floor 

Team members directly involved in providing service for gambling 

activities; 

• attend Responsible Gambling training 

• are able to direct customers to relevant information 

and assistance 

• understand the availability of self-exclusion 

• report unduly intoxicated customers attempting to 

gamble 

• recognise and report suspected extended and 

intensive play 

• report any unattended children 

• refuse to serve someone believed to be a minor 

• understand the complaint resolution procedure 

• know where to get further information 

Every team members’ responsibilities; 

• demonstrate an awareness of Responsible 

Gambling practices (Respond with Respect & 

Refer) 

• know where to find Responsible Gambling 

information 

Management actions and responsibilities: 

• 

• 

• 

• 

• 

© Tabcorp Holdings Limited 2006 

enrol team members into training 

provide support and coaching 

refuse gambling service to intoxicated customers, if 

necessary 

ensure customers requesting self exclusion are 

referred to the Casino Duty Manager immediately 



Disclaimer 

Form 1(b) 

Insert Casino Logo(s) 

Player Information Guide 


The Player Information Guide is intended to only provide you with general information 

on gambling offered by the casino, with the aim of increasing your understanding of all 

casino games and gambling opportunities. The casino takes no responsibility and 

cannot be held liable for any decision made on the basis the information contained in 

the Guide. 

1. Introduction: 

Gambling is an enjoyable leisure activity for many Australians and the [Insert Casino 

name] has prepared the Player Information Guide to assist you to make informed 

decisions on your gambling at the casino. It contains information on government 

regulations, gambling products and services offered by the casino, player return rates 

and chances of winning and some basic suggestions to help you enjoy gambling within 

your means. The Guide supports the Queensland Responsible Gambling Code of 

Practice and supporting documentation (Queensland Responsible Gambling Resource 

Manual) in the responsible provision of gambling products and services by the casino. 

2. Government regulations: 

All gambling products and services are regulated by government agencies, particularly 

the Queensland Office of Gaming Regulation. This means that no casino, club or hotel 

in Queensland can operate any gaming machine or game without being formally 

approved for operating that machine or game. The approval process includes, among 

other things, a stringent testing of all gaming machines to ensure they meet all 

legislative requirements. The approval process is an assurance to the patron that the 

gaming machine or game that they play meets all prescribed standards. 


3. Gambling products and services available at the casino: 


The casino provides the following gambling products and services for the enjoyment of 

its customers: 

• Roulette 

• Blackjack 

• Jupiters 21/Treasury 21 

• Craps 

• Sic Bo 

• Jupiters/Treasury Wheel 

• Caribbean Stud Poker 

• Baccarat 

• Gaming Machines 

• Keno 

• Wagering (TAB) 

• Electronic roulette 

• Texas Hold’em 

• Two up Dice 

• 3 Card 

• 4 Card 

• Texas Hold’em Bonus 

4. Chances of winning: 

• 

• 

Roulette 

A game of chance, the Australian roulette wheel has 37 numbers on it: 18 red, 18 

black and one zero. The wheel is spun in one direction and a small non-metallic 

ball in the other. Players can bet Straight Up (betting the ball lands on a specific 

number), or bet on combinations of numbers, red or black, odd or even and low or 

high (whether the number is between 1 and 18 or 19 and 36 inclusive). The house 

margin is always the same at 2.7%. 

Blackjack 

Blackjack is 

a card game of chance and skill in which players may improve their 

chance of winning by using a betting strategy. After receiving two cards from the 

dealer, the player can choose to be dealt more cards so as to have a total score closer 

to 21 than the dealer’s total – without going over 21. Face cards count as 10, aces 

count as 1 or 11 and the cards 1 to10 count as their face value. The house margin 

for Blackjack is generally less than 0.5% for skilled players. 


• Jupiters 21/Treasury 21 


Jupiters 21/Treasury 21 is a variation of Blackjack and is commonly referred to as 

Spanish Blackjack. The main difference between Jupiters 21/Treasury 21 and 

Blackjack, is the tens (not face cards) have been removed. Other differences are 

higher payouts for set hands – for example, three sevens, the player automatically 

wins on 21 and players have the option to surrender half of their wager. The house 

margin for Jupiters 21/Treasury 21 is generally 1.25%. 

• Craps 

Craps is a game played with 2 dice where players may wager on any combination 

of the 2 dice. There are a wide range of bets on Craps which may seem tricky at 

first, but taken individually, the bets are quite simple. Players are given the chance 

to roll the dice provided they have a wager on the Win Line or Don’t Win Line. As 

7 is the most common combination, many of the wagers are based on the shooter 

rolling a 7 or not rolling a 7. An example of this is 8 the hard way (4/4) wins, if the 

shooter rolls two 4s and only loses, if the shooter rolls a total of 7 or another 

combination of 8. One roll wagers are wagers that are determined on the outcome 

of the next roll – for example, the field is a series of dice totals (2,3,4,9,11 and 12) 

that win if any of the totals are rolled and lose if any other total is thrown. The 

house margin on Craps varies greatly from 16.67% for a wager on any 7 (one roll) 

to 0.85% on win odds. The overall house margin is around 2%. 

• Sic Bo 

In Sic Bo three dice are rolled and players try to predict various combinations, totals 

and outcomes. House margins for each type of bet vary from 2.8% (big, small or 

combinations of two dice) to 16.2% for a specific triple. Sic Bo is a game of chance 

so there are no betting strategies to reduce these margins. 

• (Insert the Casino name) Wheel 

Another game of chance, The (Insert the Casino name) Wheel is divided into 52 

compartments, each showing one of the seven different symbols. Players bet on a 

symbol and win if the wheel stops on that symbol. The house margin is 7.7% for all 

symbols and cannot be reduced. 

• Caribbean Stud Poker 

This card game is a game of chance and skill and is based on five-card stud poker. 

For an initial stake or ‘ante’, players receive five cards face down while the dealer 

receives four cards face down and one card face up. If a player thinks they cannot 

beat the dealer’s hand, they can forfeit their stake. To play on, the player’s next bet 

must be twice the original stake. The best poker hand between each player and the 

dealer wins. There are also jackpot bets available. The house margin for Caribbean 

Stud Poker is about 5.5%, which includes an allowance for the jackpot. 


• Baccarat 


Baccarat is a game of chance where numbered cards less than 10 count as their face 

value, aces are worth 1, and 10s and face (picture) cards are worth 0. Two cards are 

dealt to both the player’s hand and the banker’s hand, then depending on the totals 

of those first two cards, a third card may be dealt to either or each hand. These 

totals are read as if the first digit does not exist – so a hand totalling 15 becomes 5. 

The winner of the game has the total card value closest to 9. Players can bet on the 

player’s hand or the banker’s hand, or bet that the hands will tie. The house margin 

for Baccarat is around 1.2%. 

• Electronic roulette 

Electronic roulette is a means of accessing a live roulette game through electronic 

terminals. Players place their wagers on a touch screen. The result is determined 

by the ball coming to rest in the wheel on a live game. The payout odds and house 

margin are exactly the same as that on a live game. 

• Texas Hold’em 

Texas Hold’em Poker is a card game of chance and skill in which players may 

improve their chance of winning by using their experience and sill. After receiving 

two cards from the dealer the player may chose to stay in the game by placing the 

appropriate wager, or fold (ie withdraw from the round of play). The original 

betting round is followed by three other betting rounds. Players have the option to 

remain or fold during each betting round. 

The house charges a ‘participation fee’ from each player for each round of play. A 

player’s odds of winning are dependant on the number of players at the table. For 

example, if there were ten players at the table each player’s odds of winning (not 

accounting for different skill levels) would be one in ten. 

• Two up Dice 

Two up dice is a new and exciting game of chance based on the traditional game of 

Two Up. 

A spinner is chosen from the players at the Two Up dice table. If accepted, the 

spinner must make a wager (“spinners wager”) for either heads or tails. For the 

spinner’s wager to win, the spinner must throw 3 sets of either heads or tails as 

determined by the spinner’s wager. The spinner’s wager will lose if 5 consecutive 

odds or the opposite result to the spinner’s wager is thrown. If successful, the 

spinner’s wager will be paid at 7.5 to 1. 

Each player at the table may place a wager (“players wager”) on either heads or 

tails. After each throw of the dice of the player’s wagers will be settled in 

accordance to its position on the layout. The player’s wager will lose if the 

spinners spins odds 5 consecutive times or the opposite result to the player’s wager 

is thrown. If successful, the player’s wager will be paid at 1 to 1. 

The house margin for the player’s wager is 3.125% and the house margin for the 

spinner’s wages is 3.403%. 


• 

• 

• 

• 

3 Card 

T.B.A. 

When game introduced 

4 Card 

T.B.A. 


Texas Hold’em Bonus 

T.B.A. 


Gaming machines 


Gaming machines in casinos in Queensland are programmed to return an expected 

average rate of a minimum 

of 90% or greater to the player over a long period of 

time. This player return rate is not an outcome of a single game but an average of 

many games on a machine over a period of time. The reason for this is that gaming 

machines use the concept of chance and randomness. Chance is the likely outcome 

of a particular event and randomness is the order in which the outcome will occur. 

For instance, the chance of getting a ‘head’ or a ‘tail’ when you toss a coin is 50/50 

and there is no particular order in which the head or tail will occur (randomness). As 

gaming machines have far more possibilities than a coin (which has only two 

possibilities – head or tail) the chance and randomness of achieving a winning 

outcome is very different, as illustrated in the table below. Generally the higher the 

prize, the more unlikely it is to occur. 


Prize value 

More than 500 

200 to 499 

100 to 199 

50 to 99 

20 to 49 

10 to 19 

5 to 9 

1 to 4 

Prize type by symbol 

combination 

Highest prize combination 

5 of a kind 





Chances of winning 

Overall chances on a single play line 


Chance of the prize happening 

on a single play line (including 

scatters) 

1 chance in: 

10,198 

2,669 

1,458 

450 

246 

106 

53 

10 

Chance of the combination 

happening on a single 

play line 

1 chance in: 

9,765,625 

4,784 

490 

Chance of ANY prize 1 in 8 

Chance of NO prize 7 in 8 

Caution 

• All the values shown are averages. It is likely that significant variations to 

these will happen during any session of play. 

• If the machine you are playing is a linked machine, the chances of a prize 

or combination occurring will be different to those above (but can only be 

better). 

Version 2 - 2006 Practice 1 – Casino Page 20 

45 

9

• Keno 


Keno uses a random number generator and the chance of winning the jackpot are as 

follows: 

7 spot 1 in 40,979 

8 spot 1 in 230,114 

9 spot 1 in 1,380,687 

10 spot 1 in 8,911,711 

The average player return rate for keno is 75%. 

• TAB 

The odds of winning for gambling on racing through the TAB are displayed on 

monitors in the casino for each particular race. On average, the player return rate for 

this form of gambling is 84%. 

5. Basic suggestions to enjoy gaming within your means: 

Only you can decide how much time and money you want to spend on gambling at the 

casino. You should spend only what you can afford to lose. 

When gambling at the casino, you should remember that all games are products of 

chance and randomness and there is no guarantee that you will achieve the winning 

outcomes all the time. Take a break from your gambling from time to time. 

You should also note that you cannot ‘confuse’ or ‘trick’ gaming machines to produce 

winning outcomes by playing at certain times of the day, touching the machine in a 

certain way, changing the speed of play or changing bet levels. 

6. In summary: 

The [Insert the Casino name] promotes a responsible approach to gambling and offers 

gaming for your enjoyment. Only you can decide how much time and money you want 

to spend on gambling at the casino. If you think you may have a problem controlling 

your gambling habits, please contact the casino on Telephone: [Insert Telephone 

number] 

© Tabcorp Holdings Limited 2006 

___________________________ 


Practices 

2. Interaction with customers and community 

Contents 

2.1 Community liaison 

2.2 Customer liaison role 

2.3 Customer complaints 

2.4 Training and skills development 


Form 2(a) Responsible Gambling – Incident Report 

Form 2(b) Complaint Handling Procedure 

Form 2(c) Register of Training 

Version 2 – 2007 Practice 2 – Casinos Page 1

Rationale 


Casinos aim to ensure the highest level of customer satisfaction through developing and 

implementing communication strategies to continue building relationships. 

Core elements 

• 

• 

• 

• 

Establish links between casinos and local relevant community networks and support 

services. 

Training of staff members for customer liaison. 

Establish a customer complaint handling procedure. 

Ongoing training for staff in responsible gambling services and products. 


2.1 Community liaison 


To support early intervention and prevention strategies, gambling providers 

are to establish mechanisms to link with: 

• 

local gambling-related support services; and 

• community networks where responsible gambling- related issues could be 

raised. 


Actions of the Casino Operator 


• 

ensure a member of the senior management team represents the Casino Operator in the 

customer liaison role to establish and continue open communication channels with local 

gambling related support services and relevant local community networks. 

• have knowledge of local community support services, including counselling services, to 

assist customers. 

Best Practice 

The casino could: 

• 

appoint a Responsible Gambling Committee, responsible for discussing responsible 

gambling issues, new initiatives, maintaining contact with community service providers. 


2.2 Customer liaison role 


Gambling providers are to nominate a person to perform the customer liaison 

role and who is trained to: 

• 

• 

• 

provide appropriate information to assist customers with gambling-related 

problems; 

support staff in providing assistance to those customers; and 

provide assistance to staff with gambling-related problems. 




• nominate positions within the property to facilitate the role of responsible 

gambling liaison. 

This position will be responsible for: 

• providing support, appropriate information and referral services for customers 

and/or their families who have self identified as having a gambling related 

problem. 

• providing support to staff in assisting customers with gambling related 

problems. 

• providing support to staff in the management of self-exclusions, venue-initiated 

exclusions, revocations and the handling of contraventions. 

• communicating to staff and customers any new responsible gambling policies 

and/or practices. 

• contributing to the maintenance of currency and delivery of responsible 

gambling training and development programs. 



• liaison with regulatory bodies (eg. Queensland Office of Gaming Regulation 

(QOGR) on all responsible gambling matters), internal departments, community 

support services, community and industry groups and other associations who 

contribute to partnerships that are committed to responsible gambling initiatives 

and practices. 

Best Practice 


• investigate and follow up all responsible gambling incidents that are reported to 

the Casino Operator. 

• complete a Responsible Gambling Incident Report [Form 2(a)] on incidents that 

occur in the casino. 

• provide ongoing maintenance of a Register of Responsible Gambling Incidents 

• implement new initiatives and ideas as they evolve with the ongoing 

recommendations outlined in the Code of Practice. 


2.3 Customer complaints 


Complaint handling procedures that can deal with gambling issues are 

established and promoted by gambling providers. 




• 

• 

• 

• 

address all customer complaints initiated through any source. 

ensure all customer complaints are handled by the appropriate manager on duty. 

implement Complaint Handling Procedures [Form 2(b)] in accordance with company 

and regulatory requirements. 

maintain a register of incidents and complaints, that are forwarded to Queensland Office 

of Gaming Regulation (QOGR). 

Best Practice 


• 

ensure the process for complaints is incorporated in communications to staff and 

customers. 

• establish a minimum time in which to respond to a complaint. 


2.4 Training and skills development 


Mechanisms are established to ensure that appropriate and ongoing 

responsible gambling training is provided to staff who provide gambling 

products to customers. In addition, the relevant owners, boards and 

managers receive appropriate information to guide decision making in 

relation to responsible gambling. 




• 

• 

• 

develop and implement a training program in line with national competencies (where 

feasible). 

train all gaming staff, security, managers, supervisors and other relevant staff in 

responsible gambling training programs. 

keep a Register of Training [Form 2(c)]. 

Best Practice 


• 

• 

• 

evaluate short, medium- and long- term training results. 

work in partnership with the Queensland Office of Gaming Regulation (QOGR) to 

capture information in the evaluation to assist in monitoring the effects or otherwise of 

training from a team member, customer and community perspective. 

consider other methods of delivering relevant gambling information – for example, online 

learning. 





� Promptly referring a patron who has a 

gambling related complaint to the 

Responsible Gambling Manager. 

