StarCare

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Introduction

We’re Committed to Safer Gambling

At the Star Entertainment Group, we offer a variety of leisure and entertainment experiences including gambling. As a result, providing a safe and responsible environment is paramount to our business because we know it’s paramount to you. So, as an industry leader, The Star participates in and funds comprehensive programs and works with community groups to continue to support a healthy approach to gambling so you can continue to enjoy our services.
Do You Need Help?

Do You Need Help?

Our casinos promote a responsible approach to gambling and offer gambling for your enjoyment. Only you can decide how much time and money you want to spend on gambling at the casino. If you think you may have a problem controlling your gambling behaviour, there are tools to help:

How to Spot Problem Gambling

What is problem gambling? Problem gambling is characterised by difficulties in limiting money and/or time spent on gambling.

 

Possible problem gambling risk indicators may include a cluster of the following signs:

 

- Gambling for an extended period of time without taking a break.

- Withdrawing cash on multiple occasions.

- Trying to borrow money, ‘scam’ individuals, or sell valuables for gambling.

- Putting large win amounts back into the machine.

- Having friends or relatives call or arrive to ask if the person is still at the Casino.

- Blaming the Casino, staff or gaming machines as a result of a loss.

- Having an unrealistic perception of the chance/odds of winning.

- Suffering from depression and/or having thoughts of suicide due to gambling behaviour.

- Displaying anger, kicking machines, looking sad and/or crying.

- Trying obsessively to win on a particular machine.

- Spending too much time and/or money gambling.

- Gambling every day of the week.

Contact GambleAware

GambleAware Is an independent service funded by the NSW South Wales Government. It offers free, confidential support for individuals who are adversely affected by either their own or somebody else’s gambling behaviour.

 

gambleaware.nsw.gov.au

1800 858 858

 

Seek help at our casinos

Our casinos house trained customer liaison representatives at every one of our sites. These representatives can provide information or referrals to assist our guests who may be experiencing gambling related problems. If you need help, ask for a supervisor or manager at any time. To find out more about responsible gambling, self-exclusion or where to get help; contact the Responsible Gambling Department or the Gaming Manager on duty at:

 

- The Star Sydney (02) 9777 9000

- The Star Gold Coast (07) 5592 8100

- Treasury Brisbane (07) 3306 8888

 

Self Exclusion

Our casinos provide the option for a person to self-exclude (ban) themselves from our gambling facilities. Our Team Members provide sensitive and confidential support to customers who wish to self-exclude. Just approach a security officer or a gaming manager and ask to be self-excluded. You will need to bring your photo identification with you.

 

If a person does not wish to come to the casino to self-exclude/ban themselves, they have the option of having the exclusion processed at a nominated Gambling Help Service centre.

 

For more information on self-exclusion:

 

- Self Exclusion Brochure (English, Arabic, Chinese, Korean, Thai, Turkish, Vietnamese)

Make informed Decisions Brochure

Corporate Responsibility

Corporate Responsibility

The Star Entertainment Group has a long-standing commitment to responsible gambling and harm minimisation in relation to gambling.

In accordance with good governance practices, The Star reports on responsible gambling in our SEG materiality statement and the Board (through its committees) then monitors performance of The Star’s Responsible Gambling Program as part of The Star’s broader sustainability strategy, “Our Bright Future”.

The core components of The Star Responsible Gambling Program are described in summary below.

PlayBreak

 

The 6 Hour Rule

StarCare’s 6 Hour Rule measures continuous gambling. The incentive is to encourage individuals to ‘take a 15-minute break every couple of hours. However, if in the last 6 hours a guest is playing without a cumulative break of 30 minutes or more, then a StarCare team member will be notified and likely approach the guest in question. If the guest is/was playing on multiple devices at the same time, then the overlapping play time is subtracted from the total.

 

Action/Outcome

The Guest Support team will initiate an interaction with the guest as a friendly encouragement and reminder to take breaks. If there are other responsible gambling risk indicators observed by the team member during the interaction, they will inform the StarCare (most likely the duty Guest Support Manager) who will take follow up action.

 

12 Hour Rule

This measures time on site. At a high level, the desired outcome is for guests to 'spend more time in the day doing things other than gaming'.

 

In the last 24-hour window, the measure identifies the earliest transaction start time and the last transaction end time for every guest. If the gap between the earliest transaction and the latest transaction is more than 12 hours and the guest has not taken a 6-hour continuous break, then a StarCare team member will be notified and step in to intervene. 

 

Action/Outcome

The StarCare team will initiate an interaction with the guest and ask them to prepare to leave because they have exceeded their gaming time without the appropriate breaks. They will be advised that because their gaming time was exceeded, they will have to take a 12-hour break.

