gambling making an informed decision
responsible gambling Responsible gambling occurs in a regulated environment where the potential for harm associated with gambling is minimised and people make informed decisions about their participation in gambling. Responsible gambling occurs as a result of the collective actions and shared ownership by individuals, communities, the gambling industry and government, to achieve outcomes that are socially responsible and responsive to community concerns. our mission Conrad Jupiters, Conrad Treasury and Jupiters Townsville Casinos are committed to best practice in the provision of responsible gambling, with the aim of minimising the potential harm to individuals in the community through Responsible Gambling Practices. Conrad Jupiters, Conrad Treasury and Jupiters Townsville Casinos take a community minded approach to the conduct of their business. As part of our Customer Awareness Program, we have a commitment to provide a safe, secure, and responsible environment in which members of the community are able to enjoy themselves. Our approach to responsible gambling forms an integral part of this commitment. As Queensland gambling providers, Conrad Jupiters, Conrad Treasury and Jupiters Townsville Casinos operate in accordance with the Queensland Responsible Gambling Code of Practice. This code of practice represents a voluntary commitment by the entire gambling industry to the provision of responsible gambling.
problem gambling For many people, gambling is an enjoyable leisure and entertainment activity. As a result, most people perceive casinos as good value and good fun, providing a diverse range of leisure and entertainment options, including gambling. For a small percentage, gambling can become a problem. No longer enjoyable for them, gambling begins to create money worries and stress, which can affect their family members, relationships, health and work. If you think you, or someone you know, may have a gambling problem, look for the following behavioural signs. Gambling more money than they can afford Gambling with household and other essential funds Borrowing money to gamble Absences from home or work Dishonesty or secrecy about gambling activity Experiencing severe mood swings Arguing increasingly, especially about money matters Increased alcohol consumption Easily bored by everyday events Denial of any gambling problem despite the obvious signs
getting help The following contacts are available to customers who feel they may need assistance in controlling their gambling. All communication is private and confidential. This independently run service offers support for gamblers and others who may be affected by gambling. The Gambling Help Line is a free, confidential service, available 24 hours a day. self exclusion If customers are looking for assistance in controlling their gambling problems, they may consider exclusion as a valuable deterrent. Conrad Jupiters, Conrad Treasury and Jupiters Townsville Casinos provide a self exclusion program for customers wishing to ban themselves from entering gambling areas at any of our casinos. Once excluded: Persons entering the gambling areas of Conrad Jupiters, Conrad Treasury and Jupiters Townsville will be committing an offence by law, and are subject to prosecution and penalties including fines of up to $3,000. Membership of the casino gaming reward programs at Conrad Jupiters, Conrad Treasury and Jupiters Townsville are suspended with associated benefits no longer available to the excluded person Persons are removed from all mailing lists used for marketing purposes.
odds of winning Gambling should not be seen as a means of financial betterment. All casinos maintain a favourable percentage in all gambling products offered. To assist customers in making informed decisions regarding their gaming choices, we provide information on how to play all games available in our casinos. Ask for a copy of our Gaming Guides on how to play. The odds of winning are incorporated in a number of our Gaming Guides and are also available in the Player Information Guide located at any Security Podium. customer complaints resolution Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos have in place a comprehensive complaints resolution process for gambling and responsible gambling related matters. All complaints are referred through this process for resolution by the appropriate level of management. In the event a complaint can not be resolved by this process, customers have the opportunity to refer their complaint to the Queensland Office of Gaming Regulation (QOGR). minors are prohibited It is an offence by law for any person under the age of eighteen (18) years to participate in gambling activities. Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos prohibit persons under 18 years of age from entering any gambling area. Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos also prohibit persons from leaving their children unattended in any area. Persons found doing so may be excluded from the casinos and/or subject to prosecution.
responsible service of alcohol Service of alcohol is not permitted at gaming tables or gaming machines in the public gambling areas of Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos. Non-alcoholic beverages, including tea and coffee, are available to customers. As part of our commitment to responsible gambling, persons who are unduly intoxicated are not permitted to continue to gamble. Our casinos advocate the responsible service of alcohol with their staff. Training regarding individual and company responsibilities, in relation to gambling and the service of alcohol, is provided to relevant staff members. passage of time As part of our commitment to responsible gambling practices, Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos have taken measures to ensure customers are aware of the passage of time whilst they are gambling. Intensive, repetitive and extended play is not encouraged. financial transactions Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos have numerous financial policies and procedures in place to assist customers in maintaining responsible gambling practices. Automatic Teller Machines (ATMs) are not provided within gambling areas. The lending of money or credit betting is prohibited. The cashing of cheques is not permitted other than by prior arrangement. Cheques issued by the casino for winnings can not be cashed at the casino within 24 hours of issuance.