� The casino will make regular contact 

with community support services. 

� All staff to demonstrate behaviours as 

highlighted in responsible gambling 

training program. 

� Upon request, providing the 

Complaint Handling Procedure to 

customers. 

X Discussing a customer’s gambling 

habits in front of other customers. 

X Staff providing gambling services are 

not trained in responsible gambling. 

X Patron incidents and complaints are 

not taken seriously. 



Form 2(a) 

RESPONSIBLE GAMBLING – INCIDENT REPORT 

Date: Time: Location: 

Reported by: ID No.: 

Customer’s Name: 

Customer’s Address: Phone: 

Customer’s DOB: Casino Account No.: 

INCIDENT DETAILS 

Report Details here: 

ACTION TAKEN 

REVIEW/RECOMMENDATIONS 

Self Exclusion Y N Exclusion Number: 

Suggested Follow Up By: 

Was the customer satisfied by your handling of the incident : Y N 

Report Completed By: ID No.: 

Department: Ext.: 

FORWARD TO 

Conrad Jupiters, Conrad Treasury, Jupiters Townsville, The Reef Hotel Casino 

Responsible Gambling Manager/Customer Liaison Officer (as applicable) 



Form 2(b) 

COMPLAINT HANDLING PROCEDURES 

The casino procedures for handling customer complaints is as follows: 

• 

• 

• 

• 

• 

• 

• 

Frontline staff member handles minor complaints. 

The matter is escalated to the next level as appropriate 

Should the complaint be of a particular matter or resolution is not satisfactory to all parties the 

manager on duty will escalate the matter to Gaming Operations Management. 

Queensland Office of Gaming Regulation receives notification of all decisions made at the 

Gaming Operations Management level. 

Should the complaint remain unresolved, the player is encouraged to report the situation to the 

Queensland Office of Gaming Regulation 

Should a complaint be made against the casino, the player is encouraged to contact the 

Queensland Office of Gaming Regulation directly. 

Complaints are recorded in pit diaries and in each Duty Manager’s report 



Form 2(c) 

REGISTER OF TRAINING 

RESPONSIBLE GAMBLING 

DATE: FACILITATOR: 

NAME ID NO DEPARTMENT SIGNATURE 


Practices 

3. Exclusion Provisions 

Contents 

3.1 Exclusion procedures and supporting documentation 

3.1.1 Self-exclusion (Section 91O) procedures and supporting documentation 

3.1.2 Venue Exclusion (Section 92) procedures and supporting documentation 

3.1.3 Venue Exclusion (Section 93A) for Problem Gambling 

3.1.4 Exclusions (Section 94) by Commissioner of Police 

3.1.5 Revocation procedures – Self-exclusions 

3.1.6 Revocation procedures - Exclusions 

3.1.7 Revocation procedures - Venue Exclusion 

3.1.8 Revocation procedures - Venue Exclusion for Problem Gambling 

3.1.9 Appeal 

3.2 Offering contact information for support 

3.3 Exclusion from other gambling providers 

3.4 Correspondence and promotional material (to excluded persons) 


3.6 Glossary 

Attachments 

Approved Forms: 

3A Self-exclusion Notice – English 

3B Self-exclusion Order – English 

3C Revocation Notice – Self-exclusion Order – English 

3D Exclusion Direction 

3E Application to Revoke Exclusion Direction 

3F Revocation Notice – Exclusion Direction 

3H Notice of Contravention of Exclusion Order/Direction 

Information Notices: 

Exclusion Direction Section 92 

3(i) Information Notice (Exclusion Direction) 

3(j) Information Notice (Refusal to Revoke an Exclusion Direction) 

Version 2 - 2007 Practice 3 – Casinos Page 1

Flowcharts: Pathways and protocols 

Other: 

Best Practice: 

3(k) Self-exclusion 

3(l) Venue Initiated Exclusion 

3(m) Revocation 

3(n) Risk Indicators for use by the Casino Operator 

3(p) Conditions of Re-entry 

3A Self-exclusion Notice – Chinese 

3A Self-exclusion Notice – Mandarin 

3A Self-exclusion Notice – Vietnamese 

3B Self-exclusion Order – Chinese 

3B Self-exclusion Order - Mandarin 

3B Self-exclusion Order – Vietnamese 

3C Revocation Notice – Self-exclusion Order – Chinese 

3C Revocation Notice – Self-exclusion Order – Mandarin 

3C Revocation Notice – Self-exclusion Order – Vietnamese 

3(p) Conditions of Re-entry – Chinese 

3(p) Conditions of Re-entry - Mandarin 

3(p) Conditions of Re-entry - Vietnamese 

Self-exclusion Revocation Information Sheet 

Casino Revocation Flowchart 

Notification of Exclusion 

3. Exclusion provisions 


Rationale 


Casinos will provide the option for customers to self-exclude by providing an environment 

that ensures the matter is dealt with sensitively, confidentially and in a timely manner. 

Responsible Gambling Core elements 

Self-exclude customers at their request. 

Provide contact information on counselling agencies. 

Self-exclusion material to be made available to casino staff and customers. 

Self-excluded customers are not to receive correspondence and promotional materials. 

Legislative references 

Casino Control Act 1982 

Keno Act 1996 

Wagering Act 1998 

3.1 Exclusion procedures and supporting documentation 

Gambling providers to provide exclusion procedures and supporting 

documentation 


3.1.1. Self-exclusion (Section 91O) procedures and supporting documentation 



• provide sensitive and confidential support in a timely manner to customers who 

wish to exclude themselves from the Casino. 

• ensure the customer is assisted upon request. 



• ensure the customer is provided with correct and comprehensive information 

pertaining to the Self-exclusion Notice, Self-exclusion Order, the Conditions of Re- 

Entry and Revocation Notice – Self-exclusion Order. 

• ensure that all relevant supportive evidence as outlined in the Conditions of Re- 

entry is taken into consideration when Revocation Notices are received. 

• ensure that customers who are experiencing adverse consequences as a result of 

their gambling behaviour are provided with assistance. 

The following initiatives are designed to assist in the implementation and maintenance of 

the Self-exclusion legislation: 

• training is conducted for all managers and staff involved in the Self-exclusion 

process. 

• the Responsible Gambling Manager and/or a Casino Manager (or appropriate 

nominated person ) is available to assist customers who wish to initiate a 

Self-exclusion Order or who are self-excluded. 

• a Responsible Gambling Committee meets regularly to review revocation notices 

for Self-exclusion Orders. A separate Committee has been formed at each Casino 

and membership comprises of representatives from gaming and non-gaming areas. 

The procedure for Self-exclusion is: 

• All Section 91O exclusions are handled by the Casino Manager (or appropriate, 

available nominated person ). 

• The customer will be assisted upon request or as soon as practicable. If business 

levels prevent this happening immediately, the customer will be encouraged to 

remain until the Casino Manager becomes available. The Responsible Gambling 

Manager is given the opportunity to attend and/or speak to the customer where 

practicable. 

• The customer can make contact with the Casino Manager via the Responsible 

Gambling Manager or any staff member. 

• Staff are trained on how to respond and to refer the customer for internal assistance. 

• The customer is accompanied to a private area by the Casino Manager (or 

appropriate available nominated person ) to complete the documentation. 

• A witness will be present during the completion of the documentation. 

• The customer may be asked to provide photo identification. 


• The customer is usually photographed by Surveillance. 

• The customer is offered an interpreter as required and where practicable. 

• Casino Manager provides: 

o Self-exclusion Notice [Form 3A] 

o Conditions of Re-entry 

o Self –exclusion Order [Form 3B]. 

• Casino Manager explains: 


o exclusion order covers entering or remaining in the Casino licensed area. In 

addition, the exclusion also covers placing a bet or attempting to place a bet on 

Keno and wagering at the TAB within the precinct 

o single or multiple site exclusion policy. 

o consequences of breaching a Self-exclusion Order [Form 3B] will generally 

incur a notice to Attend or Complaint/Summons. Max Fine $3000 

o Self-exclusion Order applies immediately and remains in force for 5 years from 

the date of issue or until a Revocation Notice – Self-exclusion Order 

[Form 3C] is given by the customer to the Casino Operator. 

o Revocation Notice - Self-exclusion Order [Form 3C] may only be completed: 

� within 24 hours of signing the Self-exclusion Order or 

� at least 12 months from the date of the Self-exclusion Order [Form 3B]. 

• Exclusion documentation translations may be available in other languages relevant 

to the Casino’s market. 

• The customer is asked to read, complete and sign the Self-exclusion Notice [Form 

3A]. 

• The Casino Manager gives the customer a list of counselling services for problem 

gamblers and documents the name/names provided on the Self-exclusion Order 

[Form 3B]. 

• The Casino Manager advises the customer of the areas of the venue that they are 

prohibited from entering as documented in the Self-exclusion Order [Form 3B]. 

• The Casino Manager completes the Self-exclusion Order [Form 3B] and issues it 

to the customer. 

• The Casino Manager informs the customer the Responsible Gambling Manager 

may assist them to exclude from other gaming venues if required. 

• Customer is asked to read and sign the acknowledgement of service of the 

Self-exclusion Order [Form 3B]. 



• The Casino Manager will arrange for a photo to be taken and escort the customer 

from the Casino. 

• The customer’s file is updated and loyalty card (if any) is suspended in order to 

discontinue distribution of promotional material. 

• The Register of Excluded Persons is updated for all exclusions. 

• A Casino Operator must keep a Register of Excluded Persons, and make it 

available for inspection by QOGR upon request. (Section 100C of the Casino 

Control Act) Penalty = 40 Penalty Units ($3000). 

3.1.2 Venue Exclusion (Section 92) procedures and supporting 

documentation 

A Casino Operator or Casino Manager may give a written direction to a person prohibiting 

the person from entering or remaining in the casino if the Casino Operator or Casino 

Manager believes on reasonable grounds – 

• the person has engaged in dishonest acts in relation to gaming or 

• the person has acted in a way affecting or potentially affecting the proper conduct 

or integrity of gaming or 

• the person has acted in a way affecting or potentially affecting the safety or 

wellbeing of a person or other persons in the casino (eg person has taken a minor 

into the casino; is scavenging or attempting to borrow money from other customers 

in the casino; selling or attempting to sell jewellery or other items of value in the 

casino) or 

• the person has engaged in unlawful conduct or 

• the safety of a dependant or someone in the care of the person is at risk because of 

the person’s presence in the casino (eg leaving children unattended within the 

casino precinct or the casino car park). 

If the Casino Operator operates more than 1 casino, a direction under Section 92 may relate 

to a stated casino, or all casinos operated by the operator. 

The procedure for Venue Exclusion is: 

1. All Section 92 venue exclusions are handled by the Casino Manager (or appropriate 

available nominated person). 

2. Customer is generally interviewed by the Gaming Inspector and/or the Police. The 

Casino Manager (or appropriate available nominated person) completes the 


Exclusion Direction S92 documentation. 

3. A witness must be present during the completion of the documentation. 

4. The customer is usually photographed by Surveillance. 

5. Casino Manager serves notice: 

• Exclusion Direction S92. 

6. The Casino Manager explains: 


• the exclusion order covers entering or remaining in the Casino licensed area. 

• the single or multiple site exclusion policy. 

• the consequences of breaching a Venue Exclusion will generally incur a Notice 

to Attend or Complaint/Summons. Max Fine $3000 

• the Venue Exclusion direction applies immediately and remains in force 

indefinitely from the date of issue or until an application to revoke the 

Exclusion Direction is made in writing by the customer. The Casino Operator 

must approve the revocation. Approval is at the discretion of the Casino 

Operator. 

7. The Casino Manager advises the customer of the areas of the venue that they are 

prohibited from entering as documented in the Exclusion Direction S92. 

8. The Casino Manager completes the Exclusion Direction S92 and issues it to the 

customer. 

9. The Casino Manager will arrange for a photo to be taken and escort the customer 

from the Casino. 

10. The customer’s file is updated and loyalty card (if any) is suspended in order to 

discontinue distribution of promotional material. 

11. The Register for Excluded Persons for all exclusions is updated. 

12. A Casino Operator must keep a Register of Excluded Persons, and make it 

available for inspection by QOGR upon request. (section 100C of the Casino 

Control Act) Penalty = 40 Penalty Units ($3000) 

3.1.3 Venue Exclusion (Section 93A) for Problem Gambling 

Under Section 93A of the Casino Control Act the Casino Operator may issue an 

Exclusion Direction [Form 3D]. This gives the Casino Operator the power to exclude the 

person from the venue when they believe on reasonable grounds that a person is a 

“problem gambler”. 



Considerations for an Exclusion Direction to be issued will include: 

1. Reports from the Responsible Gambling Incident Register. 

2. Information provided by a third party. 


3. A person who initiated a Self-exclusion Order and when revoking that Order has 

failed to provide the following information found in Casino Operator’s Conditions 

of Re-entry: 

• evidence from a counselling service to support their revocation notice. 

• supporting evidence from person/s with a close personal interest in their 

welfare. 

• information as requested by the Casino Operator. 

4. Recommendation from Responsible Gambling Committee and/or senior 

management. 

Provided there are reasonable grounds to believe it is in the best interest of the person an 

Exclusion Direction [Form 3D] could be initiated. If the decision is reached to issue an 

Exclusion Direction [Form 3D] then an Information Notice [Form 3i] must also be 

provided. 

The procedure for arriving at such a decision will be determined by the Casino Operator. 

A person who has been given an Exclusion Direction may appeal to the Magistrates Court 

within 28 days of date of issue. 

Consequences of breaching a Venue Exclusion for Problem Gambling will generally incur 

a Notice to Attend or Complaint/Summons. Max fine $3,000 

The Court may, if satisfied the defendant is a problem gambler, postpone its decision on 

administering a penalty on condition that the defendant agrees to attend counselling on a 

basis decided by the Court. 


3.1.4 Exclusions (Section 94) by Commissioner of Police 


The Commissioner of the Queensland Police Service may direct a Casino Operator in 

writing to exclude a specified person from the casino and the Casino Operator must comply 

with this request. 

3.1.5 Revocation procedures – Self-exclusion (Section 91O) 

To revoke a Self-exclusion Order [Form 3B] a person may submit a Revocation Notice 

[Form 3C] within 24 hours of the receipt of the order. Otherwise a Revocation Notice 

[Form 3C] may only be given to the gambling provider to revoke the Self-exclusion 

Order [Form 3B] following a minimum exclusion period of 1 year. 


Procedure for Revocation Notices – within 24 hours 

If a person wishes to revoke their Self-exclusion Order [Form 3B] within 24 hours of its 

receipt the person must complete a Revocation Notice - Self-exclusion Order [Form 3C]. 

This will be facilitated at a meeting with the Casino Manager who will supply a copy of the 

[Form 3C] for completion. The person who is excluded MUST NOT be taken into a 

licensed area to complete the forms. Severe penalties apply to the Casino Operator and the 

individual for breaches under S100B of the Casino Control Act if the Casino Operator fails 

to take reasonable steps to prevent the person from entering or remaining in the casino. 

The Responsible Gambling Manager may become involved (by phone or appointment) as 

necessary. 

The revocation notice period (28 days) begins as soon as it is received (see below). The 

Responsible Gambling Committee may decide to initiate an Exclusion Direction 

[Form 3D] however this is an independent process from revocation. 

Procedure for Revocation Notices – after 1 year 

If a person wishes to revoke their Self-exclusion Order [Form 3B] after a minimum 



period of one year they must complete a Revocation Notice - Self-exclusion Order [Form 

3C]. If requested the Casino Operator will send a copy of the [Form 3C] together with an 

Information Sheet outlining the Conditions of Re-Entry and a self addressed envelope 

for returning completed forms to the Responsible Gambling Manager. 

The Revocation Notice - Self-exclusion Order [Form 3C] will be date stamped/receipted 

upon receipt. The revocation notice takes effect 28 days after it is given to the Casino 

Operator. If the Casino Operator does nothing, then the person may assume their 

Self-exclusion Order has been revoked (expired) and they are permitted to gamble. 

