Player Exclusion User Guide

Transcription

1 User Guide Last update 08/06/10

2 Table of Contents 1 Introduction Initiating Self Exclusion Venue Initiated Exclusion Exclusion Revocation Flowcharts Accessing Activating Self Exclusion Venue Initiated Exclusions Revocations Contravention of Exclusion (Breach) Contravention of Exclusion Procedure Altered System Behaviour (Hardware/Software) Gemini Units Wildcat Responses Player Kiosks Point Of Sale Appendix Self Exclusion Flowchart Venue Initiated Flowchart Revocation Flowchart

3 1 Introduction From 1 May 2005 the Office of Liquor and Gaming Regulation introduced new regulations and updated guidelines regarding the process of Self Exclusion. From this point onwards all gambling providers have a duty to exclude a patron where the patron requests to be self-excluded. The legislation also gives gambling providers the authority, but not a duty, to initiate exclusions (known as Venue Initiated Exclusions) The feature in Wildcat provides Maxgaming venues with an efficient tool to help initiate and maintain excluded patrons and related exclusion paperwork. While Wildcat uses the information entered into the system to create all the required forms, it is the venue s responsibility to confirm all details are correct and file, store or submit all exclusion paperwork as per OLGR requirements. Maxgaming accepts no responsibility for any penalties imposed for not complying with the legislation (including gambling providers, employees and patrons). Need more information? For more information each venue should contact their Customer Liaison Officer (compulsory at each venue) or the local Gambling Help services. 1.1 Initiating The process will begin with either a Self Exclusion or Venue Exclusion Self Exclusion It is the venue s duty to exclude a patron when the patron requests to be self excluded Venue Initiated Exclusion This is where the venue has identified that a patron may have a gambling problem. This would be done using a sensitive investigative process or through a submission from a friend or relative of the patron (known as Third Party Exclusion) Exclusion Revocation Self exclusions remain in place for five years and cannot be revoked within 12 months of first being initiated, unless a revocation order is submitted in the 24 hour cooling off period. Venue initiated exclusions will remain in place for five years unless a written application is made to the venue and the gambling provider agrees to revoke the order. Applications can only be made once in any 12 month period. With the permission of the patron, the gambling provider may, as a condition of re-entry, actively monitor identified problems against agreed risk indicators. When a gambling provider decides to exclude a person or refuse an application for re-entry by an excluded person, the person may make an appeal to a Magistrates Court. To assist in the correct procedures for Revocation the Responsible Gambling Division has created a flowchart for the revocation process. Please refer to the back of this manual for a copy of the flowchart. 1.2 Flowcharts To assist in the correct procedures for the Responsible Gambling Division has created a flowchart for each type of exclusion. Please refer to the back of this manual for a copy of the flowchart required. 2

4 2 Accessing Player exclusion is accessed through the Promotions section of Wildcat. Click on Promotions and then click CARD ACCOUNTS to access the membership database. If you find that you do not have access to the Self Exclusion part of the membership database, check that the User ID logged on has access privileges to Self Exclusion. At the top of the Wildcat screen click SECURITY. At the right of the screen double click on each group description until you identify the group with your logon name. At the second row of icons click the yellow key Privileges. 3

5 In the new screen click the drop down box and select the group with your user id. This will show the sections of Wildcat to which this group has access. Ensure the boxes are checked. If the boxes are checked and you still don t have access, please contact your Maxgaming Account Manager for more information. 4

6 3 Activating Self Exclusion A Self Exclusion can be requested by a player and can consist of exclusion from specific gambling areas within the Venue or from the entire Venue itself. If a player wishes to initiate a Self Exclusion order, the current Responsible Gambling procedures should be followed. In most cases, a Customer Liaison Officer would conduct the Exclusion Process. Basic Elements of the Self Exclusion Process: 1. Once a Player has advised they wish to exclude themselves, they have a 24 hour Cooling Off period. The Player must advise the site in writing before the end of the Cooling Off period to withdraw the Exclusion request. 2. A Self Exclusion will be automatically approved and will remain in place for a minimum of 12 months. 3. To have the Self Exclusion order revoked after 12 months the Player must complete the relevant form (Revocation Notice Self Exclusion Order) to have it lifted. 4. If the player does not apply for a Revocation Order, the Exclusion will stay in place for 5 years. If the Player agrees to continue with the Self Exclusion then the venue staff member must gather all the relevant paperwork and patron information to complete the process. In WILDCAT, click on Promotions/Card Accounts As per normal search processes find the patron s details (search by surname, swipe the card or enter the membership number). Double Click on the Player s name or click on EDIT or press F4 Click on the tab: Click on the Self (Exclusion) button and the following screen will be displayed: 5