advertising and promotions Conrad Jupiters, Conrad Treasury and Jupiters Townsville casinos conduct all advertising and promotional activity in accordance with the regulations governing such activities. All properties ensure that advertising is sensitive to prevailing community standards and is not directed at minors. For details of the regulations governing advertising and promotions, please refer to our Responsible Gambling Policy available from any Security Podium. our commitment As business leaders in our local communities, we are conscious of our social obligations and are firmly committed to the provisions and ideals of the Queensland Responsible Gambling Code of Practice. All staff associated with our gambling products undertake a comprehensive, professional training program to ensure this commitment is maintained. customer liaison A representative from each of our casinos is available to assist customers in sourcing information in relation to referrals to QOGR or local gambling support services. For any of this information or to discuss the option of self exclusion, customers can call and ask to speak with a member of the Gaming Management team at Conrad Jupiters 07 5592 8100, Conrad Treasury 07 3306 8888 or Jupiters Townsville 07 4722 2333.
Player Information Guide The Player Information Guide is intended to only provide you with general information on gambling offered by the casino, with the aim of increasing your understanding of all casino games and gambling opportunities. The casino takes no responsibility and cannot be held liable for any decision made on the basis the information contained in the Guide. Introduction: Gambling is an enjoyable leisure activity for many Australians and the Conrad Jupiters & Conrad Treasury Casinos has prepared the Player Information Guide to assist you to make informed decisions on your gambling at the casino. It contains information on government regulations, gambling products and services offered by the casino, player return rates and chances of winning and some basic suggestions to help you enjoy gambling within your means. The Guide supports the Queensland Responsible Gambling Code of Practice and supporting documentation (Queensland Responsible Gambling Resource Manual) in the responsible provision of gambling products and services by the casino. 2. Government regulations: All gambling products and services are regulated by government agencies, particularly the Queensland Office of Gaming Regulation. This means that no casino, club or hotel in Queensland can operate any gaming machine or game without being formally approved for operating that machine or game. The approval process includes, among other things, a stringent testing of all gaming machines to ensure they meet all legislative requirements. The approval process is an assurance to the patron that the gaming machine or game that they play meets all prescribed standards. 3. Gambling products and services available at the casino: The casino provides the following gambling products and services for the enjoyment of its customers: Roulette Blackjack Jupiters 21/Treasury 21 Pai Gow Craps Sic Bo Jupiters/Treasury Wheel Caribbean Stud Poker Two-up Baccarat Gaming Machines
Keno Wagering (TAB) Electronic Roulette Chances of winning: Roulette A game of chance, the Australian roulette wheel has 37 numbers on it: 18 red, 18 black and one zero. The wheel is spun in one direction and a small non-metallic ball in the other. Players can bet Straight Up (betting the ball lands on a specific number), or bet on combinations of numbers, red or black, odd or even and low or high (whether the number is between 1 and 18 or 19 and 36 inclusive). The house margin is always the same at 2.7% Blackjack Blackjack is a card game of chance and skill in which players may improve their chance of winning by using a betting strategy. After receiving two cards from the dealer, the player can choose to be dealt more cards so as to have a total score closer to 21 than the dealer s total without going over 21. Face cards count as 10, aces count as 1 or 11 and the cards 1 to10 count as their face value. The house margin for Blackjack is generally less than 0.5% for skilled players. Pai Gow Pai Gow is a game played with a set of 32 tiles. Each Pai Gow hand consists of 4 tiles. After receiving their tiles from the dealer, the player must arrange them into 2 hands of 2 tiles each, a high hand and a low hand. In order to win, the player must beat both of the Banker s high and low hands; beating only one of the Banker s hands, results in a tie. Tiles are ranked individually and in pairs; the highest pair being Gee Jun. The house margin for Pai Gow is 2.84%. Jupiters 21/Treasury 21 Jupiters 21/Treasury 21 is a variation of Blackjack and is commonly referred to as Spanish Blackjack. The main difference between Jupiters 21/Treasury 21 and Blackjack, is the tens (not face cards) have been removed. Other differences are higher payouts for set hands for example, three sevens, the player automatically wins on 21 and players have the option to surrender half of their wager. The house margin for Jupiters 21/Treasury 21 is generally 1.25%. Craps Craps is a game played with 2 dice where players may wager on any combination of the 2 dice. There are a wide range of bets on Craps which may seem tricky at first, but taken individually, the bets are quite simple. Players are given the chance to roll the dice provided they have a wager on the Win Line or Don t Win Line. As 7 is the most common combination, many of the wagers are based on the shooter rolling a 7 or not rolling a 7. An example of this is 8 the hard way (4/4) wins, if the shooter rolls two 4s and only loses, if the shooter rolls a total of 7 or another combination