The Responsible Gambling Manager will compile advice to the Responsible Gambling 

Committee on a case by case basis and/or convene a meeting with the Committee if 

required. The Committee will make the decision whether or not to initiate an Exclusion 

Direction [Form 3D] under Section 93A however this is a separate, independent process. 

The decision of the Responsible Gambling Committee will be communicated to the 

Self-excluded person by the Casino Operator either by letter acknowledging receipt of the 

Revocation Notice - Self-exclusion Order [Form 3C] and advising the date upon which 

their exclusion expires and the person may re-enter the Casino, or an Exclusion Direction 

[Form 3D] and Information Notice – Exclusion Direction [Form 3i] will be issued to the 

person if the Responsible Gambling Committee has decided to implement a Venue 

Exclusion for problem gambling. This process will be completed within the 28 day notice 

period. 

3.1.6 Revocation procedures – Self-exclusion (Section 92) 

Revocation of Self-exclusion Directions under S92 of Casino Control Act 1982. 

From May 1, 2005 all Self-exclusion Directions under S92 of the Casino Control Act 1982 

dated prior to May 1, 2005 will expire on 30th April, 2010. 

To apply for revocation of S92 Self-exclusion earlier than 30th April, 2010, applications 

must be sent in writing to the Casino Operator seeking revocation. All S92 Self-exclusion 

reviews will generally be conducted twice yearly in February and August by an Exclusions 

Committee. It is at the discretion of the Casino Operator whether or not the exclusion is 



revoked. The person will be notified of the decision of the Committee by mail and if 

revocation is approved, the date upon which the person may re-enter the Casino will be 

communicated. 

Persons self-excluded under S92 do not have right of re-entry until advised by the Casino 

Operator. Applications for revocation from persons excluded under S92 do not have to be 

dealt within 28 days. 

3.1.7 Revocation procedures – Venue Exclusions (Section 92) 

Revocation of Venue Exclusion Directions under S92 of Casino Control Act 1982. 

To apply for revocation of S92 venue exclusion, applications must be sent in writing to the 

Casino Operator seeking revocation. All S92 venue exclusion reviews will generally be 

conducted twice yearly in February and August by an Exclusions Committee. It is at the 

discretion of the Casino Operator whether or not the exclusion is revoked. The person will 

be notified of the decision of the Committee by mail and if revocation is approved, the date 

upon which the person may re-enter the casino will be communicated. Persons who are 

venue excluded under S92 do not have right of re-entry until advised by the Casino 

Operator. 

3.1.8 Revocation procedures – Venue Exclusions for Problem Gambling 

(Section 93A) 

One (1) year from the date the Exclusion Direction was issued, a person excluded under 

Section 93A can provide an Application to Revoke Exclusion Direction [Form 3E] to 

the Casino Operator to have their revocation considered. The Casino Operator will either 

revoke or refuse to revoke the exclusion direction within 28 days. Should the Casino 

Operator fail to decide the application within 28 days, the failure is taken to be a decision 

not to revoke the exclusion direction i.e. - the exclusion remains in place. 

The following documentation in support of the Application to Revoke Exclusion 

Direction [Form 3E] must be provided: 

• evidence from a counselling service provider in support of the application. 

• evidence provided by persons with a close personal interest in the applicant’s 

welfare. 



• a personal statement to the effect that the circumstances leading to their exclusion 

no longer apply. 

The person must acknowledge the General Conditions of Entry of the Casino Operator as 

defined in the Application to Revoke Exclusion Direction [Form 3E], that is: 

• their personal responsibility to gamble in a way that is unlikely to cause physical, 

emotional or financial distress to themselves or others. 

• their personal responsibility to access problem gambling information made 

available by the Casino Operator, should the need arise. 

• their personal responsibility to seek the assistance of the Casino Operator, should 

the need arise. 

• the role of the Casino Operator’s staff in this regard. 

Persons excluded under Section 93A do not have automatic right of re-entry 28 days from 

the date of the receipt of the Application to Revoke Exclusion Direction [Form 3E]. 

3.1.9 Appeal 

Where the Casino Operator issues an Exclusion Direction or refuses an application to 

revoke an Exclusion Direction [Form 3D], the customer may appeal this decision through 

the Magistrates Court. 

Details regarding rights of appeal must be provided to the customer with their Information 

Notice - Exclusion Direction [Form 3i] at the time of the issue of the Exclusion Direction. 

A decision to refuse to revoke an existing Exclusion Direction is to be relayed to the 

customer by completion of Information Notice - Refusal to Revoke an Exclusion 

Direction [Form 3j]. 


3.2 Offering contact information for support 


Gambling providers offer customers who seek self-exclusion contact 

information for gambling-related support services. 




• work closely with external Support Agencies in providing assistance and 

information to customers who wish to self exclude. 

• list names and contact telephone numbers of relevant gambling-related support 

services on all copies of the Self-exclusion Order [Form 3B]. 

• provide all self-excluding persons with a copy of relevant responsible gambling and 

where to get help information. 

Best Practice 


• place self-exclusion, responsible gambling and where to get help information and/or 

posters in the casino licensed area and in high traffic areas. 

3.3 Exclusion from other gambling providers 

Self-excluded gambling customers are to be given support in seeking 

exclusions from other gambling providers, where practicable. 




• assist self-excluded persons to self-exclude from other gambling providers when 

requested. 

• inform customers which casinos they are excluded from. 



• provide support to customers in seeking consensual exclusions from other gambling 

providers where practicable. 

Best Practice 


• provide the customer with contact numbers of other casinos and/or relevant gaming 

venues that may be appropriate for the customer to self-exclude from. 

3.4 Sending of correspondence or promotional material to 

excluded customers 

Gambling providers are not to send correspondence or promotional material 

to gambling customers who are excluded or known to have formally 

requested that this information not be sent 




• identify all excluded persons and persons who do not wish to receive promotional 

material in the loyalty program data base. 

• ensure self-excluded persons and persons who have requested not to receive 

correspondence do not receive promotional material. 

• maintain the Register of Excluded Persons. 

• suspend customer loyalty card (as applicable). 

Best Practice 


• conduct a review of the Register of Excluded Persons on a regular basis with a 

view to maximising the Casino Operator’s ability to manage the Register. 



√ 



Explain in detail the requirements and X Dismiss a customer’s request for Self- 

procedures of Self-exclusion to 

customers who request Self-exclusion. 

√ Providing customers with contact 

information for gambling-related 

√ 

√ 

support services for problem gamblers 

and document the name/names 

provided on the Self Exclusion / Re- 

entry Incident Report. 

Maintain Register of Excluded 

Persons. 

Remove excluded customers’ names 

from the customer mailing list. 

exclusion. 

X Provide counselling to customers who 

request Self-exclusion, instead of 

referring them to appropriate local 

support agencies. 

X Knowingly allow Self-excluded 

customers to enter gambling areas and 

to partake in gambling activities. 

X Intentionally leave the name of an 

excluded customer on the mailing list. 


3.6 Glossary 


Casino: Means the areas of a hotel-casino complex identified in 

the casino licence as the areas of the casino, and 

includes not only the areas for the conduct and playing 

of games but also areas for money counting, 

surveillance, accounting, storage and other activities 

related to the operation and functioning of the casino. 

Casino Manager: Means a person designated as a shift manager for the 

casino by the Casino Operator or a more senior person 

who takes part in managing the operations of the 

casino. 

Exclusion Direction: A document initiated and issued by the Casino 

Operator to a customer to exclude them from the casino 

licensed area and other gambling products at the venue. 

Exclusion: A prohibition against a customer from entering or 

remaining in the casino licensed area and participating 

in other gambling products at the venue. 

Executive Director: The Executive Director of the Queensland Office of 

Gaming Regulation, Locked Bag 180, City East Q4002. 

May be referred to as the Chief Executive in the 

legislation. 

Information Notice: A notice given to a customer when issued with an 

Exclusion Direction or rejection of revocation, detailing 

reasons for exclusion or decision and further avenues 

for action. 

Informed Consent: Where a customer is provided with information, both 

positive and negative, about the self-exclusion process 


Notice of Contravention of 


to assist them to choose to proceed or otherwise with a 

Self-exclusion Notice. 

Exclusion Order/Direction: Where the Casino Operator prevents an excluded 

customer from entering or remaining in the casino 

licensed area, and the customer attempted to contravene 

their Exclusion Order or Direction. A notice advising 

of the event is to be submitted to the Executive 

Director. 

Problem Gambler: Means a person whose behaviour indicates a 

compulsion to gamble, an addiction to gambling, or an 

inability or disinclination to make rational judgments 

about gambling. 

Responsible Gambling: Responsible gambling occurs in a regulated 

environment where the potential for harm associated 

with gambling is minimised and people make informed 

decisions about their participation in gambling. 

Responsible gambling occurs as a result of the 

collective actions and shared ownership of individuals, 

communities, the gambling industry and the 

Government to achieve outcomes that are socially 

responsible and responsive to the concerns of the 

broader community. 

Revocation: Cancelling the Self-exclusion Order or Exclusion 

Direction issued to a customer. Following revocation 

the customer is able to re-enter the casino licensed area 

without interference. A Revocation is initiated by the 

customer. Please note that in some circumstances a 

revocation notice may be refused by the Casino 

Operator. Please refer to Section 3.1.5 to 3.1.8 for 

further details. 



Self-exclusion Order: A document initiated by the customer and issued by the 

casino to exclude a person from the casino and/or other 

gambling products. 

Venue: A generic term to refer to the location of gaming 

activities, such as hotel, club or casino. 


Applicable to: 

Form 3A 

Self-exclusion Notice 

Casino Control Act 1982—S91N, Gaming Machine Act 1991—S261 

Keno Act 1996—S154A, Wagering Act 1998—S216A 

√ Casino Operator under the Casino Control Act 1982 

√ Agent under the Keno Act 1996 

√ General Operator (eg: UNiTAB Limited or TAB Agent) under the Wagering Act 1998 

To the gambling provider at …………………………………………………………………………. CASINO: 

I ask that you prohibit me from: 

and 


entering or remaining in: 

……………………………………………………………………………………………..……… Casino/s 

taking part in keno gaming at; 

…………………………………………………………….…………………………..………….. Casino/s 

taking part in approved wagering at: 

……………………………………………………………………………………………………. Casino/s 

Patron’s Details (please print) 

Form 3A 

April 2005 

Family Name: ___________________________________________________________________________ 

Given Name/s: _________________________________ Date of Birth: _____ / ______ / _______ 

Address: ______________________________________________________Postcode:_________________ 

Phone No: _____________ Mobile: ______________ Email: _____________________________________ 

I am asking for this exclusion for the following reason/s: 

______________________________________________________________________________________ 

______________________________________________________________________________________ 

________________________________________________________________________________

Provision of Recent Photo 

Form 3A 

April 2005 

1. If the self-exclusion relates to a casino, this notice must be accompanied by a recent photo as required by S91N 

(2) of the Casino Control Act 1982. The casino operator will usually arrange for this photo to be taken. 

2. If the gambling provider requests a photo to confirm your identity, you must provide a recent photo. 

Recent photo provided: 

Yes No 

Signature of Patron: __________________________________ Date: _____ / _____ / _____ 

Signature of Witness: _________________________________ Date: _____ / _____ / _____ 

(Note: Witness may be casino operator/licensee/appointed agent /general operator or a person nominated by the patron.) 

Name of Witness: _____________________________________________________________________ 

(Please print) 

This form combines Approved Form 26A under the Casino Control Act 1982, Form 72A under the Gaming Machine Act 1991, Form 35A 

under the Keno Act and Form 22A under the Wagering Act 1998. 

Office Use Only 

The information provided by you and included in this notice and your photograph is maintained for the purpose of ensuring 

we comply with your request to be excluded from ……………………… …….. . Casino/s. As your exclusion applies to 

……………… casino/s in Queensland, we may disclose your details (including information we receive from third parties) 

to other casinos within the …………….group in Queensland and to the Queensland Office of Gaming Regulation. 

However, we only disclose your personal information if it is necessary for the purpose of complying with your request 

and/or our legal obligations under the Casino Control Act 1982. 

If you wish to correct or request access to your information or if you have any queries regarding our privacy policy, please 

contact the Privacy Officer by calling ……………….., faxing us at ……………… or write to the Privacy Officer at 

………………………………………………………... 

Self-exclusion notice received by ______________________________________ Position held__________________________ 

Location ___________________________________________ Date ___/___/___ Exclusion reference number _____________ 

Player loyalty number or equivalent _________________________________________Photo received Yes No 

Date self-exclusion order given ______/_______/_______ 

Original to: Copies to:

Form 3B 

Self-exclusion Order 

Casino Control Act 1982—S91O, Gaming Machine Act 1991—S261A, 

Keno Act 1996—S154B, Wagering Act 1998—S216B 

To ______________________________________________________________________(patron’s name) 

________________________________________________________________________patron’s address) 

/ / (patron’s date of birth) 

From am / pm on this date / / (date order given) 

you are prohibited from: 


…………………………………………………………….………………. Casino/s. 

taking part in keno gaming at; 

……………………………………………………………..………………. Casino/s. 

taking part in approved wagering at; 

…………………………………………………………….………………... Casino/s. 

This self-exclusion order was given in response to the receipt of a self-exclusion notice dated / / 

Form 3B 

April 2005 

You are advised that this self-exclusion order has effect immediately and remains in force until / 

/ 5 years from date of order given) or until a revocation notice given by you to the gambling provider 

takes effect. 

To revoke this self-exclusion order, you must submit a revocation notice to the gambling provider within 24 

hours of receiving this order. 1 

The revocation notice takes effect when it is given to the gambling provider. 2 

Otherwise to revoke this self-exclusion order, you may only submit a revocation notice to the gambling provider 

after 1 year of receiving this order. 3 

gambling provider. 4 

The revocation notice takes effect 28 days after the day it is given to the 

1 

(As per S91P(2)(a) of the Casino Control Act 1982; S261B(2)(a) of the Gaming Machine act 1991; S154(2)(a) of the Keno Act 1996; S216(2)(a) of the Wagering Act 1998). 

2 

(As per S91P(3)(a) of the Casino Control Act 1982; S261B(3)(a) of the Gaming Machine act 1991; S154(3)(a) of the Keno Act 1996; S216(3)(a) of the Wagering Act 1998). 

3 

(As per S91P(2)(b) of the Casino Control Act 1982; S261B(2)(b) of the Gaming Machine act 1991; S154(2)(b) of the Keno Act 1996; S216(2)(b) of the Wagering Act 1998). 

4 

(As per S91P(3)(b) of the Casino Control Act 1982; S261B(3)(b) of the Gaming Machine act 1991; S154(3)(b) of the Keno Act 1996; S216(3)(b) of the Wagering Act 1998).

The following organisations provide counselling services for problem gamblers. 

Gambling Helpline – free call in Queensland 24 hours 1800 222 050 

Gambling Help Gold Coast – Relationships Australia (07) 5575 6122 

Gambling Help Brisbane – Relationships Australia (07) 3423 6950 

Gambling Help Townsville – Centacare Townsville (07) 4772 9000 

Gambling Help Cairns & Tablelands – Lifeline (07) 4050 4955 

Signature of Authorised Person: __________________________Date order given: ____ /____ /____ 

Name of Authorised Person: -__________________________________________________________ 

(please print) 

Position of Authorised Person: - ________________________________________________________ 

Acknowledgement of Service I, 

Form 3B 

April 2005 

_________________________________________________________________ (name of patron) acknowledge 

receipt of the original of this document given to me on _____ /_____ /_____ (date) at ..................................... 

Casino. 

Signature of Patron: ____________________________ Date: _____ /_____ /_____ 

5 

(As per S100 of the Casino Control Act 1982; S261G of the Gaming Machine Act 1991; S154H of the Keno Act 1996; S216H of the Wagering Act 1998). 6 

(As per 

S100B (3) of the Casino Control Act 1982; S261I (3) of the Gaming Machine Act 1991; S154J (3) of the Keno Act 1996; S216J (3) of the Wagering Act 1998). 