7 Click YES to continue and the following screen will display: Click NO if the player has not submitted a Form 3A. A copy of the form will be printed and the following message displayed: The patron requesting the exclusion must complete this form before the exclusion process can continue. Once this is done click OK to move onto the next step. Alternatively, if the Player has already filled out a Form 3A, click YES in Step 6 to continue. After clicking OK, you will be prompted for the details of the Exclusion. Check the date and time and click NEXT (Wildcat will default to the current time and date). 6

8 Ensure the correct patron is displayed and click NEXT. If the incorrect patron appears click BROWSE and search for the required patron. In the following screen place a tick in the box related to the areas of the Venue from where the Player has asked to be excluded. Click FINISH. You will be prompted to enter the reason for exclusion as per the Player s comments on the Form 3A. Click OK to go to the next screen. 7

9 As per the form 3A please enter the reason for the exclusion into the COMMENT 1 field. Once you have entered the comments, a Form 3B (Self Exclusion Order) will be printed with the Player s details and exclusion particulars. At the prompt confirm the report printed by clicking YES or NO to reprint. The Player s account will then be given an EXCLUDED status which will mean the Player s card will not work in the Gemini Units. The Player will also be removed from all Mail Out reports in Wildcat. The Form 3G (Register of Excluded Persons) will also be electronically updated with the Player s details. You will now see the Self Exclusion Order and Notice in the tab. 8

10 4 Venue Initiated Exclusions Venue Initiated Exclusions are performed at the Venue s discretion and normal Responsible Gambling procedures should be adhered to. In most cases, a Customer Liaison Officer would conduct the Exclusion Process. Basic Elements of the Venue Exclusion Process 1. Once a Venue confirms an Exclusion Direction, there is no cooling off period. The Player s account is immediately flagged as Excluded and they are removed from any Mail Out reports in Wildcat. 2. Once an Exclusion Direction has been confirmed it will remain in place for a minimum of 12 months. 3. To have the Exclusion Direction revoked after 12 months the Player must complete a Revocation Order to have it lifted. A Player may only apply for revocation once per each 12 months. 4. If the player does not apply for a Revocation Order, the Exclusion will stay in place for a maximum of 5 years. If the Player agrees to continue with the Self Exclusion then the venue staff member must gather all the relevant paperwork and patron information before proceeding. In WILDCAT, click on Promotions/Card Accounts As per normal search processes find the patron s details (search by surname, swipe the card or enter the membership number). Double Click on the Player s name or click on EDIT or press F4 Click on the tab: Click on the VENUE exclusion button and the following screen will be displayed: 9

11 Confirm that the Player is to be excluded by pressing the YES button. Ensure the date and time is correct and click NEXT (Wildcat will default to the current date and time). Ensure the Patron selected is correct and click NEXT. If the required patron is not listed click BROWSE and search for the correct patron. Place a tick in the areas of the venue from where the patron is to be excluded: 10

12 Once you click FINISH a Form 3(d) and 3(i) will be printed with the Player s details and exclusion particulars. At the prompt confirm the report printed by clicking YES (or NO to reprint). The patron s account status will be changed to EXCLUDED which will mean the patron s card will no longer work in the Gemini Units. The Player will also be removed from all Mail Out reports in Wildcat. The Form 3G (Register of Excluded Persons) will also be electronically updated with the Player s details. You will now see the Exclusion Direction in the tab:. 11

13 5 Revocations When a Player has been excluded, either by Self Exclusion or Venue Exclusion Direction, they may submit a Revocation Notice to end the period of the Exclusion. Even if a Revocation is not approved (including applications within the 12 month minimum exclusion period), the application will still be logged in the History window. Basic Elements of the Revocation Process 1. If a player wishes to apply for revocation of exclusion then that Player must have already been excluded from the Venue (through Wildcat). 2. An application for revocation may only be applied for if the Player account is currently flagged as EXCLUDED. 3. A Player may only submit a Revocation Application within the 24 Hour Cooling off period (for instant revocation) or after 12 months of the Exclusion starting date. 4. A Player may only apply for Revocation once in a 12 month period. 5. All Revocation requests are recorded and can be viewed (along with comments). 6. Approval for Revocation must be given with 28 days otherwise the account will return to an Excluded state. In WILDCAT, click on Promotions/Card Accounts. As per normal search processes find the patron s details (search by surname, swipe the card or enter the membership number). Double click on the Player s name or click on Edit F4. Click on the tab: 12

14 Because the patron s current status is EXCLUDED only two options will be available in this screen: Apply (for Revocation) and Report (Exclusion Breach). Click Apply to apply for revocation. The Player must have been excluded for more than 12 months (Venue or Self Exclusion) or still be within the 24 hour cooling off period (Self Exclusion) otherwise the application will be rejected by the system and an application logged. Depending on the revocation type (within cooling off period, self exclusion or exclusion direction) one of the following messages will appear and the corresponding report will print. In all cases you will be prompted to confirm your action: Revocation of Self Exclusion Cooling Off Period - Form 3(c) & Form 3(p) will print. Revocation of Self Exclusion - After 12 months (a Form 3C will print). Exclusion Direction - a Form 3(e) will print. 13

