Responsibility

At the heart of our approach to problem gaming is a recognition that we need to work with our customers to help them stay in control. To this we apply a three-stage process of prevention, recognition and intervention.

Prevention

• Through regulated entry to casinos and bingo clubs and on-line screening measures we prevent under-18s from participating in gambling activities.
• Through the games that we offer and through our communication with our customers, we encourage our customers to enjoy their visits to our bingo clubs, casinos and gaming websites. Prominent signage, information and other material is displayed in all of our premises, using our easily identifiable ‘helping you stay in control’ logo.

• We have developed a training programme that combines computer-based training and experiential learning to enable our people to recognise in customers those behaviours associated with problem gambling.
• Communication with our customers helps them to recognize in themselves the behaviours associated with problem gambling.

• Through training we teach our people how to deal with customers who exhibit behaviours associated with problem gambling.
• Self-exclusion from gambling in our casinos, bingo clubs and on our websites, amongst other mechanisms, enables customers to take positive action if they become concerned about their behaviour.
• We may consider a range of additional factors, such as concerns expressed by others in deciding whether to exclude a member from gambling with us.

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