The information provided by you and included in this notice and your photograph is maintained for the purpose of 

ensuring we comply with your request to be excluded from …………………………………. Casino/s. As your 

exclusion applies to ……….. casino/s in Queensland, we may disclose your details (including information we receive 

from third parties) to other casinos within the …………….. group in Queensland and to the Queensland Office of 

Gaming Regulation. However, we only disclose your personal information if it is necessary for the purpose of 

complying with your request and/or our legal obligations under the Casino Control Act 1982. 

If you wish to correct or request access to your information or if you have any queries regarding our privacy policy, 

please contact the Privacy Officer by calling …………….., faxing us at ……………… or write to the Privacy Officer at 

……………………………………….. 

This form combines Approved Form 26B under the Casino Control Act 1982, Form 72B under the Gaming Machine Act 1991, Form 35B under the 

Keno Act 1996 and Form 22B under the Wagering Act 1998. 

Office use only 

Exclusion reference number: ___________________ 

Player loyalty number or equivalent: ____________________ 


Form 3C 

Revocation Notice—Self-exclusion Order 

Casino Control Act 1982—S91P, Gaming Machine Act 1991—S261B, 

Keno Act 1996—S154C, Wagering Act 1998—S216C 




√ General Operator (e.g. UNiTAB Limited or TAB Agent) under the Wagering Act 1998 

To the gambling provider at ................................... Casino. 

I wish to revoke the self-exclusion order given to me at _________ am/pm on ___ /___ /___ (date) 

Page 1 of 2 

Form 3C 

April 2005 

relating to: Self-exclusion order prohibiting me from entering or remaining in the Casino licensed area. In 

addition, the exclusion also prohibits me from placing a bet or attempting to place a bet on Keno and Wagering at 

the TAB within the precinct of ......................................................................... 

My details are: (please print) 

Family Name: ____________________________________________________________________________ 

Given Name/s:____________________________________________ Date of Birth: _____ /_____ /_____ 

Address: _______________________________________________________ Postcode: __________________ 

Phone No:____________________ Mobile:_____________________ Email:_______________________________ 

This notice is given to you: (tick as applicable) 

� within 24 hours of my receiving the above self-exclusion order and will take effect immediately the 

or 

gambling provider is given the notice; 

� after 1 year after my receiving the above self-exclusion order and will take effect 28 days after the day it is 

� 

given to the gambling provider. 

I understand that the gambling provider may give me an exclusion direction if they believe, on reasonable grounds, that I am a 

problem gambler. 1 

Note: “Problem gambler” means a person whose behaviour indicates a compulsion to gamble, an addiction 

to gambling, or an inability or disinclination to make rational judgements about gambling. 

Signature of Patron:_____________________________________________ Date: _____ /_____ /_____ 

This form combines Approved Form 26C under the Casino Control Act 1982, Form 72C under the Gaming Machine Act 1991, Form 35C under the 

Keno Act 1996 and Form 22C under the Wagering Act 1998. 

As per S93A of the Casino Control Act 1982; S261C of the Gaming Machine Act 1991; S154D of the Keno Act 1996; S216D of the Wagering Act 1998.


Page 2 of 2 

Form 3C 

April 2005 

Revocation notice received by ______________________________________ Position held__________________________ 

Location _____________________________________________________________________________ Date ___/___/___ 

Exclusion reference number ______________________Player loyalty number or equivalent __________________________ 


To: (patron’s name) 

(patron’s address) 

Exclusion Direction 

Casino Control Act 1982 – S93A, Gaming Machine Act 1991 – S261C 


Keno Act 1996 – S154D, Wagering Act 1998 – S216D 

From am / pm on this date / / (date order given) 

You are prohibited from: (choose an option and tick as applicable) 



.................................................................................................... Casinos 

taking part in a keno gaming at; 

.................................................................................................... Casinos 

taking part in approved wagering at; or 

........................................................................................................ Casinos 

Signature of Authorised Person: _______________________________Date: / / 

Name of Authorised Person: 

Position of Authorised Person: 


Form 3D 

April 2005 

This exclusion direction was given because the gambling provider believes on reasonable grounds that you are a 

“problem gambler”. 1 

Note: “Problem gambler” means a person whose behaviour indicates a compulsion to gamble, an addiction to 

gambling, or an inability or disinclination to make rational judgements about gambling. 

1 As defined in the Schedule(Dictionary)of the Casino Control Act 1982; the Gaming Machine Act 1991;the Kino Act 1996; Wagering Act 1998. 

An information notice for this decision is attached. 

You are advised that this exclusion direction remains in force until am / pm on / / (5 years 

from date of order given) unless revoked earlier in writing by the gambling provider. 

An application to revoke the exclusion direction must be in the approved form and supported by enough information 

to enable the gambling provider to decide the application. An application may only be made at leave 1 year after the 

day you were given the exclusion direction (the anniversary day), and only 1 application may be made per 12 month 

(year) period. The 12 month period during which you may make an application commences on the anniversary of the 

day you were given the exclusion direction. 2

Please note: 

•If you contravene this exclusion direction by taking part in approved gambling at, or entering or remaining in, a 

gambling provider’s approved place of operation, the subject of this order, you may incur a maximum penalty of 

$3,000 (40 penalty units). 3 

•A gambling provider, employee or agent is permitted to use necessary and reasonable force to prevent you 

from contravening this order by taking part in approved gambling at, or entering or remaining in, a gambling 

provider’s approved place of operation, the subject of this order. 4 

2 As per S98 of the Casino Control Act 1982;S261E of the gaming Machine Act 1991; S154F of the Keno Act 1996;S216F of the Watering Act 1998. 

3 As per S100 of the Casino Control Act 1982;S261G of the gaming Machine Act 1991; S154H of the Keno Act 1996;S216H of the Watering Act 1998. 

4 As per S100B(3) of the Casino Control Act 1982;S261(3)G of the gaming Machine Act 1991; S154(3) of the Keno Act 1996;S216(3) of the Watering 

Act 1998. 

Statement of Service 

I have given 

(name of authorised person) 

an exclusion direction by: 

(patron’s name) 

delivering the exclusion direction and information notice to the above-named person personally 

at (address) 

leaving the exclusion direction and information notice with a person at the usual place of residence last 

known to me of the person who could not be reasonably found 

at (address) 

sending the exclusion direction and information notice by registered post by so posting at 

Post Office addressed to the person at: 

, being the last place of residence known to me. 

Signature of Authorised Person Date: ____ / ____ / ____ 

Signature of Witness:_______________________________________________Date: ___ /____/_____ 

(Note: Witness may be casino operator/licensee/appointed agent/general operator or a person nominated by the patron.) 

Name of Witness:_____________________________________________________________________ 


This form combines Approved Form 26D under the Casino Act 1982, Form 72D under the Gaming Machine Act 

1991, Form 35D under the Keno Act 1996 and From 22D under the Wagering Act 1998. 


The information provided by you and included in this notice and your photograph is maintained for the purpose of 

ensuring we comply with your request to be excluded from ........................................................................................ 

Casinos. As your exclusion applies to all .......................... casinos in Queensland, we may disclose your details 

(including information we receive from third parties) to other casinos within the .............. group in Queensland and to 

the Queensland Office of Gaming Regulation. However, we only disclose your personal information if it is necessary 

for the purpose of complying with your request and/or our legal obligations under the Casino Control Act 1982. 

If you wish to correct or request access to your information or if you have any queries regarding our privacy policy, 

please contact the Privacy Officer by calling ...................., faxing us at ...................... or write to the Privacy Officer at 

....................................... 





Application to Revoke Exclusion Direction 

Casino Control Act 1982-S98, Gaming Machine Act 1991-S261E, 

Keno Act 1996-S154F, Wagering Act 1998-S216F 



√ General Operator (e.g. UNiTAB Limited or TAB Agent) under the Wagering Act 1998 

To the gambling provider at ............................. 

I am applying for revocation of the exclusion direction give to me on ____/____/____relating to: 

Form 3E 

April 2005 

Exclusion Direction prohibiting me from entering or remaining in the Casino Licensed area. In addition, 

the exclusion also prohibits me from placing a bet or attempting to place a bet on Keno and Wagering at 

the TAB within the precinct of .......................................................................................... 

(Note: An application may only be made at least 1 year after the day you were given the exclusion direction, and may be made only 

once per year commencing on the anniversary of the day you were given the exclusion direction.) 

My details are as follows: (please print) 

Family Name: _____________________________________________________________________ 

Given Name: _____________________________________________Date of Birth: ____/____/____ 

Address: __________________________________________________Postcode: _______________ 

Phone No: __________________Mobile: ___________________Email: _______________________ 

In support of my application to revoke the exclusion direction, I attach the following: 

evidence from a counselling service provider in support of this application; 

evidence provided by persons with a close personal interest in my welfare; 

other relevant supportive evidence (e.g. personal statement). 

I acknowledge that as part of the condition of re-entry and ................................................................................. 

Casinos commitment to promoting responsible gambling, the gambling provider reserves the right to monitor my 

gambling activities. 

This may consist of nay or all of the following: 

• the operation observations by staff performing their day-to-day venue duties. 

• information provided by a third party adjudged to have a close personal interest in my welfare; 

• recording and assessing the visitation rate/time spent at a gambling activity; 

• information concerning my gambling expenditure and/or identification details supplied to the gambling 

provider; and 

• if a player account/or equivalent exists, assessing my average account depletion rate. 

I acknowledge: 

• my personal responsibility to gamble in a way that is unlikely to cause physical, emotional or financial 

distress to myself or to others; 

• my personal responsibility to access problem gambling information made available by the gambling 

provider’s staff, should the need arise; 

• my personal responsibility to seek the assistance of the gambling provider’s staff, for my gambling related 

problem should the need arise; and 

• the role of the gambling provider’s staff in this regard. 

I understand that within 28 days of receiving this application, the gambling provider will either revoke or refuse to 

revoke the exclusion direction. If the gambling provider: 

• decides to revoke the exclusion direction, the gambling provider will give me a revocation notice. ¹ 

• refuses to revoke the exclusion direction, the gambling provider will give me an information notice for the 

decision. ² 

• fails to decide the application within 28 days after its receipt, the failure is taken to be a decision by the 

gambling provider to refuse to revoke the exclusion direction. ³ 

Page 1 of 2

¹ As per S99(5) of the Casino Control Act 1982;S261F(5) of the gaming Machine Act 1991;S154G(5) of the Keno Act 1996;S216G(5)of the 


² As per per S99(7) of the Casino Control Act 1982;S261F(7) of the gaming Machine Act 1991;S154G(7) of the Keno Act 1996;S216G(7)of the 


³ As per S99(3) of the Casino Control Act 1982;S261F(3) of the gaming Machine Act 1991;S154G(3) of the Keno Act 1996;S216G(3) of the 


I acknowledge that I am not permitted to enter the abovementioned venue until I have been advised in writing by the gambling 

provider that the exclusion direction has been revoked. 

Signature of Patron:______________________________________________________________Date: ____/____/____ 

This form combines Approved Form 26E under the Casino Control Act 1982, Form 72E under the Gaming Machine Act 1991, Form 35E under 

the Keno Act 1996 and From 22E under the Watering Act 1998. 


Revocation notice received by ______________________________________ Position held__________________________ 

Location _____________________________________________________________________________ Date ___/___/___ 

Exclusion reference number ______________________Player loyalty number or equivalent __________________________ 

Original to: Copies to: 



Revocation Notice – Exclusion Direction 

Casino Control Act 1982 – S99(5), Gaming Machine Act S261F(5) 

Keno Act 1996-S154G(5), Wagering Act 1998-S216G(5) 



Your application to revoke the exclusion direction given to you at am / pm on / / 

(date) was considered and a decision was made to revoke the exclusion direction. 

Upon receipt of this revocation notice – exclusion direction you are permitted to: 

□ enter or remain in: 


Form 3F 

April 2005 

……………………………………………………………………………………………………… Casinos 

□ take part in keno gaming at; 


□ take part in approved wagering at; 


Signature of Authorised Person: _______________________________________Date:____ / ____ / ____ 

Name of Authorised Person: (please print) 



Exclusion reference number _______________________________ 

Play loyalty number or equivalent____________________________ 


Notice of Contravention of 

Self-exclusion Order/Exclusion Direction 

Casino Control Act 1982 – S100(D), Gaming Machine Act 1991 – S261(K) 

Keno Act 1996 – S154(L), Wagering Act 1998 – S216(L) 

To: The Executive Director 

Queensland Office of Gaming Regulation 

Locked Bag 180 

CITY EAST QLD 4002 

The following person: 

Family Name: 

Given Name(s) Date of Birth: / / 

Address: Postcode: 

Phone No: Mobile: Email: 

contravened a self-exclusion order/exclusion direction by: 

entering or remaining in Casino 

taking part in keno gaming at Casino 

taking part in approved wagering at Casino 

on / / at am / pm. 

Details of Contravention 

(Note: If insufficient space, attach incident report) 

Details of Self-exclusion Order/Exclusion Direction 

Type of exclusion 

1 

Period of Self-exclusion Order/Exclusion Direction / / to / / 

(Start) (Finish) 

Signature of Authorised Person_______________________________________________________ 

Name of Authorised Person 


Position of Authorised Person Date / / 

Form 3H 

April 2005 

1 As per S91O/93A of the Casino Control Act 1982; S261A/S261C of the Gaming Machine Act 1991; S154B/S154D of the Keno Act 1996; S216B/S216D 

of the Wagering Act 1998.

Original to: QOGR on site inspectorate 

Copies to:

Information Notice – Exclusion Direction 

Casino control Act 1982-S93A(4), Gaming Machine Act 1991-S261C(3) 

Keno Act 1996-S154D(3), Wagering Act 1998-S216D(3) 


Form 3i 

April 2005 

In accordance with section 93A of the Casino Control Act 1982; section 261C of the Gaming Machine Act 

1991; section 154D of the Keno Act 1996; section 216D of the Wagering Act 1998; an exclusion direction 

has been given to you by the: 

............................................................. Casino 

Decision 

From am / pm on / / (date) you are prohibited from: (specify) 

Entering or remaining in the Casino licensed area. In addition, the exclusion also prohibits you 

from placing a bet on Keno and Wagering at the TAB within the precinct of 

.......................................................... 

Reasons 

The reasons for the decision to prohibit you are: (specify) 

Right of appeal 

In accordance with section 91H of the Casino Act 1982; section 31(2A)(a) of the Gaming Machine Act 

1991; section 239A(a) of the Keno Act 1996; section 302A(a) of the Wagering Act 1998; a person who 

has been given an exclusion direction, may appeal to a Magistrates court. 

Details of how an appeal may be commenced are provided in section 91l of the Casino Control Act 1982; 

section 33 of the Gaming Machine Act 1991; section 239B of the Keno Act 1996; and section 302B of the 

Wagering Act 1998. 

Starting Appeal 

An appeal is started by – 

(a) filing a notice of appeal with the clerk of a Magistrates Court; and 

(b) serving a copy of the notice on the gambling provider who made the decision, and 

(c) complying with rules of court application to the appeal. 

The notice of appeal must be filed within 28 days after the person is given the information notice for the 

decision. 

The notice of appeal must state fully the grounds of appeal. 

A fee will be payable to the Magistrates Court with respect to the appeal. 

Signature of Authorised Person: ___________________________________________ 

Date: / / 

Name of Authorised Person: (please print) 

Position of Authorised Person:






Information Notice – 

Refusal to Revoke an Exclusion Direction 

Casino Control Act 1982-S99(7), Gaming Machine Act 1991-S261F(7) 

Keno Act 1996-S154G(7), Wagering Act 1998-S216G(7) 



Form 3j 

April 2005 

On / / (date), your application to revoke an exclusion direction given to you on / / (date) 

by the: ……………………………………….. Casino was received. 

In accordance with section 99 of the Casino Act 1982; section 261F of the Gaming Machine Act 1991; section 154G of 

the Keno Act 1996; section 216G of the Wagering Act 1998; your application to revoke the exclusion direction has been 

considered. 

Decision 

On / / (date) a decision to refuse to revoke the exclusion direction was made. Accordingly, the 

exclusion direction given to you on / / (date) remains in force until / / . 

