Responsible Gambling

Responsible Gambling
DHCM 183
The Official Guide

Boston Business School
520 North Bridge Road #03-01
Wisma Alsagoff
Singapore 188742
www.bostonbiz.edu.sg
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otherwise disposed of by way of trade in any form of binding or cover,
other than that in which is published, without the prior consent of the Publisher.
The Guide is a useful resource for those seeking to gain the internationally
recognised CTH qualifications. The Guide however must be used
together with the recommended textbooks.
CONTENTS
Introduction ...................................................................................................... 1
Topic 1 – THE GAMBLING INDUSTRY............................................................... 5

Profile of the Gambling Industry ................................................................................5
Development of Responsible Gambling Programmes .......................................9
Gambling, Recreational Gambling and Problem Gambling .......................... 11
Forms of Gambling....................................................................................................... 12
Topic 2 – RESPONSIBLE GAMBLING LEGISLATION....................................... 23

Gambling Legislation .................................................................................................. 23
Responsible Gambling Legislation ......................................................................... 25
Code of Practice ............................................................................................................ 30
Topic 3 – GAMBLING ENVIRONMENT FEATURES.......................................... 45

Introduction to the Casino Gambling Environment ......................................... 45
Facilities ........................................................................................................................... 51
Signage ............................................................................................................................ 52
Casino Lighting.............................................................................................................. 58
Display of Clocks ........................................................................................................... 59
Automatic Teller Machines (ATM’s) ........................................................................ 59
Promotional Materials................................................................................................. 60
Creating a Comfortable Environmental ................................................................ 64
Topic 4 – PROCEDURES FOR THE SERVICE OF RESPONSIBLE GAMING –

GAMING INFORMATION FOR PLAYERS ................................................ 66
Introduction to the Provision of Information...................................................... 66
Information about the Potential Risks of Problem Gambling ....................... 68
Availability of Counselling......................................................................................... 71
Chances of Win/ Loss and Probability ................................................................... 74
Information on Games ................................................................................................ 78
Player Rating Systems ................................................................................................. 79
Topic 5 – PROCEDURES FOR SERVICE OF RESPONSIBLE GAMBLING –

EXCLUSION ORDERS .............................................................................. 81
Introduction to Exclusion Orders ............................................................................ 81
Exclusion Procedures According to the Singapore Casino
Control Act 2006 ........................................................................................................... 83
Dealing with Exclusions.............................................................................................. 87
Attempts to Breach Exclusion Orders.................................................................... 92
Revocation of an Exclusion Order ........................................................................... 93
Exclusion from Remote Gambling .......................................................................... 94
Topic 6 – GAMBLING RELATED INCIDENTS ................................................... 95
Underage Gambling .................................................................................................... 95
The Refusal of Credit..................................................................................................107
Customer Complaints and Disputes ....................................................................109
Topic 7 – PROBLEM GAMBLING ...................................................................116

Introduction to Problem Gambling......................................................................116
Levels of Gambling.....................................................................................................118
Prevalence of Gambling Problems .......................................................................122
Gambling Addiction ..................................................................................................124
Impact and Costs of Problem Gambling.............................................................126
Phases of Gambling and Recovery –
The effects on the Gambler and the Spouse .....................................................130
Gambling Behaviour..................................................................................................135
Topic 8 – PROBLEM GAMBLING SUPPORT PROGRAMMES ........................140

Introduction to Support Programmes.................................................................140
Accessing Treatment – Referral Paths .................................................................143
Counselling and Treatment Providers.................................................................145
Appendix One – FORMS ...............................................................................159
Source of References ....................................................................................169

Responsible Gambling
Introduction
Description
This module has been designed for front line gaming industry
professionals. It will promote a greater understanding of
Responsible Gambling in accordance with the legislative
requirements and worldwide standards. It will equip students with
the skills required to assess and address responsible gaming issues
in the Casino Gaming Environment. It provides students with the
knowledge to identify problem gambling and to provide
information about professional treatment.
Summary of Learning Outcomes
On completion of this module students will be able to:
• Describe the types of gambling offered.

• Understand the legislative requirements relating to
responsible gaming.
• Understand how the gambling environment influences
players’ behaviour.
• Describe the procedures for providing responsible gambling
services in the casino environment.
• Identify problem gamblers and understand which groups are
at particular risk.
• Provide information on problem gambling support
programmes.
• Understand the communication and administrative
procedures involved in providing responsible gambling
services.
Syllabus
The Gambling Industry Profile of the gambling industry, types
of gambling offered including casino
gaming, horseracing and sports betting,
other games of chance such as lotto
Responsible gambling National and regional legislation and
legislation regulations and industry code of
practice
Responsible Gambling DHCM 183 1

Gambling environment Casino layout, facilities, signage,
features lighting, ATM’s, availability of natural
light, promotional materials,
positioning of machines
Procedures for service of Provision of information, signage and
responsible gambling information to be displayed,
implementation of exclusion
procedures, appropriate environmental
features
Gambling information for Availability of counseling, chances of
players winning and probability, information
on games, availability of responsible
gaming information
Gambling related Requests for exclusion, attempts to
incidents breach exclusion, underage gambling,
refusal of credit, disputes and
complaints, involvement of family or
friends
Problem Gambling and Levels of gambling, high risk groups,
Support Programmes identifying problem gamblers.
Availability of counseling, problem
gambling support and treatment
services, providing information on
support services.
Communication and Internal communication including
documentation casino departments and security,
external communications including
with statutory boards, documentation
and administration procedures
Assessments
This module will be assessed via a 2 ½ hour examination set and

marked by CTH. The examination will cover the whole of the
assessment criteria in this unit and will take the form of 10 x 2 mark
questions and 5 x 4 mark questions in Section A (40 marks), Section
B will comprise of 5 x 20 mark questions of which students must
select and answer three (60 marks). CTH is a London based body
and the syllabus content will in general reflect this. Any legislation
and codes of practice will reflect the international nature of the
industry and will not be country specific. Local centres may find it
advantageous to add local legislation or practise to their teaching
but they should be aware that the CTH examination will not test this
local knowledge.
Further guidance
Delivery strategies
This module covers the theory of Responsible Gambling but
wherever possible this should be related to practical situations to
reflect the nature of the commercial world. Visits to a range of
casinos are essential to allow students to see the application of the
theory into practice. Visiting speakers would also be beneficial and
will help to contextualise the classroom based learning.
Recommended Prior Learning

There is no required prior learning however students must have
completed formal education to 18 years old or equivalent and an
interest in Gambling Operations is essential.
Resources
Learners need access to library and research facilities which should
include some or all of the following;
Textbooks
• Eade, W., (1997), Introduction to the Casino Entertainment
Industry, Pearson, ISBN 013400177X
• Eadington, W.,& Cornelius, J.,(1999), The Business of Gaming:
Economic and Management Issues, University Press of
Nevada, ISBN 0942828382
• Friedman, B., (1981), Casino Management, Citadel Press, ISBN
081840311X
• Gomez-Mejia,D., Balkin, D., & Cardy, R., (2005), Management
– People, Performance, Change, McGraw-Hill, ISBN
007111131X
• Hashimoto, K. et al, (1998), Casino Management: Past Present
and Future, Kendall Hurd Publishing, ISBN 0787245186
• International Gaming Institute, (1996), The Gaming Industry,
John Wiley and Sons, ISBN 0471129275
• Kilby,J.,&Fox,J., (2004), Casino Operations Management, John
Wiley and Sons, ISBN 0471266329
• Munting, R., (1996), An Economic and Social History of
Gambling, Manchester University Press, ISBN 0131926721
• Rudd, D.,& Marshall, L., (1999), Introduction to Casino and
Gaming Operations, Pearson, ISBN 0139795685

Magazines, Journals and Other Publications
• Casino Life Magazine
• State and Regional Gaming Acts including:
• UK Gaming Act 2005
• Nevada Gaming Control Act
• Singapore Casino Control Act
Websites
www.casinoman.com
www.gamingfloor.com
Notes on recommended texts
The module can be taught with the texts we have identified as

relevant to the module syllabus. In keeping with a qualification at
this level there is no one text which covers the whole syllabus, but a
number of texts which provide sufficient depth to explore the
subject area. In general, the lecturer’s lesson plans should be based
on the module syllabus and supported by relevant texts,
supplementary material familiar to the lecturer and the lecturer’s
experience. It is not essential to use all the recommended texts and
lecturers should use their experience to decide which ones are most
appropriate for their students. Where available and appropriate,
past module examinations are also available to support lecturers.
CTH will always answer any questions from the centre’s Head of
Department either by email or by phone.

Topic 1
THE GAMBLING INDUSTRY
Objective
This chapter will introduce the students to the gambling industry
and look in more detail at the types of gambling available. Students
will get to appreciate the size of the industry and the prevalence of
gambling. It will also look at the main reasons for developing
responsible gaming programmes.
Learning Outcomes
After studying this chapter, students should be able to:
• Profile the gaming industry.

• Define gambling and explain the difference between
recreational gambling and problem gambling.
• Explain the need for responsible gambling programmes.
• Explain the different types of gambling including casinos
gaming, lotteries, sports betting and internet gambling.
Profile of the Gambling Industry
The gambling industry has seen unprecedented growth over recent

years, developing into a major sector of the world economy. The
industry is one of high public profile – commercial competitiveness
on a global basis sits at one end of the scale; at the other is local,
direct responsibility to all consumers.
The Gambling Industry in Singapore

The licensed gambling industry in Singapore is diverse. Singapore
will have its first casino operating by 2009. Currently lotteries as
well as other service providers such as horse racing are popular.
Gambling in Singapore, although relatively new will be strictly
regulated, with an emphasis on operators meeting the required
probity and performance standards and consistency in care for
consumers.

In Singapore there is a limited target market, various ethnic groups
and a small geographical area. However, consumers rightly have
expectations that they can have access to competitive gaming
products, appropriate infrastructure and high standards of service
as enjoyed elsewhere in the world.
In recent years, considerable focus by governments of all

persuasions has been given to the adverse affect problem gambling
can have on some members of the community or individuals who
become affected by gambling to the point of no longer having
control or rational judgment, sometimes leading to problems in
other areas of their lives.
Substantial efforts have been directed to this issue in Singapore and

from this background has emerged the production by the industry
of a proactive and balanced response to the expectations of
Government and consumers – responsible gambling.
In order to be effective and fair issues of concern have been

identified, clear requirements understood and consistent standards
of business practice prescribed.
A recent Singapore report of survey on participation in gambling

activities among Singapore residents, 2008, stated that 54% of
Singapore residents aged 18 and above reported that they have
participated in at least one form of gambling activity in the last 12
months.
Relatively higher gambling participation is found among the

following groups:
• Chinese (62%)
• Male (60%)
• Residents aged 40 to 59 years (60% - 64%)
• Residents with primary education and below (61%)
• Residents with average monthly personal income of $2,999 and
below (60% - 66%)
For the purpose of the survey, respondents who had participated in

at least one form of gambling in the last 12 months were classified
as gamblers.

The Gambling Industry in the UK
The British Gambling Prevalence Survey 2007 stated that since the
1999 survey, the nature of gambling in Britain has changed
substantially, mainly due to changes in legislation, and an increase
in the number of gambling products available.
The survey also indicated the following:

• 68% of the population, that is about 32 million adults, had
participated in some form of gambling activity within the past
year.
• Excluding people who had only gambled on the National
Lottery Draw in the last year, 48% of the population, or about 23
million, had participated in another form of gambling in the past
year.
• The most popular activity was the National Lottery Draw (57%),
followed by scratch cards (20%), betting on horse races (17%),
and playing slot machines (14%).
• Only a small proportion of people (3%) gambled online (like
playing poker or casino games etc) or placed bets with a
bookmaker using the internet (4%).
• 3% used fixed odds betting terminals (FOBTs) and 4% gambled
in a casino.
Relatively higher gambling participation is found among the

following groups:
• Men were more likely than women to gamble overall (71%
compared with 65%), and on each individual activity, with the
exception of bingo (4% of men compared with 10% of women).
• Respondents who described their ethnic origin as white were
more likely to be past year gamblers (70%) than those who
classified themselves as Black (39%) or Asian (45%).
• People in higher income households were more likely to
gamble, the rate increased from 61% among those in the lowest
income households, to 72% for highest income households.
• In terms of education, respondents with higher levels were less
likely to gamble, 61% of those with a degree compared with
73% who were educated to GCSE/O level equivalent.
Looking at international studies of problem gambling prevalence,

the rate in Britain is higher than that found in Norway, and similar to
that of Canada, New Zealand, Sweden and Switzerland, and lower
than Australia, South Africa, the US, Singapore, Macao and Hong
Kong. (Comparisons should be treated with caution, as different
methodologies have been used in different countries).”
The Gambling Industry in the USA (Tribal Jurisdictions)
A look at the history of gambling in the United States shows that it
has evolved in waves, with public sentiment shifting back and forth
from embracing gambling to prohibiting it. Gambling was largely
practiced in the early U.S., primarily in the form of lotteries, until it
was completely banned in the 1890’s. However, gambling started
making a comeback in the 1920’s and was fully legalised in Nevada
in 1931, providing American gamblers with an outlet through which
to place their bets. Las Vegas remained the primary location for
legal gambling until the 1970’s, when more forms of casinos began
to be legalised, including riverboat and Indian reservation casinos.
In fact, gambling has now evolved to the point that at least some
form of gambling is legal in all but two states and revenues from
gambling eclipse the revenues from theme parks, video games,
movie tickets, and music recordings combined.
The statistics shown below are the Gaming revenues from the
National Indian Gaming commission. These are the various
categories of growth figures from the years 2001 though to 2004.
Gaming Revenue 2001 – 2004
National Indian Gaming Commission Tribal Gaming Revenues
Number of Revenues Percentage of

Gaming Revenue Range Operations (in thousands) Operations Revenues
Gaming operations with fiscal years ending in 2004
$250 million and over 15 7,200,911 4.1% 37.1%
$100 million to $250 million 40 6,277,698 10.9% 32.3%
$3 million to $10 million 57 344,352 15.5% 1.8%
Under $3 million 94 77,488 25.6% 0.4%
Total 367 19,407,510

$250 million and over 11 5,381,204 3.1% 32.0%
Under $3 million 97 90,569 27.1% 0.5%
Total 358 16,826,126

$250 million and over 10 4,640,064 2.9% 31.5%
$100 million and over 31 4,870,596 8.9% 33.1%
Under $3 million 101 79,965 28.9% 0.5%
Total 349 14,717,662

$100 million and over 39 8,398,523 11.8% 65.5%
Under $3 million 114 96,257 34.5% 0.8%
Total 330 12,822,346
Table 1.1 National Indian Gaming Commission Tribal Gaming Revenues
The growth in revenue generation was in the 250M$ and above.

Although this revenue is only from 4% of the casinos, it seems that
the old tribal customs are falling away and gaming is becoming a
normal point in society. These figures are derived from Casino
Resorts such as Mohican Sun. The integrated resorts will also
experience growth figures such as these.
Summary
The onset of world gambling trends and the increase and
availability of gambling forms have influenced the way society view
gambling. The growth of the gambling industry is evident in the
gambling prevalence rates and gaming revenue statistics discussed.
Development of Responsible Gambling Programmes
For the majority of people, gambling is an enjoyable leisure and

entertainment activity. However, for some, gambling can have
negative impacts. As a result, the Casino Control Boards in different
parts of the world have set up laws to control gambling operations.

Furthermore, Responsible Gambling Programmes were developed,
which sets out responsible gambling practices and policies. These
programmes are adopted by various world gambling providers in
the provision of their services. The aim of responsible gambling
programmes is to minimise the harm to consumers who may be
adversely affected by gambling.
Responsible Gambling Programmes have been developed with the

participation of various stakeholders in the world gambling
industry. These programmes are an expression of the commitment
of the industry to responsible gambling, aimed at delivering
important consumer protection and social welfare objectives.
Though the practices are intended to apply to all gambling

providers and all forms of gambling, the method of implementation
will vary according to the form of gambling, and will change over
time as new operating methods emerge.
Responsible Gambling Programmes are considered ‘living

documents’ in the sense that it will be continuously edited and
amended to take into new operating practices, new research into
problem gambling and changing circumstances. The need for
flexibility to accommodate industry development within an
evolving gambling industry is also acknowledged, as is the need for
whole-of-industry support and implementation.
A major point of emphasis with the Responsible Gambling Course is

urging for the consistency in care for customers, and promoting
responsible gambling initiatives. In recent years there has been
growing appreciation of the affect problem gambling has on some
members of the community. Problem gambling exists when there is
a lack of control over gambling, particularly the scope and
frequency of gambling, the level of betting and the amount of
leisure time devoted to gambling.
This responsible gambling course will provide descriptions of

responsible gambling practices relevant to each sector of the
gambling industry. It contains comprehensive information on
responsible gaming practices that will assist the operator in the
successful implementation of the responsible gambling code.

Summary
This section has highlighted the aims of the different government
organisations when formulating responsible gambling
programmes. Responsible gambling practises are the responsibility
of all stakeholders in the gambling industry and must be
implemented over a range of gambling activities.
Gambling, Recreational Gambling and Problem

Gambling
Gambling is defined as the staking of something valuable in the

hope of winning a prize where the outcome is unknown to the
participants. Playing the lotto, bingo and charity jackpots in
newspapers as well as scratch cards, casino games and betting on
horses and other sporting events are regarded as gambling
activities.
Whether gambling is accounted a vice or a form of recreation

depends on moral judgments, which vary in different cultures, at
different points in history and among different individuals.
Recreational gambling, from the point of view of the gambler,

provides some of the following pleasures:
• playing games;
• fantasising about winning large sums of money;
• feeling artificially endangered; and
• being in a stimulating environment.
Gambling behaviour should be viewed as problematic when

gamblers:
• gamble excessively and thereby cause significant harm to
themselves and to others; and
• fail to control this excessive behaviour by themselves and
without assistance.
Activity 1.1
Define the term Gambling.

Summary
Gambling is defined as the staking of something valuable in the
hope of winning a prize where the outcome is unknown to the
participants. Recreational gamblers gamble for the purpose of
pleasure. When an individual gambles excessively and
uncontrollably, problem gambling can result.
Forms of Gambling
Bingo
Bingo is a game of chance where players receive a set of numbers
on a card in return for a stake and they mark them off as a caller
announces numbers as they are drawn randomly. Players may win
money or prizes when they complete a line, multiple lines or
complete a card. Games can also be played electronically. People
mainly play Bingo in Bingo clubs, including in holiday parks and
resorts. It is also popular in working men’s clubs and British Legion
clubs.
Casino Games
Casino games include table, card and machine games played in a
casino. They involve playing or staking against a bank. Traditional
casino games include roulette, blackjack and poker. Casino-type
games are also played on gaming machines and on the internet.
Casino games permitted in Britain include:
• Big Six Wheel – also known simply as The Big Six, is an unequal
game of chance, played using a large vertical wheel that can be
spun. The wheel is divided into a number of equal segments
separated by spokes or pins. Each segment is associated with a
number. The wheel is spun by a dealer, and the winning
segment is indicated by a pointer mounted on a flexible piece of
rubber or leather, which also rubs against the pins to impart
friction and slow the wheel down. The player with maximum
points at the end of the set will be the winner.
• Blackjack – a card game in which players try to beat the bank by

adding the values of the cards as close to 21 without going over.
Also known as 21.

• Baccarat – A card game in which two or more players gamble
against the banker. The winner is the player who holds two or
three cards that total closest to nine. There are a number of
variations of Baccarat in the United Kingdom.
• Poker – a card game where players with fully or partially

concealed cards make bets into a central pot. The pot is
awarded to the player or players with the best combination of
cards. Types of poker games include “three-card”, “casino stud”
and “Texas Hold ‘Em”.
• Stud Poker – a poker variant in which each player is dealt a mix

of face-down and face-up cards in multiple betting rounds. Five-
card stud first appeared during the American Civil War, and
became very popular. In recent years, Seven-card stud has
become more common, both in casinos and in home games.
These two games form the basis of most modern stud poker
variation.
• Craps - a casino dice game in which players bet against the

casino on the outcome of one roll or a series of rolls of two dice.
• Punto Banco - also called Baccarat. A card game in which two or

more players gamble against the banker. The winner is the
player who holds two or three cards that total closest to nine.
• Roulette - In the game, a croupier spins a wheel in one

direction, and then spins a ball in the opposite direction around
the circumference of the wheel. The ball eventually falls onto
one of the 37 coloured and numbered pockets on the wheel.
Players can place a variety of bets on specific numbers, the
colour of the number (red or black), whether it is odd or even or
on a grouping of numbers.
• Sic Bo - a game played with three standard dice that are shaken
in a basket or plastic cup. Traditionally, in Asia, the dice were
shaken on a small plate covered with a bowl, which was then
lifted to reveal the roll. In modern casinos the dice are shaken
mechanically, and the outcome is keyed into a computer which
automatically lights up the winning zones on the table. A player
can make any number of bets on the sic bo table.

Outcomes are based on the combinations that come up on the
three dice. Payoff combinations are listed on a roulette-style
table top that is often lit from underneath in winning areas of
the layout to indicate winning combinations. The wagers
available and their associated odds can differ from place to
place.
• Keno – Keno is a lottery-like or bingo-like gambling game

played at modern casinos. A traditional live casino keno game
uses a circular glass enclosure called a "bubble" containing 80
ping pong-like balls which determine the balldraw result. Each
ball is imprinted with a number 1 through 80.
Card Games
1. The History of Playing Cards

Since the late 16th century, European-style royalty have been used
on "face cards" and "French Suits" (Spade Diamond, Heart, Club)
were adopted as a standard throughout much of Northern Europe,
for that reason standard decks in the 18th and 19th century were
commonly referred to as a "standard French deck". Around the
Turn-of-the-Century (1900), the double-sided deck with numbers in
opposing corners and double sided face cards came into common
use as a result of the rising popularitly of round games (such as
poker). Prior to that (during the Faro heyday), standard decks were
square-edged, one-sided
(the royalty stood one way
on the card face) and the
numbered cards only
showed pips, without
numbers (indices) in the
corners.
Fig 1.2 Playing cards without number
Fig 1.3 A deck of rare De LaRue Co. double-

sided, rounded-corner playing cards made
in London, England, between 1870-1880.
These "Dexter" cards are an early

version of indexed playing cards
(numbers on the corners). As you can
see, the indices are quite different
from those in common use today.

2. Brag
Brag was a very popular pre-poker gambling game. The basic game
of three card Brag was one of the games described by Hoyle dates
from the late eighteenth century or earlier. Faro was known as the
"King of Gambling Games" and in the late 1860's, Brag was
considered the "Queen of Gambling Games".
3. Three Card Brag

A standard 52 card deck is used. The cards in each suit rank in the
usual order from high to low: A-K-Q-J-10-9-8-7-6-5-4-3-2. The
typical game was 4 to 8 players. Because Three Card Brag is a
gambling game the players must agree on the stake and have a
common understanding of the rules. (Typical of any game.)
4. Five Card Brag

Five cards are dealt to each player, and everyone discards two cards
to make their best three card brag hand.
Gaming Machines
Fruit machines, fixed odds betting terminals, slot machines, pusher
and crane grab machines are all gaming machines. The player
generally wins by matching the symbols on the central line of three
reels. Gaming machines are found in lots of different places like
family entertainment centres, pubs, adult gaming centres, clubs and
bingo halls. Bookmakers also site Fixed Odds Betting Terminals
(FOBTs) in their betting shops. Gaming machines have different
maximum prize and bet limits.
1. Machine Categories (UK)

There are four broad categories of gaming machine, depending on
the take and the maximum prize they can pay out. Category A
machines would only be allowed in the new supercasino, if that
went ahead. Category B machines are divided into four sub-
categories (not shown here):
Category Maximum Stake (£) Maximum Prize (£)

A Unlimited Unlimited
B Varies, but includes £1 and £2 Varies from £250 to £4000
C 50p £25
10p(30p when non-monetary £5 cash or £8 non-
D
prize) monetary prize

2. Types of machine
• Fruit machines
Fruit machines, also known as gaming, jackpot, amusement-with-
prize or all-cash machines, use a random number generator to
determine whether you have won or lost. If you win, the display
often shows three identical symbols in a row.
• Crane grab machine

A crane grab machine uses a mechanical arm to try to pick up prize
such as a soft toy and drop it into the chute.
• Fixed Odds Betting Terminal (FOBTs)

FOBTs are made available by bookmakers in betting shops. FOBT
users can bet on a variety of ‘events’, such as representations of
horseracing, greyhound racing, football penalty shoot-outs and
roulette. The outcome of such games is operated by a random
number generator.
• Pusher machine
A gaming machine with a moving tray carrying various items which
can be dislodged into a chute by coins pushed in by the player. The
dislodged items are then won by the player. They include red and
black plaques which can be exchanged for prizes.
3. The History of Slot Machines – Liberty Bell
Fig 1.1
The first mechanical slot machine was the
Liberty Bell
• Charles Fey & Liberty Bell

The first mechanical slot machine was the
Liberty Bell, invented in 1895 by car
mechanic, Charles Fey (1862–1944) of San
Francisco. The Liberty Bell slot machine
had three spinning reels. Diamond, spade,
and heart symbols were painted around
each reel, plus the image of a cracked Liberty Bell. A spin resulting in
three Liberty Bells in a row gave the biggest payoff, a grand total of
fifty cents or ten nickels.

The original Liberty Bell slot machine can still be seen be at the
Liberty Belle Saloon & Restaurant in Reno, Nevada. Other Charles
Fey machines include: the Draw Power, and Three Spinde and the
Klondike. In 1901, Charles Fey invented the first draw poker
machine. Charles Fey was also the inventor of the trade check
separator, which was used in the Liberty Bell. The hole in the middle
of the trade check allowed a detecting pin to distinguish fake
nickels or slugs from real nickels. Fey rented his machines to saloons
and bars based on a 50/50 split of the profits.
• Demand for Slot Machines Grows

The demand for Liberty Bell slot machines was huge. Fey could not
build them fast enough in his small shop. Gambling supply
manufacturers tried to buy the manufacturing and distribution
rights to the Liberty Bell, however, Charles Fey refused to sell. As a
result in 1907, Herbert Mills, a Chicago manufacturer of arcade
machines, began production of a slot machine, a knock-off of Fey's
Liberty Bell, called the Operator Bell. Mills was the first person to
place fruit symbols: i.e. lemons, plums, and cherries on machines.
• How the Original Slots Worked

Inside each cast iron slot machine there were three metal hoops
called reels. Each reel had ten symbols painted on it. A lever was
pulled that spun the reels. When the reels stopped, a jackpot was
awarded if three of a one kind of symbol lined up. The payoff in
coinage was then dispensed from the machine.
• Age of Electronics
The first popular electric gambling machine was the 1934 animated
horserace machine called PACES RACES. In 1964, the first all-
electronic gambling machine was built by Nevada Electronic called
the "21" machine. Other all electronic versions of gambling games
followed including ones for dice, roulette, horse racing, and poker
(Dale Electronics' Poker-Matic was very popular). In 1975, the first
electronic slot machine was built by the Fortune Coin Company.
Lotteries
Singaporeans know lotteries commonly as 4D. A lottery is a game
which people enter by selecting a set of numbers that may match
those drawn later for the chance of winning money or prizes. The
largest game in the UK is the National Lottery, which is regulated by
the National Lottery Commission. Other types of lotteries include
raffles and scratch cards.

