A premium facilitator employed at Crown Casino in Melbourne has disclosed to a royal inquest that the gaming behemoth implemented measures to dissuade high-stakes players from taking respites.
This facilitator, whose identity remains confidential, served 170 patrons within the Southbank casino’s elite Mahogany Room. He stated that he would caution high-stakes gamblers about the potential loss of their VIP standing if they opted for breaks, emphasizing that reclaiming a black or platinum card after self-exclusion could exceed a year.
During closed sessions of the Crown Melbourne royal commission investigation, the facilitator revealed that approximately 10 of his clients had self-excluded since his tenure began with the company in 2014. This testimony was initially unveiled on Saturday.
He further elaborated that his responsibilities at Crown encompassed arranging dining experiences at upscale dining establishments for high-stakes players, along with providing them with complimentary lodging at Crown hotels or passes to athletic competitions.
Additionally, a poker croupier employed at Crown Casino in Melbourne provided testimony, stating that he lacked comprehension of the term “responsible gaming services.”
This croupier, who had been with Crown since 2007, confessed to never having directed a patron to the responsible gaming facility at the Southbank casino, nor having personally visited the center. He added that he had never engaged with any of the venue’s 12 responsible gaming consultants, whose designated role is to observe casino visitors.
A worker at Crown Casino, employed there since 2013, disclosed they were completely unaware of any responsible gaming hub within the casino. They further indicated no knowledge of any responsible gaming advisors present at the Crown Melbourne site.
Moreover, the staff member shared that they had never encountered any information regarding the casino’s policy implemented in the previous year that restricts gambling duration. This policy shortened the period patrons could gamble consecutively from an entire day (24 hours) down to 18 hours.
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