- Purpose and scope
This policy sets out responsible gambling obligations and consumer protection measures that apply to accounts held with Casino Crown Perth. It informs account holders of available tools, applicable procedures and relevant rights, and outlines measures used to minimise gambling-related harm in accordance with Australian regulatory requirements.
Casino Crown Perth operates in alignment with the National Consumer Protection Framework for Online Wagering (NCPF), a nationally consistent set of minimum consumer protections agreed by the Commonwealth, state and territory governments on 26 November 2018. The NCPF is overseen by the Australian Department of Social Services (DSS) and applies to all licensed online wagering service providers operating in Australia. Its objective is to minimise harm related to online wagering activity and to support enforceable consumer protection measures.
- Consumer protection measures
The NCPF comprises ten consumer protection measures. The sections below set out how these measures apply to Casino Crown Perth accounts.
2.1 No lines of credit
Lines of credit are not offered, extended or facilitated to account holders for the purpose of wagering. This prohibition is absolute and applies irrespective of account status or wagering history.
2.2 No credit-related inducements
Advertising of payday loans, short-term credit products or other financial products that may create a connection between wagering activity and access to credit is not permitted. Account holders do not receive communications linking credit facilities to a wagering account.
2.3 Identity and age verification
Age and identity verification is required before an account can be opened or before any transaction can be processed. This requirement has applied from 29 September 2023. Wagering activity is not permitted on any account where verification has not been completed. Required verification documents are specified in the Verification Policy.
2.4 No account-opening inducements
Credit, vouchers, rewards or other benefits are not offered as an incentive to open an account or to refer another person to open an account. Any promotional arrangements operated by the service are governed separately and do not include inducements of this nature.
2.5 Account closure
Account holders may close or cancel an account at any time. The process is accessible and does not involve conditions on the right to close an account. To initiate account closure, contact the support team using the channels described in section 6 of this policy. Closure requests are processed without delay.
2.6 Deposit limits and pre-commitment
An opt-out pre-commitment scheme is available that allows account holders to set deposit limits before wagering. Limits can be set on a daily, weekly or monthly basis. Once a limit is set, it takes effect immediately.
Requests to increase a limit are subject to a cooling-off period before any increase is applied. Requests to reduce a limit take effect without delay.
To set or adjust a deposit limit, log in to the account and navigate to the responsible gambling section, or contact the support team directly.
2.7 Activity statements
Account holders may request an activity statement at any time. Activity statements provide a record of wagering transactions, deposits, withdrawals and net position over a specified period. These statements assist account holders in monitoring wagering behaviour and expenditure.
2.8 Responsible service of wagering
Staff are trained in the responsible service of wagering, including recognition of indicators of gambling harm, appropriate responses and referral procedures. Staff are not permitted to encourage wagering activity in a manner inconsistent with harm-minimisation obligations.
2.9 Consistent gambling messaging
All advertising and communications issued by Casino Crown Perth that relate to wagering include evidence-based responsible gambling messaging as required under the NCPF.
The tagline “Gamble responsibly” is no longer used, consistent with DSS guidance that this message is not considered effective for harm minimisation. Required taglines are rotated across campaigns over a 12-month period to reduce message fatigue. Written messaging is presented in clear, easy-to-read text. Audio messaging is delivered at an even pace and in a calm manner.
Required taglines include, among others:
- Chances are you’re about to lose.
- You win some. You lose more.
- What are you really gambling with?
- Think. Is this a bet you really want to place?
Each message is accompanied by the following call to action: For free and confidential support call 1800 858 858 or visit gamblinghelponline.org.au.
2.10 National Self-Exclusion Register (BetStop)
BetStop is the National Self-Exclusion Register for licensed Australian online and phone gambling providers. Registration with BetStop allows a person to exclude themselves from all participating licensed wagering services through a single registration process.
A person registered with BetStop is not permitted to hold or operate an account with Casino Crown Perth for the duration of the exclusion. If it becomes apparent that an account holder is registered with BetStop, the account will be suspended immediately.
To register with BetStop, visit betstop.gov.au. Registration is free and can be completed online.
- Self-exclusion directly with Casino Crown Perth
In addition to BetStop, account holders may request self-exclusion directly with Casino Crown Perth. A self-exclusion request results in the immediate suspension of the account and removal from marketing communications. Self-exclusion periods and the process for any reinstatement request (where applicable) are set out in the Account Requirements documentation.
- Indicators of gambling harm
The following behaviours may indicate that gambling is causing harm. Account holders who recognise any of these in their own conduct are encouraged to use available tools or contact a support service:
- Wagering more than intended or more than can be afforded.
- Chasing losses by placing further bets to recover money lost.
- Borrowing money or selling assets to fund wagering activity.
- Neglecting work, study or personal relationships due to gambling.
- Feeling distressed, anxious or preoccupied with gambling outcomes.
- Support services
The following services provide free, confidential support to anyone affected by gambling harm in Australia.
Service - Contact
National Gambling Helpline - 1800 858 858 (24/7, free)
Gambling Help Online - gamblinghelponline.org.au
These services are independent of Casino Crown Perth. The company does not receive information about contacts made with these services.
- Contact
To exercise any of the rights described in this policy, including setting deposit limits, requesting an activity statement, or initiating account closure or self-exclusion, contact the support team using the contact details published on the official website.
When making contact, identify the request as relating to responsible gambling so it can be directed to the appropriate team.
- Policy review
This policy is reviewed periodically to reflect changes in Australian regulatory requirements, DSS guidance and NCPF implementation. Account holders are encouraged to refer to this page for the current version of the responsible gambling policy.