Playing the lottery is the easiest form of gambling around as the
selling or gaming provider only offers a service to the client, there is
no civic responsibility. The onus is on the service provider not to
accept or payout winnings to the underage public. The lottery
proceeds in some parts of the world are used to bail out the
struggling sports bodies, social welfare and charity organisations as
well as for public works projects.
Raffles
Raffles is a game often held to raise money for charity, in which
numbered tickets are drawn from a container holding all the
numbers sold. People holding the tickets that match the numbers
drawn win prizes.
Scratch Cards
Scratch cards are tickets you scratch to find out if you have won a
prize. These are sold in newsagents and supermarkets.
Pools
In pools betting, players ‘pool’ their stakes and the combined sum,
less what the operator takes out, is divided between the winning
participants. The level of the payout depends on the size of the pool
and the number of winning participants. The most common betting
pool in Britain is the football pool, which is based on the results of
football matches. Pool betting on horse racing, greyhound racing
and other sports takes place at racecources and tracks, through
betting offices and online. Horse racecourse pool betting is offered
exclusively by the Tote.
Spread Betting
Spread betting allows people to bet on sporting events, politics or
stock market movements. Unlike more traditional forms of
gambling where you only lose the amount of your bet, spread
betting profits and losses can be unlimited. With ordinary betting,
you are either absolutely right (your horse wins) and you win money
depending on the odds quoted, or you are absolutely wrong (you
horse doesn’t win) and you lose the amount you have placed on the
bet. With spread betting, the more right you are, the more you can
win, but the more wrong you are the more you can lose – and your
loss is not limited to the amount of your stake. So for example, if you
bet £5 that the first goal will be scored on the 35th minute of play in
a football match, you could win £25 if the goal is scored at the 40th
minute of play or lose £25 if it is scored at the 30th minute of play.

Horse Racing
Wagering on horse racing is an extremely popular form of
gambling. Although very well organised the Turf Clubs that
promote this sport have only a civic responsibility to their clients. It
is probably the one game of chance that has been responsible for
patrons wrong investment (bets placed), from the horses mouth is a
term used by some individuals when placing a bet/wager.
Internet Gambling
With the expansive growth of the gambling industry and the
evolution of technology, it is no surprise that the new wave in
gambling is occurring on the World Wide Web. Though internet
gambling is a relatively recent phenomenon, it has exploded in a
way that few industries ever do. The first online casino began
operation in 1995 with an offering of eighteen online games, and
since then the industry has boomed at such a rate that an estimated
30 million gamblers visited internet gambling sites in July of 2005
alone. While data about revenues is varied, even conservative
estimates have the industry growing from $1 billion in profits in
1997 to a staggering $10.9 billion in 2006. This phenomena has
truly revolutionised gambling, allowing gamblers to place wagers
on all sorts of games and events from the comfort of their home.
However, the new industry also raises a variety of concerns over
how the law ought to properly deal with internet gambling.
1. Types of Gambling Sites

Internet gambling sites, can be located anywhere in the world, and
can be accessed from anywhere in the world. These sites offer all
types of gambling games, from traditional card games to lotteries
and sports wagering. Some of the more exotic gambling options
include what are known as proposition bets, where you can wager
on everything from the winner of American Idol to the likelihood
that Jessica Simpson will adopt a child.
www.bodog.com is an example of an internet gambling site. Bodog

is one of the biggest online gambling operations, and it also offers
some of the most interesting proposition bets, which can be found
at http://www.bodog.com/sports-betting/celebrity-props.jsp. other
gambling sites include Nine Sportsbook: www.nine.com and
BetCRIS: www.betcris.com.

2. How Internet Gambling Works
Gamblers wishing to bet online are usually required to set up an
account with the gambling website and to make a payment into
that account before betting. Payments have traditionally been
made using major credit or debit cards, private debit cards (debit
cards issued by small, private companies), online payment providers
(i.e. Paypal), wire transfers, or e-cash (digital money that is
purchased from a provider). However, there have been some recent
events that have changed the way online gambling is funded.
For one, most major American credit companies now prohibit

payments to online gambling services. These policies are mostly
self-implemented due to the high risk of fraud and bad debt in the
online gaming industry. However, the companies have also had
some assistance in forming the policies by New York Attorney
General Eliot Spitzer, who threatened Citibank with criminal
prosecution for knowingly assisting in internet gambling that was
prohibited by New York law. Though the charges were dropped
after Citibank promised to give $400,000 to counselling services for
gambling addicts, the threat of prosecution was enough to force
these companies’ hands in banning internet gambling credit
After credit card companies banned online gambling credit,

gamblers began to use online payment providers such as Paypal
with increasing frequency. However, Attorney General Spitzer then
went after Paypal with a prosecution similar to the one threatened
against Citibank. Though Paypal claimed that it already had a policy
against allowing payments to online gambling sites the business
was still forced to disgorge profits of $200,000 in a settlement with
New York.
Despite this apparent crackdown by some American financial

institutions, gamblers have still found ways to fund their wagers.
For one, online gambling sites can mask the code that attaches to
credit card payments to make the payment look like it was for
something other than gambling, which would allow consumers to
continue to use major credit cards regardless of their policies.
However, even more legitimate means of payment exist. For
example, once Paypal announced that it would prohibit payments
to online gambling sites there were plenty of similar online
payment providers that began to offer service to gambling sites to
pick up Paypal’s slack.

In addition, gamblers can always set up accounts at foreign banks
that do not prohibit transfers to gambling sites or send an
international money order to those sites that accept them. One
thing is for sure: as long as internet gambling continues to attract
more bettors and more money, companies will find ways for bettors
to pay for their bets
Activity 1.2
a) Describe in your own words how internet gambling works.

b) Explain how internet gambling payments are controlled.
Activity 1.3
Detail how Slot Machines were started.
Activity 1.4
Explain the difference between pool betting and spread betting.
Summary
Gamblers and gambling operators can choose from a variety of
games. The Games of chance that were highlighted in this section
were:
• Bingo
• Big Six Wheel
• Craps
• Roulette
• Craps/Dice
• Blackjack
• Punto Banco
• Lotteries
• Horse Racing
• Gambling Machines
• Internet Gambling

Chances of winning
Lots of people dream of winning the lottery or getting the
‘perfect’ poker hand, but do you know what the real chances
are?
If you toss a coin 40 times, the chance you will get heads every time is just
under 1 in 1,000,000,000,000 (one trillion). Keep on reading to see how your
odds of winning in games of chance compare to other events.
Average
Event
chance
Living to be old enough to receive a 100th birthday
1 in 8
telegram from the Queen (or King!) 1
Rolling a 2 in a game of craps 1 in 36
Roulette wheel landing on one number you select 1 in 37
Winning any prize in the National Lottery ‘Lotto’ 1 in 57
Being dealt a full house in your first five cards in poker 1 in 4,165
The next person you meet being born on the same day
1 in 25,000
and same year as you
20 million tonne asteroid called Apophis hitting Earth
1 in 45,000
on 13 April 2036 2
Being dealt a royal flush in your first five cards in poker 1 in 650,000
Being struck by lightning next year 1 in 10,000,000
Winning a share of the National Lottery ‘Lotto’ jackpot 1 in 14,000,000
1
UK adults in their thirties
2
Probability changes as the potential event gets closer
You can influence the likelihood of some of these things happening. For
example, living a healthy lifestyle will increase your chances of living to 100.
But all gambling works on randomness. Even skill-based gambling is subject
to chance – no amount of expertise or skill can influence the cards you are
dealt in a game of poker.
It’s important to be realistic and not to overestimate your chances. Your

chance of winning a share in the National Lottery ‘Lotto’ jackpot with one
ticket is one in 14 million. If you spend £1 every week on the Lottery, you
would expect to wait about 270,000 years before you win a share of the
jackpot!
Gambling operators are required to provide customers with information

such as the rules, house edge, odds, average return to player, maximum bet
level and prize limit.
Source: http://www.gambleaware.co.uk/how-gambling-works

Topic 2
RESPONSIBLE GAMBLING LEGISLATION
Objective
This chapter will introduce students to the legislative practises that

govern gambling providers. It will focus more specifically on
industry codes of practise for responsible gambling.
Learning Outcome
After this chapter, students should be able to:
• Explain the purpose of gambling legislation and the scope of

legislations influencing the gambling environment.
• Discuss responsible gambling legislation and exclusion orders
• Discuss Code of Practices followed by gambling providers.
Gambling Legislation
Gambling providers in different parts of the world are regulated

under a number of laws or acts, as implemented by the government
of the specific country or state. For example, in Singapore casino
operators are regulated under the Singapore Casino Control Act
2006, with other acts in place for other forms of gambling. In the
United Kingdom the gambling environment is controlled under the
Gambling Act 2005.
In the USA gambling providers are regulated under the state

authority that they are located in, for example the State of Nevada is
controlled by the Nevada Gaming Commission, under the Nevada
Gaming Control Act, which was established in 1959. Most gambling
sections throughout the USA have had input from the State of
Nevada as this was the forerunner to most of the legislation in that
region.
Authorities are established to issue licences to gambling operators

and to enforce gambling legislation. In enforcing legislation,
authorities can levy fines, revoke licences and investigate and
prosecute illegal gambling. They are also responsible for advising
national and local government on gambling-related issues.
In different countries the authorities responsible for enforcing
legislation are known under different names e.g. in Singapore the
authority is known as the Casino Regulatory Authority of Singapore,
in Britain it is called the Gambling Commission and in the USA each
state has its own authority.
In the United Kingdom, the gambling service providers are covered

by the Gambling Act 2005. The Act, covers all aspects of the
Gambling industry, from where the casinos can be located,
advertising, gambling tax, and prizes that can be awarded, to fines
that can be incurred. More specific acts are in place dealing with
gambling related issues such as advertising, appeals, inspections,
lotteries, and fees and duties.
In Singapore the casino gambling environment is governed by the

Singapore Casino Control Act. Other legislations dealing with
gambling related issues are the Betting Act and The Common
Gaming Houses Act.
The Objective of the Casino Regulatory Authority of Singapore, as

set out in the Casino Control Act 2006 is to maintain and administer
systems for the licensing, supervision and control of casinos, for the
purpose of:
• ensuring that the management and operation of a casino is and
remains free from criminal influence or exploitation;
• ensuring that gaming in a casino is conducted honestly; and
• containing and controlling the potential of a casino to cause
harm to minors, vulnerable persons and society at large.
Besides the acts governing casinos and gambling, non-related acts

such as liquor acts and smoking acts also influences the casino
operator. For example, the liquor act can specify hours during
which alcohol can be provided and whether it could be provided
complimentary.
Activity 2.1
What are the objectives of governments for controlling gambling

operations?

Summary
Gambling providers in different parts of the world are regulated
under a number of laws or acts, as implemented by the government
of the specific country or state. Authorities are established to issue
licences to gambling operators and to enforce gambling legislation.
Responsible Gambling Legislation
As this course concentrates on responsible gaming, the sections of

the various gaming acts pertaining responsible gaming will be
discussed in more detail.
In many countries, a separate board, council, committee or

commission is established to be a watchdog over responsible
gambling and problem gambling issues.
National Council on Problem Gambling Singapore

In Singapore the introduction of the Casino Control Act 2006
brought about the introduction of a national council to provide
services for problem gambling. The National Council of Problem
Gambling was established with the objective of ‘working with the
community to reduce the impact of problem gambling on
individuals, families and society’.
Fig 2.1 National Council on Problem Gambling Logo
The National Council on Problem Gambling (NCPG) was appointed

by the Minister for Community Development, Youth and Sports,
(MCYS) in 2005 as part of Singapore’s national framework to address
problem gambling.

The Council is independent and comprises 19 members with
expertise and experience in public communications, psychiatry and
psychology, social work, counselling and rehabilitative services. The
Council’s main roles are:
• To provide advice and feedback to the MCYS on public
education programmes to promote public awareness on
problem gambling.
• To decide on funding applications for preventive and
rehabilitative programmes.
• To assess and advise the Government on the effectiveness of
treatment, counselling and rehabilitative programmes.
• To decide on the applications for exclusion of persons from
casinos.
The Council has identified key areas of focus and formed 6 sub-
committees:
• Sub-committee on Public Communications
• Sub-committee on Public Consultation
• Sub-committee on Youth
• Sub-committee on Responsible Gambling
• Sub-committee on Research
• Sub-committee on Services
MCYS provides secretariat support to the Council and its various

sub-committees.
Singapore Casino Control Act 2006

PART X - NATIONAL COUNCIL ON PROBLEM GAMBLING
The following section highlights the responsibility of the National

Council on Problem Gambling as stipulated in the Singapore
Control Act 2006. The exclusion process is one of the main features
of this section of the act.
Definitions
In this Part, unless the context otherwise requires:
• "application" means an application for a family exclusion order;
• "chairman" means the chairman of the Council;
• "Committee" means any Committee of Assessors for the time
being constituted under section 157 (1);

• "exclusion order" means an exclusion order made under
section 165;
• "family exclusion order" means a family exclusion order made
under section 162;
• "family member”, in relation to a respondent, means:
(a) a spouse of the respondent;
(b) a child of the respondent, including an adopted child
and a step-child;
(c) a parent of the respondent, including an adoptive parent
and a step-parent; and
(d) a sibling of the respondent, including an adoptive
sibling, a step-sibling and a half-sibling;
• "Minister" means the Minister for Community Development,
Youth and Sports;
• "panel" means the panel of assessors appointed under section
157 (2);
• "respondent" means a person against whom a family exclusion
order or exclusion order is sought or made.
Application for Family Exclusion Order

A written application for a family exclusion order may be submitted
to the Council by a family member of the respondent.
Where a family member is below 21 years, the family member must

seek permission from the Council, if the person is at least 16 years of
age. Alternatively a parent, guardian or other family may apply on
his behalf.
Where a person is unable to make an application (whether by

reason of physical or mental infirmity or for any other reason), the
application may be made on his behalf by any family member or
relative as approved by the Council or by any person appointed by
the Minister.
Grounds for Making Family Exclusion Order

When an application for family exclusion is made to the Committee,
the Committee may make a family exclusion order against a
respondent if:
• there is a reasonable apprehension that the respondent may
cause serious harm to family members because of his gambling;
• the Committee is satisfied that the making of the order is
appropriate in the circumstances;

• the respondent has been given an opportunity to object to the
application; and
• the Committee is satisfied that it would be in the best interests
of the respondent and his family members to make the order.
A respondent is to be regarded as having caused serious harm to

family members because of his gambling if the respondent:
• has engaged in gambling activities irresponsibly having regard
to the needs and welfare of the respondent’s family members;
and
• has done so repeatedly over a period of not less than 3 months
or in a particularly irresponsible manner over a lesser period.
The Committee may decide that there is a reasonable apprehension

that a respondent may cause serious harm to family members
because of his gambling if the Committee is satisfied that:
• the respondent has caused such harm prior to the complaint,
• there is reason to believe that the respondent’s irresponsible
gambling behaviour will continue or recur.
The Committee might also take into accounts events that have
taken place outside of Singapore.
Applications will then be investigated and the Committee might

either confirm the exclusion order or dismiss the application. The
Council must be informed of whichever decision was reached with a
brief state for reasons for approval or dismissal.
Terms of Family Exclusion Order

A family exclusion order must specify the period during which it is in
force. A family exclusion order may do one or more of the
following:
• refer the respondent to participate in a program of counselling,
rehabilitation or special education or any combination of these;
• bar the respondent from entering or remaining, or taking part in
any gaming on any casino premises;
• require the respondent to close any deposit account in a casino;
• require a casino operator to close any deposit account of the
respondent with the casino.

Exclusions Orders made by the Committee
A Committee may, on its own motion, by written order make an
exclusion order against a person if it comes to the attention of the
Committee that the person:
• is on any social assistance programme funded by the
Government or any statutory body;
• has a bankruptcy application filed against him or is an
undischarged bankrupt; or
• has a poor credit record.
An exclusion order made by the committee will bar the person from
any casino premises for as long as any of the above mentioned
criteria is applicable.
Variation or revocation of family exclusion order or exclusion

order by Council
The Council may confirm, vary or revoke a family exclusion order or
an exclusion order on application by family members of
respondents. An application for variation or revocation of an order
may be made by the respondent only with the permission of the
Council and permission is only to be granted if the Council is
satisfied that there has been a substantial change in the relevant
circumstances since the order was made or last varied.
The service of family exclusion order or exclusion order

A family exclusion order or exclusion order made by a Committee
must be served on the respondent and is not binding on the person
named in the order until it has been so served. The same is
applicable when an order is amended or is varied, i.e. it is only
binding once served to the respondent.
A copy of every family exclusion order or exclusion order, and a

copy of every variation or revocation of such order must be
provided by the Council to:
• the applicant, if any;
• the Authority;
• the Commissioner of Police; and
• every casino operator.

Secrecy
Except as provided under the above mentioned section, the
proceedings of a Committee shall be secret. No member of a
Committee shall disclose or divulge to any person, other than:
• the Minister;
• any member or officer of the Council; or
• any officer of the Authority,
any matter which has arisen at any proceedings of the Committee
unless he is expressly authorised to do so by the Minister.
Activity 2.2
a) Explain the various forms of exclusion that are covered in the

Singapore Casino Control Act.
b) Explain the rule governing the upliftment of an exclusion
order and the consequences should this not be adhered to.
c) Explain the term secrecy.
Summary
In many countries, a separate board, council, committee or
commission is established to be a watchdog over responsible
gambling and problem gambling issues.
In Singapore, the National Council on Problem Gambling has this

responsibility. One of their main responsibilities is to deal with
exclusion orders.
Code of Practice
A Code of Practice is a technical document setting forth standards

of operations, but does not have the force of law. In the UK, the
Gambling Commission has set a Code of Practice for gambling
operators with guidelines to operate according to the law and with
social responsibility. In the USA, the American Gaming Association
set forth Code of Conduct for Responsible Gaming.

The British Gambling Commission Licence Conditions and
Codes of Practice (LCCP)
In the UK, the Gambling Commission regulates gambling in the
public interest, under the regulatory framework of the Gambling Act
2005. Three licencing objectives were set and the legislation and
work of the commission is directed to meet these objectives. The
licencing objectives are to:
• Keep crime out of gambling;
• Ensure that gambling is conducted in a fair and open way; and
• Protect children and vulnerable people from being harmed and
exploited by gambling.
License Conditions and Codes

To secure the three licensing objectives, the Commission has
developed licence conditions and codes of practice that govern
how gambling facilities are provided and managed. These include
requiring licensees (where relevant) to:
• Put into effect policies and procedures to promote socially

responsible gambling, which include how they contribute to
research, to education about the risks of gambling and to
treatment of problem gamblers.
• Train their staff about problem gambling and about how to
interact with customers who may be affected, including
arrangements for self-exclusion.
• Ensure there is sufficient information so players can understand
the games and odds they face.
• Make information about responsible gambling and help
available to problem gamblers accessible on the licensees’
website home and log-in pages.
• Provide problem gambling information in other languages if the
operator advertises in them.
• Have systems in place to manage, record and report complaints
and disputes, including access to an independent element of
dispute resolution where necessary.
• Have tight controls on incentives for customers to gamble.
• Ensure that key staff, such as the finance, marketing, IT,
compliance and managing directors, hold personal licences
from the Commission.
• Follow procedures to prevent underage gambling.
• Implement a code of practice on door supervision to keep
children out of casinos.
• Comply with requirements to prevent money laundering.

Besides meeting the licencing conditions described above, the
different gambling providers are also instructed by law to put into
practice protection policies for both Social Responsibility Provisions
and Underage Gambling.
Code of Practice for Gambling Operators
1. Protection of children and other vulnerable persons
Licensees must have and put into effect policies intended to

promote socially responsible gambling. These policies should
include measures for:
• Combating problem gambling

Licensees’ policies and procedures for socially responsible gambling
must include a commitment to contribute to research into the
prevention and treatment of problem gambling. They further must
demonstrate a commitment to public education of the risk of
gambling and how to gamble safely; and the identification and
treatment of problem gamblers.
• Access to gambling by children and young persons

All licensees must have and put into effect policies and procedures
designed to prevent underage gambling, and monitor the
effectiveness of these. They should check the age of apparently
underage customers. Where a person appears to be underage, but
cannot provide identification, the person should not be allowed
access to gambling facilities. Licensees must only accept
identification which:
• contains a photograph from which the individual can be
identified;
• states the individual’s date of birth;
• is valid; and
• is legible and has no visible signs of tampering or reproduction.
The Commission considers acceptable forms of identification to

include any identification carrying the PASS logo (e.g. Citizencard,
Validate and the Government’s own Connexions card); a driving
licence (including a provisional licence) with photocard; and a
passport.

Licensees must not deliberately provide facilities for gambling in
such a way as to appeal particularly to children or young people, for
example by reflecting or being associated with youth culture.
In premises restricted to adults, service should be refused in any

circumstances where any adult is accompanied by a child or young
person.
Licensees must take all reasonable steps to ensure that all staff
understand their responsibilities for preventing underage gambling.
This should include appropriate training which must cover the legal
requirements on returning stakes and not paying prizes to
underage customers.
Licensees must not permit children or young people to gamble in

the adults-only areas of premises to which they have access. If there
is a ‘no under-18s’ premises policy, licensees must pay particular
attention to the procedures they use at the entrance to the
premises to check customers’ ages.
Where football pool or other pool competition entries or payments

are collected door to door by the pool betting licensee or the
licensee’s authorised agent, they have to check the age of
apparently underage entrants to the pool and take action when
there are unlawful attempts to enter the pool.
Lottery licensees have the same responsibilities to prevent

underage gambling. Lottery licensees must take all reasonable
steps to ensure that all those engaged in the promotion of lotteries
understand their responsibilities for preventing underage gambling,
returning stakes and not paying prizes to underage customers.
The most difficult area to control underage gambling is the remote

gambling sector (internet gambling). Remote licensees have to put
into effect policies and procedures designed to prevent underage
gambling. Such procedures must include:
• warning potential customers that underage gambling is an
offence;
• requiring customers to affirm that they are of legal age;
• regularly reviewing their age verification systems and
implementing all reasonable improvements that may be made
as technology advances and as information improves;

• ensuring that relevant staff are properly trained in the use of
their age verification procedures. In particular customer services
staff must be appropriately trained in the use of secondary
forms of identification when initial verification procedures fail to
prove that an individual is of legal age;
• enabling their gambling websites to permit filtering software to
be used by adults (such as parents or within schools) in order to
restrict access to relevant pages of those sites;
• in the case of any UK resident customer who registers to gamble
and deposits money using a debit card or any other type of
electronic payment method other than a credit card, unless the
licensee has established that a third party has satisfactorily
carried out age verification, the licensee should carry out their
own verification and credit check and not permit the customer
to withdraw any winnings from their account until age
verification has been satisfactorily completed.
• in the case of any non-UK resident customer who registers to
gamble and deposits money using a debit card or any other
type of electronic payment method other than a credit card,
licensees should also take all reasonable steps to verify the
customer’s age.
• Information on how to gamble responsibly and help for

problem gamblers
Licensees must make information readily available to their
customers on how to gamble responsibly and how to access
information about and help in respect of problem gambling.
Licensees must take all reasonable steps to ensure that this

information is readily accessible including in locations which enable
the customer to obtain it discreetly.
For gambling premises this should include:
• information in the gambling area, near gaming machines and
near to where ATMs are located
• posters, or leaflets that may be collected discreetly and taken
away, in other areas (e.g. toilets and near to exit doors).
The information must be prominent, and appropriate to the size

and layout of the premises.

The information must cover where relevant:
• the availability of measures that are accessible to help an
individual monitor or control their gambling, such as to restrict
the duration of a gambling session or the amount of money they
can spend;
• the availability of timers or any other forms of reminders or
‘reality checks’ that may be available;
• self-exclusion options; and
• information about the availability of further help or advice.
The information must be directed to all customers who wish to

enjoy gambling as entertainment and not be targeted only at those
the operator perceives to be ‘problem gamblers’. Licensees who
market their services in foreign languages should make responsible
gambling information, player’s guides to any games as well as
contractual terms available in those languages.
• Customer Interaction
Licensees must implement policies and procedures for customer
interaction where they have concerns that a customer’s behaviour
may indicate problem gambling.
The policies must include:

• identification of the appropriate level of management who may
initiate customer interaction and the procedures for doing so;
• the types of behaviour that will be logged/reported to the
appropriate level of staff and which may trigger customer
interaction at an appropriate moment;
• the circumstances in which consideration should be given to
refusing service to customers and/or barring them from the
operator’s gambling premises; and
• training for all staff on their respective responsibilities, in
particular so that they know who is designated to deal with
problem gambling issues.
But such policies and procedures should be consistent with, and

implemented with due regard to, licensees’ duties in respect of the
health and safety of their staff.
• Self-exclusion
Licensees must put in place procedures for self-exclusion and take
all reasonable steps to refuse service or to otherwise prevent an
individual who has entered a self-exclusion agreement from
participating in gambling.
Licensees must take steps to remove the name and details of a self-
excluded individual from any marketing databases used by the
company or group (or otherwise flag that person as an individual to
whom marketing material must not be sent), within two days of
receiving the completed self-exclusion notification. All reasonable
steps should be taken to prevent any marketing material being sent
to a self-excluded customer as soon as practicable.
Licensees must close any customer accounts of an individual who

has entered a self exclusion agreement and return any funds held in
the customer account. It is not sufficient merely to prevent an
individual from withdrawing funds from their customer account
whilst still accepting wagers from them. Where the giving of credit
is permitted, the licensee may retain details of the amount owed to
them by the individual, although the account must not be active.
Licensees must implement procedures designed to ensure that an

individual who has self-excluded cannot gain access to gambling;
and which include:
• a register of those excluded with appropriate records (name,
address, other details, and any membership or account details
that may be held by the operator);
• photo identification (where available and in particular where
enforcement of the system may depend on photographic ID),
and a signature
• staff training to ensure that staff are able to enforce the systems;
and the removal of those persons found in the gambling area or
attempting to gamble from the premises.
Self-exclusion procedures should require individuals to take positive

action in order to self-exclude. This can be a signature on a self-
exclusion form.
Wherever practicable, individuals should be able to self-exclude

without having to enter gambling premises.
Before an individual self-excludes, licensees should provide or make

available sufficient information about what the consequences of
self-exclusion are.

