Responsible Gaming
Increasingly, gambling in all its forms is a pastime enjoyed as part of the broad offer from the leisure and entertainment sector. Over 70 per cent of adults in the UK enjoy some form of gambling, including lotteries, Poker, football pools, horse racing, bingo and casinos. Gambling is now also widely available online and on tens of millions of portable internet devices, like smart phones, laptops and tablets. For the overwhelming majority of people gambling is an exciting and pleasurable pastime.
We are committed to training our staff to look for problems and to encourage people who may have a problem to seek help. We provide leaflets and display notices prominently in our casino to encourage responsible gambling.
If you have difficulty controlling your gambling, or someone close to you has a problem, you can get confidential one-to-one advice by calling the GamCare Helpline free on 0808 8020 133 (24 hours a day, seven days a week).
Voluntary Self-Exclusion
One way of helping to control a gambling problem is by keeping away from gambling premises. Like many other gambling companies, Opera House Casino operates a Voluntary Self Exclusion scheme (VSE) intended to help individuals who believe they have difficulty in gambling responsibly and for whom gambling has become a problem.
We try to make it as easy as possible for you to access the VSE scheme and will always listen carefully and sympathetically to any problem you may have with your gambling at Opera House Casino.
- In person
Most people decide they want to join SENSE while actually on casino premises. The scheme will be explained to you and you will be asked whether you understand it. If we don’t think you understand the scheme or if you give reasons for wanting to join the scheme which are inappropriate, we reserve the right not to enrol you into the scheme.
If we accept your request, you will be asked to have your photograph taken, supply up to date personal details (such as your address), prove your identity and electronically sign the agreement.
- By written communication
- By a telephone call
Relatives or friends with bona fide concerns sometimes contact the company and claim that a friend or relative has problems with their gambling. We are bound by the requirements of the General Data Protection Regulations and our obligation is to ensure the privacy of our customers, consequently we are unable give out information to third parties.
The Company will always treat such approaches sympathetically and on their individual merits. We will generally speak to the customer concerned to try, independently, to determine if the referral is genuine and whether a problem exists.
Re-entry to the Casino
Re-admittance to our casino is not immediate. Once the self-imposed exclusion period has elapsed and if you are able to confirm to our management team that you have properly considered your decision to access our facilities again you will be advised we can reinstate your membership. You will be required to wait 24 hours before entry is permitted. If you apply to re-enter before the end of a VSE period you will be refused.
Breaching a VSE - The Consequences
If you have entered the VSE scheme and subsequently gain entry we will ask you to leave and you may be escorted off site. To discourage breaches of the VSE scheme, we will not return any gambling losses, stakes or winnings, as defined in the VSE agreement and the Rules of The Casino. If a person persistently contravenes any of our rules, including breaching a VSE, it may lead to a barring being issued.
ALTERNATIVELY
What is SENSE?
SENSE is the national self-exclusion scheme for the British casino industry. It enables anyone who is experiencing gambling problems to voluntarily exclude themselves from ALL licensed, land-based casinos in Great Britain by means of one easy application.
This website provides information on how the scheme works and how to enrol, extend or remove yourself from SENSE.
SENSE: Self Enrolment National Self-Exclusion | Self-exclude From Casinos (senseselfexclusion.com)