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.
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 firstname.lastname@example.org or mail at 'Crown London Enquiries 27-28 Curzon Street London W1W 5DR'. Alternatively, speak to a Crown London Aspinalls Assistant Casino Manager.
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.
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)
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.
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.
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.
Crown London Apinalls' Obligations and Ongoing Commitment
Crown London 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.
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.
Crown London Aspinalls fully supports the objective detailed in the Gambling Act 2005 that gambling be conducted in a fair and open way.
Should you have any complaint or dispute about any gambling related decision, a member of our management team should be able to settle the problem for you at the time.
However, should you not be satisfied with their decision, and all internal avenues of dispute resolution have been exhausted you may refer the matter to the Independent Panel for Casino and Bingo Arbitration (IPCA).
The IPCA is tasked with reviewing any complaints or disputes relating to the land based casino and bingo industries that cannot be settled internally.
The process for settlement of any gambling related dispute is 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 Assistant 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 Aspinalls 27-28 Curzon Street, London W1J 7TJ
- If still not satisfied with the decision, you should put your complaint in writing to:
Head of Regulatory Compliance and Audit, Aspers Group Ltd, 1 Hans Street, London, SW1X 0JD
- Crown Aspinalls will formally notify you of their decision and where Crown Aspinalls cannot settle the complaint to your satisfaction you may refer the matter in writing or by email to the Independent Panel for Casino Arbitration (IPCA) at the following address:
235 Vauxhall Bridge Road
Independent Panel for Casino & Bingo Arbitration
- The IPCA is largely comprised of retired senior members of the Gambling Commission or other independent reputable gambling industry experts. A list of IPCA ADR Officials can be found atwww.ipca.org.uk
- Please note that IPCA will only handle disputes received in writing via any durable medium and after being entirely satisfied that all possibilities of an internal solution have been fully explored. Therefore, if you have not taken the matter through the company internal disputes procedure, the IPCA will refer it back to you until the internal process has been fully exhausted.
- The IPCA ADR service is free to consumers.
- The ADR entity may refuse an ADR request in accordance with the regulations as outlined in Grounds to Refuse to Deal with an Alternative Dispute Resolution section 2(e)
- All parties agree to provide all documentation and evidence in relation to the dispute.
- All parties agree to make themselves available to be interviewed by the ADR official.
- All parties have the right to withdraw at any time from the ADR process.
- The ADR procedure complies with the Data Protection Act 1998 with regard to processing personal data.
- The parties to the complaint/dispute are not obliged to retain a legal adviser but that they may seek independent advice or be represented by a third party at any stage of the ADR procedure.
Grounds to refuse to deal with an alternative Dispute Resolution
- An ADR Entity can refuse to deal with a dispute but the ADR Entity will provide both parties with a reason for declining the dispute within 3 weeks of receiving the complete complaint file.
- The reasons a dispute can be refused* are if:
- the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
- the dispute is frivolous or vexatious;
- the dispute is being, or has been previously, considered by another ADR entity or by a court;
- the value of the claim falls below or above the monetary thresholds set by the body; the IPCA does not set monetary thresholds;
- the consumer has not submitted the complaint to the body within the time period specified by the body, provided that such time period is not less than 12 months from the date upon which the trader has given notice to the consumer that the trader is unable to resolve the complaint with the consumer;
- dealing with such a type of dispute would seriously impair the effective operation of the body.
*For current refusal information please visit www.ipca.org.uk.
Independent Panel for Casino & Bingo Arbitration
IPCA ADR Process
- The ADR controller will assign an ADR official to investigate the complaint and notify all parties concerned.
- The ADR official will request all relevant evidence and documentation from all concerned parties and inform all parties of their right to withdraw at any time from the process.
- The ADR official upon receipt of the evidence will notify the parties that the evidence received constitutes a ‘complete complaint file’. An outcome (proposed decision/ resolution) to the dispute will be met within 90 calendar days from the date the “complete complaint file” has been received (in “certain exceptional cases” in “highly complex disputes” the ADR official is free, at his/her own discretion, to extend the 90 calendar day deadline).
- The ADR official will normally provide a draft report allowing reasonable time for comment from all parties. This may include any statements made and opinions given by experts.
- The ADR official will consider any comments prior to completing the report.
- The ADR official will provide a final report to the ADR controller outlining the outcomes and grounds on which the proposed decision/resolution is based.
- When the ADR controller is satisfied that the process has been adhered to and the decision/resolution in the report is valid, the controller will forward the report to all parties concerned.
- In accordance with the Gambling Commission’s expectation gambling operators will offer ADR which is binding on the operator (if accepted by the consumer) for disputes which would otherwise be taken to the small claims court (currently disputes of not more than £10,000). For disputes over £10,000, the ADR procedure need not be binding – this would allow, for example, that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.
- In accordance with consumer protections the customer is not legally bound to abide by any IPCA decision and therefore does not deny the consumer his or her UK statutory consumer protections
Complaints Procedure (Non-Gaming)
Crown London Aspinalls aims to provide a facility at the epitome of opulence and class and takes its commitment to providing a five star customer service environment seriously. Furthermore, in accordance with the Licence Conditions and Code of Practice, we take our social responsibility and customer satisfaction seriously.
This Complaints Procedure addresses services provided by Crown London Aspinalls that are not gaming disputes. For gaming dispute matters, please refer to the Crown London Aspinalls Gaming Disputes Procedures available on premises, our website (www.crownlondonaspinalls.com) or please speak to any one of our Assistant Casino Managers.
As a valued patron or guest of Crown London Aspinalls, should you feel dissatisfaction of any immediate resolution of a non-gaming related matter, a formal complaint may be made by advising an Assistant Casino Manager in person at the premises or alternatively in writing to:
Email correspondence: email@example.com
Crown London Enquiries
27-28 Curzon Street
London W1W 5DR
We aim to respond within 3-5 working days of receiving your formally lodged complaint.
Crown London Aspinalls views complaints as helpful feedback and will do everything we can to resolve any matters in a prompt and timely manner. Should you choose to proceed to lodge a formal complaint, we look forward to resolving this matter and thank you for taking the time to provide your feedback.