Licensees should take all reasonable steps to extend the self-
exclusion to premises of the same type owned by the operator in
the customer’s local area. In setting the bounds of that area
licensees may take into account the customer’s address (if known to
them), anything else known to them about the distance the
customer ordinarily travels to gamble and any specific request the
customer may make.
Licensees should encourage the customer to consider extending

their self exclusion to other licensees’ gambling premises in the
customer’s local area.
Customers should be given the opportunity to discuss self-exclusion

in private, where possible.
Licensees should take all reasonable steps to ensure that:

• the self-exclusion period is a minimum of six months and give
customers the option of extending this to a total of at least five
years;
• a customer who has decided to enter a self-exclusion agreement
is given the opportunity to so do immediately without any
cooling-off period. However, if the customer wishes to consider
the self-exclusion further (for example to discuss with problem
gambling groups) the customer may return at a later date to
enter into self-exclusion;
• at the end of the period chosen by the customer (and at least six
months later), maintain the self-exclusion in place, unless the
customer takes positive action in order to gamble again. No
marketing material may be sent to the individual unless the
individual has taken positive action in order to gamble again,
and has agreed to accept such material; and
• where a customer chooses not to renew, and makes a positive
request to begin gambling again, give the customer one day to
cool off before being allowed access to gambling facilities. The
contact must be made via telephone or in person.
• Employment of children and young persons

Persons under the age of 16 are considered as children while those
16 or 17 years of age are considered as young persons. Licensees
who employ children and young persons must be aware that it is an
offence to employ children and young persons to provide facilities
for gambling. Children and young persons should not be employed
in areas where gambling facilities are provided.

• Provision of credit by licensees and the use of credit cards
Licensees who choose to accept credit cards must accept payment
by credit card for gambling only where that payment is made to a
customer account; and make available for gambling, funds
deposited via credit card only after the card issuer has approved the
transaction.
Credit limits must be set for each customer. Licensees must take
reasonable steps to ensure that offers of credit are not sent to
vulnerable persons, including those who have self-excluded from
gambling; and ensure that information about an offer of credit
includes a risk warning of what may happen in the event of default.
• Money lending between customers

Licensees should take steps to prevent systematic or organised
money lending between customers on their premises. Staff should
be trained in procedures should they spot such activity. Those
involved in organised or systematic money lending should be
excluded from the premises.
Particular care should be taken to ensure that there are appropriate

arrangements in place to cover any cases where it appears that the
lending may be commercial in nature or may involve money
laundering. In the latter case, the requirements in respect of
reporting suspicious transactions must be followed. In all cases
where the operator encounters systematic or organised money
lending, a report should be made to the Commission.
2. ‘Fair and Open’ Provisions

Licensees must be able to provide evidence to the Commission,
showing that their terms are not unfair. This includes the display of
rules about gaming including:
• the rules of each type of casino game available to be played;
• a player’s guide to the house edge; and
• a player’s guide to the rules of any equal chance games which
are made available.
Casino licensees must have policies and procedures in place to

ensure that proper supervision of gambling at tables is carried out
by supervisors, pit bosses and croupiers in order to prevent
overcrowding or jostling of players. Licence conditions related to
the layout of the premises should be taken into account.

There are specific conditions applicable to betting intermediaries
and other betting licensees. In all cases, licensees must make rules,
betting information and payout information available.
3. Marketing
Reward schemes and incentives under which the customer may
receive money, goods, services or other advantages must be
operated in such a way that conditions are clearly set out and
available to customers. Neither the receipt nor the value or amount
of benefit should be dependent on the customer gambling for a
pre-determined length of time or with a pre-determined frequency,
or dependent on the amount the customer spends on gambling
within a pre-determined length of time
If licensees offer customers free or discounted alcoholic drinks for

consumption on the premises they must not do so as a form of
enticement.
4. Complaints and Disputes

Licensees must put in place a written procedure for handling
customer complaints and disputes. In this code a ‘complaint’ means
a complaint about any aspect of the licensee’s conduct of the
licensed activities and a ‘dispute’ is a complaint that is not resolved
at the first stage of complaints procedures or relates to the outcome
of the complainant’s gambling transaction.
Licensees must inform customers of the names and status of the

person to contact about their complaint and provide them with a
copy of the complaint procedures upon request.
Where disputes are not resolved to the customer’s satisfaction, the

licensee should refer the customers to an independent third party.
Licensees must keep a record of all complaints that are not resolved
at the first stage of the complaints procedures.
5. Gambling Licensees’ Staff

Licensees must put policies and procedures in place to manage
relationships between staff and customers, based on the principle
that staff should not engage in any conduct which is, or could be,
likely to prejudice the licensing objectives in the discharge of their
duties. All reasonable steps should be taken to ensure that staff
involved in the provision of facilities for gambling are made aware
of advice on socially responsible gambling and where to get
confidential advice should their gambling become hard to control.

Activity 2.3
What do you understand under customer interaction and why is it

important that there are policies in place to facilitate customer
interaction?
Activity 2.4
a) Define the term ‘house edge’.

b) Give an example of unfair gambling.
The American Gaming Association Code of Conduct for

Responsible Gaming
In the United States of America, the gambling providers have
established the American Gaming Association, which are
representative as a governing body for the trade (Twenty states that
have licensed operations within them have contributed to the
formation of this document). The document covers extensively the
various responsible gambling processes within the contributing
states.
The American Gaming Association (AGA) and its members pledge to

their employees and patrons is to make responsible gaming an
integral part of the daily operations across the United States. This
pledge encompasses all aspects of the business, from employee
assistance and training to alcohol service, advertising and
marketing. This code also covers the commitment the members to
continue support for research initiatives and public awareness
surrounding responsible gaming and underage gambling.
The following Code of Conduct details how they fulfill this pledge.
1. Pledge to the employees

• AGA members will educate new employees on responsible
gaming.
• AGA casino companies will train gaming floor employees on
responsible gaming and provide periodic refresher training.
• AGA members will implement communications programs for
employees to improve understanding of responsible gaming
and related policies and procedures.

• AGA members will distribute to new employees brochures
describing responsible gaming and where to find assistance.
Companies will make copies of these brochures available to
employees.
• AGA members will post responsible gaming awareness signage
bearing a toll-free help-line number at various locations where
employees congregate.
2. Pledge to the clientele/patrons
To Promote Responsible Gaming

• AGA members will make available brochures describing
responsible gaming and where to find assistance. These will be
available and visible in gaming areas and at ATMs.
• AGA members will make available on their Web sites
information describing responsible gaming and where to find
assistance.
• AGA members will display in gaming areas and at ATMs signage
that can be easily read bearing a toll-free help-line number.
• AGA members will make available to patrons and employees
information generally explaining the probabilities of winning or
losing at the various games offered by the casino.
• Each AGA casino company will provide opportunities for patrons
to request in writing that they not be sent promotional mailings
and for revocation of their privileges for specific casino services
such as:
o Casino-issued markers
o Player club/card privileges
o On-site check-cashing
In addition, each AGA casino company shall make reasonable efforts

to honor a written request from any person that it not knowingly
grant that person access to gaming activities at one or more of its
facilities.
• AGA casino companies reserve the right to exclude a patron
from gaming, without a request from the patron.
To Prevent Underage Gambling and Unattended Minors in

Casinos
• AGA casino companies will make diligent efforts to prevent
underage individuals from loitering in the gaming area of a
casino.
• AGA casino companies will communicate the legal age to
gamble through appropriate signage and/or brochures.
• Employees working in relevant areas will receive training in
appropriate procedures for dealing with unattended children,
underage gambling, and the purchase and consumption of
alcohol and tobacco by minors.
• If a child appears to be unsupervised or in violation of local
curfews and other laws, security or appropriate personnel will be
contacted and remain with the child while reasonable steps are
taken to locate the parent or responsible adult on property or by
telephone. If efforts are unsuccessful, security personnel will
contact an appropriate third party, such as the police
department or department of youth services, and release the
unattended child to their care.
To Serve Alcoholic Beverages Responsibly

• AGA casino companies will observe a responsible beverage
service policy including the following elements:
o Casinos will not knowingly serve alcoholic beverages to a
minor.
o Casinos will not knowingly serve alcoholic beverages to a
visibly intoxicated patron.
o Casinos will make a diligent effort not to permit gaming by a
visibly intoxicated patron.
• AGA casino companies will train appropriate casino employees
in the company's responsible alcoholic beverage service policy,
and will provide periodic refresher training to those employees.
To Advertise Responsibly
This code applies to the advertising and marketing of casino
gaming by AGA member companies. It does not pertain to
advertising and marketing that is primarily of hotels, restaurants
and entertainment that are often associated with or operated or
promoted by casinos. For the purposes of this code, advertising and
marketing include radio and television ads broadcast off the
premises, print, direct mail, billboard and Internet promotions.
• Casino advertising and marketing will:
o Contain a responsible gaming message and/or a toll-free
help-line number where practical.
o Reflect generally accepted contemporary standards of good
taste.
o Strictly comply with all state and federal standards to make
no false or misleading claims.

• Casino advertising and marketing materials will not:
o Contain cartoon figures, symbols, celebrity/entertainer
endorsements and/or language designed to appeal
specifically to children and minors.
o Feature current collegiate athletes.
o Feature anyone who is or appears to be below the legal age
to participate in gaming activity.
o Contain claims or representations that gaming activity will
guarantee an individual's social, financial or personal
success.
o Be placed in media where most of the audience is reasonably
expected to be below the legal age to participate in gaming
activity.
o Imply or suggest any illegal activity of any kind.
o Be placed in media specifically oriented to children and/or
minors.
o Appear adjacent to, or in close proximity to, comics or other
youth features, to the extent controlled by the AGA member.
o Be placed at any venue where most of the audience is
normally expected to be below the legal age to participate in
gaming activity.
3. Pledge to the public
To Continue Funding Research

• AGA members will continue to provide funding for the National
Center for Responsible Gaming, which is the leading source of
science-based research and information on gambling and
health.
• AGA members will use this research to identify the best practices
for casinos to follow to promote responsible gaming.
• AGA members will continue to develop a dialogue surrounding
scientific research on gambling and health to communicate to
and educate patrons, employees and policy-makers.
To Provide Oversight and Review

• One year following the adoption of this Code of Conduct each
AGA member company will implement the code and begin
conducting annual reviews of its compliance with this code.

Activity 2.5
Explain the difference between an Act and a Code of Practice.
Summary
A Code of Practice is a technical document setting forth standards
of operations, but does not have the force of law. In the UK, the
Gambling Commission has set a Code of Practice for gambling
operators with guidelines to operate according to the law and with
social responsibility. In the USA, the American Gaming Association
set forth Code of Conduct for Responsible Gaming.
The British Gambling Commission Licence Conditions and Codes of

Practice (LCCP) set forth specific licencing conditions as well as
codes of practice for licensees. The Codes of Practice covers aspects
to protect children and other vulnerable persons by:
• Combating problem gambling;

• Not providing access to gambling to children and yong persons;
• Providing information on responsible gambling and help for
problem gamblers;
• Providing appropriate customer interaction;
• Providing opportunities for self-exclusion
• Controlling credit given to customers; and
• Preventing money lending.
The code of conduct further provides guidelines on fair and open

gambling, marketing ethics, dealing with complaints and disputes
and staff issues.
The AGA’s Code of Conduct is set forth in the form of a pledge to

employees, clientele and the public. It covers aspects such as:
• Education, training and communication for employees;
• The promotion of responsible gaming practices;
• The prevention of underage gambling and unattended minors
in casinos;
• Responsible advertising;
• Funding for research; and
• Reviewing of compliance with the code.

Topic 3
GAMBLING ENVIRONMENT FEATURES
Objective
This chapter will introduce students to the features found in a

casino gambling environment. It will highlight the effect that the
environment has on the clients’ behaviour, for example how it
entice them to gamble and lose track of time.
Learning outcome:
• Describe a typical casino layout

• Describe additional facilities available in the casinos supporting
gambling operations
• Describe the various forms of signage found in casinos
• Describe typical casino lighting
• Describe the placement of clocks within the casino
• Discuss the availability of ATM within the casino complex
• Discuss the availability of promotional materials within the
casino.
Introduction to the Casino Gambling Environment
Casinos are centres of entertainment, designed to provide constant

excitement. Gambling facilities are often glamorous environments
where clients can get transported to fantasy worlds.
Although the unique excitement of gambling is often the strongest

draw, most gambling facilities also rely on an array of comfortable,
inviting hospitality amenities to attract and retain loyal guests.
Often, casinos are co-located with luxurious hotels; others have a
nightclub-like environment. Most popular casinos also offer their
guests world-class dining facilities. Previously, up to 90% of casino
revenue came from gambling activities, where today up to 50% of
revenue can be generated from non-gambling activities such as
food and beverage and entertainment.

Many studies have been done on the relationship between built
environments and behaviour. The phrase built environment refers
to the man-made surroundings that provide the setting for human
activity. Environmental psychology is an interdisciplinary field
focused on the interplay between humans and their surroundings.
Architects and interior designers of public spaces have to consider
the way their designs will influences people. Shopping malls and
individual stores are designed to influence the way people spend
their time, e.g. in some outlets items might be arranged in a way to
maximize customer throughput, while another store might be
designed to keep customers in the store for as long as possible, with
products placed strategically to entice customers to buy more item.
Designers of casinos face similar issues, i.e. to get customers to

come into the casino, to entertain them once they are in, and to
keep them there for as long as possible. For example, casinos that
look empty discourage play; if a potential customer can see the
entire casino from the entrance, there is little mystery to set out and
explore it on foot; if a casino has a pathway that runs through it
without diverting a customer into the gambling areas, the customer
may never step off the path and engage in the action; and
customers prefer small, intimate settings for their gambling rather
than open spacious areas.
Thus, factors making up the casino environment include the layout

of the casino, the space or perception of space, light levels, signs,
acoustic properties and supporting facilities.
Casino Layout
Casinos must be planned as functional and attractive spaces. The

movement of staff and clients should be considered and separated
where necessary. Where the casino attracts different types of clients,
the high rollers will usually be separated from other gamblers.
Furthermore, casinos are designed to maximise revenue earning

potential.

Fig 3.1 An overhead floor plan of a casino with supporting facilities

In the casinos of the past, table games were king. Not only were
table games the most popular, but they were also the most
profitable. On the Las Vegas Strip, where table games once ruled,
slots now dominate. Nearly 50% of the total casino win comes from
slots. State-wide in Nevada, slots generate over 67% of the total
casino win. The comparison is even more dramatic if you were to
look at the departmental profits.
In the early days of gaming, slots were merely a diversion and were
usually placed around the perimeter of the casino. These machines
were all pretty much the same: three-reel mechanical slots. With the
exception of the cabinetry, denomination, and brand name, the
workings of the ‘one-armed bandits’ were essentially the same. You
inserted a coin, pulled the handle, and awaited the outcome as
mechanical reels spun and clicked into position.
General placement deals with where the slot banks and coin booths
will be placed. Slot banks refer to groupings of slot machines,
whereas coin booths and slot carousels are areas on the casino floor
where players can purchase coins and tokens for use in the slot
machines.
In considering general placement, each slot cabinet that will hold a

slot machine must be viewed as an empty box. These ‘empty boxes’
can be used to create traffic patterns or, conversely, to impede
traffic patterns. The overriding consideration is to place the
machines where the maximum number will be viewed by slot
players. Enticements such as the showroom, bingo parlour, keno
parlour, casino bars, race and sports books, and restaurants create
traffic. These enticements (sometimes called anchors) influence slot
placement. For example, slot machines should be placed at the
entrance and exit of the bingo parlour or showroom in such a
manner that customers exiting will be exposed to the maximum
number of machines.
Generally, slot aisles are between 5½ and 7 feet (1.6 to 2 meter) in

width. Aisles that are too narrow cramp the customer and may have
a negative impact on profit maximisation. The extent of seating the
slot manager decides to make available will determine the aisle
width necessary. Seating in the modern casino is crucial to the
success of a slot operation. In Atlantic City, regulations require all
aisles to be at least 7 feet wide and only fixed seating can be
provided. This fixed seating rule results from concerns that movable
seats could impair the customer from exiting in the event of a fire.

Specific placement deals with placement of the specific models and
coin denominations. There are several general philosophies that
influence specific slot placement:
• Low hold (loose) machines should be placed in busy walkways

to create an atmosphere of activity.
• The most popular machines should be placed near entrances
where they can easily be seen by someone trying to decide
whether or not to enter the casino.
• High hit frequency machines located around the casino pit area
will create an atmosphere of slot activity.
• High earners and test machines should be placed in heavy traffic
areas.
• Gimmick machines (machines in which the top award is a prize
like a new car or a trip around the world) should be placed near
entrances and in high traffic areas.
• Loose machines placed next doorways or toilets or in close
proximity to the street.
These are only general philosophies governing slot placement. In

application, the slot manager will continue to modify the slot floor
configuration to best attract and retain customers through the use
of available slot performance data.
Traffic flow is kept in mind when designing casinos floor layout.

Possible anchors are placed in prominent positions around the
casino entrances. (Car displays, attraction machines and large
jackpot style machines). Visibility and accessibility of the slots floor
have been found to improve the overall performance of the casino.
There have been many tried and tested variations in the gambling
environment that improve the occupancy rates and increase overall
capacity.

Fig 3.2 Picture from the Interior of the Casino at Pompano Park, USA
Although the design depicted in figure 3.2 may appear regimented

or rather uninteresting, it is important to note that adaptations such
as winding pathways and generous use of pods on the borders of
the slot areas are easily accomplished. Adaptations such as these
maintain the basic design, while further improving the visibility and
accessibility of interior units. A careful review of the environmental
psychology literature would yield many beneficial modifications to
improve the ambience and functionality of any slot floor.

Activity 3.1
Explain in your own words what you understand by the term

‘enticement’.
Summary
The positioning of machines is critical to the gaming operator as he
can entice the clientele into the casino area with relative ease. This
is contrary to the responsible gambling part of an operator’s
portfolio as this also plays an essential role in a client’s spending
extra money within the environment.
Facilities
Resort style casinos are popular family destinations with facilities to

entertain clients for days. Even smaller casino properties have a
range of supporting facilities to attract clients and to increase
revenue.

Food and beverage outlets are important features in casinos. Fast
food outlets offer fast service, allowing clients to return to gaming
activities as soon as possible. Fine dining restaurants are available
for those who prefer. Bars can be found on the casino floor as well
as in adjacent areas.
Numerous entertainment venues can be found in resort style

casinos. These include sports facilities, theatres, shops, games
arcades and theme parks.
At Sun City, Pilannesburg, South Africa, the so-called ‘Africa’s

Kingdom of Pleasure’ there are various facilities to encompass the
guests overall pleasure. These include water sports for the kids
including ‘Valley of Waves’, a manmade ocean. This is all offered to
the discerning outdoor lover to entice him into spending his
weekend away with his family. Packages are offered that include
access to all of the facilities, plus a discount structure offered as a
bonus at a hotel at the resort, attracting guests to stay at the resort
for longer.
Activity 3.2
Look at any of the mega casino resorts around the world, and list
the various facilities other than gambling facilities offered by the
casinos. How do supporting facilities influence gambling
patterns?
Summary
Supporting facilities are provided to attract and entertain clients. It
generates additional income for the property and keeps guests at
destinations for longer.
Signage
Although the gaming provider has a certain set of instructions, they

use very discreet types of subterfuge or enticement in order to
make the client feel at home within the gaming areas. A very
important key element to all successful casinos is the clever
installation of various forms of signage.

The origination of signage came from Ray ‘Pappy’ Smith in the early
50’s whereby he had an idea to improve the visibility of the casino
industry. This has been used to successfully attract many visitors
into the casinos around the world. Most forms of signage are used
to either lure the client into the facility or attract customers to
specific areas of the gaming floor. Other signs have to be displayed
as a commitment to providing responsible gambling service.
1. Overhead Signage
Although as the name implies, the term overhead signage is used
mainly above a bank of machines, these types of signs are used to
promote the names or machine reel content that is being used
below the sign (See Fig 3.5).
Although the casino does pay for the right to use this type of
display they are trying to promote a brand of game type, including a
progressive amount.
Fig 3.5 Overhead Signage of the Adams Family
2. Progressive Signage
Progressives are machines in which the top jackpot continuously
increases until won. People will se an amount of money displayed
over a group of slot machines (See Fig 3.6.). The amount will be
displayed in an attractive neon or media display. Although this
show of the value’s of the increment, the general incremental rate is
around 1% of the value that is turned over in the machines.
The lure of this progressive value to some clients is phenomenal; in

some cases patrons who visit regularly will always stake an amount
into the progressive bank of machines.

Fig 3.6 Progressive Signage
3. In Machine Signage
The display in the paytable of the
machine is called a ‘Mikohn’ in
machine Display; this display is a sign
that is made up from three different
coloured LED’s and is commonly used
to display the amount of an
individual machines progressive. It
has the ability to attract one’s eye
while walking the floor.
Figure 3.7 Mikhon in machine

4. TFT Signage
TFT stands for thin-film transistor
technology. These displays or signs are
used on the ends of the table games or
live gaming area to show the clientele the
last number or current number that has
been rolled on roulette. These types of
signs are also used for advertising current
attractions around the casino area. A TFT
monitor delivers crisp text, vibrant colour
and an improved response time for
multimedia applications. The reason
behind this form of signage is that it
delivers up to date information to
members of the public at live feeds.
Figure 3.8 TFT Sign

5. Denomination or Bank End Signage
These types of either polycarbonate or sphere type signs are
strategically placed around the casino floor, highlighting the
denomination of a bank of machines clearly to the public. This is
used to enable the customers to identify the amount of money or
area of the casino floor that they are playing in.
Fig 3.9 Bank End Sign (A Topper Sign)
6. External Signage
The use of this signage is the pride of any establishment. It reflects
the class of the establishment. These signs are usually well lit and
cover the doorway or entrance portal of the casino. External signs
often make use of Tivoli, running lights or neon for striking effect.
Fig 3.10 External Overhead Sign

7. Right of admission reserved
The gambling facility has the right (by Law) to certain restrictions for
allowing visitors into the casino. There are many variations of
signage around the world covering entrance requirements. In
Singapore these will be specific in accordance with the Singapore
Control Act 2006. The casino will have to advise the age restriction
as well as any dress code and behaviour patterns required in the
facility.
By displaying a ‘right of admission reserved sign’, the entrance

criteria is clear to clients and can be referred to when it is necessary
to refuse entrance to clients who do not meet the criteria.
Fig 3.11 Right of Admission Reserved Fig 3.12 Games rules and regulations
Sign for Bingo
8. Games rules and regulations

The gambling provider has a legal obligation to display the rules
and regulations governing the games of chance that are on offer in
the establishment. This includes the table limits, minimum stake,
the different payouts of the game and rules of the game. These
must be displayed prominently at the table. Should a dispute arise,
these rules could be referred to resolve the dispute.

9. Responsible Gambling Programme Signage
Gambling legislations around the world require that the gambling
providers place responsible gambling signage in highly visible areas
of the gambling facilities and surrounding areas such as in the
toilets, around the machines and live gaming area’s as well as the
foyer of the casino or slots areas. These signs advice clients on
options for help as assistance should they have a gambling
problem. This signage must include the possible ills of gambling
and advice on the various solutions or the counselling lines that are
available.
Fig 3.13 Responsible Gambler awareness sign
Summary
The different types of signage are very instrumental in enticing the
playing customer into the establishment. Types of signage used
include:
• Overhead Signage
• Progressive Signage
• In Machine Signage
• TFT media signs
• Denomination or Bank end signage
• External
• Right of Admission reserved
• Games rules and regulations
• Responsible Gambling

Casino Lighting
Casinos offer dramatic visual environments. Lighting is used to

create a mood or enhance a gaming or entertainment activity. Most
casinos rely solely on artificial lighting. This is not necessarily a ploy
to get the clientele into the casino, but rather to highlight certain
visual elements and to contribute to the atmosphere in the casino.
The absence of natural daylight in the casino is drawing much

criticism lately, as natural light makes clients aware of passage of
time, e.g. what time of day or night it is. Quite often gambling areas
are dimly lit, with gaming machines packed into every available
space. The layout of the machines and the lighting used in these
areas may make it easy for patrons to lose track of time.
Although the most responsible gambling programs would

encourage natural lighting in the casino environment, this could be
a costly venture for a casino operator who might lose revenue and
patronage, although this is not proved.
New casinos however, are being designed with more features

allowing natural light to enter gaming areas, for example skylights
and large windows.
Activity 3.3
Describe the consequences that providing natural light within the

casino would have on the gambling provider.
Summary
Casino environments are often dimly lit with lighting designed to
create atmosphere and highlight special features. The lack of
natural daylight in casinos contributes to the fact that gamblers
might not be aware of passage of time.

Display of Clocks
Casinos often do not display clocks in highly visible

places. This influence the way clients are made
aware of time. The logic behind this rational is that
there should be no concept of time or passage of
time for the clientele at all.
However, time is displayed at cashier’s booths and on other

electronic signs around the casino. Casino employees can wear
wrist watches to keep track of shifts and break times.
Responsible gambling regulations ask gambling providers to

provide an opportunity for reality check for patrons, i.e. for the
installation of clocks so that every player in a gaming area is able to
see the time. This is a minimum standard that is required but does
not have any forcible effect under the law.
Activity 3.4
Explain what the term ‘passage of time’ means to you.
Summary
Clocks are usually not displayed in highly visible places within
casinos. This can contribute to the might contribute to the fact that
gamblers might loss track of time.
Automatic Teller Machines (ATM’s)
Throughout various casino environments around the world, the

control authorities have placed rules inhibiting the placement of
ATM machines on the casino premises. For example, the Singapore
Casino Control Act 2006 states that a casino operator shall not
provide or allow another person to provide any automatic teller
machine within the boundaries of the casino premises and that any
casino operator who contravenes this regulation shall be liable to
disciplinary action.

However, some casinos would have ATM’s placed around the floor
area, or outside the floor areas within other facilities. Where ATM’s
are placed outside of the gaming area, the client will have an
opportunity for a reality check when leaving the floor, and gives
them a chance to think about whether they should really be
drawing more money.
Furthermore, responsible gambling legislations require responsible

gambling signs to be placed at ATM machines as a deterrent to
draw more cash.
Figure 3.13 Problem Gambling Hotline
Activity 3.5
What is the rationale of casino legislations for prohibiting the

placement of ATM’s within the casino area?
Summary
Throughout various casino environments around the world, the
control authorities have placed rules inhibiting the placement of
ATM machines on the casino premises. Where ATM’s are placed
outside of the gaming area, the client will have an opportunity for a
reality check when leaving the floor.
Promotional Materials
Promotional materials are used by the gambling provider to bring

clients back to the establishment on a return visit. Promotional
materials can take the form of a package deal for the hotel or resort,
e.g. room bed and breakfast, or could be for the gambling section
only, e.g. a ticket to an exclusive show. The promotion or reward
will depend on the value of the clients’ spend over a period of time.
The different package deals are put together by the marketing
departments to attract crowds to the venue.