of 8. One roll wagers are wagers that are determined on the outcome of the next roll for example, the field is a series of dice totals (2,3,4,9,11 and 12) that win if any of the totals are rolled and lose if any other total is thrown. The house margin on Craps varies greatly from 16.67% for a wager on any 7 (one roll) to 0.85% on win odds. The overall house margin is around 2%. Sic Bo In Sic Bo three dice are rolled and players try to predict various combinations, totals and outcomes. House margins for each type of bet vary from 2.8% (big, small or combinations of two dice) to 16.2% for a specific triple. Sic Bo is a game of chance so there are no betting strategies to reduce these margins. Conrad Jupiters & Conrad Treasury Wheel Another game of chance, The (Insert the Casino name) Wheel is divided into 52 compartments, each showing one of the seven different symbols. Players bet on a symbol and win if the wheel stops on that symbol. The house margin is 7.7% for all symbols and cannot be reduced. Caribbean Stud Poker This card game is a game of chance and skill and is based on five-card stud poker. For an initial stake or ante, players receive five cards face down while the dealer receives four cards face down and one card face up. If a player thinks they cannot beat the dealer s hand, they can forfeit their stake. To play on, the player s next bet must be twice the original stake. The best poker hand between each player and the dealer wins. There are also jackpot bets available. The house margin for Caribbean Stud Poker is about 5.5%, which includes an allowance for the jackpot. Baccarat Baccarat is a game of chance where numbered cards less than 10 count as their face value, aces are worth 1, and 10s and face (picture) cards are worth 0. Two cards are dealt to both the player s hand and the banker s hand, then depending on the totals of those first two cards, a third card may be dealt to either or each hand. These totals are read as if the first digit does not exist so a hand totalling 15 becomes 5. The winner of the game has the total card value closest to 9. Players can bet on the player s hand or the banker s hand, or bet that the hands will tie. The house margin for Baccarat is around 1.2% Electronic roulette Electronic roulette is a means of accessing a live roulette game through electronic terminals. Players place their wagers on a touch screen. The result is determined by the ball coming to rest in the wheel on a live game. The payout odds and house margin are exactly the same as that on a live game. Gaming machines Gaming machines in casinos in Queensland are programmed to return an expected average rate of a minimum of 90% or greater to the player over a long period of time. This player return rate is
not an outcome of a single game but an average of many games on a machine over a period of time. The reason for this is that gaming machines use the concept of chance and randomness. Chance is the likely outcome of a particular event and randomness is the order in which the outcome will occur. For instance, the chance of getting a head or a tail when you toss a coin is 50/50 and there is no particular order in which the head or tail will occur (randomness). As gaming machines have far more possibilities than a coin (which has only two possibilities head or tail) the chance and randomness of achieving a winning outcome is very different, as illustrated in the table below. Generally the higher the prize, the more unlikely it is to occur. Chances of winning Prize value More than 500 200 to 499 100 to 199 50 to 99 20 to 49 10 to 19 5 to 9 1 to 4 Chance of the prize happening on a single play line (including scatters) 1 chance in: 10,198 2,669 1,458 450 246 106 53 10 Prize type by symbol combination Highest prize combination 5 of a kind 4 of a kind 3 of a kind 2 of a kind 1 of a kind Chance of the combination happening on a single play line 1 chance in: 9,765,625 4,784 490 45 9 Overall chances on a single play line Chance of ANY prize 1 in 8 Chance of NO prize 7 in 8
Caution All the values shown are averages. It is likely that significant variations to these will happen during any session of play. If the machine you are playing is a linked machine, the chances of a prize or combination occurring will be different to those above (but can only be better). Keno Keno uses a random number generator and the chance of winning the jackpot are as follows: 7 spot 1 in 40,979 8 spot 1 in 230,114 9 spot 1 in 1,380,687 10 spot 1 in 8,911,711 The average player return rate for keno is 75%. TAB The odds of winning for gambling on racing through the TAB are displayed on monitors in the casino for each particular race. On average, the player return rate for this form of gambling is 84%. Basic suggestions to enjoy gaming within your means: Only you can decide how much time and money you want to spend on gambling at the casino. You should spend only what you can afford to lose. When gambling at the casino, you should remember that all games are products of chance and randomness and there is no guarantee that you will achieve the winning outcomes all the time. Take a break from your gambling from time to time. You should also note that you cannot confuse or trick gaming machines to produce winning outcomes by playing at certain times of the day, touching the machine in a certain way, changing the speed of play or changing bet levels. In summary: Conrad Jupiters and Conrad Treasury promote a responsible approach to gambling and offers gaming 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 habits, please contact Conrad Jupiters on 07 55921133 or Conrad Treasury 07 33068888.
