SENSE and Safer Gambling Flashcards
What does SENSE stand for and what is it?
SELF-ENROLMENT NATIONAL SELF-EXCLUSION
Developed by the National Casino Forum; administered by BGC. The scheme provides the option to self-exclude nationally from any UK land-based casino .
What is the minimum self-exclusion on SENSE?
6 months.
What happens to membership/loyalty schemes after the customer enrolls to SENSE?
Within 7 days of enrolment to SENSE any membership/loyalty scheme must be closed.
SENSE is the default self-exclusion route for Les A however if a customer only wants to self-exclude from Les A it can be done with VSE – Les A Only.
What procedures must Les A have in place to ensure that a VSE or SENSE customer cannot gain access to gambling?
- 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 ID (except where the Licensee can reasonably satisfy themselves that in the circumstances in which they provide facilities for gambling an alternative means of identification is at least as effective) and a signature;
- staff training to ensure staff can effectively administer the systems; and
- removal of those persons from the premises who are found in the gambling area or attempting to gamble.
Is Les A staff training focussed on protecting customers from problem gambling?
Not entirely.
All staff are made aware upon induction and during training, of advice on safer gambling and where to get help should their own gambling become hard to control.
With regard to Safer Gambling, what types of behaviour trigger a customer interaction report?
- Unusually large bets, when compared with the customer’s average spend, and/or steadily increasing amounts are being gambled.
- The customer spends an unusual, increasing amount of time or frequency gambling.
- Uncharacteristic behaviour: extensive loss, chasing and/or irrational play.
- Customer’s communication about their gambling is strained or anxious.
- Customer has a tendency to cancel withdrawals.
- Previous requests to close an account are not followed through.
- Customer admits losing too much and makes declarations to win back losses.
What is Les A procedure if a customer makes comments about frequent losses and behaviour indicates problem gambling?
- Table staff should report the matter to management immediately.
- Management approach the customer to complete a customer interaction and to establish if the customer has a problem with gambling.
- Customer can return to gaming only if and when they have given absolute reassurance that gambling is not a problem for them.
- If the interaction highlights clear signs of a problem gambling, the manager should introduce the customer to SENSE.
- Should the customer opt out of SENSE, VSE for Les A only will be offered.
- Enforced exclusion can be imposed as a final move to support the customer in recognising they have a problem with gambling.
- Approaching a customer as early as possible is good practice but where possible details such as historical gaming account, CCF/DCF, excesses, dishonored cheques, incidents, recorded interactions, and EDD on file should be considered.
During a Safer Gambling interaction with a customer what indicators should be considered?
- Preoccupation with Gambling.
- Control while gambling.
- Withdrawal.
- Tolerance to the situation or questioning by management.
- Is the customer gambling to escape private issues?
- Is the customer lying.
- Is there any suggestion that funds staked are obtained illegally?
- Have there been any previous interactions with the customer?
Casinos manage the SENSE scheme through the commission of four roles; what are the roles and who are they covered by at Les A?
Tip: P A O U
- Primary Administrator (John Diamond)
- Administrators (IT)
- Operators (PML Holders)
- Users (Reception, Security, Compliance Department and Cash Desk.
Can an operator process a SENSE enrolment application received via email, post or phone call?
Yes.
Applicants need to provide a PML holder with:
1. Proof of ID and that the application is genuine.
2. The completed and signed Enrolment Form.
3. A good-quality photograph (available from existing records or provided by the customer).
Can third party applications to exclude someone be accepted?
No, not under any circumstances.
Who can submit a SENSE removal?
A PML holder.
What considerations must be made before removal from SENSE is fully submitted?
- The Operator will ensure that the customer has served the minimum 6 months period of exclusion.
- The Operator has a responsibility to interrogate the SENSE data to ensure that no Events are recorded that give rise to concerns about the desirability for Removal.
- The Operator will seek reassurance from the customer that removal from the program is appropriate
Name some ‘practical steps’ listed in the safer gambling leaflet?
TIP: S C U D ; S C A R D ; D A D S
- Stop gambling.
- Speak to a manager.
- Call GamCare.
- Discuss the issue with someone you trust.
- Use a calendar to highlight non gambling days.
- Ask for help in handling your money.
- Stop using an ATM.
- Understand House Edge.
- Resist temptation to recover losses.
- Don’t drink heavily.
- Don’t borrow.
Safer Gambling: what three key outcomes are operators required to meet in customer interactions?
TIP: I I A
Identify - Interact - Evaluate
1. identifying customers who may be at risk
2. interact with customers who may be at risk and
3. assess/understand the impact of an interaction on customers and the effectiveness of the operator’s approach.
