The Royal Commission in the state of Victoria has heard that casino operator Crown Resorts failed to stop a punter who gambled for 96 hours straight, without leaving the casino.
As heard by the inquiry, the casino patron – a female problem gambler who was not named during hearings – was left to play baccarat for four straight days and even take naps slumped at the poker machines at the Southbank casino of the Australian gambling giant.
At the time when the woman’s social worker gave evidence in a private hearing in May, it became clear that no Crown casino employee stopped to check on her, as they are required to do by law. During the hearing, it was also confirmed that the problem gambler physically stayed in the building, and more specifically in the casino’s gambling area, for four days straight without being asked to leave.
As a result of what they heard, Royal Commissioner Ray Finkelstein QC shared that the findings of the way Crown Resorts has managed problem gambling incidents will have a significant impact on their decision on the operator’s suitability to keep its casino licence in Victoria.
Social Worker Claims Crown Resorts Has No Reliable Responsible Gambling Scheme
The revelations come at a time when the gambling company is facing serious investigations across the country. The inquiry has also heard that only 12 responsible service of gambling employees to monitor thousands of gamblers were hired by Crown Resorts. Furthermore, Peter Lawrence, the executive of the Melbourne’s VIP Mahogany Room, has admitted that the company has been preying on customers who had a problem controlling their compulsive gambling.
As revealed by the social worker who has visited Crown Resorts on a regular basis over a 3-year period to observe casino patrons, explained that such failures were normal for the Australian casino company’s staff members, although they are required by law to check on customers who gamble continuously for 12 hours or show any signs of visible distress. The social worker said they had never seen or heard that Crown Resorts staff come up to gamblers regularly, especially on longer gambling sessions, to ask them to take a break.
The Royal Commission also heard that the casino operator’s loyalty program perks that have especially been aimed at luring gamblers to Southbank have resulted in detrimental consequences for some problem gamblers, including bankruptcy, going to prison or even suicide. As it was revealed at the time, Crown Resorts spent AU$2.5 billion on its loyalty program over five years, while it spent only AU$1.9 million on its responsible gambling scheme.
As a social worker who took part in the hearing said, Crown Resorts never prevents self-excluded problem gamblers from playing poker machines, not to mention that the casino operator has allowed loan sharks to prey on customers who have lost money but were willing to continue gambling.
- Author
Olivia Cole