Reasons 

The reasons for the decision to refuse to revoke the exclusion direction are as follows: 

Signature of Authorise Person: ______________________________________________Date: / / 

Name of Authorised Person: 


Right of Appeal 


In accordance with section 91H(b) of the Casino Control Act 1982; section 31(2A)(b) of the Gaming Machine Act 1991; 

section 239A(b) of the Keno Act 1996; section 302A(b) of the Wagering Act 1998, a person who has been refused an 

application to revoke an exclusion direction, may appeal to a Magistrates Court. 

Details of how an appeal may be commenced are provided in section 91l of the Casino Control Act 1982; section 33 of 

the Gaming Machine Act 1991; section 239B of the Keno Act 1996; and section 302B of the Wagering Act 1998. 

Starting Appeal 

An appeal is started by – 

(a) filing a notice of appeal with the clerk of a Magistrates Court; and 

(b) serving a copy of the notice on the gambling provider who make the decision; and 

(c) complying with rules of court applicable to the appeal. 

The notice of appeal must be filed within 28 days after the person is given the information notice for the decision. 

The notice of appeal must state fully the grounds of appeal. 

A fee will be payable to the Magistrates Court with respect to the appeal. 


Statement of Service 

I, have given 

(name of authorised person) 

an information notice associated 

(patron’s name) 

with a refusal to revoke an exclusion direction by: (choose an option and tick as applicable) 

□ delivering the information notice to the above-named person personally 

at (address) 

□ leaving the information notice with a personal at the usual place of residence last known to me of the person who 

could not be reasonably found 

at (address) 

□ sending the information notice by registered post by so posting at 

Post Office addressed to the person at: 

being the last place of residence known to me. 

Signature of Authorised Person: _________________________________________________Date: ____ / ____ / ____ 

Signature of Witness: __________________________________________________________ Date: ____ / ____/ ____ 

(Note: Witness may be casino operator/licensee/appointed agent/general operator or a person nominated by the patron.) 

Name of Witness: 


Exclusion reference number _________________________________ 

Player loyalty Number or equivalent ___________________________ 

Original to: Copies to: 


CLO provides the patron with a Selfexclusion 

Notice [Form 3A] 

Patron completes and hands back to 

CLO with a recent photo (if venue 

requires) 

To implement Self-exclusion 

provide an 

Exclusion Order [Form 3B] to the patron 

– 

Record in Register of Excluded Persons – 

[Form 3G] 

Prepare Incident/Exclusion report for mgt. 

Patron wishes to revoke 

Exclusion Order 

- Is the request to revoke within 24 

hours of the issue of the Exclusion 

Order (the cooling off period)? 

The patron completes a 

Revocation Notice – Self-exclusion 

Order– [Form 3C] and submits to the 

venue 

The Self-exclusion Order ceases as 

soon as the Revocation Notice – Selfexclusion 

Order is issued to the 

venue 

Record the revocation in the Register 

of Excluded Persons– [Form 3G] 

Self-exclusion Flowchart Form 3(k) 

Patron approaches the venue regarding a problem with gambling 

Refer to Customer Liaison Officer (CLO) - Provide information on 

Self-exclusions and problem gambling support services 

Does the patron still wish to proceed with Self-exclusion? Establish informed 

consent for patron to Self-exclude as per section 3.1 of the Resource Manual 

Yes No 

NB: If the 

patron tries to 

breach their 

Exclusion 

Order, provide a 

Notice of 

Contravention 

of Exclusion 

Order/Directio 

n [Form 3H] to 

QOGR. 

Record in Register of Gambling– 

related Complaints (see Practice 2 

of your Resource Manual) 

CLO evaluates risk and determines 

appropriate action 

Should the patron be excluded? 

Yes 

Venue Based 

Exclusion 

Process 

(Exclusion 

Direction) 

No 

If consent given, 

patrons may be placed 

on an Active 

Monitoring Program 

for a minimum period 

of 6 months to 

determine if patron is 

at risk 

Yes No See Revocation Flowchart

See Selfexclusion 

Flowchart 

Approach from a third party 

Is the patron willing to Self-exclude? 

Venue Exclusion Flowchart Form 3(L) 

Gambling provider has concerns for 

possible problem gambler due to: 

Customer Liaison Officer (CLO) makes contact and determines relationship 

of third party to patron and if third party acting in patron’s best interests. 

Discusses exclusion provisions and provides as detailed in 3.1.3 of the 

Resource Manual. 

CLO evaluates evidence and determines appropriate action 

Should the patron be excluded? 

Yes No 

Seek agreement with third party, best 

and safest way to proceed. 

Yes No 

Issue a venue based exclusion: 

• Complete and serve an Exclusion 

Direction [Form 3D] on the patron. 

• Provide an Information Notice 

[Form 3(i)] with the Exclusion 

Direction 

• Provide patron with list of 

gambling help services. 

• Record exclusion in Register of 

Excluded Persons [Form 3G] and 

any notes in the Register of 

Gambling Related Complaints 

(see Practice 2 of your Resource 

Manual) 

Observations by staff 

Record in Register of Gambling Related 

Complaints (see Practice 2 of your 

Resource Manual) 

Patrons may be placed on an 

Active Monitoring Program for a 

minimum period of 6 months to 

determine if patron is a problem 

gambler. 

CLO implements Active 

Monitoring Program 

Does Active Monitoring 

Program show that the 

patron is a problem gambler? 

Yes No 

No further action 

required 

(document) 

NB: If the patron tries to 

breach their Exclusion 

Direction, provide a 

Notice of 

Contravention (Form 

3H) to QOGR

Revocation Process Flowchart [Form 3(m)] 

Patron seeks to revoke 

exclusion 

Self Exclusion Order Exclusion Direction (venue initiated) 

Has 1 year, or 12 months, elapsed since the 

exclusion was issued to the patron? 

Provide the 

patron 

with a 

Revocation 

Notice – 

Self-exclusion 

[Form 3C] 

Patron 

completes 

and returns to 

venue 

Does the venue 

have any 

objection to the 

patron’s 

readmittance? 

Yes No 

Venue responds 

in writing 

within 28 days 

advising patron 

of decision. 

Venue 

Exclusion 

see 

Venue 

Exclusion 

Flowchart 

Yes No 

Is the request within the 

24-hour cooling off period? 

Provide the patron with a 

Revocation Notice - 

Self-exclusion Order 

[Form 3C] 

Self-Exclusion Order will 

automatically cease 28 days 

after Revocation Notice 

given to Venue. 

Venue provides Conditions 

of Re-entry [Form 3(p)] 

to the patron. 

Venue may consider 

whether Venue 

Exclusion is required 

Yes No 

The exclusion is lifted as 

soon as the Revocation 

Notice has been issued to the 

CLO/Licensee if within the 

24 hr period 

Patron is free to resume gambling. 

Patrons may be placed on an 

Active Monitoring Program 

for a minimum period of 

6 months to determine if 

patron is still at risk. 

Has 1 year, or 12 months, elapsed since the 

exclusion was issued to the patron? 

Applications to revoke 

may only be made 

after 1 year. Patron 

needs to wait for the 

anniversary of the 

exclusion. 

Yes No 

Provide the patron 

with an 

Application to 

Revoke Exclusion 

Direction 

[Form 3E] 

Does the venue have reasonable grounds to 

believe that the patron should be allowed to 

resume gambling? 

Provide the patron 

with a Revocation 

Notice [Form 3C] 

& 

Conditions of 

Re-entry [Form 3(p)] 

within 28 days. 

No Yes 

Patron gives Application to Revoke Exclusion 

Direction (3E) to venue. 

Venue to provide 

the patron with an 

Information 

Notice [Form 

3(i)] for the 

decision. 

Exclusion 

Direction will 

automatically 

remain in place if 

venue fails to 

respond within 28 

days. 

Patron may 

exercise right to 

appeal process 

through the 

Magistrates Court

Risk Indicators for Use by Gambling Industry 

Form 3 (n) 

The following Table presents risk indicators that may be of practicable use to gaming venue 

staff in identifying persons who may be referred to the venue's Customer Liaison Officer 

(CLO). 

Possible problem gambling risk indicators for use by the gambling staff 

Risk Factors Examples of risk indicators 

Faulty cognition Player reports 

• having a perception of chances of winning which is 

apparently unrealistic. 

Loss of control 

Player reports: 

• having a problem with gambling 

• having tried unsuccessfully to stop gambling 

• spending too much time gambling 

Player is observed as: 

• threatening or causing physical harm to others or self 

• selling valuables to gamble 

• behaving in an aggressive manner towards property 

Negative impacts of Player reports: 

gambling 

• having lost an important relationship due to gambling 

• having lied to others to hide their gambling 

• having lost a job due to gambling 

Third party reports player: 

• gambling instead of performing family responsibilities e.g. 

picking children up after school 

• trying to borrow or “scam” money for gambling from 

Use of alcohol or drugs 

while gambling 

others e.g. customers 

Player is observed as being unduly intoxicated 

Depression, or thoughts 

about suicide. 

Player reports he/she is suffering from depression and/or has 

thoughts of suicide due to gambling. 

Involvement in multiple 

simultaneous gambling 

activities 

Player is observed to be participating in three or more gambling 

activities simultaneously (playing more than one gaming 

machine at a time is multiple gambling activities) 

Personal remorse Player reports: 

• losing household money on gambling (e.g. money that was 

supposed to buy groceries or pay rates or electricity bills) 

• selling valuables to gamble 

• borrowing money to live due to gambling 

• being unable to meet loan repayments due to gambling 

• depending on others to repay their gambling debts 

• having committed illegal acts due to gambling (e.g. stealing 

or fraud or domestic violence)

Conditions of Re-entry 

Form 3(p) 

……………………………………………………Casinos support the Queensland 

Responsible Gambling Strategy. 

The aims of this Strategy include: 

• Promoting responsible gambling behaviours. 

• Protecting players by preventing harm associated with gambling. 

• Assisting in the rehabilitation of players experiencing gambling-related problems. 

Gambling is a popular recreational pastime. Gambling is also a risk-taking activity 

and ……………………………………………………Casinos are committed to the 

implementation of risk-management processes – aimed at minimising harm to the 

physical, emotional, social and financial welfare of their customers. 

General Conditions of Entry 

Persons entering these premises, or participating in gambling activities offered by 

……………………………………………………Casinos thereby acknowledge: 

• Their personal responsibility to gamble in a way that is unlikely to cause physical, 

emotional or financial distress to themselves or others. 

• Their personal responsibility to access problem gambling information made 

available by ……………………………………………………Casinos staff, 

should the need arise. 

• Their personal responsibility to seek the assistance of ……………………………. 

Casinos should the need arise. 

• The role of ……………………………………………………Casinos staff in this 

regard. 

Customers are assured that their gambling-related information will be handled in 

accordance ……………………………………………………Casinos privacy policy. 

A copy of ……………………………………………………Casinos privacy policy is 

available upon request. 

Customers are advised that, where 

……………………………………………………Casinos are reasonably adjudged to 

have discharged their player protection obligations in good faith and customers have 

falsified or withheld relevant information in relation to gambling-related problems or 

neglected to seek assistance in this regard – this is likely to limit 

……………………………………………………Casinos liability for any negative 

consequences of the customer’s gambling behaviours. 

Submission of evidence in the application for the revocation of an Exclusions Order 

When lodging an application for the revocation of an Exclusions Order the applicant 

may choose to submit any or all of the following in support of their application: 

• A statement to the effect that the circumstances leading to their exclusion no 

longer apply and recognising the responsible gambling steps taken by 

……………………………………………………Casinos personnel. 

• A list of attendance from a recognised counselling service provider or qualified 

psychologist. 

I hereby acknowledge that the above Conditions of Entry have been provided to me at 

the time of my exclusion: 

Signed by ……………………………… (Name) …………………………..(Signature) 

Witness: ………………..……………… Date…………………..

√ 

√ 

√ 1998 

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Form 3A/J 

April 2005 

____________________________________________________________________________________ 

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1 of 2

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: ___________________________________________ �� : _____ / _____ / _____ 

: __________________________________________ �� : _____ / _____ / _____ 

: _____________________________________________________________________ 

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07 4722 2333 �� 

07 4771 4886 � 

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35A 1998 

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Original to: GMOGOEA Copies to:Patron and RGM 

07 

2 of 2

SELF-EXCLUSION NOTICE – FORM 3A/J 

Thông báo T� Ng�n C�m 

��o Lu�t Ki�m Soát Sòng B�c 1982—S91N, ��o Lu�t Máy Bài B�c 1991—S261 

��o Lu�t Keno 1996—S154A, ��o Lu�t �ánh Cá �� 1998—S216A 

Áp d�ng v�i: 

√ Sòng b�c ph�i ch�p hành ��o Lu�t Ki�m Soát Sòng B�c 1982 

√ Doanh nghi�p ph�i ch�p hành ��o Lu�t Keno 1996 

√ Doanh nghi�p t�ng quát (thí d� nh�: UNiTAB Limited ho�c ��i lý c�a TAB) ph�i ch�p hành 

��o Lu�t �ánh Cá �� 1998 

��i c� s� kinh doanh t�i SÒNG B�C CONRAD JUPITERS: 

Tôi xin quý v� c�m tôi: 

và 

và 

vào ho�c � trong: 

Sòng b�c Conrad Jupiters/ Conrad Treasury/ Jupiters Townsville 

tham gia ch�i keno t�i: 


tham gia ch�i cá �� h�p l� t�i: 


Chi ti�t c�a khách (xin vi�t ch� in) 

��: ______________________________________________________________ 

Tên: _________________________________________ Ngày Sinh: _____ / _____ / _____ 

��u 3A/J 

Tháng T� 2005 

��a ch�: ________________________________________________________S� vùng:____________ 

��n tho�i: ______________ ��n tho�i Di ��ng: ______________ Email: _________________________ 

Tôi yêu c�u quý v� ng�n c�m tôi vì lý do sau �ây: 

____________________________________________________________________________________ 

____________________________________________________________________________________ 

____________________________________________________________________________________ 

1 / 2

Có hình m�i 

1. ��u vi�c t� ng�n c�m liên quan ��n sòng b�c, theo qui ��nh S91N(2) c�a ��o Lu�t Ki�m Soát Sòng B�c 

1982, thông báo này ph�i kèm hình m�i. Thông th��ng, doanh nghi�p sòng b�c s� s�p x�p ch�p �nh này. 

2. ��u doanh nghi�p sòng b�c yêu c�u cho ch�p �nh m�i, quý v� ph�i ��ng ý. 

�ã có �nh m�i: 

Có Không 

Ch� ký c�a khách: ___________________________________________ Ngày: _____ / _____ / _____ 

Ch� ký c�a Nhân ch�ng: ______________________________________ Ngày: _____ / _____ / _____ 

(L�u ý: Nhân ch�ng có th� là doanh nghi�p sòng b�c/ng��i có gi�y phép, ��i di�n ��c b� nhi�m ho�c m�t ng��i do khách ch��nh.) 

Tên c�a c�a Nhân ch�ng: _____________________________________________________________ 

(xin vi�t ch� in) 

��u ��n này k�t h�p M�u H�p L� 26A theo ��o Lu�t Ki�m Soát Sòng B�c 1982, M�u 72A theo ��o Lu�t Máy Bài B�c 1991, M�u 

35A theo ��o Lu�t Keno và M�u 22A theo ��o Lu�t �ánh Cá �� 1998. 


Thông tin do quý v� cung c�p và ghi trong thông báo c�ng nh� hình ch�p s��c l�u tr�� b�o ��m chúng tôi ch�p 

hành yêu c�u ng�n c�m c�a quý v��i v�i Sòng b�c Conrad Jupiters, Conrad Treasury and Jupiters Townsville. Vì vi�c 

ng�n c�m c�a quý v� áp d�ng v�i t�t c� các sòng b�c c�a Tabcorp � ti�u bang Queensland, chúng tôi có th� chuy�n chi 

ti�t c�a quý v� (bao g�m thông tin nh�n ��c t�� tam nhân) ��n các sòng b�c khác trong nhóm TABCORP � ti�u bang 

Queensland và V�n phòng Giám sát Bài b�c ti�u bang Queensland. Tuy nhiên, chúng tôi ch� chuy�n thông tin cá nhân 

��a quý v�, n�u c�n thi�t, �� ch�p hành yêu c�u c�a quý v� và/ho�c làm tròn b�n ph�n c�a chúng tôi theo ��o Lu�t Ki�m 

Soát Sòng B�c 1982. 

