Responsible Gambling
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Responsible Gambling

Responsible Gaming and Social Responsibility

Crown London Aspinalls is committed to providing gaming services in a safe environment and in a responsible manner. We recognise that some patron's gambling behaviours may cause them personal and financial difficulties, and potentially their family, friends and the wider community may be impacted.

The Crown Resorts Group, of which Crown London Aspinalls is affiliated, is a world leader in responsible gaming initiatives and allocates significant resources to raising awareness of responsible gaming, and to helping customers to manage and enjoy their gaming at Crown’s Australian Resorts.

Crown London Aspinalls takes on this commitment from its frontline staff to the Board of Directors.

Crown London Aspinalls’ Responsible Gambling Policy is designed to ensure that gambling on its premises is conducted in a sustainable, safe and socially responsible manner. Crown London Aspinalls acknowledges that gambling is a person’s individual choice and encourages patrons to gamble in a responsible manner.

Responsible Gambling

 

Accreditation, Certification and Evaluation (ACE) Endorsement

In line with Crown London Aspinall’s proactive approach and strong commitment to Responsible Gambling and Social Responsibility, Crown London Aspinalls engaged ACE, an independent panel of experts, tasked by Playing Safe/National Casino Forum (NCF) with accrediting land-based casinos’ responsible gambling policies and practices.

As part of this exercise an extensive internal review of policies, procedures and other measures was conducted to review current Responsible Gambling and Social Responsibility measures practiced at the Club.

Below is an excerpt from ACE’s report.

"Following the visit of the ACE panel to Crown Aspinalls casino, we are pleased to endorse Aspinalls’ Responsible Gaming Programme as meeting the benchmark standard of the Playing Safe Core Programme. We were particularly impressed by the clarity of the Responsible Gambling policies and other documentation and by the strong commitment to this agenda throughout the organisation."

Should you wish to speak to someone, seek further information and/or advice regarding problem gambling, there are a number of organisations that provide a range of services that may assist and support you.

SENSE Self-exclusion programme

The SENSE scheme enables customers to voluntarily self-exclude from all UK land-based casino premises participating in SENSE. Enrolling in SENSE means that a person is self-excluded from all participating land-based casinos for a minimum period of six months.

The objective of SENSE is to enable patrons, who may be experiencing difficulties because of their gambling, to detach themselves from the gambling environment for a specific time.

There are a number of reasons why a patron may state that they wish to self-exclude. SENSE provides the opportunity and option for a patron to help manage any difficulty they may be experiencing with gambling. 

The SENSE programme is available at Crown London Apinalls. Should you wish to enrol into the SENSE scheme or wish to obtain further information, please contact +44(0)20 7499 4599 or in writing via email enquiries@crownaspinalls.com or mail at 'Crown London Enquiries 27-28 Curzon Street London W1W 5DR'. Alternatively, speak to a Crown London Aspinalls Casino Manager.

Gamblers Anonymous

Gamblers Anonymous is a fellowship of men and women who have joined together to do something about their own gambling problem and to help other compulsive gamblers to do the same.

Contact: www.gamblersanonymous.org.uk

GAMCARE

GamCare is the leading provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. GamCare operates the National Gambling Helpline, provides treatment for problem gamblers and their families, creates awareness about responsible gambling and treatment, and encourages an effective approach to responsible gambling within the gambling industry.

Freephone: 0808 8020 133 (available 7 days a week, 8am to midnight)

www.gamcare.org.uk

GORDON MOODY ASSOCIATION

The Gordon Moody Association provides advice, education and high quality innovative therapeutic support to problem gamblers and those affected by problem gambling, through residential, online and outreach services. The association also runs a unique service offering online support and advice to problem gamblers outside Great Britain.

Contact: 01384241292

www.gordonmoody.org.uk

GAMBLEAWARE

GambleAware is an independent charity tasked to fund research, education and treatment services to help minimise gambling-related harm in Great Britain. GambleAware is a commissioning and grant-making body. Guided by the National Responsible Gambling Strategy, the charity’s strategic aim is to broaden public understanding of gambling-related harm as a public health issue and to help those that do develop problems get the support and help that they need quickly and effectively.

Contact: 08088020133

www.gambleaware.co.uk

NATIONAL DEBTLINE

Giving free, impartial and confidential debt advice, the National Debtline are an independent charity, dedicated to providing free debt advice by phone and online to people across the UK.

Contact: 08088084000

www.nationaldebtline.co.uk

Crown London Apinalls' Obligations and Ongoing Commitment

Crown London Aspinalls is committed to being a reputable casino operator and as such, works within the regulatory framework to ensure the prevention and mitigation of (including, but not limited to) Money Laundering, Terrorism Financing, and Tax Evasion as well as the promotion of Social Responsibility and Responsible Gambling.

