Crown to launch digital self-exclusion scheme for casinos

People with gambling problems will be able to ban themselves from Crown casinos over the internet instead of having to do so in person, as part of a wider overhaul of the group’s approach to harm minimisation.

Crown Resorts’ new safer gambling program also includes the establishment of a dedicated gambling policy team, which will monitor customer playing behaviour and create interventions to better prevent gambling harm from occurring.

Crown boss Ciaran Carruthers joined the business last year following an overhaul of Crown’s management, after a series of bruising inquiries into the company. Carruthers, who has led other global casino groups including Wynn Macau, said the new leadership of Crown was committed to making gambling safer, even if it meant less turnover in its casinos.

“I have been in this business for 34 years and I can tell you – no one does this,” Carruthers said.

“It is critically important to me that when I look at the long-term viability of this business that people see our resorts as entertainment to enjoy safely.”

Under the changes, customers will be able to block themselves from entering a Crown casino through a new digital self-exclusion portal. Those who wanted to ban themselves from Crown venues were previously required to visit, in person, a designated responsible gambling centre run by the group.

The group has also moved to cashless gaming at Crown Melbourne and Crown Sydney – a condition of its temporary gaming licences in NSW and Victoria– as well as introducing $10 maximum bet limits on poker machines at Crown Perth. The technological overhaul required to facilitate the changes has so far cost the business $13 million.

Carruthers pointed to changes Crown has already made which go beyond government regulation, such as encouraging customers to take breaks every three hours, as an indicator of its commitment to shifting problem gambling patterns.