COMPLAINT RESOLUTION PROCEDURES The casino will follow the following procedures when resolving customer complaints: Frontline staff member handles minor complaints. The matter is escalated to the next level appropriate frontline staff, floor manager, pit boss, shift manager. The Pit Boss has the authority to contact surveillance for evidence and further investigation of particular situations Should the complaint be of a particular matter or resolution is not satisfactory to all parties the shift manager will escalate the matter to the Director of Gaming and the Director of International Marketing. Queensland Office of Gaming Regulation receives notification of all decisions made at the Director level. Should the complaint remain unresolved, the player is encouraged to report the situation to the Queensland Office of Gaming Regulation Should a complaint be made against the casino, the player is encouraged to contact the Queensland Office of Gaming Regulation directly. Complaints are recorded in pit diaries and in each shift manager report
APPLICATION FOR SELF-EXCLUSION I,... of..... have requested on this day... that the Management of Conrad Jupiter & Conrad Treasury Casinos exclude me from entry to Conrad Jupiters & Conrad Treasury Casinos... I acknowledge that following my request, you will issue a direction under Section 92 of the Casino Control Act prohibiting me from entering or remaining in Conrad Jupiters & Conrad Treasury Casinos. I understand that I will be committing an offence under Section 99 of the Casino Control Act if I enter or remain in Conrad Jupiters Casino or Conrad Treasury Casino whilst the exclusion is current. Such an offence may make me liable for prosecution under the Casino Control Act. I accept that: whilst you try to deny me access to the Conrad Jupiters Casino and Conrad Treasury Casino, it is beyond your control to oversee the movement of all persons into and out of the Casino. you will not be liable for any negligent act or omission that results in my obtaining entry into the Conrad Jupiters Casino or Conrad Treasury Casino. my Casino Membership will be automatically revoked upon this exclusion from the Conrad Jupiters Casino and Conrad Treasury Casino taking effect. All Casino benefits or privileges will be automatically cancelled and my Casino Rewards Card is to be returned to the Conrad Jupiters Casino and Conrad Treasury Casino on the date of this exclusion On return of the Card, any Bonus Dollars held in my Account at the time will be paid to myself. This document is not intended to create a legally binding relationship between us. If I gain entry into either the Conrad Jupiters Casino or Conrad Treasury Casino, I will have no claim against you for any breach of contractual duty. A written application to have the exclusion lifted may be made to Casino Management after a period of 12 months. Demonstration of a change in circumstances must accompany the application. I acknowledge that Casino Management has absolute discretion in deciding whether to revoke the exclusion or not and that I will only be permitted to re-enter the Conrad Jupiters Casino and Conrad Treasury Casino upon receipt of written confirmation that my exclusion has actually been revoked. I am fully aware of the consequences should I attempt to enter either the Conrad Jupiters Casino or Conrad Treasury Casino whilst excluded and have been provided with a copy of the relevant Sections of the Casino Control Act, namely Section 92 through to Section 100.
