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Responsible Gaming

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.


The UK casino industry introduced a national VSE scheme called SENSE which is operated by the industry’s trade body, the National Casino Forum (NCF). SENSE stands for Self-Enrolment National Self Exclusion and is the first such scheme in the UK. If you want to exclude from all other gambling premises, like bookmakers, in your local area, you may need to join similar VSE schemes operated by other parts of the gambling industry.

In consideration of us permitting entry to this casino, the following terms are applicable to, and binding upon, (a) persons entering or seeking to enter this casino who self-exclude from gambling or have self-excluded from gambling via SENSE and (b) any third party who gambles in this casino on behalf of any such person:

1) Persons who self-exclude (or have self-excluded) via SENSE agree not to enter or attempt to enter any casino premises (and not to seek, request, procure or otherwise encourage any third party to enter or attempt to enter any casino premises to gamble on their behalf) whilst enrolled on the SENSE scheme and, should any such person do so or attempt to do so otherwise than to exercise his or her right to be removed from SENSE, he or she will be considered to have breached that agreement.

2) Neither this casino nor the company that operates this casino (or any of its staff) will be liable for any matter whatsoever if any person who has self-excluded via SENSE enters, or any third party on his or her behalf enters, this casino whilst self-excluded through the SENSE scheme and he or she is and/ or any such third party is able to gamble.

3) Persons who self-exclude (or have self-excluded) via SENSE accept and agree that if they gamble, or if any third party on their behalf gambles, in this casino whilst they are enrolled with SENSE, otherwise than in circumstances considered by the management of this casino in their sole discretion to be exceptional:

(a) money or money’s worth staked by them, or by any such third party on their behalf, and any winnings arising therefrom will be forfeited and (b) gambling losses incurred by them, or by any such third party where they have gambled on their behalf, will not be reimbursed.

4) In the above respect, “money or money’s worth staked” includes (without limitation) not only money, money’s worth, gambling chips and/or tokens paid to and accepted by this casino in respect of a gambling transaction but also (a) gambling chips and/or tokens in respect of which, in advance of any gambling transaction taking place, money and/or money’s worth has been exchanged and / or (b) money, money’s worth, gambling chips and/or tokens which have been inserted into a gaming machine or gambling terminal (whether or not any gambling transaction has taken place).

A VSE remains in place until affirmative action is taken by you to ask for removal.

How to join the SENSE scheme

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.

You can join the national VSE scheme:

  • 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

We are happy to accept written communications, letter or email, but we may have to contact you to obtain details and a photograph if we don’t already have one.

  • By a telephone call

The Company will accept a verbal VSE request and we will acknowledge any verbal request in writing but will need full personal details; your signature and a photograph to confirm your request.

  • Third party requests

Relatives or friends with bona fide concerns sometimes contact the company and claim that a friend or relative has problems with their gambling. These are difficult matters to deal with because of the issues of confidentiality and data protection that arise and, occasionally, such third party contacts can be mischievous or based on motivations unconnected with a person’s gambling.

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.

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.

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.