One of the best ploys used by the gambling provider is the correct
use of promotional materials. This is to make sure that there is a
response from the clients who frequent the establishment. Popular
promotional materials include gambling vouchers (offer) that one
can be redeemed at the casino or slots area.
Many casinos offer reward programmes for regular clients in order

for them to return time and time again. For example, one of the
most used by Sun International is the Sunscapes voucher. This
would offer the client a hotel discount structure for two people over
certain periods of time. Most of these offers would be for
downtimes in the hotel industry, i.e. off peak periods.
Sun International Benefits and Rewards
The more you play, the more you earn with Sun International. As
you progress from Maroon to Silver to Gold and then to the
prestigious Platinum, you will be delighted at the benefits you
receive. The higher your status, the greater your rewards.
Being a Most Valued Guest means more than just recognition and
the guarantee of VIP status at Sun International’s casinos and
resorts – it also delivers a range of exclusive membership benefits
and rewards in exchange for MVG points.
At Sun International we value your loyalty, and our MVG

Programme demonstrates just how much:
• Recognition as a Most Valued Guest at all Sun International

casinos, hotels and resorts.
• Earn MVG points for play on slots and tables.
• Redeem your MVG points for luxurious accommodation, food,
drinks and exciting merchandise.
• Exclusive accommodation discounts at Sun International’s
luxury hotels and resorts
• Terrific discounts on green fees at Sun International golf
courses.
• Invitations to special Sun International events such as the
Nedbank Golf Challenge
• Exciting offers and discounts in your mailbox
• Platinum and Gold cardholders can enjoy the MVG Lounge
and Prive privileges, where available.
• Each Sun International Casino has various benefits and offers
exclusive to Most Valued Guests that can be enjoyed during
your visits.
Platinum Dream Holidays
The ‘Dream Holiday’ offer, one of the most prestigious benefits
offered to Platinum Most Valued Guests and it entitles Platinum
MVG’s to 3 FREE Holidays at 3 of our exclusive Resort Destinations.
THREE FREE nights at Sun City (at a hotel of your choice)

FIVE FREE nights at the Royal Swazi Spa
FIVE FREE nights at the Wild Coast Sun
All Dream Holidays are inclusive of breakfast for 2 people, sharing.

This benefit is renewed on an annual basis and is available from
1st March – 28th February. And as long as you hold a valid
platinum card this wonderful offer is yours for the taking.
Should you wish to enjoy these benefits with your family, where
availability allows it, we will accommodate you and your children
(under the age of 18) in a family room, however should family
rooms not be available, a second room will be made available at
an 80% discount.
Call this toll-free number, 0800-11-51-50, to secure your

accommodation.
Platinum Gold Silver Maroon

Accommodation 80% 70% 50% Green Fees
Discounts midweek midweek midweek discount
(maximum three 80% 55% 25% (for
consecutive nights weekend weekend weekend cardholder)
and subject to
availability)
Green Fees 80% 70% 50% Green Fees
discount (for midweek midweek midweek discount
cardholder only) 80% 55% 25% (for
weekend weekend weekend cardholder)
Recognition as an 50% 30% 10%
MVG in every Sun discount discount discount
International on green on green on green
Casino fees fees fees
Invitations to
special Sun
* * * *
International
events

Platinum Gold Silver Maroon
Exciting offers and
discounts in your * * * *
mailbox
Earn points for play * * * *
Free Membership * * * *
Free entry into all
Sun International * * * *
Casinos
MVG Partner Card * * *
VIP Parking * * *
MVG Lounge and
Prive privileges
Complimentary
beverages whilst * *
playing
Sun International’s
Prive Magazine
*
mailed to you
quarterly
Dedicated hotel
check-in counter
and cash desk *
facilities – where
available.
Platinum Dream Holidays

The ‘Dream Holiday’ offer, one of the most prestigious benefits
offered to Platinum Most Valued Guests and it entitles Platinum
MVG’s to 3 FREE Holidays at 3 of our exclusive Resort Destinations.
THREE FREE nights at Sun City (at a hotel of your choice)

FIVE FREE nights at the Royal Swazi Spa
FIVE FREE nights at the Wild Coast Sun
All Dream Holidays are inclusive of breakfast for 2 people, sharing.

This benefit is renewed on an annual basis and is available from
1st March – 28th February. And as long as you hold a valid
platinum card this wonderful offer is yours for the taking.

Should you wish to enjoy these benefits with your family, where
availability allows it, we will accommodate you and your children
(under the age of 18) in a family room, however should family
rooms not be available, a second room will be made available at
an 80% discount.
Call this toll-free number, 0800-11-51-50, to secure your

accommodation.
Activity 3.5
Provide 2 examples of promotional rewards.
Summary
Promotional materials are used by the gambling provider to bring
clients back to the establishment on a return visit. The promotion or
reward will depend on the value of the clients’ spend over a period
of time. It might include accommodation offers, tickets to events or
restaurant vouchers.
Creating a Comfortable Environmental
In attempting to transform the original casino environment, the

gambling providers around the globe are now using appropriate
environmental features. By doing so they can transform a ‘dead and
bleary’ looking casino floor into a tropical paradise, on the inside of
the building. The majority of these features are recreated artificially.
The once bland casino floor is now used to take a client into another
domain, environment.
The service provider will then use machinery, fauna and flora at his
disposal to create an ambience. The correct use or utilisation of air-
conditioning above and around the machines can create a feeling of
wellness within the service provider’s area. The use of water
features, tumbling through troughs and soothing noises allows one
to venture into a dream world not caring about where you are.
There are also artificial sounds that are used for advertising
purposes, such as a monkey call, to enhance the player’s attention
to a promotional machine.

The correct use of either heating, cooling features can assist with
retaining the client within the casino area. As an example the
utilisation of downdrafts within the environment will force the
clients to rethink where he is comfortable while playing. The
opposite of this is the use of ambient temperatures while playing in
the area (22 degrees), room temperature. These temperatures are
also used in the improving of bar sales, complimentary drinks at the
service provider’s expense, but enhancing his overall playing
conditions.
The use of correct lighting, although not natural light, also instils a
sense of well being in the client. These lighting skills will be used as
down lights above the tables, to upward lighting around the slots
floor areas. Although there is no natural light in the casino
environment, the using of automatic dimmers can give a relaxed
atmosphere.
Activity 3.6
a) Describe the environment that must be created in the casino

to make customers comfortable and stimulate interest.
b) How does this environment contradict responsible gambling?
Summary
The utilisation of environmental features has become a challenge
for the service provider, in some instance he has exceeded
expectations, in other world over provided.

Topic 4
PROCEDURES FOR THE SERVICE OF
RESPONSIBLE GAMING – GAMING
INFORMATION FOR PLAYERS
Objective
In this chapter the students will be introduced to the provision of

information that should be readily available to the clients. The
types of information that should be available will be discussed as
well of the ways in which this information is made available.
Learning outcome
After studying this chapter, the student should be able to:
• Describe the range of information that should be displayed as

well as available upon request
• Describe the range of responsible gambling information that
should be available
• Describe the range of information on counselling that should be
available
• Describe the win/loss and probability information that should
be available
• Describe the information on games that should be available.
Introduction to the Provision of Information
Gambling legislations throughout the world requires that gambling

operators provide clients with sufficient and accurate information.
This information will inform clients of the options they have and
enable them to make informed and responsible choices. Having
information and understanding the games also contributes to the
enjoyment of games participated in.

Clients often do not have access to sufficient information on
probable outcomes from specific gambling activities. They may
have incorrect and inflated expectations of the rewards to be
received from participation in gambling activities.
The provision of information is based on the proposition that

consumers must have access to adequate information at the ‘point
of gaming’, or ‘point of sale’ to enable them to make informed
decisions about their participation.
The regulated gambling providers are expected to offer their

patrons accurate and meaningful information that are readily
available and in clear language explaining topics such as:
• The rules and operations of the games;
• The chances of winning;
• Identifying problem gambling; and
• Advice on counseling services.
In addition to the above mentioned, there are certain information

that are available to clients upon request. These include:
• The gambling provider’s Responsible Gambling Practices
documentation including, where appropriate, policies for
addressing problem gambling issues relevant to the local
community;
• The nature of games, game
rules, odds or returns to player;
• Self-Exclusion provisions;
• Gambling-related complaint
resolution mechanisms.
Information must be made

available in languages that will be
understood by clients. It might
often be necessary to publish
posters and brochures in a variety
of languages. (See Fig 4.1)
Fig 4.1 Responsible gambling poster

printed in 6 languages

Summary
Gambling legislations throughout the world requires that gambling
operators provide clients with sufficient and accurate information.
Information that should be displayed throughout the establishment

includes:
• The rules and operations of the games;
• The chances of winning;
• Identifying problem gambling; and
• Advice on counseling services.
Additional information should be available upon request.

Information must be available in languages understood by clients.
Information about the Potential Risks of Problem

Gambling
Many gamblers are not aware that they are at risk of developing
gambling problems. Gamblers who are aware of the risks, often
choose to ignore the risks. For this reason, it is important to remind
gamblers of the risks they face.
Gambling legislations around the world requires gambling

providers, whether casinos, lotteries, etc., to display information
about the potential risks associated with gambling and where to get
help for problem gambling. This information should be
prominently displayed in all gambling areas and near ATM and POS
facilities servicing gambling areas. Internet or Telephone Sports
Bookmakers and Online Gaming Licensees are required to display
information about the potential risks associated with gambling and,
as appropriate, where to get help for problem gambling on their
websites.
Fig 4.1 Responsible Gambling notice found on ATM’s

There are some additional initiatives that could be implemented by
outside investments such as town councils. For example, local
community services may have brochures that advertise their
services and these can also be appropriately displayed. In addition,
operators could display the poster and business cards in additional
areas of the venue, for example near the cashier’s booth and stand-
alone change dispensing devices. The advert in the example (fig 4.2)
was used in a local boxing gymnasium.
Fig 4.2 Responsible Gambling advertisement
Responsible Gambling Mission Statement

Many gambling acts require that a Responsible Gambling Mission
Statement is clearly displayed around the gambling provider’s
service area. Gambling providers can come out with their own
mission statements. One of the well known service providers (Sun
International) has the following statement ‘Gamble with your head
and not your heart’. This logo has been advertised at every
gambling facility, inside both the casino and the surrounding areas
such as the hotel lobby, service forecourt and children’s play area’s.
It is also included on their website. Although a catchy style of phrase
the irresponsible gambler might not take heed to this advice.
Internet or telephone sports bookmakers and online gaming

licensees have to display their responsible gambling mission
statements on their websites. This is interpreted as a logo on an
internet page.

Other Methods of Displaying Information
The gambling provider could promote their responsible approach
within, for example, newspaper advertisements, mail outs, venue
fliers, and as a footnote on letterheads, e.g.:
• ‘The XYZ Club, a responsible community organisation.
• ‘The XYZ Club supports the responsible enjoyment of our
facilities.
• ‘The XYZ Club – promoting responsible enjoyment.
Gambling provider venues with websites could also incorporate a

‘Responsible Enjoyment’ section including:
• Promotion of non-alcohol and low-alcohol drinks.
• Safe transport options.
• Tips to gambling within means.
• Responsible Gambling Liaison Officer contact details.
More interesting and eye catching ways of displaying information

can be implemented by engaging professional advertising
companies. The ‘playing cards’ below was developed for the
National Responsible Gambling Council. (See Fig 4.4)
Fig 4.4 Playing cards with a responsible gambling message and helpline number

Activity 4.1
Describe what a responsible gambling mission statement and

give an example of a statement, stating the name of the
organisations whose statement it is.
Summary
Gambling legislations around the world requires gambling
providers, whether casinos, lotteries, etc., to display information
about the potential risks associated with gambling and where to get
help for problem gambling.
Availability of Counselling
‘It is the Council’s hope that with greater awareness, more

individuals will come forth to seek professional help, and there will
be less hesitancy among members of the public to refer family
members or friends for professional help.’ – NCPG 2008
In accordance with legislative requirements, gambling providers

must make information on counselling services available to their
clients. Information on counselling services available and their
contact details must be displayed in full view around the casino, and
in other gambling facilities such as lottery outlets and gambling
websites.
Various countries around the world that have gambling interests

have 24 hour counselling hotlines available. Most of the hotlines are
toll free numbers. The examples listed below are just a few of the
lines available.

Examples of the United Kingdom responsible gambling counsellors:
Contact details: Gordon House Association

01384241292 accepts individuals who refer
themselves, or who are referred
by their friends, family,
probation, social or health
workers
Helpline: GamCare is the national centre
084 56000 133 for information, advice and
practical help in relation to the
social impact of gambling in the
U.K. National
Gamblers Contact Gamblers Anonymous is a
Anonymous number: fellowship of men and women
02073843040 who have joined together to do
(UK) something about their own
gambling problem and to help
Offering The
Hand Of other compulsive gamblers do
Friendship To the same.
Compulsive
Gamblers
In Singapore the some examples of the counselling facilities are:
1800-X-Gamble Gamblers and their families

(18009426253) often have to struggle with
financial and debt
management problems as well
as guilt, anxiety and even
depression. Those who want a
listening ear, and to obtain
information and assistance on
gambling problems can call the
helplines.
Thye Hua Thye Hua Kwan 2 pilot agencies the Ministry of
Kwan Moral Moral Society Community Development,
Society and Tel: 6337 1201 Youth and Sports (MCYS) is
Care Corner Care Corner funding to provide counselling
Counselling Counselling and support services to
Centre Centre problem gamblers and their
Tel: 6353-1180 families.

Contact Its aim is to provide treatment
Number: for individuals with various
6-RECOVER addictions, including substance
(6732 6837) behavioural addictions (e.g.
compulsive gambling, sex
addiction and internet
Community addiction).
Addictions
Management
Programme
(CAMP)
The various advertisements around the casino or gambling facility

must make it clear that:
• Help is available;
• That help lines can be called 24 hours a day, seven days a week
to answer questions; and
• That counsellors are available to provide information and
advice;
Should the client need help in resourcing the counselling services

and help lines, the casino staff must be able to assist them. Casino
and other gambling facilities have training programmes in place for
staff the equip them to provide information to clients.
Activity 4.2
a) What is meant by counselling?

b) What is the meaning of a toll free help line?
Summary
In accordance with legislative requirements, gambling providers
must make information on counselling services available to their
clients. This information should be displayed throughout the
gambling facility and staff should provide information to clients
upon request.

Chances of Win/ Loss and Probability
In casino parlance, a client’s win/loss figures refer to the amount of

revenue that the casino has either generated or lost to the client.
This figure is represented in value to both parties, as it could
determine the worth of the client to the casino. It could also be
used to support an exclusion order when a client has spent
excessive amounts on gambling.
The probability of loosing in a game of chance is explained to the

client when the service provider explains the individual games of
chance to the client. This is the amount that he could loose over a
period of time taking into consideration the he would win or loose
on different visits at the service provider.
The availability of a client’s win/loss statistics at a casino is made

available through the player rewards database. Clients are afforded
verbal access to these statistics whenever they approach the service
provider. These statistics are kept by the service provider in order
that the service provider can establish the net worth of the client.
The gambling provider’s around the globe are required to advise
the client as to his win/loss records.
Depending on the service provider’s status within the industry, the

player tracking database could be online, or if a regular service
provider, the reports would be manually generated. If the service
provider has a computer generated online system, these reports
would be named individually, for example the handle tracked
report, rewards redeemed report, and win/loss report. The detailed
report would be used to determine the client’s play at the casino,
and the period of time spent playing, as well as the amount of visits
per month. These reports will advise the service provider or the
client as to his specific play patterns. The service provider will use
the online play reports for the marketing rewards systems that are
in place at the gambling provider’s establishment. Although the
reward system will not have current hold percentages of the
different game types that the client are frequenting, the client, with
management’s assistance, could work out his accumulated casino
win/loss figure as a percentage.

As an example the Las Vegas Gaming requirements are as follows:
Nevada Gaming Regulation 5.012 - Publication of Payoffs
1. Except as specifically provided herein, payoff schedules or award

cards applicable to every licensed game or slot machine shall be
displayed at all times either on the table or machine or in a
conspicuous place immediately adjacent thereto. In the case of
craps, keno and faro games the foregoing requirement will be
satisfied if published payoff schedules are maintained in a location
readily accessible to players and notice of the location of such
schedule is posted on or adjacent to the table. In the case of slot
machines, the foregoing requirements will be satisfied if:
(a) The player is at all times made aware that payoff schedules or
award cards applicable to any game offered for play are readily
accessible and will be displayed on the video display screen of
the device upon the initiation of a command by the player, or
(b) The award cards of any game offered for play are displayed at all
times when the device is available for play.
2. Payoff schedules or award cards must accurately state actual

payoffs or awards applicable to the particular game or device and
shall not be worded in such manner as to mislead or deceive the
public. Maintenance of any misleading or deceptive matter on any
payoff schedule or award card or failure on the part of a licensee to
make payment in strict accordance with posted payoff schedules or
award cards may be deemed an unsuitable method of operation.
The above example is only a minimum requirement but does cover

extensive control on the individual gambling property, this simply
states that these are minimum internal controls standards required
by the gambling provider to meet in order to have the gaming
facility/ property fully licensed and operational.
The gambling property will place in view on the live gaming table, a
reward card for the game that is represented at the place of stake.
The same information is done in a slot machine on the awards
paytable. These are in the form of the top glass of the slot machine
cabinet. These are the reward paytables for the staked amount on
an individual bet should a winning combination occur. (See Fig 4.5)

Although suggestions have been made to the service providers to
advertise the average machine hold percentages, the gambling
trends have shown
that the service
providers in Las Vegas
are using the
percentages to entice
customers into the
service provider’s area.
This is been used in
contradiction to the
responsible gambling
mission around the
globe, which was
trying to get the
customers to
understand the
amount that the casino
would hold.
Fig 4.5 Slot Machine
Paytable (Source:
http://www.slotmachinest
rategy.org/)
Examples of Slot machine game hold percentages that are offered

around the world are in line with a denominational trend. For
example, for a one dollar (US$) the average hold percentage is 6.5%,
as in the layman’s terms – the house percentage/casino win.
Slot Machine Payout Percentages

Various ways of describing the house edge on gambling games are
traditionally used. With table games like roulette, blackjack, or craps,
the house edge is normally expressed as a percentage. For example,
blackjack has a house edge of between 0.5% and 1% when played
with perfect basic strategy. That means out of every $100 bet, the
player can expect to lose between $0.50 and $1.00. (This is a long
term expectation, and in the short term, anything can happen.)

But slot machines are normally described according to their payout
percentages. The payout percentage is basically what percentage of
money will get paid out compared to what is wagered. A slot
machine with a payout percentage of 99.5%, for example, would
pay out $99.50 for every $100 wagered. (Again, this is over the long
term.)
Slot Machine Hold Percentages

A slot machine's hold percentage is the amount of money the house
can expect to win over the long term. This number is determined by
subtracting the payout percentage from 100%. So a slot machine
with a 96% payout percentage has a 4% hold percentage. There are
some variables that the machine will have, such as the amount of
handle (spins), as this will determine the hold percentage in the
long term. In the short term the hold percentages can vary.
The hold percentage on a slot machine is the same thing as the

house edge on a table game. The only difference between a slot
machine hold percentage and the casino (house) hold is the term
used to describe it.
Typical Slot Machine Payouts and Payout Percentages

A typical slot machine payout percentage varies according to what
area of the country you're in. Slot machine payouts also vary based
on what denomination of slot machine you're playing. Usually, the
more active a casino destination is, the higher the slot machine
payouts are. And the higher denomination games usually have a
higher payout percentage than the lower denomination slot
machine games.
For example, in August 2006, the slot machine payouts at the Trump
Plaza in Atlantic City looked something like this:
• Quarter slots - 92.6%
• Dollar slots - 93.3%
• Five dollar slots - 97.3%
Information on the Odds or Win Rates of Major Prizes

The gambling provider must make available easily understood and
accurate information on the odds or win rates of major prizes. This
information should be displayed in gambling areas, in proximity to
relevant games and on web sites.

Internet or telephone sports bookmakers and online gaming
licensees must make this information available on their websites.
The gambling provider could:

• Have odds of winning current major prizes readily available at
points of sale (POS) and coin exchanges (Slots Booths or
Cashiers).
• Prominently display the relevant Player Information Guide in
accessible areas (hotel lobby).
• Ensure adequate supply of these guides (on desktops or around
the live gaming areas within easy reach).
• Alert patrons to the availability of the Guide and promote its use
(signage around the gaming area as well as any outside media).
Additional Initiatives
Operators may choose to display their full complement of
documentation in prominent locations such as welcome centres or
information centres. Gambling providers operating loyalty
programs could also provide player activity records to the relevant
patron upon that person’s request. This will be available from the
marketing department.
Summary
Casinos should make win/loss and probability information available
to clients. By having this information, clients can have realistic
expectations. The odds or win rates of major prizes should also be
available to clients.
Information on Games
Service providers around the world are recognizing the need to

instruct the clients in the art of the games of chance. Training
centres for clients are generally built in the large service provider’s
facility and are manned by staff that are trained to deal with all
requests from client’s for information on live gaming. The most
popular games that are explained to clients are blackjack and
roulette. Although the information is available to inform the client
of the risks involved in a game of chance, the teaching of these
games is at best thorough.

Summary
Many of the large casinos offer to train clients on the rules and play
of popular casino games.
Player Rating Systems
The major casino operations around the world have participative

reward systems in place. Some large casino groups have group
wide ratings systems.
Having a player tracking or rating system in place holds advantages

for both the gambling provider as well as the client. The client can
have access to his win/loss ratio, the amount he spent, the hours of
play and the status of play. Casinos can use this information for
marketing purposes and reward purposes.
Clients who sign up for reward programmes are issued with

‘tracking cards’. To accumulate points, the player has to use the
card each time he plays. This enables the casino to obtain the
necessary information needed to keep records of the amount and
time spend in the casino. These figures are recorded in a
computerised system and used to form a database of clients that
utilize the facility.
The Most Valued Guest System (MVG) used by Sun International is

an example of a player rating system. The reward system will award
clients different colour cards (platinum, gold, silver or maroon)
based on their level of spent.
The maroon card is an entry level card. To obtain silver, gold or

platinum cards, clients have to accumulate points as follows:
Card Tier Points Required

Platinum Card 4,250
Gold Card 450
Silver Card 50

Points from the various casinos within the group can be combined.
To earn 1 point on a table game, the client must turnover R2500 and
to earn 1 point on slots, the client must turnover R500. This means
that for a client to obtain a platinum card, he would have to
turnover at least R10, 625 000 on table games or R2, 125 000 on
slots.
Summary
The major casino operations around the world have participative
reward systems in place. Both the client and the gambling provider
can obtain valuable information through player reward systems.
Activity 4.3
Explain what the gambling provider could do to have the odds or

win rates available for clients.
Activity 4.4
a) What is meant by the term House Edge?

b) Give an example of the House Edge of Blackjack.

Topic 5
PROCEDURES FOR SERVICE OF RESPONSIBLE
GAMBLING – EXCLUSION ORDERS
Objective
This chapter will explain the procedures for handling requests for
exclusions and the implementation of exclusion orders. Students
will get to appreciate the extent of work and control involved
managing and enforcing exclusion orders. Exclusion procedures
must be handled in accordance with legislations and is a very
important aspect of responsible gambling.
Learning Outcome
After studying this chapter the student should be able to:
• Define the various types of exclusion orders

• Discuss the exclusion procedures stipulated in the Singapore
Casino Control Act 2006
• Explain the procedures for dealing with exclusion requests and
implementation of exclusion orders
• Discuss the procedures for dealing with attempts to breach
exclusion orders
• Discuss the procedures for dealing with requests to revoke
exclusion orders
• Explain policies that remote gambling operators should have in
place with regards exclusion orders.
Introduction to Exclusion Orders
Responsible Gambling legislations in various countries require

gambling providers, including casinos, to make available to their
clients and gambling public and to administer exclusion
programmes. In Singapore the exclusion process is stipulated in the
Singapore Casino Control Act 2006 and in the UK, the Gambling Act
2005 provides guidelines.

Gambling providers should be able to administer a self-exclusion
order upon request from clients. Other exclusion orders that might
be handled by responsible gambling commissions or councils
include family exclusion orders and automatic exclusion orders or
third party exclusion orders. Gambling providers must have policies
and procedures in place for handling all types of exclusion orders.
Responsible gambling councils will provide registered gambling

providers (licensees) with details of excluded persons.
The gambling providers are the front line institutions which have to
deal with the different types of exclusions. This will incorporate the
complete process from interviewing clients requesting for exclusion
through to advising the responsible gambling departments of
people who has been excluded.
The objective of ‘exclusion’ is to minimise the harm caused by

gamblers to themselves and their families. Exclusion orders can
either assist or force gamblers to rethink their gambling habits. It
also prevents them from loosing any more money on gambling.
The exclusion clause was regulated as there would be instances that
clients would carry on with gambling if there was no forcible help in
the law.
For a gambling service provider, dealing with exclusions can be

stressful and unpleasant. Extreme caution and care has to be taken
when dealing with and enforcing exclusion orders. It might be
necessary to exclude regular clients with whom the staff have built a
relationship. Management and staff should be able to distance
themselves from personal feelings should they know clients on a
personal basis.
Types of Exclusion Orders
• Self Exclusion
Casino Self Exclusion refers to an approach to reducing gambling
problems whereby an individual voluntarily excludes him or herself
from a casino. The individual contracts with the casino that they will
not enter the casino, and if they do, they can be removed and
charged with trespassing.

• Family Exclusion
In some countries, including Singapore, Problem Gambling Councils
can exclude a person whose gambling behaviour has caused serious
harm to his/her family, upon application by a family member.
• Third Party Exclusion or Automatic Exclusion

Under the Singapore Casino Control Act 2006, Recipients of Public
Assistance or Special Grants as well as undercharged bankrupts will
be excluded from casino premises under Third Party Exclusion.
Activity 5.1
a) What is a ‘deed of exclusions’?

b) Explain what is meant by the term self exclusion.
c) What is meant by an incapacitated applicant?
Summary
It is a legal requirement for gambling providers to manage and
make available exclusion orders. The objective of ‘exclusion’ is to
minimise the harm caused by gamblers to themselves and their
families. Exclusion orders can either assist or force gamblers to
rethink their gambling habits. Exclusion orders can be in the form
of self exclusion, family exclusion and third party or automatic
exclusion.
Exclusion Procedures According to the Singapore

Casino Control Act 2006
In topic 2, we discussed the procedures followed by the National

Council on Problem Gambling when dealing with family exclusions.
In addition to the procedures discussed previously, the Singapore
Casino Control Act 2006 has specific guidelines for casinos to deal
with exclusions.