 

If they are staying at a hotel on property, the guest will be asked to remain outside of all gaming areas for 12 hours. All others are expected to leave the premises for the duration of the break.

 

If a guest attempts to re-enter or records a transaction within the required 12-hour break period:

 

- A Club Access ban for 12 hours will alert team members to a guest returning early. All Members are required to swipe in on entry which will trigger the alert.

A commitment to our people engaging with Guests

A commitment to our people engaging with Guests

Patron Liaison Managers

At The Star, each property has a designated Patron Liaison Manager (PLM) who provides on-going support to guests and team members. The PLM can provide information on gambling help services, community groups, or referrals in an effort to assist our guests who may be experiencing gambling related problems. PLMs also manage the conduct of the Responsible Gambling Program at the property level. If you need to talk with our team, they can be contact on:

Guest Support Managers

At each property there is also a Guest Support Manager (GSM). GSMs and PLMs work closely together to minimise the impact of gambling on our guests across all three properties. GSMs are frontline staff providing instant support to ensure guests can:

  • Access information about problem gambling (including symptoms and treatment options)
  • Gain access to BetCare or other external support agencies and community groups
  • Receive tailored support through The Star’s self-exclusion and personal commitment programs
  • Be approached and engaged in discussion regarding Responsible Gambling concerns.

Guest Support Advocates

At The Star, many of our team members have been given advanced training in identifying people who may be showing signs of problem gambling. Guest Support Advocates are there to help our guests understand how to control their gambling and -if needed- provide a tailored path towards Gambling Help Services and the other support services.

Independent Counselling Service – BetCare

The Star engages BetCare, a dedicated independent counselling service, to provide assistance for distressed guests (including 24/7 intervention) and guests suffering from gambling problems or other mental health challenges. This partnership is available at all three properties. BetCare also assists with gambling assessments for guests seeking revocation of self-exclusions and responsible

Governance and Stakeholder Engagement

Governance and Stakeholder Engagement

The Star has established and committed itself to these policies and responsibilities in connection with our Responsible Gambling Program:

Training

At The Star, all our team members complete a mandatory training program which includes a regular refresher course. Gaming team members complete a detailed responsible gambling training program, which includes identifying the signs of at-risk gambling. Gaming supervisors, managers, and other senior staff complete comprehensive training on The Star’s Responsible Gambling Program and how to identify and respond to the signs of problem gambling.

 

Raising Awareness

The Star participates in awareness raising activities across the jurisdictions in which we operate. We actively participate in awareness raising weeks and promotional campaigns, sponsored by Government. Responsible Gambling Awareness Weeks, give us the opportunity to participate with help services and other stakeholders to address gambling concerns in the community. During these campaigns The Star uses internal and guest facing communication channels to deliver harm reduction messages.

 

Community Support

In the two jurisdictions where we operate, The Star works with local communities through funding of Responsible Gambling Trusts, which fund state-wide free gambling treatment, gambling research programs, and substantial community grants programs. The Star has contributed more than $100 million to Queensland’s Gambling Community Benefit Fund since 1987 and contributed $14.6 million to the NSW Responsible Gambling fund in FY2020.

 

Engaging with Help Services

PLMs engage regularly with gambling help services including attending network meetings and supporting direct engagement with individual services. The Star has MOUs in place with help services providers to support remote exclusion and training of The Star team members.

 

Responsible Gambling Risk Assessments

All new gambling products and services (including substantial changes) are risk assessed to ensure they are compliant, meet The Star’s high standards and don’t pose as an unacceptable increase in gambling related risks. These risk assessments are performed independently of the business operations by the responsible gambling team.

 

Marketing

For over a decade The Star has used a regulatory technology product called Law of the Jungle to assist us in making sure our marketing campaigns and collateral comply with our legal obligations and Responsible Gambling Program standards, including adoption of voluntary industry codes and guidelines of responsible gambling.

Future Planned Initiatives

Future Planned Initiatives

Guest Support Managers

The Star is continuing to develop the workforce model and capability requirements that would allow for GSMs to operate at all times at each property.

Data Analytics

The Star is developing improved data analytical capabilities for a range of uses including identifying risky gaming activity patterns. These capabilities are at early stages of development and are primarily focused on duration of play and financial structural analysis. As we move towards the commissioning of Queen’s Wharf, these capabilities will continue to evolve to capture other factors for analysis.

Facial Recognition to Reduce Exclusion Breaches

Facial recognition technology continues to improve and has been deployed at certain points at The Star’s Sydney property. It is currently being used as a performance trial to test the technology and associated business systems and processes.