REASON FOR SELF- EXCLUSION:...... Signature of Patron:...Date:. Signature of Witness:... Date:.. Copies sent to Patron Yes/No Queensland Office of Gaming Regulation Yes/No
FINANCIAL TRANSACTIONS POLICY ATMs and EFTPOS ATMs are located outside the gaming areas Credit Credit betting is illegal and the casinos will not extend credit for gaming under any circumstances Cashing of cheques The cashing of cheques is not permitted other than by prior arrangement The casinos have the right to refuse cashing a cheque Payment of prize winnings Payment of winnings by cheque, above a set limit, is recommended Cheques issued by our Casinos for winnings can not be cashed at either Conrad Jupiters or Conrad Treasury Casinos within 24 hours of issuance
ADVERTISING AND PROMOTIONS CODE OF PRACTICE Conrad Jupiters and Conrad Treasury Casinos subscribes to the following principles regarding gambling advertising and promotions: Gambling advertisements and promotions should comply with the Advertising Code of Ethics as adopted by the Australian Association of National Advertisers Gambling advertisements and promotions should be in good taste, focus on leisure and entertainment rather than winning and should not offend prevailing community standards Gambling advertisements and promotions should promote the Casino as a responsible gambling venue and should not focus exclusively on gambling but highlight the range of leisure and entertainment activities available. Advertisements and promotions should not be false, misleading or deceptive and should not give the impression that gambling is a reasonable strategy for financial betterment or encourage development of irresponsible gambling habits Gambling advertisements and promotions should inform consumers, in a clearly discernible way, of applicable terms, conditions and limitations of any offer and should not implicitly or explicitly misrepresent the probability of winning a prize. Gambling advertisements and promotions should not offer a false understanding of how gambling technologies work or include misleading statements about odds, prizes or chance of winning. Gambling advertisements and promotions should be limited to adult viewing and listening times. Betting and gambling broadcasts are banned in G classifications. Gambling advertisements and promotions should not combine gambling with alcohol, such as discounted or free drinks, or encourage the use of happy hours to promote gambling or depict or promote the consumption of alcohol while engaged in the activity of gambling Marketing activities should not continue to target self-excluded members or involve any irresponsible trading practices Gambling advertisements and promotions should not implicitly or explicitly be directed at minors or vulnerable or disadvantaged groups or portray people in a way that discriminates against a person or section of the community on the basis of their race, ethnicity, nationality, sex, age, sexual preference, religion, disability or political belief Gambling advertisements and promotions should not violate confidentiality or privacy of players or have external signs advising of winnings paid, without the prior consent of a player Gambling Promotional Activity shall be submitted to the Queensland Office of Gaming Regulation for approval and should comply with the provisions of the Charitable and Non-Profit Gaming Act 1999.
RESPONSIBLE GAMBLING POLICY POLICY The Queensland Responsible Gambling Code of Practice is designed to achieve the following outcomes: a safe and supportive gambling environment minimisation of potential harm to individuals and the wider community access to timely, appropriate information; and assistance for customers adversely affected by gambling customers are able to make informed decisions about their gambling practices management, team members, external organisations and customers understand their responsibilities and take shared ownership for Responsible Gambling Conrad Jupiters and Conrad Treasury has a commitment to achieving the outcomes of the Queensland Responsible Gambling Code of Practice. In line with this commitment, Conrad Jupiters and Conrad Treasury endeavours to: provide accurate, meaningful and readily accessible information to enable customers to make informed decisions when considering their level of gambling activities work closely with External Support Agencies in providing assistance and information for customers adversely affected by gambling provide sensitive and confidential support to customers that wish to exclude themselves from the gaming floor ensure self-excluded customers do not receive promotional material assist self-excluded customers to selfexclude from other casinos provide a pleasant, safe and comfortable gambling environment prohibit minors from playing and exclude them from the gaming floor encourage customers to be aware of the passing of time encourage customers to take breaks in play prevent intoxicated customers from gambling assist customer to not spend more than they had planned to accepting cheques only after prior arrangements limit the cashing of winnings cheques prohibit credit betting ensure advertising and promotions enable customers to make informed decisions about their gambling; do not focus exclusively on gambling and do not create misconceptions about gambling The following initiatives are designed to assist in the implementation, maintenance and continuous improvement of Responsible Gambling practices a Responsible Gambling committee meets regularly to discuss issues and make improvements a Senior Gaming Manager or Casino Shift Manager is responsible for the maintenance and continuous improvement of Responsible Gambling practices compulsory ongoing training is conducted for team members employed directly in providing service for gambling activities all new team members are introduced to Responsible Gambling practices in General Orientation, the Pre-Employment meeting, and are expected to understand their role and responsibilities
For further information, contact: The Responsible Gambling Liaison Manager at Conrad Jupiters & Conrad Treasury Casinos. Mary Marquass Email : mmarquass@conrad.com.au Key points Brochures are available on Responsible Gambling practices Minors and intoxicated customers are prohibited from gambling A Senior Gaming Manager or Casino Shift Manager may offer assistance to customers adversely affected by gambling Customers may self-exclude from the gaming floor.