Different types of gambling providers in different countries around
the world, regulated under various gambling legislations, will have
similar guidelines to adhere to. The following sections from the
Singapore Casino Control Act 2006 will be examined as an example.
Section 120 - Exclusion orders by casino operator

(1) A casino operator may give a written exclusion order under
this section to a person, whether on the voluntary application
of the person or otherwise, prohibiting the person from
entering or remaining on the casino premises.
(2) A voluntary application under subsection (1) shall be in writing
and signed by the applicant in the presence of a person
authorised by the casino operator to witness such an
application.
(3) As soon as practicable after a casino operator gives an
exclusion order under subsection (1) or revokes the order, the
casino operator shall notify the Authority and the Council of
that order or the revocation of that order, as the case may be.
Section 121 - Exclusion orders by Authority

(1) The Authority may, by an exclusion order given to a person
orally or in writing, prohibit the person from entering or
remaining on any casino premises.
(2) An oral exclusion order lapses after 14 days.
(3) As soon as practicable after the Authority gives an exclusion
order under this section, the Authority shall notify each casino
operator of that order.
Section 122 - Exclusion orders by Commissioner of Police

(1) The Commissioner of Police may, by a written exclusion order
given to a person, prohibit the person from entering or
remaining on any casino premises.
(2) As soon as practicable after making an exclusion order, the
Commissioner of Police shall notify each casino operator and
the Authority of that order.
(3) A person who has been given an exclusion order under this
section may appeal to the Minister whose decision shall be
final.

Section 123 - Duration of exclusion orders
(1) An exclusion order made under section 121 or 122 remains in
force in respect of a person unless and until it is revoked by the
person who gave the order or by the Minister, on appeal.
(2) When an exclusion order is revoked by the Commissioner of
Police or the Minister, the Commissioner of Police shall notify
each casino operator and the Authority of the revocation.
(3) When an exclusion order is revoked by the Authority or the
Minister, the Authority shall give notice of the revocation to
each casino operator as soon as practicable after it occurs.
Section 124 - List of persons excluded by casino operator

The Authority may, from time to time, require a casino operator to
furnish a list of persons excluded from the casino premises by the
casino operator.
Section 125 - Excluded person not to enter casino premises

(1) An excluded person shall not enter or remain, or take part in
any gaming, on any casino premises.
(2) Any person, being subject to an exclusion order made under
section 121 or 122, who contravenes subsection (1) shall be
guilty of an offence.
Section 126 - Casino operator to bar excluded persons from

casino premises
(1) It is a condition of a casino licence that a casino operator shall
not, without reasonable excuse, permit an excluded person to
enter or remain on the casino premises.
(2) It is a condition of a casino licence that a casino operator shall
comply with any order made under section 163 (2) (d) to close
any deposit account of a respondent named in that order.
Section 127 - Removal of excluded persons from casino

premises
(1) This section applies to the following persons on any casino
premises:
(a) the person for the time being in charge of the casino;
(b) an agent of the casino operator;
(c) a casino employee.

(2) A person to whom this section applies who knows that an
excluded person is about to enter or is on the casino premises
shall —
(a) notify an inspector as soon as practicable; and
(b) using no more force than is reasonably necessary —
(i) prevent the excluded person from entering the
casino premises; or
(ii) remove such a person from the casino premises or
cause such a person to be removed from the casino
premises.
(3) Any person who fails to comply with subsection (2) shall be ––
(a) liable to disciplinary action, in the case of a casino
operator or a licensed special employee; or
(b) guilty of an offence, in any other case.
Section 128 - Forfeiture of winnings

(1) This section applies to any person who is —
(a) an excluded person; or
(b) a minor (as defined in section 130).
(2) If a person to whom this section applies enters or remains on
any casino premises in contravention of this Act, all winnings
(including linked jackpots) paid or payable to the person in
respect of gaming on gaming machines or playing any game
approved under section 100 in the casino are forfeited to the
Consolidated Fund.
(3) If winnings referred to in subsection (2) comprise or include a
non-monetary prize, the casino operator shall pay the value of
that prize to the Consolidated Fund.
(4) In determining the value of a non-monetary prize for the
purposes of subsection (3), any amount of goods and services
tax payable in respect of the supply to which the prize relates
is to be taken into account.
(5) The amount of winnings to be forfeited under this section shall
be investigated and determined by an authorised person
whose decision shall be final.
Summary
The Singapore Casino Control Act 2006 includes the following
sections with regards exclusion:
Section 120 - Exclusion orders by casino operator
Section 121 - Exclusion orders by Authority
Section 122 - Exclusion orders by Commissioner of Police
Section 123 - Duration of exclusion orders
Section 124 - List of persons excluded by casino operator

Section 125 - Excluded person not to enter casino premises
Section 126 - Casino operator to bar excluded persons from casino
premises
Section 127 - Removal of excluded persons from casino premises
Section 128 - Forfeiture of winnings
Dealing with Exclusions
Gambling providers will deal with exclusions in accordance with

national or regional legislations. Depending on the country or
region of the operations or the size and organisation of the
gambling establishment, various departments might be involved in
exclusion procedures. Large casinos have Responsible Gambling
Departments with Responsible Gambling Liaison Officers who will
deal with exclusions. Security Departments are also extensively
involved the implementation and administration of exclusion order.
In smaller organisations Duty Managers would handle exclusion
procedures.
Requests for Exclusion

Requests for self-exclusion are primarily dealt with within the
service provider’s facility. Most gambling establishments have an
interview room in which they can facilitate the clients in private.
These rooms are equipped with both video and voice recording
system.
In most instances a front line staff member, such as the dealer,

cashier or security officer, will be the first person to hear about a
problem, or they might be asked advice with regards exclusions.
They will not deal with the case at all, but refer it to the department
or manager dealing with exclusion orders. The frontline staff
members are trained in dealing with requests for help and are
instrumental in getting the process started.
Once the request for exclusion is received by the senior

management or the Responsible Gambling Liaison Officer, he/she
will follow the policies and procedures set. This process must also
be dealt with in a professional manner, from the time of request
until the completion of paperwork.

When a person request for self-exclusion, the process and
conditions should be explained to him. It must be clear what type
of exclusion is requested for and will be instituted and the
implications of an exclusion order.
In most cases, the client would be present himself, although there

might be provision for a request to be made online, by phone or by
writing in to the establishment. This request might have to be
followed up by a personal interview.
In many instances the client will avail himself on the premises in

question, but there are suggestions in the different Responsible
Gambling provisions for this event to take place away from the
gambling facility, in a quiet area.
Documentation
When the Responsible Gambling Liaison Officer, Duty Manager or
Security Officer is tasked to provide assistance with self exclusions,
he has to obtain the following documentation:
• Client’s identification document;

• Player reward ratings obtained from the database indicating the
client’s win/loss data;
• Credit forms and account details from the cashiering
department;
A self-exclusion form would then be completed by the client. This

form can be obtained from reception, within the gambling areas,
from the service provider’s website and other areas of the casino.
The person administering the exclusion order will then check the
completed self-exclusion forms together with, where appropriate, a
photo of the relevant person. These forms will include the stated
wish of the patron to be reminded of their desire to be excluded
from the specified gambling provider. Details will also be entered in
the Responsible Gambling Incident Register.
Sample Form
Please see Appendix 1

Processing Exclusion Orders
• Self-Exclusion
Upon being approached by a patron seeking assistance, staff will:
1. Immediately explain the need to refer the matter to the

Responsible Gambling Liaison Officer. Should the patron refuse
this, staff will suggest a meeting with the Manager on duty (if
different to the Responsible Gambling Liaison Officer).
2. The Security Official/Responsible Gambling Liaison Officer will:
• outline the effects and consequences of self-exclusion.
• go through the procedures and guidelines and the need for
a signed agreement.
3. If the patron does not wish to proceed, the Security
Official/Responsible Gambling Liaison Officer will complete the
Responsible Gambling Incident Register and, if possible, ask the
patron to sign it.
4. Should the patron agree to proceed, the Security
Official/Responsible Gambling Liaison Officer should give a copy
of the Approved Self-Exclusion Form to the patron, clearly
explain the form and detail specific requirements – for example,
provision of photo.
All of the aforesaid actions have to be done in the presence of the

afflicted patron/client (respondent).
• Exclusion Requested by Third Party/Family Member

If a staff member is approached by a third party requesting
exclusion for another person with whose welfare they have a clear,
close, personal interest, the staff member will:
1. Refer the third party to the Security Officer/Responsible

Gambling Liaison Officer.
2. The Security Officer/Responsible Gambling Liaison Officer will
advise the third party that Self-Exclusion procedures and
documents are available.
3. The Security Officer/Responsible Gambling Liaison Officer will
provide a copy of the Approved Self- Exclusion Form and details
of local community support to the third party. The Officer will
encourage them to discuss the options with the person believed
to have a problem with gambling, urging them to make
personal contact with counselling groups or directly with the
Security Officer/Responsible Gambling Liaison Officer.

Once the self-exclusion form is signed and witnessed it comes into
effect three days after signing, after which time no self-excluded
person may gamble with the relevant gambling provider.
The Security Official/Responsible Gambling Liaison Officer should

record the self-exclusion and all actions undertaken in the
Responsible Gambling Incident Register and take all reasonable
steps to ensure that the management staff, including the security
management, are advised of the self-exclusion.
The Security Official/ Responsible Gambling Liaison Officer will

maintain confidentiality of information and the Responsible
Gambling Incident Register is to be kept in a secure place.
These exclusion procedure would have been audited by the internal

audit function of the relevant service provider to make sure that the
process is legal (becomes binding once forms completed).
Additional Initiatives by the Gaming Provider

Throughout all Responsible Gambling Practices documentation, the
Security Officer/Responsible Gambling Liaison Officer will be
identified as the source of information for self exclusion provisions.
Where a player loyalty scheme is in effect the Security

Officer/Responsible Gambling Liaison Officer can enable players to
access their own detailed playing records to assess pattern of play.
Assessment and Review

To ensure the effectiveness of self-exclusion procedures, the
gambling provider can:
• Provide regular staff information and training on self-exclusion.
• Have clear reporting procedures (staff to management) of
relevant incidents (observations, inquiries, breaches, frequency)
and actions taken by the venue with regard to patrons seeking
self-exclusion.
• Review the policy for self-exclusion on a regular basis to see if it
is working and what areas may need improvement.
Counselling Contact Information

Gambling providers are to offer customers who seek self-exclusion
and/or express a concern that they have a gambling problem,
contact information for appropriate counselling agencies.

Self-Exclusion from Other Gambling Providers
Self-exclusion gambling customers are to be given support and
encouragement in seeking self-exclusions from other gambling
providers.
Correspondence or Promotional Material

All gambling providers are not to send correspondence or
promotional material to gambling customers who are excluded
from their services or who request that this information not be sent
to them.
The information that they have requested self exclusion (ban)

should be highlighted within the client database/player tracking
systems in order that the various departments dealing with the
database information are made aware of the current status of the
client. This dis-action will last as long as the self exclusion (ban) is in
place. If the person decides to self exclude permanently from the
establishment, loyalty programs involving the person are
terminated or revoked, and except as required by law, their details
removed from databases and player-tracking systems.
Activity 5.2
What details should be recorded on a self-exclusion form?
Summary
1. The first step that the officer dealing with this event will do is to
try and make the client feel at ease.
2. The second step is to get the personal details correct, by asking,
checking all the relevant documentation
3. He should not give the client the alternative to be able to back
out of the exclusion, as an example in the UK they give the
exclusion forms to the client to complete or fill in at home.
4. After checking the positive identification he will ask the client to
fill in the correct forms, explaining the process with each step
5. He will also inform the client of the effect of when the exclusion
will take place, date starting, the consequences surrounding
breach, and how long the exclusion will be in force. There are
suggestions that the exclusion should be one year, but current
legislated exclusion periods are 6 months.

6. After the client has completed the form, he will if possible take a
digital photograph of the client, this is only at gambling
providers, resort style, not the internet provider.
7. Once the completed forms have been completed the official
that is responsible for the process, from the start of the process,
will inform the relevant departments of the exclusion.
8. By law he has to inform, security, marketing, legal department,
credit department, online player reward system of the exclusion
that has taken place.
9. These actions are done so as should the client visit the
establishment, he can be asked to leave as he is in breach of his
exclusion.
10. Should the customer breach his agreement, this should be done
as quietly as possible.
11. The complete process should be done with as much secrecy – so
as not to embarrass the client.
Attempts to Breach Exclusion Orders
The manager or official who completes the exclusion order will

advise the client that the exclusion order stops him/her from
utilizing all the facilities at the gaming provider’s establishment. It is
also explained to the client, that should he breach his exclusion
order that the service provider can have him arrested for trespass on
the service provider’s property. The rationale from the service
provider’s security departments behind the trespass arrest is that it
should be enough of a warning that clients do not attempt to
breach the exclusion order.
In legal terms, trespass is an unauthorised entry upon land. A

trespass gives the aggrieved party the right to bring a civil lawsuit
and collect damages as compensation for the interference and for
any harm suffered. Trespass is an intentional tort and, in some
circumstances, can be punished as a crime.
Activity 5.3
a) What is meant by the term breach of exclusion?

b) How would a service provider deal with a client who
continually attempts to breach his exclusion order?

Summary
A person who breaches his exclusion order can be arrested for
trespassing. The terms and conditions of exclusion orders should
be clearly explained to those excluded from the premises.
Revocation of an Exclusion Order
As the implementation procedures of exclusion orders varies in

different countries and regions, so does the revocation procedures.
For example, in Singapore this process will go before the NCPG, but
in South Africa, this revocation could be done by a General Manger
of the service provider. The minimum duration of exclusion orders
also varies from country to country.
The channels are the same for applying for a revocation than for an
exclusion order. The forms would have to be completed correctly
and lodged with the governing body. The council or department
responsible will investigate the request for revocation and make a
decision that would be binding.
In many cases the client might want his exclusion revoked within a
month of the commencement of the exclusion order.
In Singapore, the NCPG may confirm, vary or revoke a family

exclusion order or an exclusion order on application by family
members of respondents. An application for variation or revocation
of an order may be made by the respondent only with the
permission of the Council and permission is only to be granted if the
Council is satisfied that there has been a substantial change in the
relevant circumstances since the order was made or last varied.
Summary
As the implementation procedures of exclusion orders varies in
different countries and regions, so does the revocation procedures.
Revocation of exclusion orders are handled through similar
channels than requests for exclusion. There is often a minimum
period of exclusion before it can be revoked.

Exclusion from Remote Gambling
Internet gambling providers have to provide a facility for self-

exclusion. The website is to operate such that the submission of a
completed self exclusion triggers technical responses that block
access by the player to the site, and this action is written to the audit
log for the system.
As with casino gambling, different regions and countries will have
guidelines as to how this should be handled. The example below is
of the Australian exclusion process.
Self Exclusions – Remote Gambling

Persons will be allowed to exclude themselves from:
(a) a particular type of gaming at that site;

(b) that particular gaming site; or
(c) all Australian gaming sites.
Self-exclusion must be for a minimum of seven days. The option of

permanent exclusion must be provided.
In the event that a player excludes him or herself from the site or all
sites on three separate occasions, the exclusion is to be permanent
and may only be varied with the approval of the regulator in whose
jurisdiction the site from which the exclusion was initiated is
located. Approval may require the presentation of sufficient
evidence that the player is not a problem gambler.
Where a player chooses to be excluded from all sites all licensed

providers must suspend any account and deactivate any
registration of the player.
As appropriate, gambling providers are to offer customers who seek

self exclusion contact information for appropriate counselling
agencies.
Summary
Internet gambling providers have to provide a facility for self-
exclusion. Persons can choose to be excluded from one site, from a
particular type of site or from all gaming sites. Upon exclusion, all
accounts should be suspended and deactivated.

Topic 6
GAMBLING RELATED INCIDENTS
Objective
This chapter will familiarise students with procedures for handling

gambling related incidents in casinos. It will highlight policies and
procedures as well as regulations with regards to underage
gambling, refusal of credit and complaints and disputes.
Learning outcome
After studying this chapter, the student should be able to:
• Explain procedures for preventing and dealing with underage

gambling
• Explain the procedures for refusing credit
• Discuss the procedures for dealing with customer complaints
and disputes.
Underage Gambling
The issue of underage gambling is one of the major concerns for the
service providers throughout the global casino and gambling
industry.
Gambling providers are tasked to prevent youths from gambling

and keeping them out of gambling environments. In addition,
gambling providers should not advertise facilities in such a way that
might entice youths to gamble. As young people of today is easily
influenced by culture and advertisements, gambling providers and
responsible gambling agencies are working together to combat
underage gambling. Gambling legislations stipulate minimum
requirements to prevent underage gambling and gambling
providers also implement their own policies and procedures to
control and prevent underage gambling. This might include
thorough staff training on properly certifying the age of patrons
suspected of being underage.

Legal Age of Gambling in Various Countries
Gambling and the Law identifies the following minimum ages for
gambling as regulated in various countries. This list of states,
provinces, and countries illustrate the tremendous variations found
in the way the law treats issues involving the minimum age to place
a legal wager.
In the USA, most legal minimum ages are still at 18. But, there has
been one significant exception: In every state in America, the
drinking age has been raised from 18 to 21. Because casino gaming
is usually associated with the availability of alcoholic beverages,
most states put the minimum age for gambling in a casino at 21.
Casino-style games, including slot machines, are also the most
dangerous forms of gambling.
Interestingly, in other countries, the trend is exactly the opposite. In

France, the minimum age was 21, until 1987, when parliament
lowered it to 18. Similarly, in 1969 the government of the Bahamas
set the minimum age for gambling at 21, but the minimum is now
18. Twelve of the 16 states (Länder) in Germany have also lowered
the age for casino gambling from 21 to 18. Portugal has different
rules for tourists and locals: Casinos are open to foreigners over 18,
but citizens of Portugal may not enter Portuguese casinos unless
they are over 21, and some casinos restrict local play to residents
over 25.
Countries outside the United States seem to be more internally

consistent: They usually have one minimum age that applies
throughout that nation; the legal consequences when an underage
minor is involved in otherwise legal gambling do not vary from one
province to another; and, the same minimum age applies to
different forms of legal gambling. Lawmakers in other nations also
have concluded that maturity is reached at a younger age. For
example, in Canada, casinos are open to 18 and 19 year-olds; while
in the U.S., the minimum age is almost always 21. Similarly, in
England anyone over 16 may buy a lottery ticket; in America, the
minimum age for lotteries is never less than 18, and a dealer who
knowingly sells a ticket to a 16 year-old faces loss of his license and
a criminal fine.
In Singapore the legal age to enter and gamble in a casino is 21

years old. The legal age requirement to work in a casino is also 21
years old.

Antigua and Barbuda: Minors younger than 18 are not allowed
where casino gaming is taking place; casino employees must be at
least 21 years old.
Aruba: No one under 18 years old is allowed in casinos.
The Bahamas: The Lotteries and Gaming Act of 1969 required

players to be at least 21, but the minimum age has been lowered to
18.
Belgium: Casinos are technically ‘private clubs,’ limited to

‘members’ at least 21 years old.
Bulgaria: Casinos opened in 1967, limited visitors from non-

communist bloc countries. Since 1990, casinos have been open to
anyone over 18 years old.
British Columbia, Canada: Casinos, 19 years old; Bingo: minimum

age is set by bingo licensee.
Denmark: Casino guest must be at least 18 years old.
Finland: The minimum age limit is 18 for Finland’s various casino-

style games, including true casinos, slot machines in restaurants and
bars, and low-stakes table games in arcades.
France: Parliament lowered the minimum gaming age for casinos

from 21 to 18 in 1987.
Germany: The national government under Hitler passed laws in

1933 and 1938, prohibiting gaming by minors under the age of 21.
This age limit remained until the 1980s. Today, state (Länder)
governments set their own age limits, and there has been a trend
toward lowering the minimum gambling age. In fact 12 of 16 states
in the united federal republic have lowered the minimum from 21
to 18.
Great Britain: Casinos are technically membership clubs and no-

one under 18 may join. The legal age to gamble in a casino is 18
years old. To work in a Bingo hall minimum age of 16 to 17 years
old, restricted to cleaning and serving of foods. Persons under the
age of 18 are not allowed to work or sell bingo tickets.

Greece: An unusual age restriction: individuals must be at least 23
years old to enter a casino.
New South Wales, Australia: A person under the age of 18 years

cannot place a bet in any form of gaming and betting, except in
sweepstakes and calcuttas where persons between the ages of 16
and 18 years can participate.
New Zealand: No one under 20 years old may enter the gaming
area of a casino.
Nova Scotia, Canada: No person under the age of 19 years may

participate in gaming.
Ontario, Canada: An individual must be at least 19 to enter or

gamble in a casino, and casinos are prohibited from advertising that
is specifically directed at encouraging individuals below 19 years of
age to play games of chance in a casino. However, casino
employees may be 18.
Portugal: A unique system: Casinos are open to foreigner over 18

years old, but Portuguese nationals are barred unless they are over
21 and in some casinos over 25.
Quebec, Canada: No one under 18 years old may enter a casino. It

is against the law to sell a lottery ticket to anyone under 18.
Queensland, Australia: Persons under the age of 18 years are not

permitted in the casino.
Spain: Minors under 18 are not allowed to gamble or enter into

casinos, bingo halls, or slot machines parlors.
Tasmania, Australia: Minors, under 18, may not legally gamble.

Casinos, on their own, have imposed a policy of not allowing minors
on the main casino areas, though they may, if accompanied by an
adult, be in other gaming areas.
Victoria, Australia: Individuals under 18 years old may not enter

casinos.

While preventing underage gambling is a business imperative on its
own, commercial casino companies have further reason to
implement proactive measures that discourage and prevent the
behaviour because they are subject to substantial fines if they fail to
enforce regulations on underage gambling.
One million children are addicted to gambling say experts
By Ian Drury (www.dailymail.co.uk)

Last updated at 12:58 AM on 20th October 2008
One million children are addicted to gambling and New Labour's lenient
gaming laws are largely to blame, experts warn. A study by the Gambling
Commission also found that two million under-18s, some as young as ten,
are at risk of becoming hooked on betting. It said liberal parents must take
some of the blame for the crisis.
Danger: Labour's lenient gambling laws have been blamed for one million
children being addicted to gambling - the rise of the internet has also
increased opportunity to bet. But it is the Government's controversial
decision to loosen the gambling laws that attracted the fiercest criticism.
Experts warned that vulnerable children were becoming hooked after
casinos, bookmakers and betting websites were allowed to advertise on TV.
The rise of the internet had also increased youngsters' opportunities to bet.
The report by the industry regulator the Gambling Commission found that 7
per cent of young people - about 975,000 - had gambling problems, while
14 per cent, or 1.9million, were at risk of developing 'serious' addictions. A
staggering 91 per cent of under-18s had gambled at least once in their lives.
The study said teenagers who gamble are more likely to suffer depression,
use alcohol and drugs and fall into truancy and crime. It recommended
treating gambling as a 'potential public health issue' alongside drinking,
smoking and obesity.
The figures undermine the Government's own statistics on betting addiction

which claim that only 250,000 people - mainly adults -have problems.
The report found children were most likely to gamble on slot machines and
scratchcards. But it raised concerns about the boom in online betting that
allowed youngsters to stake money secretly.
Report author Professor Gill Valentine, of the University of Leeds, said: 'The
opportunity provided by the internet to gamble in privacy may exacerbate
young people's ability to access gambling opportunities.'

On the role of parents, Professor Valentine said: 'There is some indication that
traditional authoritarian models are being replaced by a more liberal
approach. This may contribute to adults' willingness to introduce children to
illegal under-age gambling.'
Dr Emanuel Moran, adviser on pathological gambling for the Royal College of

Psychiatrists, said he feared gambling problems among under-18s would
spiral with the relaxation of the laws. He said: 'The Government is trying to
deal with it with a light touch but I very much fear we are going to see a
disaster with a rise in the number of gambling addicts.'
A spokesman for the Department for Culture, Media and Sport said: 'The
Gambling Act 2005 placed the protection of children and vulnerable people
at the heart of gambling regulation for the first time. It established a robust
new regulator and introduced key offences with tough penalties in relation
to children.'
Gambling Prevalence by Age in the UK

(British Gambling Prevalence Survey 2007) - Heather Wardle, Kerry
Sproston, Jim Orford, Bob Erens, Mark Griffiths, Rebecca
Constantine, Sarah Pigott
The prevalence of participation in gambling appears to be related to

the age of respondents. Overall, gambling prevalence in the past
year was lowest in the youngest and oldest age groups: 58% for
those aged 16-24 and 57% for those aged 75 and over. Prevalence
was highest among those aged 35-44 (73%). Similar patterns by age
were observed in 1999.
Compared with prevalence rates from 1999, overall participation in

gambling in each age group, except the two oldest, had decreased.
For example, the proportion of those aged 25-34 who had gambled
in the last year decreased from 78% in 1999 to 71% in 2007.

Fig 6.1 Participation in any gambling activity, by age and by year
For many activities, prevalence was greatest among the younger

age groups and decreased with advancing age. Scratchcards, slot
machines, horse races, dog races, other betting with a bookmaker,
online gambling, table games in a casino and private betting were
all most popular among those aged 25-34, and then decreased with
age. For example, with slot machines, the prevalence fell from 26%
for those aged 16-34, to 2% of those aged 75 and over. Similarly, for
scratchcards the prevalence fell from 30% of those aged 25-34 to
10% for those aged 75 and over. For the National Lottery Draw and
other lotteries, the opposite pattern was true with prevalence being
lowest among those aged 16-24. Despite having a large number of
non-participants, those aged 16-24 who had gambled in the past
year tended to take part in a greater number of activities: 20% took
part in four or more activities in the last year. The only age group to
have estimates in excess of this were those aged 25-34, where 24%
had participated in four or more activities, and 10% had gambled on
six or more different activities, in the past year.
‘Youths 16 and 17 years old gamble less than adults and differently
from adults, primarily betting on private and unlicensed games —
especially betting on card games and sports and buying instant
lottery tickets.’

‘Casino gambling (especially slot machines) was the second most
common form of adult gambling, with one-quarter of all adults
participating in the past year. The adolescents (16-17 year olds)
were notably absent from casino play, with barely 1 percent
reporting any casino wagers. This presumably reflects well on the
enforcement efforts (particularly against fake IDs) of casino
operators, among other factors.’
Preventing Underage Gambling

Casino operators must ensure that they prevent underage gambling
in all areas of the casino. This usually entails ‘policing’ the area and
denying underage people access to gambling areas.
In the United Kingdom no under-18s are allowed into any part of

the gambling facilities on these premises. The security department
will check the age of the client and if they believe that the client is
underage take action to prevent access and/or remove the
underage person from the premises.
In order to prove age, the client can be asked to provide a suitable

form of identification. ‘Suitable identification’ is identification that is
valid and contains both the client’s photo and date of birth, for
example a driving licence, passport or Connexions card.
Casino operators are also not allowed to serve an adult who has a
child or underage person with him/her. If an adult client knowingly
brings children on to the premises, the client will face exclusion or
prosecution.
In Bingo halls, on-course betting and family entertainment centres

in the UK, under-18s are allowed on the premises, but must not
enter adult-only areas. To make sure that underage people do not
gain access to adult-only areas, operators must:
• Check the age of the client if the client looks as though the
client may be under 18,
• Refuse the client entry into adult-only areas if the client cannot
provide a suitable form of identification when asked to do so,
and
• Take action if there are unlawful attempts to enter adult-only
areas.

