One patron went on a 34-hour gambling binge at the casino in 2019 before staff intervened,the royal commission heard,and even then was only asked to take an eight-hour break rather than the 24 hours outlined in Crown’s policy.
Crown reduced the time limit patrons could gamble without a break from 24 hours to 18 hours last year,Crown’s general manager of responsible gaming Sonja Bauer said,but staff still had “discretion” around how to enforce that.
Ms Bauer told the inquiry Crown automatically tracked its loyalty program members’ play across its 2628 poker machines and hundreds of gaming tables. “Responsible gaming advisers” were notified after 12,15 and 17 hours of play and were expected to “interact or observe” the gambler,which could include suggesting they take a break.
However,an adviser has given private evidence to the royal commission that it was standard practice to only approach gamblers after 12 hours if they were showing other “observable signs” of gambling harm such as visible distress,the inquiry heard.
Ms Bauer agreed with counsel assisting the inquiry Adrian Finanzio,SC,that for years,Crown’s policies were inconsistent with the best available research on responsible gambling. A 2014 study referenced in Crown’s own code of conduct found that gambling for more than three hours straight was a sign of possible harm,for instance.
Mr Finanzio said Crown’s policies were instead “an example of the most irresponsible approach to gambling”.
“I wouldn’t accept it’s an irresponsible approach when there are some measures in place to actually measure the time of play,” Ms Bauer responded.