15 The application to revoke the exclusion will now show in the tab: If the Venue approves the application, click APPROVE. If approval is not given within 28 days, the account will remain at an excluded state and no new application for revocation can be made in that 12 month period. If approved, the account status is changed to ACTIVE and the normal rules of that membership type will be followed (note: check the player account or card as it may have expired depending on membership type). The Mail Out flag in Wildcat reports will remain unchecked and must be manually confirmed before allowing mail outs to be sent that Player. 14

16 6 Contravention of Exclusion (Breach) When a Player has been excluded, either by Self Exclusion or Venue Exclusion Direction, they must adhere to the rules set out in the Exclusion Order or Direction (i.e. A patron can not enter certain areas of a venue or partake in the activities identified in the Exclusion Order or Direction). Not doing so will result in a breach or Contravention of Exclusion which can result in action from the OLGR against that Player. All Contraventions of Exclusion require a report to be written and posted to the OLGR by the next business day. Key Elements A Contravention of Exclusion may only be recorded if the Player account is currently flagged as EXCLUDED. A Contravention of Exclusion report will be printed and must be completed and posted to the OLGR as soon as is practical (ie posted the next business day). 6.1 Contravention of Exclusion Procedure If a player enters an area or participates in an activity identified in an Exclusion Order or Exclusion Direction, then they are in breach of their Exclusion. All breaches must be reported to the OLGR. Click on Promotions/Card Accounts As per normal search processes find the patron s details (search by surname, swipe the card or enter the membership number). Double click on the Player s name or click Edit F4. Click on the tab: Because of the patron s current EXCLUDED status the only options available are APPLY (for Revocation) and REPORT (an Exclusion Breach). Click on Report. If you wish to continue, click YES. 15

17 A Contravention Notice - Form 3(h) will be printed. Complete this form as appropriate and the breach will be logged. Click OK to continue. Once you click Ok, you will need to provide the details of the Contravention of Exclusion. The first screen will prompt you to enter the date and time of the breach (Wildcat will default to the current date and time). Click NEXT to continue and check the required patron is listed. If not click BROWSE and search for the correct patron s name: Click FINISH to complete. 16

18 A Form 3H will print. Click YES to confirm that it printed correctly. Click NO for a Reprint. You will be advised that the Breach has been successfully logged. A new record will show in the History box. It is now the venue s responsibility to send a copy of the form to the OLGR and keep a copy on site with the current Register of Excluded Patrons. 17

19 7 Altered System Behaviour (Hardware/Software) It is important to know what to expect when a Player has been excluded; either by Self Exclusion or Exclusion Direction (Venue Initiated). 7.1 Gemini Units When a Player has requested a Self Exclusion or given an Exclusion Direction, when they try and insert their Member s Card in a Gemini Unit an INVALID CARD response will be displayed. The Player should then be approached and advised of their Exclusion Order and reported as a Breach as detailed above. A Player may still use the Gemini Units if they have only selected exclusion from Keno or Wagering activities. 7.2 Wildcat Responses If a Player seeks advice from a staff member when they experience the above error message, the staff member can swipe the card in the Patron Maintenance screen (found under Promotions Card Accounts). This screen will display the reason as to why the Patron s account is not valid. In this case, the status of Self Exclusion or Exclusion Direction will be displayed as follows: Patron: EXG Self Exclusion Order dated: dd/mm/yyyy Patron: EXF Exclusion Direction dated: dd/mm/yyyy Patron: EXN Patron has been excluded (if no transaction found to determine date) 7.3 Player Kiosks Unless an Excluded Player has opted for Whole of Venue Exclusion, the Player can still redeem points from a Player Kiosk at any stage. However, they can not participate in kiosk-driven gaming promotions or visitation rewards (i.e. 1 in 10 chance of a free coffee etc). If the Player has opted for Whole of Venue Exclusion, the kiosk will display the message INVALID PATRON. Wildcat Patron Maintenance will confirm the reason for this message as explained above (see Wildcat Responses). 7.4 Point Of Sale Unless an Excluded Player has opted for Whole of Venue Exclusion, the Player can still earn points through Point Of Sale (where applicable). If the Player has opted for Whole of Venue Exclusion, then the account will be locked and POS transactions will not accrue points. 18

20 8 Appendix 8.1 Self Exclusion Flowchart 19

21 8.2 Venue Initiated Flowchart 20

22 8.3 Revocation Flowchart 21