As far as lotteries are concerned, if the person selling lottery tickets
believes that the client may be under the age of 16, the service
provider will ask the client to prove his identity before selling the
client a ticket.
The global casino operators must not target under-18s by

advertising their products in a way that makes them attractive to
this age group.
Advertising Guidelines
• Person depicted as gamblers in advertising should not be, nor
appear to be under the legal age.
• Age restriction should, at a minimum, be posted at all places
where gambling takes place.
• Advertising of gambling should not appear in media directed
primarily to those under the legal age.
• The gambling industry should not be advertised at venues
where the audience is reasonably and expected to be below the
legal age.
• Advertising of gambling should not contain symbols or
language that is intended to appeal to minors or those under
the legal age.
• The use of animation should be monitored to ensure that
characters are not associated with animated characters on
children's programmes.
• Celebrity or other testimonials in advertising of gambling should
not be used that would primarily appeal to persons under the
legal age.
• Advertisements of gambling should not be advertised or
promoted on outdoor displays, such as billboards, that are
adjacent to schools or youth centres, including technikon or
university campuses.
• Industry promotions should not involve utilising children's toys,
games, clothing or other material.
Controlling Underage Gambling - Remote Gambling
The RGA represents the world's largest

licensed, and stock market-listed remote
gambling companies and provides the
industry with a single voice on all the issues of
importance to regulators, legislators, and key
decision makers around the world.

Even though it is illegal for anyone under the age of 18 to engage in
betting or gaming, it is not always easy to ensure that children are
excluded. Operators should adopt reasonable measures to minimise
underage gambling. The primary tool for this is the use of age
verification (AV) procedures.
Age verification is, and will continue to be, an inexact science. The
RGA is working with various other bodies to try and get more
reliable date of birth information made available. As and when that
happens age verification procedures will become more robust, but
it must be acknowledged that the availability and reliability of
electronic evidence varies greatly from country to country. In some
instances this means that gambling operators can do no more than
make reasonable endeavors to ensure a new customer’s exact date
of birth.
RGA members are also strongly recommended to:

• Make links available to, or provide adequate information about,
reputable filtering services like the Internet Content Rating
Association (ICRA )so that parents and others can take any
necessary steps to prevent their personal computers being used
for inappropriate purposes;
• Make clear through messaging or the display of a ‘no under 18s’
sign on the homepage of the internet site that children are not
permitted to gamble. A clear message to this effect should also
appear during the registration process; and
• Include a clear policy for dealing with underage gamblers.
The majority of on-line payment methods are only available to over

18s so offer very limited risk of under age gambling. Children do,
however, have greater access to some forms of payment that can be
used to fund remote gambling. RGA members’ efforts will
concentrate on those payments methods that are readily available
to children and indeed are targeted at them by the banks. Pre-pay
cards would also fall into this category, except where the operator is
satisfied that adequate age verification checks had already been
made by the card issuer and are for this reason referred to as ‘high
risk payment types’.

As a minimum, AV must be undertaken for any customer who has
not previously been identified as over 18 if they seek to register and
gamble with a high risk payment type. This is irrespective of the
remote gambling channel they are seeking to use (e.g. internet,
phone, digital TV, WAP etc). It would also be good practice to
perform the same level of checks on all potential customers who
provide a date of birth of between 18 and 21 years old because
industry experience shows that if someone who is underage seeks
to register then they normally give an age which is close to their real
age.
It is up to individual operators to choose a verification system best

suited to their particular business model. Whichever they choose it
must include an element of objective validation via a verification
service, such as that provided by companies like GB Group,
Experian, or 192.com, or through direct access to reliable
documentation, for example a passport or birth certificate.
AV checks should be initiated as soon as possible after a customer

seeks to deposit money to gamble. A maximum period of 72 hours
will be allowed in which to initiate those checks. This will be known
as the ‘verification period’. All reasonable endeavors should then be
made to complete AV checks with the minimum of delay.
During the verification period:

• Customers may be able to deposit funds and gamble, however,
they will not be able to withdraw any winnings until it is
confirmed that they are adults; and
• Any deposited funds must be available for prompt return if
during this period, or at any later stage, it is proved that the
customer is underage.
If after the verification period the operator has failed to verify that
the customer is an adult then the account should be suspended.
The operator should then make all reasonable efforts to contact the
customer to resolve the outstanding account issue. If this leads to
proof that the customer is an adult then the account can be re-
activated.

If at any time an RGA member becomes aware that a customer is
underage, they will, except where there are grounds to believe that
a fraud has been perpetrated:
• Suspend the account immediately;
• Void all wagers (that the RGA member is a party to) that have
taken place;
• Refund the value of all deposits net of withdrawals; and
• Close the account.
Consideration should also be given as to whether any other bodies

or agencies should be made aware of the child’s interest in
gambling, subject to data protection laws. There is also merit in
providing the underage customer with contact details for Gamcare
or a similar organisation.
Activity 6.1
How does a staff member ascertain a client’s age?
Activity 6.2
What are the rules regarding paying out winnings to an underage

person?
Activity 6.3
Under employment regulations, what is the difference between

children and youth?
Summary
Gambling providers have to prevent underage persons form
entering casinos and gambling premises. Age must be verified
before entrance is granted and where a person suspected to be
underage is noticed within the gambling are, age verification
should be done.

The legal age for gambling varies in different countries. In
Singapore only those above the age of 21 can gamble and in UK the
minimum age to gamble in a casino is 18 years.
Youths who gamble are especially at risk of developing gambling

problems.
Gambling providers have to take care not to carry out marketing

activities in such ways that would entice youths to gamble.
The issue of underage gambling also extends to remote gambling,

lotteries, sports betting, etc.
The Refusal of Credit
As the global casino industry relies heavily on credit play within

their facilities, the refusal of credit is always a very difficult situation
in the casino and gaming environment. There are many occasions
when clients might request for either credit or extension of credit.
Many high rollers or serious gamblers have credit lines within the
establishments that they frequent. This credit is always applied for
when the client has exhausted his facility and needs extra cash to
get himself liquid again.
The casino manager is faced with a decision about extending extra

credit as the client may have gotten himself onto a downward
spiral, by loosing each time he visits the casino. The manager would
also have to be careful not allowing extra credit whereby the habit
of gambling on credit may start or escalate gambling problem. The
various Gambling and casino legislations have specific instructions
for allowing or not allowing credit. The Singapore Control Act does
not allow for credit at all. This could be the manager’s standard
reply.
Should credit be allowed, the client can ask for a credit extension in
person, telephonically or by written application. All of these
applications would be investigated and either approved or
disapproved. The investigation would be done by a credit manager
and his credit control team. But once a decision has been made it
would be binding.

A written example of refusing credit from the credit department is
discussed below:
Company Address:
1234, Casino
Global Area
MA 02123
03/16/05
Recipient Address Goes Here>
Hello.
Thank you for taking the time to apply for credit with 1234 Casino. We
welcome your business but unfortunately we are unable to extend credit
to you at this time. Your credit application was denied because <reason
for denial>.
When your situation changes, we would be happy to reconsider your

application. In the meantime, we welcome the opportunity to do business
with you on a cash basis.
Regards,
Credit Manager
encl: <List of enclosed items goes here>
Fig 6.1 Letter – Refusal of Credit
A record of the request will be kept by the cashdesk as proof of the

credit application. This can be used as a referral at a later date.
Should the client ask for the credit in person, the refusal should still
be logged at the cashdesk by the staff member or manager dealing
with the request. In the United States of America, the credit
personnel will deal with this request in total, from the initiation of
the process of the application form to the approval or disallowance
of the credit.
When a client is refused credit, they might take it as an insult and

respond with verbal abuse or bad behaviour. Staff should know
how to respond in these situations.

Summary
Clients might request for credit once they have exhausted their cash
facilities. Legislations around the world have clear guidelines on
whether credit play is allowed. Besides the fact that there might be
legislations preventing credit play, casinos can also institute their
own guidelines and refuse credit for various reasons. This must
always be dealt with tactfully.
Customer Complaints and Disputes
It is convenient for customers to be dogmatic about the old

‘customer is always right’ ideal. However, some customers take
advantage of their power position, using their eternal status of
‘right’ to take advantage of business owners and service providers.
This is especially the case where customers spend (or loose) a large
amount of money.
Gambling providers know that it is important to satisfy guests in

order for them to return. Problems escalating to complaints can be
caused by the casino, external parties or by the guests themselves.
Casinos and gambling providers have to work within rules and

regulations set by governments and the organisation, and have
limited or no power to bend these rules, even when clients are
unsatisfied.
It is easier to deal with a customer in a large casino environment as

there is support services which the management can use too assist
them with the complaint or dispute, e.g. the surveillance
departments will help with the investigation of a complaint or
dispute. Managers and staff are also well trained in handling
complaints.
Under the Code of Practice for Gambling Operators, issued by the

Gambling Commission, Licensees must put in place procedures for
resolving customer complaints and disputes and the existence and
terms of such procedures must be drawn to the attention of all
customers.

In this code a ‘complaint’ means a complaint about any aspect of
the Licensee’s conduct of the licensed activities, and a ‘dispute’ is
any complaint which:
• Is not resolved at the first stage of the complaints procedure:
and
• Relates to the outcome of the complainant’s gambling
transaction.
Licensees must ensure that:

• Customers are told the name and status of the person to contact
about their complaint;
• Customers are given a copy of the complaints procedure on
request or on making a complaint, and
• All complaints are handled in accordance with the procedure.
Handling Complaints
• At the beginning of the interaction, listen. Don't talk.
Interrupting the customer's monologue would be regarded as a
lack of interest and respect.
• Don't come to any quick conclusions. Wait until you have the
customer's entire story, so they feel you've heard them out in
full.
• To prove you were listening closely, paraphrase the customer's
statements.
• If the confrontation escalates and the customer becomes angry,
try to concentrate on the customer's message instead of their
anger. If you let the customer drive you to angry statements and
outbursts, you will create a downward spiral that will never end
well.
• Remember that your objective is to show the customer you
want to help. Becoming angry or argumentative would only
prove that your sole concern is yourself and your interests.
• If you come to an agreement indicating that the customer is
wrong, try to avoid making the situation embarrassing for them.
• Above all, always, always, always apologize, even if you know
you did nothing wrong.
• Involve management and bring the complaint under the
attention of a supervisor or manager as soon as possible.
Always do your best to avoid turning a minor disagreement into a

major argument. If the customer comes in angry, do what you can
to make sure he leaves placated.

Dispute Resolution
An unresolved complaint will result in a dispute.
BCA is the leading trade association for the

casino industry in Great Britain. Formed in 1973,
they work on behalf of their members to raise
awareness, engage in policy development and
promote best practice. They act as a central point
for comment and opinion for members, who
operate over 90% of Britain’s licensed casinos,
and provide them with a vital source of
information and advice.
The British Casino Association recommends the following

procedures for handling disputes.
Each member of the Casino Regulator Code of Practice will comply

with the following dispute resolution procedures:
• When a dispute arises between the Casino and its user, the
complainant shall be asked to set out in writing the nature of the
dispute;
• Both parties will make every effort to resolve the dispute by
negotiations;
If the parties are unable to reach a resolution of the dispute, either

party may, by notice in writing, advise the other party that it seeks
to have the dispute resolved by mediation or arbitration. If either
party nominates arbitration rather than mediation before a
mediator is appointed, the matter shall be arbitrated.
If the parties cannot agree on an independent arbitrator they may

refer the matter to the Casino Regulator Code of Practice
Complaints Board.
Within 21 days of the date of the notice the parties may refer the
matter to a mutually agreed arbitrator or mediator (as the case may
be). In the event that no agreement can be reached on an
appropriate arbitrator, the dispute will be referred to an arbitrator or
mediator nominated by the Council (to be appointed).

The arbitrator will have the right to determine procedures and may
or may not allow the appearance of lawyers on behalf of the parties
and may co-opt other expert assistance. Arbitration of any dispute
shall take place in accordance with any rules or directions published
by the Council from time to time and the law of the state where the
industry member is located. Nothing contained in this clause will
deny a party the right to seek injunctive relief from an appropriate
court where failure to obtain such relief would cause irreparable
damage to the party concerned.
Activity 6.4
What is the difference between a complaint and a dispute?
Activity 6.5
How would a Casino Manager handle a dispute in a casino?

Describe the process involved.
Summary
The customers might not always be right, but they have the right to
complaint when they are not satisfied with the services received.
Casino staff must be trained and confident in handling problems
and complaints.
The Code of Practice has specific provisions for handling complaints

and disputes. Unresolved complaints results and disputes. If the
parties are unable to reach a resolution of the dispute, either party
may, by notice in writing, advise the other party that it seeks to have
the dispute resolved by mediation or arbitration.

Bally's hit with record fine for underaged gambling spree
by Judy DeHaven/The Star-Ledger Business Desk
Wednesday November 12, 2008, 4:34 PM
The Casino Control Commission imposed a record $157,500 fine against

Bally's casino for allowing an underaged gambler to play 18 times over the
course of the month.
In that time, the gambler, Candeda Simpson, was rated 146 times as a high
roller, 137 times playing at the tables, officials said.
Simpson, who was 20 at the time, was busted at Bally's in February 2006,
only after she caught the eye of an investigator for the Division of Gaming
Enforcement, who suspected she was underaged. In New Jersey, patrons
have to be 21 years of age to gamble at a casino.
But it was not the first time Simpson had been caught gambling. The
month before, Simpson was arrested for underaged gambling at the Sands,
which closed in November 2006.
New Jersey Casino Control Commission Chairwoman Linda Kassekert said

regulators imposed a hefty fine against Bally's because Simpson had faced
casino employees while playing at the tables on ‘137 separate incidents
over 18 days.’
‘That was a lot of time for her to be interacting with casino employees who
should have picked up on the fact that she was underaged,’ Kassekert said.
The fine surpasses one the $105,000 fine the commission imposed on
Borgata in February for not stopping a 19-year-old from earning more than
$1,000 in comps while playing table games.
Officials said in this case, while Simpson was rated, she was not given any
comps -- the freebies casinos lavish on their best players based on the
amount of money they wager and the amount of time they spend
gambling. Officials surmised that Simpson likely accumulated points but
did not cash them in.

Activity 6.6 Case Study – Underage Gambling
Look at the following incident that took place in Macau and

answer the following questions:
a) Explain the consequences of underage gambling for both the
licensee as well as the gambler.
b) Would the outcome of the incident have been any different
should it have taken place in the UK?
“16-year-old changes the rules”

http://www.destinationmacau.com/2007/02/16yearold_changes_the_rules.ht
ml
When the mother of a 16-year-old girl won the right to keep

HK$740,000 in winnings from the Sands Macao on Friday, the
young girl unknowingly turned the tables on Macau’s old gaming
laws.
A Macau legislator said new laws should be drafted immediately

to define what happens once a minor enters a casino, plays and
wins money. Current gaming legislation only stipulates that
someone under the age of 18 is not permitted inside a casino,
without specifically defining what happens after they have
already entered.
Meanwhile, Macau’s Gaming Committee, which should be

responsible for the future direction of the industry as well as
policy-making, chaired by Macau Chief Executive Edmund Ho, is
reportedly inactive and has yet to appoint members.
On February 23, Macau’s Director of Gaming Inspection and

Coordination Bureau (DICJ) Manuel Joaquim das Neves said the
mother would be entitled to receive the full winnings from the
Sands Macao.
However, she would not be allowed to enter any of Macau’s

casinos for an unspecified period of time and she was reminded
by the bureau that no one under the age of 18 is allowed in
gaming areas.
The DICJ said the Sands Macao should have conducted a

thorough ID-check to ensure that no minors enter the casino and
has written to the Sands, asking it to pay the amount in full to the
mother of the young winner.

On Saturday, the Sands Macao released an official statement to the
press insisting that it is strongly committed to responsible
gambling.
The statement reads: “Sands Macao assisted DICJ in every way, and
after detailed consideration by the regulator of the facts and the
Macao laws, received a direction as to the manner in which the prize
should be dealt with. Sands Macao has fully complied with that
direction.
“Sands Macao reaffirms its serious ongoing commitment in

complying with all Macao laws including the exclusion of underage
persons entering in its casino,” the statement concluded.
The Sands Macao did not give the winnings to the young girl
immediately after she won the jackpot on February 20, arguing that
she was too young to be in the casino in the first place.”

Topic 7
PROBLEM GAMBLING
Objective
This chapter will introduce students to problem gambling. It will

help students to differentiate between different levels of gambling
and signs that might indicate a gambling problem. Students will
get to understand the impacts of problem gambling on the
gamblers’ life, the spouse and the community.
Learning Outcome
• Define problem gambling

• Describe the levels of gambling and types of gamblers
• Discuss the prevalence of gambling based on demographic
correlates
• Describe the stages of gambling addiction
• Discuss the impacts and costs of problem gambling
• Describe the various phases of gambling and recovery for both
the gambler and the spouse of a compulsive gambler
• Describe specific gambling behaviour that can contribute to or
indicate gambling problems.
Introduction to Problem Gambling
Gambling can be broadly defined as betting money on games of

chance (National Research Council, 1999). The UK Gambling Act
2005 describes it more specifically in terms of gaming (i.e. playing a
game of chance for a prize); betting and participating in a lottery. It
usually involves risk taking and in some cases requires particular
knowledge or skills. The majority of gambling is social or
recreational, although some people do make a living as professional
gamblers.

A minority of people who gamble do so in ways which disrupts their
personal or family lives. This ‘problem gambling’ can include a
complex range of behaviours of varying severity. ‘Pathological
gambling’ has been defined as gambling which is ‘characterised by
a continuous or periodic loss of control, over gambling, a
preoccupation with gambling and with obtaining money with
which to gamble, irrational thinking and a continuation of
behaviour despite adverse consequences’. (Hardoon and
Derevensky 2002: 264, see also Lesieur and Rosenthal, 1991)
In the UK, the National Gambling Impact Study Commission found

in its 1999 study that pathological gambling often occurs in
conjunction with other behavioral problems, including substance
abuse, mood disorders, and personality disorders. Research
suggests that the earlier a person begins to gamble, the more likely
he or she is to become a pathological gambler. The presence of a
gambling facility within 50 miles roughly doubles the chance of
problem and pathological gambling. A national prevalence study
found that 3 million adults are problem gamblers and 2.5 million
adults are pathological gamblers, with 15 million being at risk. The
National Adolescent Review found that 1.5% of teens ages 16-17
can be classified as ‘problem or pathological gamblers’ with 2%
being classified as ‘at risk.’
Many families of pathological gamblers suffer from a variety of

financial, physical, and emotional problems, including divorce,
domestic violence, child abuse and neglect, and a range or other
difficulties stemming from the severe financial hardship that
commonly results from problem and pathological gambling.
Children of compulsive gamblers are more likely to engage in
delinquent behaviors such as smoking, drinking, and using drugs.
These children are also at risk of developing problem or
pathological gambling themselves.
The incidence of problem gambling is highest amongst those that

play gambling machines and participate in horse racing and the
lowest for those partaking in lotteries. A large percentage (i.e. 65%
to 80%) of cases of problem gamblers receiving counseling can be
attributed to the availability and popularity of gambling machines
outside casinos.

Summary
While gambling can be broadly defined as betting money on games
of chance, problem gambling can include a range of behaviours of
varying severity. ‘Pathological gambling’ has been defined as
gambling which is ‘characterised by a continuous or periodic loss of
control, over gambling, a preoccupation with gambling and with
obtaining money with which to gamble, irrational thinking and a
continuation of behaviour despite adverse consequences’.
Levels of Gambling
The National Research Council in the USA has a conceptualisation of

the degree to which people gamble in the general population. They
see the degree of gambling as occurring along a continuum, this
conceptualisation can be used to better understand prevalence of
gambling.
These levels can be distinguished in simple terms; level 0 - no

gambling, Level 1 - gambler with no gambling problems, level 2 -
gamblers with some gambling problems, and level 3 - gamblers
with significant gambling problems.
Level 0 Gambling
This refers to only people who have never gambled. A distinct
classification is ‘past year level 0 gamblers’ used to describe who
have not gambled in the past year.
Level 1 Gambling
This refers to social or recreational gambling where wagering has
not resulted in any significant problems. In Countries where
gambling is allowed, this level includes a large majority of the
population. Due to this fact, it also describes the widest range and
variety of gamblers, from those who bet $1 a year to those who visit
casinos twice a month. As long as no gambling related problems
occur the gamblers are classified as level 1.

Level 2 Gambling
This refers to wagering to the extent that some gambling related
problems have developed. Level two gambling can be referred to
as at risk gambling, and in transition gambling. Disordered
gambling and problem gambling can be used to describe both level
two and level three gamblers. The nature, frequency and degree of
gambling problems are what distinguish level 2 from level three.
Some may have been criticised for how often or how much they
gamble, some may have begun to borrow from household funds,
some may have begun to develop gambling related debts.
Otherwise there is great diversity within this group of the general
population. What is certain is that individuals in this group never
present themselves for treatment.
Level 3 Gambling
This refers to wagering to the extent that significant gambling
related problems have developed. Gambling has begun to interfere
with daily functioning. Marriage break up, entire paycheque spent
on gambling, loss of home or job. Level three gamblers are often
referred to as disordered gamblers and problem gamblers as well as
compulsive gamblers. At this level individuals began to show the
signs and symptoms that result in a diagnosis of pathological
gambling.
In the general population approximately 10 percent are Level 0; that

is non gamblers according to the NRC definition. Around 79 percent
of the general population are level two recreational gamblers with
no problems. Around 10 percent of the general population are Level
2 gamblers who have some gambling related problems. From one
percent to around 3 percent of the general population have
significant gambling problems.
Robert L. Custer, M.D., identified six types of gamblers:
• Professional Gamblers
Professional gamblers make their living by gambling and thus
consider it a profession. They are skilled in the games they choose
to play and are able to control both the amount of money and time
spent gambling. Thus, professional gamblers are not addicted to
gambling. They patiently wait for the best bet and then try to win as
much as they can.

• Antisocial or Personality Gamblers
In contrast to professional gamblers, antisocial or personality
gamblers use gambling as a way to get money by illegal means.
They are likely to be involved in fixing horse or dog races, or playing
with loaded dice or marked cards. They may attempt to use a
compulsive gambling diagnosis as a legal defense.
• Casual social gamblers

Casual social gamblers gamble for recreation, sociability and
entertainment. For them, gambling may be a distraction or a form
of relaxation. Gambling does not interfere with family, social or
vocational obligations. Examples of such betting are the occasional
poker game, Super Bowl bets, a yearly trip to Las Vegas and casual
involvement in the lottery.
• Serious Social Gamblers

In contrast, serious social gamblers invest more of their time in
gambling. Gambling is a major source of relaxation and
entertainment, yet these individuals place gambling second in
importance to family and vocation. This type of gambler could be
compared to a ‘golf nut,’ whose source of relaxation comes from
playing golf. Serious social gamblers still maintain control over their
gambling activities.
• Relief and Escape Gamblers

Custer's fifth type, relief and escape gamblers, gamble to find relief
from feelings of anxiety, depression, anger, boredom or loneliness.
They use gambling to escape from crisis or difficulties. Gambling
provides an analgesic effect rather than a euphoric response. Relief
and escape gamblers are not compulsive gamblers. They are
identical to relief and escape drinkers.
• Compulsive Gamblers
Compulsive gamblers have lost control over their gambling. For
them, gambling is the most important thing in their lives.
Compulsive gambling is a progressive addiction that harms every
aspect of the gambler's life. As they continue to gamble, their
families, friends and employers are negatively affected. In addition,
compulsive gamblers may engage in activities such as stealing,
lying or embezzling which go against their moral standards.
Compulsive gamblers cannot stop gambling, no matter how much
they want to or how hard they try.

Benefits of Gambling
From the above, it can be seen that gambling does not affect all
individuals negatively. From the consumers' perspective, a major
benefit of gambling is recreation. Gambling therefore attracts
individuals who derive pleasure from the venues, the social
interaction, the risk of one's money, and the thrill of anticipation,
while also buying the hope of a win.
Activity 7.1
How would casino staff be able to distinguish a level 2 gambler

from a level 3 gambler?
Activity 7.2
Explain the difference between a professional gambler and a

pathological gambler.
Summary
the level of gambling individuals engage in can be distinguished in
simple terms; level 0 - no gambling, Level 1 - gambler with no
gambling problems, level 2 - gamblers with some gambling
problems, and level 3 - gamblers with significant gambling
problems.
In addition, six types of gamblers can be identified based on their

gambling habits. These are:
• Professional gamblers
• Antisocial or personality gamblers,
• Casual social gamblers
• Serious social gamblers
• Relief and escape gamblers
• Compulsive gamblers

Prevalence of Gambling Problems
Prevalence of gambling will usually be analysed based on

demographic characteristics. Demographics refers to selected
population characteristics as used in government, marketing or
opinion research, or the demographic profiles used in such
research. Commonly-used demographics include race, age, income,
disabilities, mobility educational attainment, home ownership,
employment status, and even location. Distributions of values
within a demographic variable, and across households, are both of
interest, as well as trends over time.
Demographic Correlates of Disordered Gambling

The individuals who make up the 11 to 13 percent of the general
population who are either Level two or Level three gamblers have
disproportionately more young, poorly educated, unemployed,
unmarried men of lower economic status than the general
population.
• Age
Age is inversely related to problem gambling in the general
population. ‘Disordered gambling is young adults and adolescents
than it is older adults.’ (Petry)
• Race
Ethnic minorities (non white ethnicity in the U.S.A or culturally
alienated minorities else where) have been shown to be associate
with the risk of developing disordered gambling habits.
• Social and Economic Status

Lower social economic status is consistently associated with
increased rated of disordered gambling. As with ethnicity there may
be other issues that confuse or confound this finding i.e. less
education being consistently associated with lower socioeconomic
status.
• Marital Status
Disordered gamblers are consistently much more likely to be
unmarried, divorced or separated. The correlation between these
variables is clear. What is not clear is which influences which.
Correlation does not mean cause or the direction of causality.
Divorce and Separation as likely to be results of disordered
gambling.