��u mu�n s�a l�i ho�c xem thông tin c�a mình ho�c n�u có b�t c� th�c m�c nào v� ch� tr��ng b�o m�t chi ti�t cá nhân 

��a chúng tôi, xin quý v� liên l�c v�i Nhân Viên Ph� Trách B�o M�t Chi Ti�t Riêng (Privacy Officer) qua s� 07 3306- 

8717, fax 07 3306-8628 ho�c vi�t th� g�i cho Privacy Officer ��a ch� PO BOX 2488 Brisbane, QLD 4001. 

Ho�c n�u � Townsville, xin liên l�c qua s� 07 4722 2333, fax 07 4771 4886 ho�c g�i th� v� Privacy Officer t�i PO BOX 

1223, Townsville, QLD 4810 





Original to: GMOGOEA Copies to:Patron and RGM 

SELF-EXCLUSION NOTICE – FORM 3A/J 

2 / 2

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2 �� 

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– Relationships Australia (07) 3349 5111 

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_____ /_____ /_____ ( �� ) � Conrad Jupiters �� 

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5 

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: ______________________________________________ �� 

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: _____ /_____ /_____ 

1982 �� S100 �� 1991 �� S261G�� 1996 �� S154H�� 1998 �¦�� 

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1982 �� S100B(3)�� 1991 �� S261I(3)�� 1996 �� S154J(3)�� 1998 

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Exclusion reference number:___________________ 

Player loyalty number or equivalent:____________________ 

Original to: Patron 

Copies to: Surveillance, Safety &Security, GMGOEA, RGM 

� 

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72B 

� 1996 �� 

� 

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35B 

) �¤�� 

� 1998 �

��i (tên c�a khách) 

��nh T� Ng�n C�m 

��o Lu�t Ki�m Soát Sòng B�c 1982—S91O, ��o Lu�t Máy Bài B�c 1991—S261A 

��o Lu�t Keno 1996—S154B, ��o Lu�t �ánh Cá �� 1998—S216B 

/ / (ngày sinh c�a khách) 

(��a ch� c�a khách) 

�� sáng / chi�u vào ngày này / / (ngày trao l�nh ng�n c�m) 

quý v� b� c�m: 

vào ho�c � trong: 

Sòng b�c Conrad Jupiters, Conrad Treasury và Jupiters Townsville. 

tham gia ch�i keno t�i: 


tham gia ch�i cá �� h�p l� t�i: 


��u 3B/J 


��nh t� ng�n c�m này ��c trao cho khách sau khi nh�n ��c thông báo t� ng�n c�m �� ngày / / 

Quý v� nên bi�t l�nh t� ng�n c�m này có hi�u l�c ngay và cho ��n / / (5 n�m tính t� 

ngày trao l�nh này) ho�c cho ��n khi thông báo h�y do quý v� trao cho c� s� kinh doanh bài b�c b�t ��u có 

hi�u l�c. 

Mu�n h�y l�nh t� ng�n c�m này, quý v� ph�i n�p thông báo h�y cho c� s� kinh doanh bài b�c trong vòng 

24 ti�ng ��ng h� sau khi nh�n ��c l�nh này. 1 

Thông báo h�y s� có hi�u l�c khi trao cho c� s� kinh doanh 

bài b�c. 2 

Mu�n h�y l�nh t� ng�n c�m b�ng cách khác, quý v� có th� ch� c�n n�p thông báo h�y cho c� s� kinh doanh 

bài b�c 1 n�m sau khi nh�n ��c l�nh này. 3 

Thông báo h�y b�t ��u có hi�u l�c 28 ngày sau khi c� s� kinh 

doanh bài b�c nh�n ��c thông báo. 4 

1 

(Theo m�c S91P(2)(a) c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261B(2)(a) c�a ��o Lu�t Máy Bài B�c 1991; S154(2)(a) c�a ��o Lu�t Keno 1996; S216(2)(a) c�a ��o Lu�t �ánh 

Cá �� 1998). 

2 

(Theo m�c S91P(3)(a) c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261B(3)(a) c�a ��o Lu�t Máy Bài B�c 1991; S154(3)(a) c�a ��o Lu�t Keno 1996; S216(3)(a) c�a ��o Lu�t �ánh 

Cá �� 1998). 

3 

(Theo m�c S91P(2)(b) c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261B(2)(b )c�a ��o Lu�t Máy Bài B�c 1991; S154(2)(b) c�a ��o Lu�t Keno 1996; S216(2)(b) c�a ��o Lu�t �ánh 

Cá �� 1998). 

4 

(Theo m�c S91P(3)(b) c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261B(3)(b) c�a ��o Lu�t Máy Bài B�c 1991; S154(3)(b) c�a ��o Lu�t Keno 1996; S216(3)(b) c�a ��o Lu�t �ánh 

Cá �� 1998). 

Xin l�u ý: 

• ��u quý v� vi ph�m l�nh t� ng�n c�m này b�ng cách tham gia bài b�c h�p l�, ho�c vào ho�c � trong ch� 

bài b�c h�p l� c�a sòng b�c ghi trong l�nh ng�n c�m, quý v� có th� b� ph�t t�i �a 3.000 �ôla (40 ��n v� 

ph�t). 5 

• �� s� kinh doanh bài b�c, nhân viên ho�c ��i di�n ��c phép s� d�ng s�c m�nh c�n thi�t và h�p lý �� 

ng�n ch�n quý v� vi ph�m l�nh này qua hình th�c vào ho�c � trong ch� bài b�c h�p l� c�a sòng b�c ghi 

trong l�nh ng�n c�m. 6 

SELF-EXCLUSION ORDER – FORM 3B/J Trang 1 / 2

Nh�ng t� ch�c d��i �ây cung c�p d�ch v� t� v�n cho ng��i mê bài b�c. 

��ng Dây ��n Tho�i Tr� Giúp v� T�t Bài B�c – mi�n phí c��c ��n tho�i t�i 

Queensland 24/24 1800 222 050 

Giúp �� v� T�t Bài B�c Gold Coast – Relationships Australia (07) 5575 6122 

Giúp �� v� T�t Bài B�c Brisbane – Relationships Australia (07) 3349 5111 

Giúp �� v� T�t Bài B�c Townsville – Centacare Townsville (07) 4743 4449 

Ch� ký c�a Ng��i có Th�m quy�n: __________________________Ngày trao l�nh: ____ /____ /____ 

Tên c�a Ng��i có Th�m quy�n: 

Ch�c v� c�a Ng��i có Th�m quy�n: 

Xác nh�n 

(xin vi�t ch� in) 

Tôi,_________________________________________________________________(Tên c�a khách) xác nh�n 

��n chánh gi�y t� này �ã ��c trao cho tôi vào ngày _____ /_____ /_____ (ngày) ��i Sòng B�c Conrad 

Jupiters. 

Ch� ký c�a Khách: ______________________________________________ Ngày: _____ /_____ /_____ 

5 

(Theo m�c S100 c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261G c�a ��o Lu�t Máy Bài B�c 1991; S154H c�a ��o Lu�t Keno 

1996; S216H c�a ��o Lu�t �ánh Cá �� 1998). 6 

(Theo m�c S100B(3) c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261I(3) c�a ��o 

Lu�t Máy Bài B�c 1991; S154J(3) c�a ��o Lu�t Keno1996; S216J(3) c�a ��o Lu�t �ánh Cá �� 1998). 

Thông tin do quý v� cung c�p và ghi trong thông báo c�ng nh� hình ch�p s��c l�u tr�� b�o ��m chúng tôi ch�p 

hành yêu c�u ng�n c�m c�a quý v��i v�i Sòng b�c Conrad Jupiters, Conrad Treasury and Jupiters Townsville. Vì 

vi�c ng�n c�m c�a quý v� áp d�ng v�i t�t c� các sòng b�c c�a Tabcorp � ti�u bang Queensland, chúng tôi có th� 

chuy�n chi ti�t c�a quý v� (bao g�m thông tin nh�n ��c t�� tam nhân) ��n các sòng b�c khác trong nhóm 

TABCORP � ti�u bang Queensland và V�n phòng Giám sát Bài b�c ti�u bang Queensland. Tuy nhiên, chúng tôi ch� 

chuy�n thông tin cá nhân c�a quý v�, n�u c�n thi�t, �� ch�p hành yêu c�u c�a quý v� và/ho�c làm tròn b�n ph�n c�a 

chúng tôi theo ��o Lu�t Ki�m Soát Sòng B�c 1982. 

��u mu�n s�a l�i ho�c xem thông tin c�a mình ho�c n�u có b�t c� th�c m�c nào v� ch� tr��ng b�o m�t chi ti�t cá 

nhân c�a chúng tôi, xin quý v� liên l�c v�i Nhân Viên Ph� Trách B�o M�t Chi Ti�t Riêng (Privacy Officer) qua s� 07 

3306-8717, fax 07 3306-8628 ho�c vi�t th� g�i cho Privacy Officer ��a ch� PO BOX 2488 Brisbane, QLD 4001. 

Ho�c n�u � Townsville, xin liên l�c qua s� 07 4722 2333, fax 07 4771 4886 ho�c g�i th� v� Privacy Officer t�i PO 

BOX 1223, Townsville, QLD 4810 

��u ��n này k�t h�p M�u H�p L� 26B theo ��o Lu�t Ki�m Soát Sòng B�c 1982, M�u 72B theo ��o Lu�t Máy Bài B�c 1991, 

��u 35B theo ��o Lu�t Keno và M�u 22B theo ��o Lu�t �ánh Cá �� 1998. 


Exclusion reference number:___________________ 

Player loyalty number or equivalent:____________________ 

Original to: Patron 

Copies to: Surveillance, Safety &Security, GMGOEA, RGM 

SELF-EXCLUSION ORDER – FORM 3B/J Trang 2 / 2

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Original to: RGM 

Copies to: Patron, Surveillance, Safety and Security, GMGOEC, Customer Service/Guest Services, 


Thông Báo H�y—L�nh T� Ng�n C�m 

��o Lu�t Ki�m Soát Sòng B�c 1982—S91P, ��o Lu�t Máy Bài B�c 1991—S261B 

��o Lu�t Keno 1996—S154C, ��o Lu�t �ánh Cá �� 1998—S216C 

��i c� s� kinh doanh Sòng b�c Conrad Jupiters. 

��u 3C/J 


Tôi mu�n h�y l�nh t� ng�n c�m �ã trao cho tôi lúc _________ sáng/chi�u vào ngày ___ /___ /___ (ngày) 

liên quan ��n: L�nh t� ng�n c�m không cho tôi vào ho�c � trong khu v�c ph�i có ��c phép c�a Sòng b�c. Ngoài ra, 

��nh ng�n c�m này còn c�m không cho tôi ��t ti�n ho�c toan ��t ti�n ch�i Keno và �ánh Cá �� t�i TAB trong ph�m vi 

khu v�c c�a Sòng b�c Conrad Jupiters, Conrad Treasury và Jupiters Townsville. 

Chi ti�t c�a tôi là: (xin vi�t ch� in) 

��: ______________________________________________________________ 

Tên: _________________________________________ Ngày Sinh: _____ / _____ / _____ 

��a ch�: ________________________________________________________S� vùng:____________ 

��n tho�i: ______________ ��n tho�i Di ��ng: ______________ Email: _________________________ 

Thông báo này trao cho quý v�: ��ánh d�uP ô thích h�p) 

¤ trong vòng 24 ti�ng ��ng h� sau khi nh�n ��c l�nh t� ng�n c�m nêu trên và s� có hi�u l�c ngay khi c� s� kinh 

doanh sòng b�c trao thông báo cho tôi; 

ho�c 

¤ 1 n�m sau khi nh�n ��c l�nh t� ng�n c�m nêu trên và s� có hi�u l�c sau 28 ngày tính t� ngày c� s� kinh doanh 

¤ 

Áp d�ng v�i: 

√ Sòng b�c ph�i ch�p hành ��o Lu�t Ki�m Soát Sòng B�c 1982 

√ Doanh nghi�p ph�i ch�p hành ��o Lu�t Keno 1996 

√ Doanh nghi�p t�ng quát (thí d� nh�: UNiTAB Limited ho�c ��i lý c�a TAB) ph�i ch�p hành 

��o Lu�t �ánh Cá �� 1998 

sòng b�c trao thông báo cho tôi. 

Tôi hi�u c� s� kinh doanh sòng b�c có th� ch� th� ng�n c�m tôi n�u h� tin r�ng, có lý do h�p lý, là tôi là ng��i mê bài b�c. 1 

��u ý: “Ng��i mê bài b�c” là ng��i qua n�p suy ngh�, phong cách cho th�y là ham bài b�c, mê bài b�c, ho�c 

không th� hay không mu�n suy ngh� h�p l� ph�i v� chuy�n bài b�c. 

Ch� ký c�a khách:_____________________________________________ Ngày: _____ /_____ /_____ 

��u ��n này k�t h�p M�u H�p L� 26C theo ��o Lu�t Ki�m Soát Sòng B�c 1982, M�u 72C theo ��o Lu�t Máy Bài B�c 1991, M�u 35C theo ��o Lu�t Keno 

và M�u 22C theo ��o Lu�t �ánh Cá �� 1998. 

1 

Theo m�c S93A c�a ��o Lu�t Ki�m Soát Sòng B�c 1982; S261C c�a ��o Lu�t Máy Bài B�c 1991; S154D c�a ��o Lu�t Keno 1996; S216D c�a ��o Lu�t 

�ánh Cá �� 1998. 

REVOCATION NOTICE - SELF-EXCLUSION NOTICE – FORM 3C/J Trang 1 / 2

Original to: RGM 

Copies to: Patron, Surveillance, Safety and Security, GMGOEC, Customer Service/Guest Services, 

REVOCATION NOTICE - SELF-EXCLUSION NOTICE – FORM 3C/J Trang 2 / 2

Self-exclusion Revocation Information Sheet 

As requested by you, we have enclosed a Revocation Notice - Self Exclusion Order [Form 3C]. This form must 

be completed and returned to the Responsible Gambling Manager in the enclosed envelope. At the time of your 

self-exclusion a copy of our Conditions of Re-entry was provided to you. A copy of the form is enclosed again for 

your information. 

Upon receipt of the completed Revocation Notice - Self Exclusion Order [Form 3C] we will record the date and 

time it is received on the form. Within 28 days of receiving the [Form 3C], we will write to you advising you one 

of two things: 

1. The date your self-exclusion expires and when you may re-enter the Casino. (Until you receive our letter 

please be reminded that you are still excluded from our three Queensland Casinos). 

2. The Casino may decide in their opinion, that a revocation is not the correct course of action. If this is the 

case, an Exclusion Direction together with an Information Notice - Exclusion Direction will be issued in 

your name preventing you from entering or remaining in the Casino. Under S93A, the Casino Operator 

may issue an Exclusion Direction when they believe on reasonable grounds that a person is a "problem 

gambler". 

Recommended points to consider prior to filling in your Revocation Notice - Self Exclusion Order [Form 3]: 

• Have you breached your exclusion order in the past 12 months? 

• Have you submitted evidence in support of your Revocation? For example: 

o A statement in support stating that the circumstances leading to the exclusion no longer apply. 

o A list of attendance from a recognised counselling service provider or qualified psychologist. 

o Any other relevant evidence or information such as a support letter from a family member, 

employer or significant other person. 

Please consider the above points carefully before submitting your Revocation Notice - Self Exclusion Order [Form 

3C]. If the Casino decides to issue you with an Exclusion Direction it will remain in force for 5 years. You may 

appeal to the Magistrates Court within 28 days of date of issue if you disagree with this action. If your appeal fails 

you must wait a further 12 months to apply for a Revocation of the Exclusion Direction. Again, the Casino may 

choose not to revoke the Exclusion Direction. 

