What is Responsible Gaming?

Awareness. Assistance. Support.

Responsible Gaming occurs in a regulated environment where the potential for harm associated with gaming is minimised and people make informed decisions about their participation in gaming.

Responsible Gaming is a shared responsibility, between individuals, the community, the gaming industry and the government.

Crown recognises that some of its customers may experience harm through gaming, and we are committed to the promotion of responsible gaming practices and programs and the continued evaluation and implementation of harm minimisation practices to prevent that harm.

Access Crown's Responsible Gaming Code of Conduct here.

Download Crown's Responsible Gaming Code of Conduct in the following languages:


Crown Melbourne Responsible Gaming Centre

The Responsible Gaming Centre is staffed 24 hours a day, 7 days per week. If you or someone you care about, are experiencing any issues with gaming or wish to speak with someone, an experienced and caring Responsible Gaming Advisor is available to you (by phone, via email or in person) at any time, day or night.

Crown also recognises that the gaming behaviour of our customers who are experiencing harm is likely to have an impact on those around them.

As such, we are committed to supporting the family members, friends, colleagues or anyone who is concerned about the gaming behaviour of our customers and can provide assistance and information to those concerned individuals as well.

If you are on site, you will be welcomed into a discreet, quiet and comfortable space, where you can talk with our Advisors. Whether you visit us on site, call or email us, you can be assured of a confidential conversation, responsive to your needs and issues.

What to expect if you contact the Crown Melbourne Responsible Gaming Centre

You can call, email or attend the Responsible Gaming Centre (RGC) in person whenever you want to – there is no need to make an appointment, our Responsible Gaming Advisors are always available.

We respect and value our customers, and you will be treated with consideration, understanding and dignity. Our purpose is to support you in addressing any difficulties or harm you, or someone you are concerned about, are experiencing.


Crown Melbourne groundfloor map

All customers who seek assistance from our Responsible Gaming Advisors can be assured that the information will be handled discreetly and confidentially. This discretion applies whether you are speaking about yourself, or about someone you have concerns about.

If you would like to speak to the team about Crown Melbourne's Responsible Gaming programs, including our Self Exclusion and Third Party Exclusion programs, visit the RGC, located at Level B1 directly below the main Food Court. A map of the RGC location is available here.

Alternatively, you can call a Responsible Gaming Advisor on 1800 801 098 or email rgc@crownmelbourne.com.au.

What does Responsible Gaming look like?

Responsible Gaming is gaming enjoyed as a form of fun and entertainment.

“Exercising control and informed choice to ensure that gambling is kept within affordable limits of money and time, is enjoyable, in balance with other activities, and avoids gambling related harm.”
Source: Professor Nerilee Hing, 2016


Below are some examples of Responsible Gaming:

  • Staying in control of how much time and money you spend by setting limits and sticking to them
  • Only gaming with money set aside for entertainment, and that you can afford to lose
  • Recognising gaming is a form of entertainment and not a way to make money
  • Understanding your chances of winning and acknowledging the “house advantage”
  • Not returning to the casino to chases your losses
  • When your gaming does not cause you or your loved ones distress


As it is common for a person's relationships with gaming to change, it’s important that individuals regularly check in with themselves to ensure that they are demonstrating the above signs and behaviours throughout their gaming experiences.  

What is problem gaming?

Problem gaming is when a person’s gaming behaviour impacts negatively on their own life, their family, friends or the community. Problem gaming can manifest itself in many ways, and does not have to mean that an individual has lost control completely. Problem gaming can include, but is not limited to, the following:

• Financial problems, including debt, which may be characterised by worry
• Gaming is interfering with personal relationships or responsibilities at work
• Experiencing distress, including mental and emotional health problems
• A sense of loss of control about choosing to game, and feeling overwhelmed
• Feeling guilty, regretful or lying about how much time or money is being spent on gaming

It is often difficult to acknowledge when your own gaming is becoming problematic, which is why it’s important to recognise the warning signs before they progress any further.

"Harm from gambling isn’t just about losing money. Gambling can affect self esteem, relationships, physical and mental health, work performance and social life. It can harm not only the person who gambles, but also family, friends, workplaces and communities."
Source: Gamblers Help Website, 2019

Know the odds when gaming

When considering a game you wish to play, we encourage you to know the chance of winning so you can make an informed choice. The rules of the games determine the house edge, which is the overall percentage of the monies wagered that the casino can retain. Different house edges apply to each game or wager.

To learn more, view the Victorian Commission for Gambling and Liquor Regulation's Playing the Pokies: Know the Facts brochure or visit a Gaming Information Terminal (GIT) located in the casino.

For more information, use the following links:

www.gamblinghelponline.org.au/understanding-gambling/what-are-the-odds/the-house-edge

www.gamblinghelponline.org.au/understanding-gambling

Responsible Gaming tools

12 Hour Daily & 48 Hour Weekly Visit Policy

12 Hour Daily and 48 Hour Weekly visit policies are in operation at Crown Melbourne. It is part of our ongoing commitment to Responsible Gaming, and a way for us to encourage our guests to enjoy their visits responsibly.

Throughout a visit to Crown, we may check in on you from time to time. Breaks in play are encouraged and if your visit spans 12 hours, we will ask you to take a 12 hour break. If your visit spans 48 hours in a week, we will ask you to take a 72 hour (or 3 day) break. One of these friendly conversations to check in is just a simple way for our team to engage with our guests and promote responsible behaviours toward gaming.

Player Activity Statements

Player Activity Statements provide information on each member’s EGM or FATG play, including all wins and losses for the period of the statement and are available for EGM play and/or FATG play, these are separate statements. At least once a year, Player Activity Statements are made available to EGM Crown Rewards members. Members are also able to collect Player Activity Statements on request at any Crown Rewards desk or VIKs. Members who play FATGs are able to collect their Player Activity Statement on request, at any Crown Rewards desk.

YourPlay

The Victorian state government introduced a statewide individual money and time limit setting scheme called YourPlay. This is available for gaming machine customers.

Crown encourages and supports customers who play gaming machines to set individual money and time limits. Information about YourPlay is available at Crown Rewards information desks, via the YourPlay icon on a VIK machine and online at yourplay.com.au

Play Safe Limits

Play Safe is Crown's voluntary money and time limit setting program and allows Crown Rewards members to set voluntary money and/or time limits for their Fully Automated Table Game Play. 

You can choose to:

  • Set an amount you want to spend on any given day; and/or
  • Set a time limit for your visit

To take advantage of Play Safe limits you will need a Crown Rewards card. Crown Rewards members can set Play Safe Limits by visiting any Crown Rewards desk or the Responsible Gaming Centre.

To view our Play Safe Limits brochure click here

Responsible Gaming

Explore more

Helping others - Third Party Exclusion

Recognising that someone you care about needs help is the first step to making a positive change.
Learn More

Making a change - Self Exclusion

Self Exclusion is available for customers who wish to ban themselves from the casino. This may be a useful tool for those experiencing gaming problems.
Learn More

Self assessment

Evaluating your thoughts about gaming and your behaviour can help you understand your relationship with gaming.
Learn More

Support Services

If you’re interested in having a confidential, judgment-free discussion, there are a number of resources available to you.
Learn More