• Gender
Male gender is repeatedly and consistently shown to be correlated
with problem gambling.
• Education
There is a general correlation between lower education
achievement and problem gambling.
Prevalence Rates in Special Populations

Four other special groups have been identified as populations over
represented in Level two and there and therefore other members of
those groups are more at risk of becoming gambling addicts. Petry
(2005)
• Substance Abusers (Cocaine, Marijuana, Alcohol)

Substance abusers experience gambling problems more frequently
than the general population. This likely has some relation to the role
that poor impulse plays in addiction and how substance abuse
affects impulse control.
• Older Adults
Those over the age 61 years begin gambling as recreational and
social activity. While gambling problems are not generally a
problem among older adults there are statistically recognisable
increases after retirement. This is likely due to increased availability
of non productive time.
• Employees in Special Fields

Specific studies revealed gambling problems in a larger number of
employees than expected in the general population in institutional
settings, academic health centres, gaming and casino employees.
While the relationship is unclear for university health centres the
likely hood of poorly screened employees plus the exposure to
gambling likely play a role in the rates among casino workers.
• Gamblers or People Taking Exit Polls at Casinos Who Also

Purchased Lottery Tickets
These gamblers are more likely to have gambling problems than the
general population. This suggests that these individuals are
becoming more generalised in their gambling behaviour. That is if
an opportunity presents itself they are much more likely to gamble.

Activity 7.3
What are the demographic correlates that profile the pathological

gambler in the U.S.A?
Summary
Prevalence of gambling problems are usually analysed based on
demographic characteristics. Disproportionately more young,
poorly educated, unemployed, unmarried men of lower economic
status than the general population are level 2 and level 3 gamblers.
Gambling Addiction
A compulsive or pathological gambler is someone who is unable to

resist impulses to gamble. This leads to severe personal and/or
social consequences. A pathological gambler usually progresses
from occasional gambling to habitual gambling. As the gambling
progresses, the gambler begins to risk more, both personally and
financially. This often leads to severe personal problems, financial
ruin and criminal behaviour to support the gambling habit.
The most common symptoms of problem gambling are:

• Occasional gambling becomes habitual;
• Loss of control over time spent gambling;
• Gambling continues, whether winning or losing, until all money
is lost or the game is terminated;
• Gambling until large debts are accumulated;
• Lack for concern for society’s expectations and law; and
• Unlawful behaviour may occur to support the habit and pay
debts.
When the above mentioned symptoms are present, gambling is

considered a disorder.
Stages of Gambling Addiction

Naken (1988) identifies 3 stages of addiction:
• Stage One – Internal Change
• Stage Two – Lifestyle Change
• Stage Three – Loosing Control

Problem gamblers go through the same stages. The recovery
process will depend on the stage of addiction the person is in when
seeking treatment.
Stage One – Internal Change

The gambler develops a dependence on gambling. The following
changes take place at this stage:
• Negative changes take place within the gambler.
• These changes are not yet obvious to others.
• The gambler has a new sense of competence, power and
control.
• The gambler feels a sense of euphoria and exhilaration.
• The gambler views gambling as harmless entertainment or as a
release.
Stage Two – Lifestyle Change

A gambling problem becomes obvious to those closest to the
gambler. The following changes take place at this stage:
• The gambler’s whole lifestyle is affected by gambling.
Relationships with others are negatively affected (arguing with
family and friends, conflict with coworkers)
• The gambling problem becomes obvious to those closest to the
gambler.
• The gambler’s productivity decreases (irresponsibility,
procrastination).
• The gambler becomes more consumed with gambling.
• Lies and deception become a regular part of the gambler’s life.
• The gambler begins stealing money and using other dishonest
means to gamble.
Stage Three – Losing Control

The gambler loses all control. Gambling becomes his or her master.
The following changes take place at this stage:
• The euphoria from gambling is gone but the gambler keeps
gambling anyway.
• Gambling addiction dominates every facet of the gambler’s life.
• The gambler becomes totally enslaved to gambling.
• The gambler’s social world consists mostly of other gamblers.
• The gambler’s most important relationships become severely
damaged or destroyed.
• Most of the gambler’s awake hours are spent gambling or taking
steps to gamble.
• Chaos and complete loss of control characterize the gambler’s
life.
• Legal problems mount (the gambler may be arrested for
stealing or embezzling).
• The gambler files for bankruptcy.
• The gambler begins contemplating suicide.
• The gambler attempts suicide.
Summary
A compulsive or pathological gambler is someone who is unable to
resist impulses to gamble. This leads to severe personal and/or
social consequences. Addiction does not happen overnight, but
rather in stages. Naken identifies 3 stages of addiction:
• Stage One – Internal Change
• Stage Two – Lifestyle Change
• Stage Three – Loosing Control
Impact and Costs of Problem Gambling
Psychological Issues Associated With Problem Gamblers

There are a number of features widely recognised as characteristics
of problem gambling, although not all of these aspects have to be
present in a person who is regarded as being a problem gambler.
The aspects include:
• Personal and Psychological Characteristics

Difficulties in controlling expenditure; anxiety, depression or guilt
over gambling; thoughts of suicide or attempted suicide; use of
gambling as an escape from boredom, stress or depression; thinking
about gambling for much of the time; and giving up formerly
important social or recreational activities in order to gamble.
• Gambling behaviours
Chasing losses, spending more time or money on gambling than
intended and making repeated but failed attempts to stop
gambling.
• Interpersonal problems
Gambling-related arguments with family members, friends and
work colleagues, relationship breakdown, or lack of time with the
family.

• Job and study problems
Poor work performance, lost time at work or studying and
resignation or sacking due to gambling. The financial and social
impact of problem gambling is felt in the workplace, where
absenteeism, theft, lower productivity and job loss can be costly to
both workers and employers. Problem gamblers are also more likely
to ask for advances on their pay and to borrow from fellow
employees. This compares to frequent, non-problem, gamblers who
report no such effects of gambling on their performance at work.
• Financial effects
Large debts, unpaid borrowings and financial hardship for the
individual or family members (either in the present, in the case of
high gambling commitments out of current earnings, or in the
future, in the case of assets that are liquidated to finance gambling).
• Legal problems
Examples are misappropriation of money, passing bad cheques, and
criminal behaviour due to gambling. In severe cases, these may
result in court cases and prison sentences.
The primary, though not only, source of the problem associated

with problem gambling is the financial loss which then has a range
of repercussions for the social and personal life of the gambler. This
is unlike alcohol or tobacco, where the harms appear to stem mainly
from the quantity consumed.
Affordability is very important. The level of expenditure and time

spent on gambling activities does not mean that a person has a
problem with gambling, because they are relative to each person’s
available leisure time and disposable income, factors which are
found to vary enormously across socioeconomic groups. For
example, a high income gambler who loses $10,000 a year out of an
income of $200,000 will probably not suffer significant adverse
consequences, whereas the same expenditure out of an income of
$50,000 will probably entail highly problematic outcomes.
Financial Loss is the main trigger for problem gamblers to give rise
to a range of social and personal repercussions.

Stress
Job loss, Poor Debt,
Performance Asset Loss
Personal
Work & Study Financial
Impacts Bankruptcy
Community Legal
Service
Interpersonal
Charities, Theft, Fraud,

Public purse Prison
Neglect,
Violence
Fig 7.1 Impact of problem gambling on a gambler’s life
Research from around the world indicates that for every problem
gambler, up to 12 other people are affected (family, friends, and
colleagues). The main impacts stem from the following:
• Personal – stress, depression, anxiety, ill health, suicide

• Financial – debts, loan sharks, assets losses, bankruptcy
• Legal – theft, fraud, embezzlement, imprisonment
• Interpersonal – neglect of family, domestic/other violence,
divorce
• Community Services – loads on public purse and charities
• Work and study – poor performance, absenteeism, job loss
Impact on the Family

For non-problem gamblers, the money spent on gambling does not
affect family finances to the extent that it is money put aside for
entertainment. But for problem gamblers, excessive spending on
gambling has serious consequences for the family. Often it means
that bills don’t get paid, utilities are cut off and the grocery money
dwindles.

Problem gamblers tend to devote large amounts of money and
time on gambling, and these commitments have severe
consequences for the well being of their family. This, together with
deception about their gambling and the anxiety, mood swings and
stress accompanying their gambling, not only generate relationship
frictions, but health and mental distress for the partners.
The children of problem gamblers are affected in many ways and,

lacking the autonomy, maturity, access to help, and power of adult
partners, may have less control over the situations in which they
find themselves. The most immediate concern for children’s welfare
in problem gambling households is poverty. Problem gambling eats
up resources that otherwise would be spent on household
members – from family entertainment, a serviceable car, a pleasant
home, holidays, and even food.
Costs of Problem Gambling

Problem gambling does not only have cost implications for the
gambler and his/her family, but also for the government and the
community. The following are examples of the costs of gambling:
• Cost of regulation;
• Increased welfare demand;
• Family breakdown;
• Cost of crime, petty, organised or white collar;
• Shift in spending away from small business.
Activity 7.4
Explain the psychological issues associated with a problem

gambler.
Summary
Problem gambling impacts all aspects of a gambler’s life, including
his family life, his work and his social life. He will also expereince a
range of personal and psychological characteristics such as anxiety
and depression. The severe financial impact of gambling will also
lead to other problems such as debts, unlawful borrowing of money
and even crime and legal problems.

Governments and the local community often pay the costs of
treating and supporting problem gamblers.
Phases of Gambling and Recovery – The effects on the

Gambler and the Spouse
The following are the various phases that a compulsive gambler will
pass through.
• Winning Phase
During the winning phase the gambler will experience instances
from, occasional gambling – frequent winning, excitement prior to
him winning – more frequent gambling, fantasies about winning
the ‘Big One’. He will start increasing the amount and number of
bets hoping to win the big one.
• Losing Phase
Then comes the loosing phase, he starts gambling alone, only thinks
about gambling, starts bragging about his wins, develops
unreasonable optimism and has prolonged episodes of loosing. He
starts covering up and lying, starts losing time off from work and his
personality starts to change – he becomes irritable, restless and
withdrawn. He can’t stop gambling and borrows money legally but
delays paying his debts. His home life becomes unhappy.
• Desperation Phase
In the phase he starts borrowing heavily, both legal and illegally but
are unable to repay his debts. His reputation gets affected. He has a
marked increase in amount of money and time spent gambling. He
becomes alienated from his friends and family. Panic sets in and he
begins committing illegal acts. He might blame others for his
demise.
At this stage, the gambling problem leads to the following:

• Hopelessness
• Suicide Thoughts & attempts
• Arrests
• Divorce
• Alcohol
• Emotional Breakdown
• Withdrawal Symptoms

Chart 7.1 The phases that the Compulsive Gambler will pass through

• Critical Phase
In this phase the gamblers realizes that he must stop gambling and
has an honest desire for help. He starts thinking responsibly, takes
stock of his life, examines his spiritual need, starts taking decisions,
returns to work, starts paying the bills, has a budget, has a
restitution plan and improves his family life.
• Rebuilding Phase
During this phase he develops new goals and new interests. He
accepts self weakness and strengths, his self respect starts to return
and his family and friends begin to trust him again. Becomes more
relaxed, has less irritating behavior patterns, spends more time with
his family and his preoccupation with gambling decreases.
• Growth Phase
In this phase he starts dealing with problems promptly, has an
insight into himself, starts giving attention to others, starts
understanding himself and starts sacrificing for others.
Effects of Compulsive Gambling on the Spouse

Compulsive gambling does not only devastate the gambler’s life,
but also that of their spouses and family members. The spouse of a
compulsive gambler will go through various phases through the
onset and intensifying of the gambling problems. The following
phases and impacts are identified:
• Denial Phase
The spouse will deny that any gambling is happening in the family,
keep concerns to herself, considers the gambling problem as
temporary, starts to question unpaid bills, starts worrying, financial
crises starts, she will make excuses for the gambling, she will accept
the increase in gambling, easily reassured, accept the remorse
offered by the gambler.
• Stress Phase
In this phase the spouse spends less time with family, feels rejected,
attempts to control the gambling, avoids her family and friends,
arguments start easily, puts more demands on the gambler,
provides bailouts. She starts isolating herself.

• Exhaustion Phase
During this phase the spouse has intense resentment towards the
gambler, her thinking becomes impaired, she gets confused and
doubts her sanity. Her physical symptoms are filled with rage,
anxiety and panic.
The first three phases lead to the feelings listed below:

• Helplessness
• Hopelessness
• Mental Breakdown
• Substance Abuse
• Divorce
• Suicidal Thoughts and Attempts
• Critical Phase
During this phase she becomes hopeful and accepts the problem as
an illness. She does a personal inventory, has a desire for help and
her guilt diminishes. She accepts her friends again. She stops
giving money (bailouts).
• Rebuilding Phase
In this phase the spouse deals with her resentments and begins
problem solving. She has better self esteem, her self confidence
returns, she has closeness with her friends and family and starts
understanding others. She recognizes her self needs and has
realistic planning and decision making.
• Growing Phase
During this phase she starts communicating with everyone, starts
helping others, and starts sharing again. She becomes more
relaxed, she starts to meet her own needs, she becomes more
affectionate and trusting, starts sacrificing for others and she has a
sense of achievement.
Activity 7.5
What is meant by the term ‘rebuilding phase’?

Chart 7.2 The phases that the Spouse of the Compulsive Gambler will pass
through

Summary
The compulsive gambler will pass through the following stages
through addiction and recovery:
• Winning phase
• Losing phase
• Desperation phase
• Critical phase
• Rebuilding phase
• Growth phase
The spouse of the compulsive gambler will experience a variety of

personal and psychological effects that can be described through
the following phases:
• Denial phase
• Stress phase
• Exhaustion phase
• Critical phase
• Rebuilding phase
• Growing phase
Gambling Behaviour
Casino employees must be aware of gambling patterns and

behaviour that might indicate a gambling problem. When they
notice clients behaving irrationally, it must be brought under the
attention of a manager or responsible gambling officer.
Some predictors of problem gambling are:

• Gambling continuously;
• Playing very fast;
• Leaving the venue to find money;
• Crying after loosing; and
• Being nervous and edgy.
Only two of these indicators need to be displayed for 80%

confidence of problem gambling. Gambling behaviour displayed
by male and female problem gamblers varies slightly.

Male problem gamblers can be identified with three of the
following cues:
• Gambling for more than 3 hours without taking a break
• Sweating a lot
• Difficulty in stopping at closing time
• Displaying anger
Female problem gamblers can be identified by two of the following

cues:
• Kicking machines
• Being nervous or edgy
• Gambling so intensely so as not to be aware of surroundings
• Multiple ATM withdrawals
• Being angry if machine or spot is taken
Alcohol and Gambling

Casinos make alcoholic beverages available to clients as part of the
service provided. The consumption of alcoholic beverages affects a
person’s judgment. The consumption of alcohol together with
gambling activities may lead to:
• Social gamblers wagering more than they normally would;
• Impaired judgment on when to stop, or not chasing their losses;
• Excessive gambling risks;
• More distortion about the time spent on gambling; and
• Anti-social behaviour due to excessive loss of money.
As part of the responsible gaming programme the gambling

providers need to be aware of the implications of combining
alcohol and gambling. Gambling providers have to serve and
promote alcoholic beverages responsibly. Alcoholic beverages
should not be offered as an enticement to gamble.
The adoption of best practice principles can lessen gambling and

liquor abuses, and improve the impact of problem gambling and
alcohol related problems, not only for the venue, but also for the
community.
Intoxicated patrons must not be sold or supplied with liquor and

may be removed from the premises. Intoxicated patrons must not
be provided with gambling services.

One characteristic of many problem gamblers is the high degree of
involvement in other forms of addictive behaviour such as alcohol
or drug abuse. Whether or not gambling creates, or contributes to
other addictive behaviours is a matter of some debate, as is the
question of which addiction comes first.
Amount of Spend
One of the biggest problems faced by the casino is the actual
amount of money that clients should be allowed to spend.
Although it is possible to monitor the amount spent by a client,
there is no way to monitor the amount of money in the client’s bank
account. The onus has always been on the client to control his
spend. The amount of spend is also how the casino judge the value
of their clientele. This is where the term ‘High Roller’- ‘Low Roller’
come into play.
When it becomes a responsible gaming issue is unfortunately once

the client has spent his life savings or entire salary. The problem
becomes twofold as at this stage the client could become a social
burden to the country of his residency.
Clients who are unable to control the amount they spend in the
casino are at high risk of developing gambling problems.
Frequency of Visit
Frequency of visits can be one of the first indications of gambling
problems. When a gambler starts to become an irresponsible
gambler, visits not only to casinos but also to any other form of
gambling, e.g. internet, horse racing, lotto as well as sports books,
increases.
Casinos can track the frequency of visits through their reward

systems, but the tracking of a client can only be done if the client is
a member of the player tracking system. Alternatively if clients are
not part of a player tracking system, they could be tracked through
the staff members that keep daily records of visitors, or get to know
the client’s by name.
In Singapore it will be possible to track the frequency of visits of

local residents to the casino, as they would be required to produce
identification upon entry and pay an entrance fee. This entrance
criteria is strictly been put into place to protect the person who may
have the underlying tendencies to become a habitual gambler.

In some instances a client could visit a service area several times a
day, e.g. before work, lunchtime, after work and again after evening
dinner. Another problem is that one casino might not be aware of
the number of visits a client makes to another casino.
From the example it shows that the customer could visit the
integrated resort or any casino around four times in one day.
Although this might seem extravagant, these visitations would
show a trend towards problem gambling.
Gambling providers’ player tracking rewards programs are set to

work out the clients’ average spend within the casino or gambling
area. This figure in the database takes the following into
consideration:
• Time spent gambling
• Average bet
• Percentage hold of the game being played
• Amount of visits that the client visits.
Responsible gambling ethics suggest that the casino should inform

the clients when they are visiting too often or spending too much
time in the casino. But casinos, as businesses, are still to meet the
revenue budgets set. Management has to balance business
objectives with responsible gambling ethics.
Length of Visit
The length of visit is very difficult to ascertain within the casino
industry as the only way the casino can gauge the length of visit is
by the entrance figures on a daily basis, as well as length of play that
they record in the reward system. The downfall of the system is that
the client could be in the establishment for a longer period of time
than what the casino management know or take notice of. The
second part of the downfall side of the length of visit is that the
client could give false information when playing on the live gaming
tables.
Although the Singapore Control Act requires that there is a record

kept of the entrance figures for visitation to the integrated resorts,
there are no exit figures required.
The onus is on the gambling provider to have the responsibility to

check all the facilities for clients/patrons who may be lounging
around and not being responsible in the vacating of the premises.

Summary
Casino employees must be aware of gambling patterns and
behaviour that might indicate a gambling problem. Behavioural
patterns that can be monitored by casinos include the frequency of
visits, the length of visits and the amount spent.
The consumption of alcohol influences the gambler’s behaviour in

various ways and gambling providers has to be ethical with regards
the service and promotion of alcoholic beverages.

Topic 8
PROBLEM GAMBLING SUPPORT PROGRAMMES
Objective
This chapter will introduce students to the treatment and support

programmes available for problem gamblers. Students will get to
appreciate the need and demand for such services.
Learning Outcome
• Discuss the need and demand for problem gambling treatment

programmes.
• Describe access and referrals to treatment programmes.
• Provide examples of counselling and treatment programmes
and discuss the work done by treatment providers.
Introduction to Support Programmes
Throughout the casino environment there coexists various different

forms of problem gambling support services. These are recognised
internationally and provide a service to the gambling industry as
such. The gambling service providers are positive about there
approach to the clients when recommending support for the clients
who have a gambling problem.
Although these problem gambling support services take different

approaches to the gamblers problem, they all attempt to help the
client resolve the issues that he has with gambling. Support
programmes can be in the form of medical treatment, support
groups such as Gamblers Anonymous, governmental organisations
as well as private organisations.

The Gaming Industry and Gambling Addiction Services
The gaming industry has typically viewed pathological gambling as
a rare mental disorder that is predominantly physically and/or
psychologically determined. It supports recent findings that suggest
many problem gamblers have transient problems that often self-
correct. Currently, gambling providers in the UK are not compelled
to supply patrons with help and advice about gambling problems,
and have been reluctant to engage directly in interventions. Some
gambling providers however, have taken the initiative to address
the issue of gambling addiction within their businesses. Secondary
prevention efforts by the gaming industry have included the
development and implementation of employee training
programmes, mandatory and voluntary exclusion programmes and
gambling venue partnerships with practitioners and government
agencies to provide information and improved access to formal
treatment services.
Implementation of secondary prevention efforts by the gaming

industry, such as employee training programmes and exclusion
programmes, have not always been of the highest quality and
compliance has often been uneven. In addition, observations from
abroad appear to demonstrate that efforts by the gaming industry
to address gambling addiction tend to compete with heavily
financed gaming industry advertising campaigns that may work
directly to counteract their effectiveness (Griffiths, 2005e). Although
advertising of gambling is very restricted at present, this is likely to
become much more liberal over the next decade.
The Demand for Counselling and Treatment

From the article below, the demand for treatment of gambling
related problems in the UK can be seen.
Gambling addicts soar by 25% under Labour's lax laws as

average debts rises to £17,000 p.a
By Ian Drury, Mail on Sunday, October 16, 2008.
UNITED KINGDOM -- The number of problem gamblers seeking

help has rocketed by 25 per cent since Labour controversially
relaxed the laws. Nearly 38,000 people called a betting addiction
hotline last year compared with just over 30,000 in the previous
year.

And the average amount of debt soared from £13,800 to £17,500,
up nearly £4,000 in 12 months. Seven per cent of callers admitted
to owing more than £100,000.
Gamcare's annual report said the record 37,806 calls to its helpline
last year was a 25 per cent increase on 2006. There were also 1,407
requests for help to online advisers. Most commonly, those
seeking help were aged between 26 and 35. Worryingly, a small
proportion - between 3 and 4 percent - were under 18. The
number of women problem gamblers ringing the helpline jumped
from 13 to 18 per cent to comprise nearly a fifth of callers. Almost
60 per cent of those calling by phone were involved in gambling
on fixed odds terminals, usually found in betting shops, or staking
money over the counter on horses, greyhounds and football.
Another fifth played fruit machines. Thirty per cent of those
seeking help via the website said they had problems with 'table
games' - poker, roulette and other card games often played on
internet sites. Around 50 per cent placed their bets in
bookmakers' shops while nearly one in seven gambled on the
internet. Women problem gamblers were more likely to fritter
away money on 'games of chance' – table games, fruit machines,
bingo or scratchcards.
The number of counseling sessions offered by Gamcare increased

to 9,594 last year, up 36 per cent.
GamCare is just one organisation in the UK offering counselling to

problem gamblers. The number of gamblers seeking treatment is
much higher as some of them will also get counselling through
Gamblers Anonymous and other organisations. It must also be
remembered that not all problem gamblers seeks treatment. The
number of problem gamblers is much higher than the number
seeking treatment.
Demographics of Gamblers Seeking Treatment

Nancy Petry’s research on treatment seeking gamblers is in sharp
contrast to the demographic profile of heavy and problem
gamblers. In terms of age, the demographic material suggests that
middle aged gamblers are much more likely to seek treatment.
When we add to this the results for married and employed
individuals in the light of the process of addiction we will examine
later, we can guess (hypothesize) that the middle aged problem
gambler has more to lose than the younger gambler.

• Age
Younger gamblers are underrepresented in the demographic group
of gamblers seeking treatment. Unlike the profile of the problem
gambler where they are over represented there are few young
people seeking treatment for gambling problems.
• Ethnicity
In American demographic studies it is found that Caucasians are
more likely to seek treatment than other ethnicities.
• Socioeconomic status
Education: The more educated a level three gambler the more
likely they were to seek treatment
Income: Higher income level three gamblers appear to be more
likely to seek treatment than lower income gamblers.
• Marital status
Married gamblers are more likely to seek treatment than unmarried
gamblers.
• Gender
Men are heavily over represented in treatment seeking population.
Summary
Responsible gambling practices require gambling providers to act
responsibly by referring problem gamblers to treatment and
counselling programmes. However, this might be against the
gambling providers’ business interest and this is one of the reasons
why gambling providers do not always live up to the expectations
of responsible gambling practices.
There is a serious need for treatment and counselling as the number

of problem gamblers are increasing every year. Not all problem
gamblers will seek treatment.
Accessing Treatment – Referral Paths
People suffering from problem gambling can access free or self-

funded treatment via a number of routes.

Self-referrals
Problem gamblers can self-refer by contacting one of the many
available community addiction centres and clinics where they can
have an individual consultation before commencing a treatment
programme. Some providers will allow individuals to drop in
without an appointment. These support centres can also be
reached through the internet and by contacting them on toll-free
hotlines.
GP referrals
Some GPs have undergone additional training in addiction
management and run special clinics within their own surgery. When
this is the case, a GP may not necessarily refer someone to another
centre. Many GPs, however, will refer the person to the local
addiction specialist for an assessment and a treatment plan. These
units have specialist addiction management psychiatrists and
nurses, counsellors, and social workers working with them. Often
treatment is provided on a ‘shared-care’ basis. This may involve the
GP providing certain parts of treatment, for example, appropriate
prescriptions and treatment for addiction-related health problems,
while the specialist addiction team provides ongoing monitoring
and counseling. Where possible, a person is given the choice of
where he or she is treated. Some prefer to be looked after in the
familiar surroundings of their general practice, and even if the GP is
not able to provide the treatment, arrangements can often be made
for the person to be seen by the community specialist addiction
nurse or counselor within the general practice. Other people
however, prefer to be looked after at a specialist addiction unit
because of the anonymity this allows and the fact that everyone is
there for the same reason (BBC Health: Help from your GP).
Court referrals
It is also worth mentioning that there are an increasing number of
court cases involving problem gambling and that judges often give
non-custodial sentences alongside referral for gambling treatment.
One of the problems with this particular referral path is that the
problem gambler may not have any motivation to stop. It is not
unknown for a problem gambler to say they will attend gambling
treatment as a way of helping them get a reduced sentence.
Activity 8.1
What is meant by court referrals?

Summary
The compulsive gambler or client has at his disposal different ways

of which he can access treatment, or ask for help. These include
self-referrals, GP referrals and court referrals.
Counselling and Treatment Providers
Gamblers Anonymous (GA)

The most acknowledged problem gambling
assistance program worldwide is Gamblers
Anonymous. This is a self help group that has a
set of principles which they are guided by. The
contactable references are through either the
internet or newspapers (media).
Gamblers Anonymous (GA) was founded in California in 1957. It is

one of the most well-known and most frequently used resources for
excessive gamblers. This organisation, which was inspired by
Alcoholics Anonymous, functions according to the same principles.
Gamblers meet on a weekly basis, discuss their gambling problems,
and support each other in order to stop gambling or remain
abstinent. By participating in GA meetings, gamblers can open up,
even relate to other gamblers who are experiencing or have
experienced the same things, thus decreasing their feelings of
isolation.
Gamblers Anonymous is the most popular intervention for problem

gambling, and about 1,000 chapters exist in the U.S. However, some
evidence suggests that GA may not be very effective. Studies
suggest that only 8 % of GA attendees achieve a year of abstinence.
Combining professional therapy and GA participation may improve
retention and abstinence. Marital and family treatments, including
participation in Gam-Anon, the spousal component of GA, have not
been sufficiently evaluated. Retrospective reports indicate that 70 to
90 % of GA attendees drop out and that less than 10 % become
active members. Moreover, only 8 % of attendees achieve a year or
more of abstinence. Thus, while GA may help some people achieve
and maintain abstinence from gambling, it seems to have beneficial
effects for only a minority of participants.