Furthermore, Crown London Aspinalls commits to the following licensing objectives:

  • preventing gambling from being a source of crime or disorder, being associated with crime or disorder or being used to support crime;
  • ensuring that gambling is conducted in a fair and open way; and
  • protecting children and other vulnerable people from being harmed or exploited by gambling.

In accordance with the Gambling Act 2005 the Act.

Dispute Resolution

Your feedback is important to us. Should you wish to raise a concern, matter, or incident there are a number of channels to which you can submit your feedback.

Gaming Related

Crown London Aspinalls is committed to ensuring gambling is conducted in a fair and open way, in accordance with the Gambling Act 2005.

To enable this, Crown London Aspinalls has a clear and transparent resolution process for settlement of any gambling related customer dispute as follows:

 

  • The matter should be raised with the dealer, table inspector preferably at the time.
  • If you are not satisfied with their decision, it should be raised with the Area Manager or Casino Manager, again, preferably at the time.
  • If not satisfied with their decision, you should put your complaint in writing to the COO-Gaming of the casino, at the casino address:  Crown London Aspinalls 27-28 Curzon Street, London W1J  7TJ
  • If still not satisfied with the decision, you should put your complaint in writing to:
  • General Manager Compliance and Integrity, at the casino address: Crown Aspinalls 27-28 Curzon Street, London W1J  7TJ
  • Crown London Aspinalls will formally notify you of their decision and where Crown London Aspinalls cannot settle the complaint  to your satisfaction you may refer the matter in writing or by email to the Independent Betting Adjudication Service (IBAS) at the following address:

IBAS
PO Box 62639
London
EC3P 3AS
adjudication@ibas-uk.co.uk
www.ibas-uk.com/

IBAS is tasked with independently reviewing Crown London Aspinalls’ gaming complaints or disputes that cannot be settled internally.

IBAS

General Information
  • IBAS is a gambling-specialist Alternative Dispute Resolution (ADR) Service, adjudicating on disputes between licensed gambling operators and their customers since 1998.
  • Before our Adjudication Panel begins to look at the detail of any dispute, they will ask you to confirm that: You have made every reasonable effort possible to resolve the dispute before speaking to us, you agree to comply with our terms and conditions.
  • If you believe that you have been unfairly denied winnings you were entitled to – or have been underpaid on a bet that you did win – IBAS will look at the matter on your behalf and reach an independent decision about whether you have a valid claim.
  • This applies equally to table games and to any gaming machines located on these premises.
  • The IBAS ADR service is free to consumers.
  • Before you contact IBAS, you should first raise your complaint with an appropriate member of the casino staff. A dealer, croupier or cashier will be able to direct your complaint to a more senior manager if required.
  • If you remain dissatisfied, you should ask for the contact details either of the casino manager or of the company’s customer service department.
  • IBAS only deals with disputes after all reasonable efforts have been made to resolve the matter between the casino and the customer.
  • If you contact IBAS before you have tried to settle the problem with the club, there is a good chance that your request for adjudication will be turned away.
  • IBAS does not consider complaints about other issues, such as: disappointing standards of customer service, cost of participation in tournaments, Quality of dealing, spinning or other aspects of game management. We recommend raising these types of issues directly with casino management.
  • IBAS rulings shall be legally non-binding on the Consumer but binding on the Operator unless the value of the dispute exceeds £10,000.
  • In order to make a claim through the IBAS website (www.ibas-uk.com), you will need to register with the service.
  • You will need a valid, working email address in order to register. Registration is quick, easy and free of charge. You will then need to complete an IBAS Claim Form by clicking on ‘Make a Claim’.
  • If you have any difficulty using the website, you are welcome to complete a claim form by hand. We can post you a form, which we will ask you to complete and return.
  • To request a form, either telephone us on 020 7347 5883 or write to us at:
  • IBAS. PO BOX 62639, London. EC3P 3AS
  • Once IBAS has received your completed claim form, we will contact your casino to seek their response.
  • One of our Case Managers will then send any further questions to either you or the casino until they are satisfied that we have all of the information we need to make an informed decision.
  • After that, the file containing all of that information is sent to members of our Adjudication Panel. The panellists may have further questions or they may be satisfied that they have enough material to issue an adjudication.
  • Once they have reached their decision, their findings are typed up and either emailed or posted to both you and your casino simultaneously.
  • Typically, the whole process will take between 10 and 12 weeks but may take longer.

 

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