If you need further clarification on any of the above points please do not hesitate to call our Responsible Gambling 

Manager on: 

Phone: .......................... 

Mobile: ...............................

Responsibility Key: 

S910 – RG Manager 

S92 – Exclusion Review Committee 

S94 – Police Commissioner 

S93A – RG Manager 

WITHIN 

24HRS 

YES 

EFFECTIVE 

IMMEDIATELY 

S91O 

SELF EXCLUSION 

REVOCATION 

NOTICE 

Form 3C 

NO 

GREATER 

THAN 1 YR 

Amendment February 2007 

YES 

EFFECTIVE 

AFTER 28 DAYS 

REVIEW 

OPTION TO EXCLUDE 

UNDER S93A 

S92 

SELF EXCLUSION 

PRE – 01/05/2005 

NO 

EXCLUSION 

REMAINS IN 

FORCE 

CASINOS - QUEENSLAND 

REQUEST TO REVOKE EXCLUSION 

FLOWCHART 

RECEIVE REQUEST TO REVIEW EXCLUSION 

S92 

VENUE EXCLUSION. 

CASINO TO REVIEW REQUEST 

ACCEPT 

APPLICATION 

WRITTEN 

NOTICE TO 

APPLICANT 

WRITTEN 

NOTICE TO 

APPLICANT 

DENY 

APPLICATION 

WHAT TYPE OF 

EXCLUSION? 

S94 

EXCLUSION BY 

COMMISSIONER OF 

POLICE 

COMMISSIONER 

TO REVIEW REQUEST 

ACCEPT 

APPLICATION 

WRITTEN 

NOTICE TO 

APPLICANT 

DENY 

APPLICATION 

REQUEST IN 

APPROVED FORM 

Form 3E 

YES 

CASINO TO REVIEW REQUEST 

ACCEPT 

APPLICATION 

REVOCATION 

NOTICE 

Form 3F 

S93A 

VENUE EXCLUSION 

> 12 MTHS NO 

YES 

REVIEW 

WITHIN 

28 DAYS 

DENY 

APPLICATION 

SUPPORTING 

DOCUMENTATION 

NO 

EXCLUSION 

REMAINS IN 

FORCE 

EXCLUSION 

REMAINS IN 

FORCE 

WRITTEN 

NOTICE TO 

APPLICANT

NOTIFICATION OF EXCLUSION 

I, the undersigned being the person at this time in charge of the operation of 

(Name) 

(Address) 

(Date of birth) 

Casino hereby direct that 

be prohibited from entering or remaining in Conrad Jupiters or Conrad 

Treasury Casinos pursuant to the provisions of Section 92 of the Casino 

Control Act 1982. 

You are advised that this direction remains in force until revoked by the 

operator or by the Minister administering the Casino Control Act 1982. 

You are further advised that Section 100 of the Act provides: 

SECTION 100. 

EXCLUDED PERSON NOT TO ENTER OR REMAIN IN CASINO: 

A person who is the subject of a direction in writing under 

Section 92 or Section 94 shall not enter or 

remain in the casino to which the direction relates 

PENALTY $3000 

CLUB CONRAD/CASINO REWARDS MEMBERSHIP NO 

SIGNED:………………………………………….. 

DATED:………………………………………… 


Original: Copies:

Practices 

4. Physical environment 

Contents 

4.1 Minors prohibited 

4.2 Minors excluded 

4.3 Service of alcohol 

4.4 Unduly intoxicated customers 

4.5 Child care facilities 

4.6 Gratuities 

4.7 Passage of time 

4.8 Breaks in play 



Rationale 


Casinos will provide a physical environment that is pleasant, comfortable and safe for all 

customers. 

Core elements 

• 

• 

• 

Casinos should endeavour to offer a safe gambling environment to customers. 

Minors are prohibited from all forms of gambling. 

Minors are excluded from gaming areas. 


4.1 Minors prohibited 

Minors are prohibited from gambling 


4.2 Minors excluded 

Minors are prohibited from designated gambling areas 




• 

• 

• 


ensure all staff are made aware of the rules and regulations regarding minors. 

ensure security officers and other relevant staff ask for ID if in doubt about underage 

customers. 

ensure appropriate signage is placed in appropriate locations at the casino entrance to 

alert customers to the restriction of minors from gambling and being present in 

gambling areas. 

Best Practice 

As with the service of alcohol, all venue staff will be required to ask customers for 

appropriate proof of age if they are in any doubt as to whether the patron is over 18 years of 

age. 

Acceptable forms of identification in Queensland include: 

• Australian Government-issued proof of age card – for example, 18+ card 

• State or Territory photo driver’s licence or learner’s permit 

• Current photo passport 


• Victorian Keypass 


• Other forms or means of advising a patron’s age will not be accepted – for 

example, a parent’s “word” is unacceptable. 


• implement a policy of regularly checking casino car park, for any minors left in cars 

unattended. 

• include the restriction of minors in RG Brochures and gaming advertising and 

promotional material. 


4.3 Service of alcohol 


Service of alcohol on gambling provider’s premises is managed in such a 

way as to encourage customers to take breaks in play 




• 

encourage gambling customers in the public gaming areas of the casino to obtain 

alcoholic beverages from the bar facilities. 

• manage the service of alcohol in private gaming rooms so as to encourage customers to 

take breaks in play. 

Best Practice 


• 

encourage gambling customers in the public gaming areas of the casino to obtain all 

beverages from the food and beverage outlets. 


4.4 Unduly intoxicated customers 


Customers who are unduly intoxicated are not permitted to continue 

gambling 




• 

• 

• 

ask unduly intoxicated customers to leave the gaming area – customers who have been 

refused service of alcohol are not permitted to gamble in any form on the premises until 

the next trading period or after the expiry of 24 hours. 

provide Responsible Service of Alcohol training to security officers, food and beverage 

staff, gaming staff and other relevant team members. 

establish and implement policies and procedures on the action and reporting processes 

for staff to take when dealing with unduly intoxicated customers. 

Best Practice 


• engage in practice and promotions that encourage the responsible consumption of 

alcohol – for example: 

• having food available for purchase or on a complimentary basis. 

• promoting light and low alcoholic drinks. 

• having a range of non-alcoholic drinks available for purchase or on a 

complimentary basis. 


4.5 Child care facilities 


Where gambling providers offer adjunct child care, these facilities must 

provide safe and suitable standards of care in accordance with relevant 

child care legislation 




• 

• 

• 

not provide child care facilities. Customers are encouraged to make adequate child 

minding arrangements away from the gambling premises. 

provide information and training to all staff on being aware of unattended children and 

minors within the property. 

include information about unattended children in relevant brochures and promotional 

material. 

Best Practice 


• 

• 

• 

exclude customers who have left children unattended while gambling. 

make sure that room compendiums contain information about unattended children in 

the property. 

develop guidelines for the protection of minors visiting the property. 


4.6 Gratuities 


Staff working in gambling areas are not to encourage gambling customers 

to give them gratuities 




• 

• 

• 

implement policies that do not permit licensed staff to accept gratuities. 

provide training to licensed staff on how to refuse gratuities. 

provide information to staff on other relevant internal company policies. 

Best Practice 


• require that any gifts received by staff from customers be recorded in a gift 

register in the event they are provided/left by customers. 

• provide relevant information and/or training to staff on induction regarding 

internal company policies. 


4.7 Passage of time 


Gambling providers implement practices to ensure that customers are made 

aware of the passage of time 




• 

install clocks in prominent positions throughout the gaming areas. 

• encourage use of natural light in the gaming areas within the restraints of the building. 

Best Practice 


• where practicable and reasonable, implement initiatives to make customers aware of 

the passage of time – for example, the availability of natural light through either 

skylights, windows or doors. 

• run promotions that include a time reference - for example, promotions where prizes 

are drawn at a specified time and announcements are made about the time of the 

draw. 

• where practicable, implement other means of ensuring that customers are made aware 

of the passage of time. 


4.8 Breaks in play 


Gambling providers implement practices to ensure that customers are 

discouraged from participating in extended, intensive and repetitive play 




• discourage extended, intensive and repetitive play by providing and promoting a range 

of alternative leisure activities – for example, restaurant facilities and other 

entertainment experiences. 

Best Practice 


• 

• 

• 

train staff to notify a supervisor if they notice the following behaviours: 

• 

• 

• 

• 

• 

• 

drowsiness or falling asleep at a gaming machine 

visible distress and signs of agitation 

attempting to gamble whilst unduly intoxicated 

attempting to borrow money from other customers and/or staff 

selling or attempting to sell goods at the casino 

negative nonverbal body language. 

include in brochure information encouraging customers not to indulge in extended, 

intensive and repetitive play. 

not promote the purchase of alcoholic beverages from a drinks service to customers 

whilst they are gambling in the general entry public areas of the licensed casino 

footprint. 



Acceptable 

� Clearly displaying signage that minors 

are not permitted to gamble and are not 

permitted in the casino licensed area. 

� Inform parents/guardians that minors are 

not allowed in gambling areas or to take 

part in any form of gambling. 

� Offering customers a means of being 

aware of the passage of time. 

� Encourage breaks in play by informing 

gambling persons about the availability 

of tea or coffee service in the food and 

beverage outlets. 

� Staff to demonstrate appropriate 

procedures in dealing with unduly 

intoxicated customers. 

� Where appropriate, staff to follow 

procedures in reporting suspected 

excessive or intensive play. 


Unacceptable 

X Offer free drinks to solely promote 

gambling. 

X Continue to serve alcohol to gambling 

customers who show signs of undue 

intoxication. 

X Licensed staff being permitted to accept 

and retain gratuities. 

X Knowingly allow minors to gamble. 

X Intentionally allow minors in designated 

gambling area. 

X Engaging in practices and promotions 

that encourage the rapid and excessive 

consumption of alcohol by customers 

gambling. 


Practices 

5. Financial transactions 

Contents 

5.1 ATM facilities 

5.2 Cashing of cheques and payment of winnings 

5.3 Credit betting (lending of money) 


Form 5(a) Financial Transactions Policy 


Rationale 


The Financial Transactions Policy is designed to provide excellent customer service 

whilst minimising the potential risk of harm for customers so that they do not gamble 

beyond their means or spend more than they had planned for. Each player is treated 

with fairness and integrity with the aim of providing a balanced solution that 

maintains the company reputation and player responsibility. The System of 

Accounting and Internal Control Manual sets out more specifically the policies and 

procedures pertaining to financial transactions and is to be read in conjunction with 

this document. 

Core elements 

• 

Financial Transactions Policy 

Version 2 – 2007 Practice 5 - Casinos Page 2

5.1 ATM facilities 


ATMs are not to be located in close proximity to designated gambling areas, 

or in the entry to gambling areas, where safe and practicable 




• where safe and practicable, locate ATMs as far as practical, away from gaming areas 

and out of view from the casino licensed area. 

• provide on request the Financial Transactions Policy [Form 5(a)] to members and 

customers. 

Best Practice 


• install pre-printed receipts on ATM’s that advertise the gambling help line number. 


5.2 Cashing of cheques and payment of winnings 


Gambling providers or sectors of the industry are to establish a limit above 

which all winnings are paid by cheque or electronic transfer. 

Gambling winnings above the set limit are paid by cheque and are not 

cashed on the gambling provider’s premises until the next trading day or 

within 24 hours of the win. 

The following cheques can be cashed only by prior arrangement: 

• 

• 

• 

cheques not made payable to the venue 

cheques not made payable to the person presenting the cheque 

multiple cheques 




• 

• 

• 

• 

• 

• 

set a limit for cashing a personal cheque. Limits are set in accordance with the 

customer’s request only after review by a senior executive in the organisation and in 

accordance with strict policy guidelines. 

not allow personal cheques to be exchanged without an approved cheque cashing 

facility. 

not cash any cheques for winnings until the next trading day or within 24 hours of the 

win. 

only exchange personal cheques made payable to the casino by the person presenting 

the cheque and multiple cheques by prior arrangement. 

pay the following maximums in cash and the balance by a crossed cheque for the 

payment of winnings: public areas Keno and electronic gaming machine jackpots - 

$10,000; private gaming areas Keno and electronic gaming machine jackpots - $50,000. 

negotiate international customers’ payment for winnings accordingly. 


• 

accept gaming chips to be honoured as cash. 


• include Financial Transactions information in the Responsible Gambling Brochure and 

display brochure at ATM/s and near the cage/s. 

Exceptions to this policy will only be granted by authorisation of Casino Management and 

will be duly documented according to relevant policies and procedures. 

Best Practice 


• offer customers requiring cheque payment for winnings above the set limit that they 

can request the whole payment by cheque. 


5.3 Credit betting (lending of money) 


Gambling providers are not to provide credit or lend money to anyone for 

the purpose of gambling 




• 

not lend money or extend credit for the purpose of gaming. 

• only offer credit transactions for non gaming products and services. 

Best Practice 


• 

• 

• 

train all staff not to lend any customer or staff member money for the purpose of 

gambling. 

reinforce to all levels of staff that they are not to partake in any gambling activity 

conducted on the premises where they work. 

establish a policy regarding staff gambling at the casino. 




� Encourage winning customers to accept 

the winnings by cheque or partly in cash 

to the maximum limit approved for the 

casino and the balance by cheque. 

� Accepting credit for the purchase of food, 

drinks and other non gambling-related 

products and services at the casino. 

X Accept credit betting. 


X Cash winning cheques within 24 hours of 

the win or before next trading day. 

X Cash cheques not made payable to the 

casino, to the party presenting the cheque 

or multiple cheques without prior 

arrangement. 


Form 5(a) 

Casino name/logo(s) 

FINANCIAL TRANSACTIONS POLICY 

ATMs and EFTPOS 


• The casino will locate ATMS, as far as practical, away from designated gambling areas 

Credit 

• Credit betting is illegal and the casino will not extend credit under any circumstances 

• For the purchase of non-gambling related goods and services, the casino will allow 

credit transactions 

Cashing of cheques 

• The limit for cashing a cheque in the casino is $…………… 

• Cheques can only be exchanged by prior arrangement 

• The casino has the right to refuse cashing a cheque 

Payment of winnings 

• The casino will not cash winnings cheques until the next trading day or within 24 hours 

of the winning 


Practices 

6. Advertising and promotions 

Contents 

How this practice applies to different types of gambling 

Accountability and Review 

Practices - 6.1 -6.13 

Implementing the Advertising and Promotions Guideline 

Advertising and Promotions Practices Explained 

Advertiser Code of Ethics 

Form 6(a) 


Rationale 


The Responsible Gambling Advertising and Promotions Guideline has been 

developed to support the gambling industry to implement Section 6 of the Queensland 

Responsible Gambling Code of Practice – ‘Advertising and Promotions’. Gambling 

providers are required to develop and implement strategies to ensure advertising and 

promotions are delivered in a responsible manner with consideration given to the 

potential impact on people adversely affected by gambling. 

Scope 

The Advertising and Promotion Guideline applies to advertising and promotion in all 

sectors of gambling in Queensland. In recognition of the diversity within the 

gambling industry, the Guidelines reflect the Code of Practice in recognising that 

some practices apply to all sections of the industry while others apply only to 

particular sectors. How these practices apply to each industry sector is detailed in the 

following table. 


How this practice applies to different types of gambling 

6.Advertising and promotions Casino Charitable 

and Non- 

Profit 

(excluding 

Bingo) 

6.1 Complies with the Advertising Code of 

Ethics as adopted by the Australian 

Association of National Advertisers 

6.2 Is not false, misleading or deceptive 

Bingo Clubs 


Hotels 


Keno Lotteries Wagering 

√ √ √ √ √ √ √ 

√ √ √ √ √ √ √ 

6.3 Does not implicitly or explicitly 

misrepresent the probability of winning a prize √ √ √ √ √ √ √ 

6.4 Does not give the impression that 

gambling is a responsible strategy for financial 

betterment 

√ √ √ √ √ √ √ 

6.5 Does not include misleading statements 

about odds, prizes or chances of winning √ √ √ √ √ √ √ 

6.6 Does not offend prevailing community 

standards √ √ √ √ √ √ √ 

6.7 Does not allow gambling to dominate, 

where there are other activities to promote √ X X √ √ X √ 

6.8 Is not implicitly or explicitly directed at 

minors or vulnerable or disadvantaged groups √ √ √ √ √ √ √ 

6.9 Does not involve any external signs 

advising of winnings paid √ X X √ √ X √ 

6.10 Does not involve any irresponsible 

trading practices by the gambling provider √ √ √ √ √ √ √ 

6.11 Does not depict or promote the 

consumption of alcohol while engaged in the 

activity of gambling 

6.12 Has the consent of the person prior to 

publishing or causing to be published anything 

which identifies a person who has won a prize. 