Gamblers Anonymous is essentially based on the medical model –
in other words, its members see gambling as an irreversible disease
and promote total abstinence. Gamblers who join undertake a 12-
step program during which gamblers reflect on their problem and
modify their behaviour. These 12 steps are presented below.
1. We admitted we were powerless over gambling – that our

lives had become unmanageable.
2. We came to believe that a Power greater than ourselves could
restore us to a normal way of thinking and living.
3. We made a decision to turn our will and our lives over to the
care of this Power of our own understanding.
4. We made a searching and fearless moral and financial
inventory of ourselves.
5. We admitted to ourselves and to another human being the
exact nature of our wrongs.
6. We were entirely ready to have these defects of character
removed.
7. We humbly asked God (of our understanding) to remove our
shortcomings.
8. We made a list of all persons we had harmed and became
willing to make amends to them all.
9. We make direct amends to such people wherever possible,
except when to do so would injure them or others.
10. We continued to take personal inventory and when we were
wrong, promptly admitted it.
11. We sought through prayer and meditation to improve our
conscious contact with God as we understood Him, praying
only for knowledge of His will for us and the power to carry
that out.
12. Having made an effort to practice these principles in all our
affairs, we tried to carry this message to other compulsive
gamblers.
According to GA, success is complete abstinence from gambling for

a period of at least two years. GA groups are a very important
resource for gamblers who, quite often, find comfort and
understanding within them.
Gamblers Anonymous offers the following questions to anyone who

may have a gambling problem. These questions are provided to
help the individual decide if he or she is a compulsive gambler and
wants to stop gambling. These questions are below:

1. Did you ever lose time from work or school due to gambling?
2. Has gambling ever made your home life unhappy?
3. Did gambling affect your reputation?
4. Have you ever felt remorse after gambling?
5. Did you ever gamble to get money with which to pay debts or
otherwise solve financial difficulties?
6. Did gambling cause a decrease in your ambition or efficiency?
7. After losing did you feel you must return as soon as possible
and win back your losses?
8. After a win did you have a strong urge to return and win
more?
9. Did you often gamble until your last dollar was gone?
10. Did you ever borrow to finance your gambling?
11. Have you ever sold anything to finance gambling?
12. Were you reluctant to use "gambling money" for normal
expenditures?
13. Did gambling make you careless of the welfare of yourself or
your family?
14. Did you ever gamble longer than you had planned?
15. Have you ever gambled to escape worry, trouble, boredom or
loneliness?
16. Have you ever committed, or considered committing, an
illegal act to finance gambling?
17. Did gambling cause you to have difficulty in sleeping?
18. Do arguments, disappointments or frustrations create within
you an urge to gamble?
19. Did you ever have an urge to celebrate any good fortune by a
few hours of gambling?
20. Have you ever considered self destruction or suicide as a result
of your gambling?
Most compulsive gamblers will answer yes to at least seven of these

questions.
GamCare
GamCare, a registered charity, has become the
leading authority on the provision of
counselling, advice and practical help in
addressing the social impact of gambling in the
UK. GamCare provides support, information
and advice to anyone suffering through a
gambling problem.

GamCare takes a non-judgemental approach to gambling. They do
not wish to restrict the choices or opportunities for anyone to
operate or engage in gambling opportunities that are available
legally and operated responsibly.
They strive to develop strategies that will:

• Improve the understanding of the social impact of gambling
• Promote a responsible approach to gambling
• Address the needs of those adversely affected by a gambling
dependency
GamCare operates the national telephone helpline for anyone

affected by a gambling problem and operates a network of both
face-to-face and online counselling and support services.
Additionally, GamCare works to support the development and
implementation of responsible practice by the gambling industry.
Gordon House – United Kingdom

Gordon House Association believes that a severe addiction to
gambling, although having some parallels to a substance-based
addiction, needs an inherently different approach to treatment. This
is not so much due to differences in the various addictions
themselves but due to the associated behaviors.
Gordon House Association works only with the most severe

gambling addicts, therefore new clients will almost certainly have
been severely abusing the trust of others to support their habit.
Therefore Gordon House Association provides an extremely high
level of support to clients early in recovery. Those in residential
treatment are provided with 'minders' or support workers who help
them budget and avoid those places, and situations, that led to
their gambling in the past. Over the time they remain in treatment
they are 'weaned' off this high level of support as, with the help of
the others in treatment and their therapy sessions, they build their
own support networks and develop their own personal relapse
prevention strategies.
Gordon House Association also provides an Outreach Support

Service and an Internet Counseling Service.

The Outreach Support Service provides an individual face-to-face
service in the home of the client and group support sessions at each
of the residential centres for those able to travel. The Internet
Counseling Service is hosted on the Gordon House Association's
Website and provides confidential individual face-to-face
counseling for those with access to the necessary computer
equipment and voice or text service to those without such access or
those requiring total anonymity. There are also 'chat rooms' where
trained counselors can answer questions and membership groups,
e.g. ex-residents, where they can seek, and give, support.
Gordon House has over 31 years' experience of providing

specialised support and treatment to acutely addicted gamblers.
This has allowed them to develop treatment interventions that are
purely gambling focused and address the extremes of associated
behaviours. Because they specialise in gambling they create
therapeutic communities that consist entirely of addicted gamblers,
unique 'forums' wherein clients can discuss and learn to deal with
the reasons why they compulsively gambled and the extremes to
which they have gone to support their gambling, without it being
'sensationalised' or misunderstood.
Care Corner Counselling - Singapore

Care Corner Counselling Centre is one of the 2 pilot
agencies appointed by the Ministry of Community
Development, Youth and Sports (MCYS) to provide
specialised gambling counselling and support
services for gambling addicts as well as their
immediate families.
As a leader in the community services, they pride themselves as the

first port of call for clients that need help. Their dedicated and
professional team of counsellors is all trained under a special
gambling intervention programme run by the Community
Addictions Management Programme of Mental Health and MCYS.
Their gambling addiction solutions include a gambling hotline as

well as clinical counselling. Their main objectives are;
• To reduce the frequency of problem gambling;
• To understand the root of the problem and introduce ways to
address and cope with the issues; and
• To introduce an alternative healthy lifestyle to the addicts.

The Care Corner Centre provides:
• A meeting place of safety and learning for recovering people;
• A resource centre for recovering people, families treatment,
professionals, student and volunteers;
• A hub for recovery support groups and 12 Step fellowships;
• A holistic, caring nurturing environment; and
• An opportunity for the renewal and transformation of family
relationships.
They also run courses for professionals interested in studying

addictions and treatment. The center addresses all addictions
including gambling, alcoholism, drug addiction, eating disorders,
internet and gaming.
CAMP – Community Addictions Management Programmes –

Singapore
CAMP helps anyone suffering from an addiction
related problem. They run two Gambling
Helplines and a General Addictions Helpline to
provide support, offer information, and advice to
callers. Anybody with questions or concerns
about gambling, or any other addiction, can call
their help lines for immediate support.
The helpline is manned by a team of trained counsellors. All calls

will be treated as confidential. The counsellors will listen attentively
and provide advice, information and emotional support. If services
are required that cannot be provided by CAMP, the counsellors will
refer callers to the relevant agencies where you can get the help
they need.
The services offered by CAMP include:

• Counselling and rehabilitation (with pharmacotherapy when
necessary);
• Counselling using Cognitive Behavioural Therapy, Relapse
Prevention Training, 12-Step Support, and Psycho-dynamic
Therapy when necessary;
• Assessment of severity of the addiction, which includes Medical
Assessment, Mental Status Exam, social and psychological, and
motivational assessment;
• Individual. Group and Family Therapy;
• Medically supervised Detoxification Management;
• Medical support and medication during treatment to prevent
withdrawal and anxiety, when necessary;
• Peer led support groups;
• Outpatient follow-up;
• Referral Services;
• Preventive education;
• Training and educational programmes;
Treatment in Private Clinics

Gambling addicts can also seek treatment in private clinics, for
example the Kenilworth Addiction Treatment Centre in South Africa.
It comprises a free help-line available 24 hours a day staffed by
telephone counsellors specially trained to deal with gambling
problems. People who call this Centre are offered a free diagnostic
consultation with one of 39 clinical psychologists or psychiatric
social workers with specialist training in gambling problems located
at one of thirteen centres around the country. If the diagnosis
warrants it, patients may then join a course of six specially designed
individual outpatient sessions which are focused on overcoming
denial, understanding the nature of the problem, repairing
relationships with families and accessing self-help groups. All
therapists follow the six-session treatment programme developed
for this programme by the medical director. Clients are also offered
professional assistance with legal and financial management
problems where needed. In some cases, where the client is
adjudged a danger to themselves or to others provision is made for
in-patient treatment at one of three designated addiction treatment
clinics. All this is paid for by the RGP (Responsible Gambling
Program).
Activity 8.2
Explain in detail what Gamblers Anonymous is and how it works.
Activity 8.3
What is the difference between Gamblers Anonymous and Gam-

Anon?

Summary
The most acknowledged problem gambling assistance program
worldwide is Gamblers Anonymous. In this programme, gamblers
meet on a weekly basis, discuss their gambling problems, and
support each other in order to stop gambling or remain abstinent.
Other programmes available in the UK are GamCare and Gordon

House. In Singapore Care Corner and Camp offer counselling
services. Besides counselling services, gambling addicts can also
receive professional treatment at private clinics worldwide.
Activity 8.4 Case Study – Bank Fraud
Excerpts of Problem Gambling from the South African Responsible

Gambling News Letter 2008 issue Nine
The Ultimate Problem Gambler
Is Jerome Kerviel accused of perpetrating the biggest bank fraud

in history, involving £3.7 billion, actually just a problem gambler
of a different type?
When Jean-Pierre Mustier, the chief executive of corporate and

investment banking at Société Générale, put the 31-year-old
French junior trader through a six-hour grilling (this was before
the full extent of the loss was realised), Kerviel kept insisting that
he had been acting in the best interests of the bank.
As Gordon Rayner and Peter Allen of the Daily Telegraph

newspaper reported, “the fact that he had already lost more than
a billion pounds appeared lost on him, according to sources close
to the bank.”
They quoted one insider as saying that Kerviel “seems to have

been some kind of Walter Mitty character who had managed to
convince himself that he had come up with a great new trading
strategy, and if he was given time it would make a lot of money
for the bank."
But “in fact, Mr. Kerviel, 31, had fallen into the classic trap which
has ensnared so many other gamblers - he chased his losses,
betting more and more money in the hope of recovering what he
had lost until the losses spiraled out of control.”

Kerviel has come across as something of a mystery man.
According to colleagues he is a “computer genius” with
unspecified “personal problems” who speaks fluent English, lists
sailing as a hobby in his CV and was so accomplished at judo that
he trained children in his spare time.
None of these facts give a clue, however, as to his motivation for

embarking on his unauthorised trading spree. Rayner and Allen
quoted bank sources as saying that there was no evidence that he
was out for personal gain; “instead, they believe that Mr.. Kerviel,
who was earning around £75 000 - a modest sum for a trader who
had been at the bank for eight years – was desperately trying to
get noticed.”
Kerviel graduated from the Université Lumière in Lyon with a

master's degree in finance and landed a job in the bank's
compliance department in 2000. In 2005 he was promoted to the
Delta One trading team, which specializes in the futures markets,
but made little impact and was restricted to the most basic type of
trading. So in December last year he allegedly decided to start
trading by himself, using up to £60 billion of the bank's money to
bet on whether markets would rise or fall.
He was allegedly able to hack into the bank's computers to hide

his trading till he made a basic slip-up on Friday, when he failed to
disable the bank's automatic alert system and his irregular trading
suddenly showed up.
At the time the losses were around £1.2 billion, but as the markets
plunged in the early part of this week this trebled before the bank
was able to shut down the fake accounts he had created.

Activity 8. 5 Case Study – Text Messages
SMS’s and Gambling
The law will soon provide protection for people like Hendricus
Wessels, the pensioner who ended up owing Vodacom R48 000
because he responded like Pavlov’s legendary dog to SMSs urging
him to keep entering and win a BMW car.
If Wessels had responded like the dog by salivating when he

heard a bell ring no harm would have been done. But he sent off
an average of 320 SMSs a day in the last two weeks of 2007.
His quest for a new set of wheels ground to a halt on New Year’s
Eve when Vodacom informed him of the staggering bill he had
run up. When a consternated Wessels confessed that he had no
way of paying it, Vodacom promptly suspended his service,
although it tossed him a bone, so to speak, in the shape of a
concession which would allow him to pay off the amount.
But even this meant financial ruin. Then to his rescue came Virgin
Mobile, which not only agreed to settle Wessels’s bill but offered
him a 12-month complimentary package which would enable him
to SMS to his heart’s content — although Virgin Mobile
executive head of corporate affairs Nicholas Maweni added that
we’ll make sure he can’t use it to enter competitions or partake in
any premium offerings. In addition, Maweni said, Virgin Mobile
had offered him a session with the Western Cape National
Responsible Gambling Programme.
An understandably relieved not to mention sadder and wiser,

Wessels is willing to enter treatment and told reporter Wendy
Knowles that Virgin Mobile’s rescue foray had come as a complete
relief. I have learned a big lesson. The SMSs kept coming, telling
me to carry on entering. I got swept up; I really thought I was
going to win a car.
What Wessels obviously did not know was that the Vodacom
website instructs subscribers on how to avoid the temptation that
nearly brought him to ruin, by SMS-ing "Stop" or "Opt out" to
30800.

According to Nowles, 35 000 South Africans have registered on
the Opt-Out Register of the Direct Marketing Association (DMA)
since March last year, and it will soon be law for any company
embarking on a direct marketing campaign - whether by SMS,
email, telephone or snail mail - to run their "hit list" against the
Opt-Out register and ensure that any names on the DMA register
are deleted from their database.
Entering your name on this list, which is updated every month, is

as simple as well, sending a text message. Simply send an SMS to
the DMA, followed by your ID number, to 34385. Otherwise
contact the DMA’s call centre on 0861 362 362 or log on to
www.dmasa.org.
You could still get unsolicited SMSs from companies you already
do business with, such as your bank or cellphone network, so
you’ll have to send a specific "Stop" SMS to put an end to those.
Activity 8. 6 Case Study – Embezzlement
Gambler allegedly grabbed R7.1 MILLION IN RADIO FUNDS
Missing former radio station financial manager, Mario Roos, paid

for his gambling debts by misusing his firm’s electronic banking
and credit-card system to transfer more than R7-million into his
own bank account, according to papers submitted to the Cape
High Court.
A portion of this money was then paid to internet gambling

operators and, according to the station’s managing director,
Gavin Meiring; the amount of missing cash might be even higher
than stated.
The court granted a provisional sequestration order against Roos,

till recently an employee of Radio Heart 104.9, who disappeared at
the end of February after auditors started investigating the
station’s financial affairs. His wife, Monique, was cited as a
respondent. In terms of the order, Roos and his wife had to
appear in court on 9 May to show cause why it should not be
made final. According to the Burger newspaper Roos dropped
out of sight on 29 February after attending a rugby match at
Newlands.

Meiring testified in court papers that he failed to report for work
on March 3, and it was then established that he had flown to
London on a business-class ticket on March 1.
Gavin Meiring said Roos had been registered and authorised to

use the banking system, known as Cash Focus, to make transfers
from the accounts of Heart 104.9FM and its sister station, Radio
Igaga.
He said the station had been unaware of the fact that Roos was
under investigation for the theft of R61 000 from his former
employers, the Foschini Group, when he was hired.
According to Meiring, it is clear that he was a regular gambler and

used (the station’s) credit-card to pay off his gambling debts. The
theft was not discovered until Meiring became suspicious from
media reports about Roos’s disappearance and reviewed the
station’s electronic banking transactions.
Meiring stated that between 2 January and 29 February Meiring

made 36 transfers to his bank account, amounting to
R2408 709.95 - of which R256 213.54 was used to pay off his
gambling debts. It had been established that on 1 March he had
transferred another R4.5-million from Radio Igaga’s account.
Activity 8. 7 Case Study – Exclusion
Man sues Crown Casino after gambling $1.4 billion
AUSTRALIA -- A gambling addict is suing Crown Casino for

allegedly targeting him when he was banned from every casino in
Australia, leading him to gamble $1.4 billion in a 14-month spree.
Crown Casino chief executive Rowen Craigie was allegedly part of
a plan to entice chronic gambler Harry Kakavas back to the
Southbank venue.
The case is looking to be a landmark case for the Australian

gaming industry, which will see Crown and senior executives Mr.
Craigie and chief operating officer John Williams face serious
claims of unconscionable conduct.

According to amended Supreme Court documents Mr. Kakavas,
who is suing the casino for damages, wore a hidden recording
device that captured Crown's senior managers allegedly trying to
lure him back to the casino's baccarat tables.
In one recorded conversation Crown senior executive Richard

Doggert is alleged to have revealed that he had been told to
invite Mr. Kakavas, a Gold Coast property developer, back to the
casino by Mr. Williams.
"Williams asked Doggert to contact the plaintiff (Kakavas) because

Williams wanted to look clean if the plaintiff's exclusion order
could not be lifted," according to the amended statement of
claim.
A separate recording Mr. Doggert allegedly told Mr.. Kakavas that

Crown management was aware of an interstate exclusion order
from 2004, but did not "give a monkey's" about what happened
beyond Victorian borders.
A statement from Crown's general manager of community affairs,

Bill Horman, also reveals that the casino was aware of Mr.
Kakavas's gambling addiction and related mental issues as early
as 1998.
The statement, prepared for Mr. Kakavas in a separate criminal

trial, warned of several suicide threats from the property
developer. "Over a period of time I observed Mr. Kakavas in a
condition which caused me some concern. On a number of
occasions he talked about committing suicide," Mr. Horman said.
Despite the warning email correspondence from October 2004

reveals a plan to lure Mr. Kakavas back to Melbourne, allegedly
thought up by Crown management after it was discovered he had
lost a large amount in Las Vegas casinos.
"Harry Kakavas has apparently just dropped between 3 and 4

million in Las Vegas last week. Bill (Horman) and Howard
(Aldridge) get a draft copy of the letter in which it would take for
Harry to let back (sic) to play at Crown. I will then discuss with
Rowen (Craigie). Regards JW (John Williams)."
In January 2005 Mr. Kakavas was allegedly contacted by Mr.

Williams.
"We want you to come back, but we want you to start (gambling)
slowly. We don't want you to start too quickly because you've had
a problem in the past. Enjoy the facilities first. Start slowly and the
jet will come later," the court documents claim Mr. Williams said.
When Mr. Kakavas finally returned to Crown he lost $36.7 million

over 14 months, during which he allegedly turned over $1.4
billion. Mr. Kakavas is seeking more than $50 million in damages,
with the case expected to be heard in the middle of next year,
2009.

Appendix One
FORMS
Singapore pools application for exclusion form

Suffolk (UK) exclusion forms, printable from the internet for
their clients.

Application to be removed from the exclusion program

Remittance of unlawful winnings form

Source of References:
• Eade, W., (1997), Introduction to the Casino Entertainment

Industry, Pearson ISBN 013400177X
• Eadington, W.,& Cornelius, J.,(1999), The Business of Gaming:

Economic and Management Issues, Publisher & ISBN
• Ed Grabianowski, How Online Gambling Works: Paying to Play,

at http://entertainment.howstuffworks.com/online-
gambling3.htm, (accessed 31/12/08)
• Friedman, B., (1981), Casino Management, Citadel Press, ISBN

081840311X
• Gambling Commission UK, Licence Conditions and Codes of

Practice June 2007 available online at
http://www.gamblingcommission.gov.uk/UploadDocs/publicati
ons/Document/LCCP%20June%202007.pdf, (accessed 31/12/08)
• Gomez-Mejia,D., Balkin, D., & Cardy, R., (2005), Management –

People, Performance, Change, McGraw-Hill, ISBN 007111131X
• Hashimoto, K. et al, (1998), Casino Management: Past Present

and Future, Kendall Hurd Publishing, ISBN 0787245186
• Howard, M. Old West Gambling & Gaming. Barbary Coast

Vigilance Committee, 04 June 2004,
http://www.bcvc.net/faro/gambling.htm, (accessed 31/12/08)
• Howard, M.L. (2004). Old West Gambling & Gaming - A History of

Saloon Gambling in the Old West, from the Barbary Coast
Vigilance Committee Web site:
http://www.bcvc.net/faro/gambling.htm, (accessed 31/12/08)
• International Gaming Institute, (1996), The Gaming Industry,

John Wiley and Sons, ISBN 0471129275
• James Oliver, Internet Gambling; Will History Repeat Itself, at

http://www.uiowa.edu/~cyberlaw/cls01/oliver2.html, (accessed
31/12/08)

• Kilby,J.,&Fox,J., (2004), Casino Operations Management, John
Wiley and Sons, ISBN 0471266329
• Ministry of Communication Youth and Sports,

http://www.mcys.gov.sg/MCDSFiles/Resource/Materials/Gambli
ngSurveyReport2008.pdf, (accessed 31/12/08)
• Ministry Of Community Development, Youth And Sports, (2008),

Report Of Survey On Participation In Gambling Activities Among
Singapore Residents, 2008 available online at
http://www.mcys.gov.sg/MCDSFiles/Resource/Materials/Gambli
ngSurveyReport2008.pdf, (accessed 31/12/08)
• Munting, R., (1996), An Economic and Social History of

Gambling, Manchester University Press, ISBN 0131926721
• Nancy M. Petry (2005), Economic and Social History of Gambling,

American Psychological Association, ISBN 1591471737,
9781591471738
• National Qualifications for Improvement of Services, USA –

Provide responsible gambling services (accessed 31/12/08)
• Nevada Gaming Commission and State Gaming Control Board,

Gaming Statutes and Regulations, (2005), online at
www.gaming.nv.gov/stats_regs.htm, (accessed 31/12/08)
• NSW Office of Liquor, Gaming and Racing, (2008), Responsible

Conduct of Gambling Course, Student Notes
• Report of Survey on Participation in Gambling Activities among

Singapore Residents ,2008 – Ministry of Community
Development, Youth and Sports – 28 May 2008
• Republic Of Singapore Government Gazette Acts Supplement,

Singapore CASINO CONTROL ACT 2006, available online at
http://statutes.agc.gov.sg/non_version/cgi-
bin/cgi_legdisp.pl?actno=2006-ACT-10-
N&doctitle=CASINO%20CONTROL%20ACT%202006%0A&date=l
atest&method=part&sl=1, (accessed 31/12/08)

• Responsible Gambling Advisory Committee, Northern Territory –
Responsible Gambling Manual, available online at
http://nt.gov.au/justice/licenreg/documents/gaming/NT_Respo
nsible_Gambling_Manual_-_V..20_-_31Mar03.pdf, (accessed
31/12/08)
• Rudd, D.,& Marshall, L., (1999), Introduction to Casino and

Gaming Operations, Pearson, ISBN 0139795685
• Ryan D. Hammer, (2001), Does Internet Gambling Strengthen

the U.S. Economy? Don’t Bet on It,
http://www.law.indiana.edu/fclj/pubs/v54/no1/Hammer.pdf,
(accessed 31/12/08)
• Sharing Recovery Through Gamblers Anonymous by Inc Staf

Gamblers Anonymous Publis (1984) – ISBN 0-917839-00-5
• Sixto Ortiz Jr., (2006) Viva E-Vegas: The State of Online Gambling,
at
http://www.newsfactor.com/story.xhtml?story_id=1210000309E
8&page=6, (accessed 31/12/08)
• Western Cape Gaming and Racing Board – Summary Report on

Responsible Gambling in The Western Cape: Main findings &
Comparisons -2002

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Responsible Gambling

The Official Guide

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Topic 1 – THE GAMBLING INDUSTRY............................................................... 5

Topic 2 – RESPONSIBLE GAMBLING LEGISLATION....................................... 23

Topic 3 – GAMBLING ENVIRONMENT FEATURES.......................................... 45

Topic 4 – PROCEDURES FOR THE SERVICE OF RESPONSIBLE GAMING –

Topic 5 – PROCEDURES FOR SERVICE OF RESPONSIBLE GAMBLING –

Topic 7 – PROBLEM GAMBLING ...................................................................116

Topic 8 – PROBLEM GAMBLING SUPPORT PROGRAMMES ........................140

Appendix One – FORMS ...............................................................................159

Source of References ....................................................................................169

Summary of Learning Outcomes

On completion of this module students will be able to:

• Describe the types of gambling offered.

Responsible Gambling DHCM 183 1

This module will be assessed via a 2 ½ hour examination set and

Recommended Prior Learning

Responsible Gambling DHCM 183 3

Notes on recommended texts

The module can be taught with the texts we have identified as

Responsible Gambling DHCM 183 4

After studying this chapter, students should be able to:

• Profile the gaming industry.

Profile of the Gambling Industry

The gambling industry has seen unprecedented growth over recent

The Gambling Industry in Singapore

Responsible Gambling DHCM 183 5

In recent years, considerable focus by governments of all

Substantial efforts have been directed to this issue in Singapore and

In order to be effective and fair issues of concern have been

A recent Singapore report of survey on participation in gambling

Relatively higher gambling participation is found among the

For the purpose of the survey, respondents who had participated in

Responsible Gambling DHCM 183 6

The survey also indicated the following:

Relatively higher gambling participation is found among the

Looking at international studies of problem gambling prevalence,

Gaming Revenue 2001 – 2004

National Indian Gaming Commission Tribal Gaming Revenues

Number of Revenues Percentage of

Gaming operations with fiscal years ending in 2003

Responsible Gambling DHCM 183 8

Gaming operations with fiscal years ending in 2001

The growth in revenue generation was in the 250M$ and above.

Development of Responsible Gambling Programmes

For the majority of people, gambling is an enjoyable leisure and

Responsible Gambling DHCM 183 9

Responsible Gambling Programmes have been developed with the

Though the practices are intended to apply to all gambling

Responsible Gambling Programmes are considered ‘living

A major point of emphasis with the Responsible Gambling Course is

This responsible gambling course will provide descriptions of

Responsible Gambling DHCM 183 10

Gambling, Recreational Gambling and Problem

Gambling is defined as the staking of something valuable in the

Whether gambling is accounted a vice or a form of recreation

Recreational gambling, from the point of view of the gambler,

Gambling behaviour should be viewed as problematic when

Define the term Gambling.

Responsible Gambling DHCM 183 11

• Blackjack – a card game in which players try to beat the bank by

Responsible Gambling DHCM 183 12