Do You Need Help?
The Star Entertainment Group offers a variety of leisure and entertainment experiences including gambling, for the enjoyment of our guests. Providing a safe and responsible entertainment environment is a fundamental platform for our business. Our focus on responsible gambling includes participation in and funding of comprehensive programs and working with community groups as an industry leader.
Our casinos promote a responsible approach to gambling and offer gambling for your enjoyment. Only you can decide how much time and money you want to spend on gambling at the casino. If you think you may have a problem controlling your gambling behaviour.
Our casinos provide the option for a person to self-exclude (ban) themselves from our gambling facilities. Our team members provide sensitive and confidential support to customers who wish to self-exclude. There is no need to make an appointment, simply approach a security officer or a gaming manager and ask to be self-excluded. You will need to bring your photo identification with you.If a person does not wish to come to the casino to self-exclude/ban themselves, they have the option of having the exclusion processed at a nominated Gambling Help Service centre. For more information on self-exclusion:
Responsible Gambling at The Star
The Star Entertainment Group has a long-standing commitment to responsible gambling and harm minimisation in relation to gambling.
In accordance with good governance practices, The Star reports on responsible gambling in our SEG materiality statement and the Board (through its committees) monitors performance of The Star’s Responsible Gambling Program as part of The Star’s broader sustainability strategy, “Our Bright Future”.
The core components of The Star Responsible Gambling Program are described in summary below.
Patron Liaison ManagersAt The Star, each property has a designated Patron Liaison Manager (PLM) who provides on-going support to guests and team members. The PLM can provide information on gambling help services, community groups or referrals to assist our guests who may be experiencing gambling related problems. PLMs also manage the conduct of the Responsible Gambling Program at the property level. If you need to talk with our team, they can be contact on:
- The Star Sydney (02) 9777 9000
- The Star Gold Coast (07) 5592 8100
- Treasury Brisbane (07) 3306 8888
Guest Support ManagersAt each property there is also a Guest Support Manager (GSM). GSMs and PLMs work closely together to minimise the impact of gambling on our guests across all three properties. GSMs are frontline staff providing instant support with:
- Guests accessing information about problem gambling, including symptoms and treatment options
- Providing guests with access to BetCare, other external support agencies and community groups
- Supporting guests through The Star’s self-exclusion and personal commitment programs
- Actively approaching and engaging guests in discussion regarding Responsible Gambling concerns.
Guest Support AdvocatesAt The Star many of our team members have been given advanced training in identifying people who may be showing signs of problem gambling and in effective ways to help those guests. Guest Support Advocates are there to help our guests to understand how to control their gambling and if needed to get our guests on the path towards Gambling Help Services and the other support The Star provides.
Independent Counselling Service – BetCareThe Star engages BetCare, a dedicated independent counselling service, to provide assistance for distressed guests (including 24/7 intervention), guests suffering from gambling problems or other mental health challenges. This partnership is available at all three properties. BetCare also assists with gambling assessments for guests seeking revocation of self-exclusions and responsible gambling exclusions and provides specialised responsible gambling training to our team members.
- Responsible Gambling Policy
- Queensland Responsible Gambling Code of Practice
- Queensland Responsible Gambling Resource Manual – Casinos
- The Star Responsible Gambling Code (English, Arabic, Chinese, Korean, Thai, Turkish, Vietnamese)