6.13 Where appropriate, positive responsible 

gambling messages are incorporated in 

advertising and promotion 

√ = required 

X = not required and/or not applicable 

CNP: Category 3 = category 3 licensed charitable and non-profit organisations (over $20,000+ gross proceeds) 

Bingo: Category 2 = gross proceeds between $2,000 and $20,000 

√ √ √ √ √ √ √ 

√ √ √ √ √ √ √ 

√ √ √ √ √ √ √ 

The Guideline covers communication activities including (but not limited to) 

advertising in the media (including all electronic media), sponsorship, point of sale 

material, leaflets, displays, internal and external signage, the internet, subscriber 

products (such as Sky Channel and pay TV) and other materials designed for public 

communication. 


All gambling providers, advertising bodies, media and gambling promotional 

organisations are responsible for the application of the Advertising and Promotion 



Guideline. Note: In addition to the voluntary practices, there are practices which have 

a legislative requirement. These practices must be complied with or action may be 

taken under the relevant gambling Act. 

Practices 

The practices in this section are aimed at ensuring advertising and promotions are 

delivered in a responsible manner with consideration given to the potential impact on 

people adversely affected by gambling. Specifically, the practices commit the 

gambling industry to ensure that any advertising or promotion: 

6.1 complies with the Advertising Code of Ethics as adopted by the Australian 

Association of National Advertisers; 

6.2 is not false, misleading or deceptive; 

6.3 does not implicitly or explicitly misrepresent the probability of winning a prize; 

6.4 does not give the impression that gambling is a reasonable strategy for financial 

betterment; 

6.5 does not include misleading statements about odds, prizes or chances of 

winning; 

6.6 does not offend prevailing community standards; 

6.7 does not focus exclusively on gambling where there are other activities to 

promote; 

6.8 is not implicitly or explicitly directed at minors or vulnerable or disadvantaged 

groups; 

6.9 does not involve any external signs advising of winnings paid; 

6.10 does not involve any irresponsible trading practices by the gambling provider; 

6.11 does not depict or promote the consumption of alcohol while engaged in the 

activity of gambling; 

6.12 has the consent of the person prior to publishing or causing to be published 

anything which identifies a person who has won a prize; and 

6.13 where appropriate, positive responsible gambling messages are incorporated in 

advertising and promotion. 



Implementing the Advertising and Promotion Guideline 

Gambling can be advertised and promoted as a form of leisure and entertainment 

which a person must be prepared to pay for, with money spent on gambling being an 

‘entertainment cost’. 

Gambling can be advertised and promoted as fun and enjoyable if engaged in 

responsibly. 

In determining whether an advertisement or promotion adheres to the Code of 

Practice both the content (including tone) and the structure of the item must be 

consistent with the spirit of the Code of Practice. Consideration must be given to the 

potential impact of implicit messages in advertising and promotion. Furthermore the 

following aspects (themes) need to be considered: 

• target audience selection; and 

• message placement (including media type selected and time of airing). 

Advertising and promotion practices 

Examples of acceptable advertising and promotion that supports the spirit of the Code 

of Practice, together with examples of unacceptable advertising and promotion that do 

not support the Code of Practice are provided for your information and as reference 

material. Whilst the examples have been presented for specific industry sectors, they 

are in fact applicable to every industry and all the examples can and should be used as 

a reference when preparing Advertising and Promotional material. 


Practice 6.1 


Advertising or promotion complies with the Advertiser Code of Ethics as 

adopted by the Australian Association of National Advertisers 

The Advertiser Code of Ethics (Appendix One) is provided, together with the 

Advertising and Promotions Code of Practice [Form 6(a)]. 

Practice 6.2 

Advertising or promotion is not false, misleading or deceptive 

Responsible gambling advertising and promotion will not be false, misleading or 

deceptive. 

Practice 6.3 

Advertising or promotion does not implicitly or explicitly misrepresent the 

probability of winning a prize 

Responsible advertising and promotion will emphasise the fun and entertainment 

aspect of gambling and not imply an individual promise/guarantee of winning. 

Advertising and promotions will not encourage the public to gamble by directly or 

indirectly misrepresenting the probability of winning a prize. Winning will not be 

presented as the probable or likely outcome in each playing instance or session of 

play. Advertising and promotional campaigns which show winning should be 

shown with a balance of winning and non-winning play images. Advertising and 

promotional campaigns which show winning should be shown with a balance of 

winning and non-winning play images. 


Practice 6.4 


Advertising or promotion does not give the impression that gambling is a 

reasonable strategy for financial betterment 

Responsible advertising and promotion will not promote gambling as an easy and 

automatic: 

• alternative to employment or earning an income; 

• financial investment; 

• way of solving financial problems; or 

• way to achieve financial security. 

Practice 6.5 

Advertising or promotion does not include misleading statements about odds, 

prizes or chances of winning 

Responsible advertising and promotion will not make false promises/statements 

about the odds, prizes or chances of winning. This includes not suggesting that 

skill can influence games that are really games of chance. Luck should not be 

used in advertising or promotion in a manner that implies winning is a probable or 

likely outcome. It is not appropriate to promote a venue or an individual as 

possessing intrinsic luck. 

An essential element all gaming machines (other than skill based games) share, is 

that the outcome of any particular game is determined by chance only. Because 

chance only determines the outcome of any game, the following statements are 

absolutely true and should be observed when advertising or promoting gaming 

machines: 

• There is no method or play pattern that can have any effect on whether a game 

is a winning or losing one; 

• Machines do not 'adjust' to compensate for a string of losing games or for a 

string of winning games. In other words, machines do not become 'due' to 

'loosen up' or 'dry up' because of past events; and 

• It is not possible to predict the outcome of the next game. 


Practice 6.6 


Advertising or promotion does not offend prevailing community standards 

Responsible advertising and promotion will reflect decency, dignity and good 

taste and adhere to prevailing community standards. 

Practice 6.7 

Advertising or promotion does not focus exclusively on gambling where there 

are other activities to promote 

Responsible gambling advertising and promotion will ensure there is a balance 

between messages about gambling and other activities offered by the gambling 

provider. If the advertisement is part of a series of advertisements that make up a 

campaign this balance must be reflected across the campaign. 

Practice 6.8 

Advertising or promotion is not implicitly or explicitly directed at minors or 

vulnerable or disadvantaged groups 

Minors 

Advertising and promotion related to gambling will not appear in media directed 

primarily at minors. Media selection and placement of television advertising will 

be in accordance with the Commercial Television Industry Code of Practice 

adopted by the Federation of Commercial Television Australia (CTVA). 

Persons depicted as gamblers in advertising and promotion must not be, or appear 

to be minors. Advertising and promotion should not contain symbols or language 

that is primarily intended to appeal to minors. The use of animation should be 

monitored to ensure characters are not associated with animated characters on 

children’s programs. Celebrities or other testimonials should not be used that 

would primarily appeal to minors. 


Vulnerable or disadvantaged groups 


Advertising and promotion is not directed primarily at vulnerable or 

disadvantaged groups by linking social and financial betterment issues to 

gambling. Disadvantaged persons may include persons lacking social or 

economic access, due largely to inadequate income, an inadequate standard of 

living in terms of housing, food, clothing and health care and lacking 

opportunities to fully participate in society through education, employment and 

social pursuits. Vulnerable persons may include persons at risk of harm or 

harmful patterns of behaviour due to external influences or internal 

susceptibilities. 

Practice 6.9 

Advertising or promotion does not involve any external signs advising of 

winnings paid 

External signs include signage able to be viewed from any external part of 

gambling providers premises. This also includes signage not on the premises, 

irrespective of where the sign is placed to the premises, such as highway 

billboards. Further, external signs can be taken to include signs displayed inside 

premises, allowing viewing from any external viewpoint, for example through a 

window or glass wall. 

Where web pages are passive they should be considered as internal promotion and 

not inclusive of Practice 6.9. 


Practice 6.10 


Advertising or promotion does not involve any irresponsible trading 

practices by the gambling provider 

The Code of Practice defines irresponsible trading practices as: 

The offering of an inappropriate enticement to customers that is in conflict with 

the objective of maximising responsible gambling and minimising problem 

gambling. 

Irresponsible trading practices are actions designed to persuade an individual to 

gamble in an excessive and irresponsible manner by offering inappropriate 

inducements. Such inducements may involve individuals who are persuaded to 

gamble who, in the absence of an inappropriate inducement, would not have 

otherwise. This may result in individuals being persuaded to gamble for longer 

periods of time and in a more excessive and irresponsible manner than they 

otherwise would have done. Inappropriate inducements therefore have the 

potential to impact on people who are at risk of, or have, a gambling problem. 

Practice 6.11 

Advertising or promotion does not depict or promote the consumption of 

alcohol while engaged in the activity of gambling 

Practice 6.12 

Advertising or promotion has the consent of the person prior to publishing or 

causing to be published anything which identifies a person who has won a 

prize 

A gambling provider will not publish or cause to be published anything which 

identifies any person who has won a prize, unless that person has given prior 

consent. 


Practice 6.13 


Where appropriate, positive responsible gambling messages are incorporated 

in advertising and promotion 

An example of a positive message: 

• “Keep gambling enjoyable, gamble responsibly” 




Appendix One 

as adopted by the Australian Association of National 

Advertisers (AANA) 


This Code has been adopted by the AANA to be applied as a means of advertising 

self-regulation in Australia and is intended to be applied to all forms of advertising. 

The object of this Code is to ensure that advertisements are legal, decent, honest and 

truthful and that they have been prepared with a sense of obligation to the consumer 

and society and fair sense of responsibility to competitors. 

In this Code, the term "advertisement" shall mean matter which is published or 

broadcast, other than via internet, direct mail, point of sale or direct distribution to 

individuals, in all of Australia or in a substantial section of Australia for payment or 

other valuable consideration and which draws the attention of the public, or a segment 

of it, to a product, service, person, organisation or line of conduct in a manner 

calculated to promote or oppose directly or indirectly that product, service, person, 

organisation or line of conduct. 

Section 1. 

1.1 Advertisements shall comply with Commonwealth law and the law of the relevant 

State or Territory. 

1.2 Advertisements shall not be misleading or deceptive or be likely to mislead or 

deceive. 

1.3 Advertisements shall not contain a misrepresentation which is likely to cause 

damage to the business or goodwill of a competitor. 



1.4 Advertisements shall not exploit community concerns in relation to protecting the 

environment by presenting or portraying distinctions in products or services 

advertised in a misleading way or in a way which implies a benefit to the environment 

which the product or services do not have. 

1.5 Advertisements shall not make claims about the Australian origin or content of 

products advertised in a manner which is misleading. 

Section 2. 

2.1 Advertisements shall not portray people or depict material in a way which 

discriminates against or vilifies a person or section of the community on account of 

race, ethnicity, nationality, sex, age, sexual preference, religion, disability or political 

belief. 

2.2 Advertisements shall not present or portray violence unless it is justifiable in the 

context of the product or service advertised. 

2.3 Advertisements shall treat sex, sexuality and nudity with sensitivity to the relevant 

audience and, where appropriate, the relevant programme time zone. 

2.4 Advertisements for any product which is meant to be used by or purchased by 

children shall not contain anything which is likely to cause alarm or distress to those 

children. 

2.5 Advertisements shall only use language which is appropriate in the circumstances 

and strong or obscene language shall be avoided. 

2.6 Advertisements shall not depict material contrary to prevailing community 

standards on health and safety. 

2.7 Advertisements for motor vehicles shall comply with the Federal Chamber of 

Automotive Industries Code of Practice relating to Advertising for Motor Vehicles 

and section 2.6 of this Code shall not apply to advertisements to which the Federal 

Chamber of Automotive Industries Code of Practice applies. 


H OTEL C ASINO 

C AIRNS A USTRALIA 

Form 6(a) 

Advertising and Promotions Guideline 


Rationale 

The Responsible Gambling Advertising and Promotions Guideline (Guideline) 

was developed to support the gambling industry to implement Section 6 – 

Advertising and Promotions - of the Queensland Responsible Gambling Code 

of Practice (Code of Practice). Section 6 requires gambling providers to 

develop and implement strategies to ensure advertising and promotions are 

delivered in a responsible manner with consideration given to the potential 

impact on people adversely affected by gambling. 

Scope 

The Guideline applies to advertising and promotions in all sectors of gambling 

in Queensland. In recognition of the diversity within the gambling industry, the 

Guideline reflects the Code of Practice in recognising that some practices 

apply to all sectors of the industry while others apply only to particular sectors. 

Details of how these practices apply to each industry sector can be found in 

the appendix in the Code of Practice. 

The Guideline covers communication activities including (but not limited to) 

advertising in the media (including all electronic media), sponsorship, point of 

sale material, leaflets, displays, internal and external signage, the internet, 

subscriber products (such as Sky Channel and pay TV) and other materials 

designed for public communication. 

The Guideline is to be used in conjunction with all regulatory requirements for 

the conduct of gambling in Queensland. 

The Guideline does not extend to casino international business or premium 

international players. 


All gambling providers, advertising bodies, media and gambling promotional 

organisations are responsible for the application of the Guideline. 

In addition to the voluntary practices, there are practices which have a 

legislative requirement. Those practices must be complied with or action may 

be taken under the relevant gambling Act. 

Responsible Gambling Advertising & Promotions Guideline 

The Code of Practice, including the Guideline, will be independently monitored 

and evaluated regularly for its effectiveness. Following a review of voluntary 

commitment with the Code of Practice, minimum standards may be 

recommended and, where appropriate, codified into legislation. 



Practices 

The Guideline provides further details to assist gambling providers to 

implement the Advertising and Promotions section (Section 6) of the Code of 

Practice. 

The practices in the Advertising and Promotions section are aimed at ensuring 

advertising and promotion are delivered in a responsible manner with 

consideration given to the potential impact on people adversely affected by 

gambling. Specifically, the practices commit the gambling industry to ensure 

that any advertising or promotion: 

6.1 complies with the Advertiser Code of Ethics as adopted by the 

Australian Association of National Advertisers 

6.2 is not false, misleading or deceptive 

6.3 does not implicitly or explicitly misrepresent the probability of winning a 

prize 

6.4 does not give the impression that gambling is a reasonable strategy for 

financial betterment 

6.5 does not include misleading statements about odds, prizes or chances 

of winning 

6.6 does not offend prevailing community standards 

6.7 does not focus exclusively on gambling where there are other activities 

to promote 

6.8 is not implicitly or explicitly directed at minors or vulnerable or 

disadvantaged groups 

6.9 does not involve any external signs advising of winnings paid 

6.10 does not involve any irresponsible trading practices by the gambling 

provider 

6.11 does not depict or promote the consumption of alcohol while engaged 

in the activity of gambling 

6.12 has the consent of the person prior to publishing or causing to be 

published anything which identifies a person who has won a prize 

6.13 incorporates, where appropriate, positive responsible gambling 

messages 

To access the Queensland Responsible Gambling Advertising and Promotions 

Guideline visit: 

http://www.responsiblegambling.qld.gov.au/knowledge/industryresources/advertising-promotion/advertising-promotion.shtml 



FOR EXAMPLES OF ACCEPTABLE AND UNACCEPTABLE PRACTICES 

REFER TO PRACTICE 6 ADVERTISING AND PROMOTIONS IN THIS 

MANUAL

Casinos - Office of Liquor, Gaming and Racing

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