Crown PlaySafe

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Crown PlaySafe is our enhanced approach to care that places the wellbeing of our guests at the centre and broadens our focus from supporting those experiencing gambling harm, to preventing it from happening in the first place. Players who have questions about this policy, require assistance with responsible gaming tools or wish to request self-exclusion are encouraged to contact Crown Casino customer support through the official channels listed on the website. This Responsible Gaming statement sets out the principles, measures and obligations adopted by Crown Casino to provide Australian players with a safe and controlled online pokies australia real money instant withdrawal no deposit bonus gambling environment, in line with applicable laws, regulations and recognised industry standards. Gambling safety features like mandatory carded-play, time and spend limits, and online self-exclusion are some of the many tools being implemented to support guests to play safely.” With a focus on collaboration and engagement with government, industry and community-based partners, I am confident that together we can reduce gambling harm and create a safer gambling future for all Australians.” The team will also develop a new knowledge exchange hub for business and industry including awareness and prevention education tools, testing of safer gambling concepts and research, and events and seminars to promote safer, more positive player experiences. The plan includes a renewed focus on player wellbeing and care, a new Crown PlaySafe approach, and the establishment of a dedicated gambling research and policy team which has been led by public health research expert Dr Jamie Wiebe since March 2022.
The Crown PlaySafe Code of Conduct sets out our commitment to take all reasonable steps to prevent guests from experiencing harm as a result of gambling at Crown. Our Crown PlaySafe Centre is a welcoming, comfortable, and quiet space where all guests can go to seek information and services to make their gambling experience a positive one. Our dedicated Crown PlaySafe Team are onsite 24/7 to support safer gambling for all guests, and provide confidential support for any guest who has a question or concern about their own, or someone else’s gambling. While Crown Casino provides tools and safeguards, each player remains responsible for their individual gambling decisions, including the obligation to comply with legal age requirements and to use the platform in a manner consistent with personal financial circumstances and wellbeing. Crown Casino implements internal policies and training programs to ensure that relevant personnel understand responsible gaming obligations, can identify potential indicators of problematic behaviour and are able to respond in line with applicable regulatory frameworks and internal protocols. Crown Casino encourages players to regularly assess their gambling behaviour and to be attentive to indicators that may suggest a loss of control, financial strain or negative impact on personal, family or professional life. Access to real money gambling services at Crown Casino is strictly limited to individuals who have reached the legal gambling age in their relevant Australian jurisdiction and who have successfully completed our identity verification procedures.
Warning signs may include gambling with funds intended for essential living expenses, chasing losses, increasing stakes to recover previous losses, neglecting responsibilities, borrowing money to gamble, or experiencing distress, anxiety or irritability related to gambling activity. “We know that we can do more to maximise player safety, which is why Crown is scaling up all efforts to introduce these world-leading initiatives that help to educate and support guests to play in a positive and safe way. Under new leadership, Crown has invested over $13 million in gambling harm prevention and support, as well as doubled the size of its Crown PlaySafe team in the last 12 months. The plan forms part of the company’s Future Crown transformation program and aims to broaden the company’s focus from identifying and supporting those experiencing gambling harm to preventing it from happening in the first place. This engagement provides the opportunity to exchange information and ideas and, through more formal conference presentations and panel memberships, Crown shares advances in its own programs and services. Staffed by a dedicated and professional team within each Resort, Crown PlaySafe Centres also provide confidential support, programs and referrals to those concerned with their own or someone else’s gambling.
A loss limit is the maximum amount you’re willing to lose based on your comfort level. Player Activity Statements provide information on your gaming play, and helps guests keep track of their wins and losses. Guests observed to be gambling continuously for three (3) hours on an Electronic Table Game or six (6) hours on a Table Game will be approached and encouraged to take a fifteen (15) minute break from gambling. While we always encourage guests to discuss taking a break from gambling with the person they are concerned about, we understand that some may not be ready to access help or make a change. Gambling harms are the potential consequences of gambling that lead to a decline in the wellbeing of an individual, their family or the wider community. Crown also understands that some guests experience our products in ways that are not entertaining, and in ways that can create harm for the guest, their family and the broader community. This Responsible Gaming policy is reviewed periodically to reflect changes in legislation, regulatory guidance, technological capabilities and best practice standards in Australia and internationally.
Customers and employees benefit from continuous Crown PlaySafe awareness campaigns about Crown PlaySafe products and services, and the Crown PlaySafe Code of Conduct. In 2023, in an evolution to our approach to ‘responsible gambling’, Crown Melbourne officially opened its new ‘Crown PlaySafe Centre’ and rolled out a new Crown PlaySafe identity as part of expanded gambling reforms being implemented across its Australian Resorts. Crown is committed to providing a safe, accountable, and enjoyable gambling experience at each Resort, engaging internally and externally to achieve socially responsible outcomes. Meaning that if a member has not yet reached their Time or Loss limit on EGMs, a break will still be required if a Play Period limit has been reached. Twelve (12) hour daily and forty-eight (48) hour weekly Play Period policies are also in operation at Crown. A Self-Exclusion is for a minimum period of 12 months, with longer options available.
Led by gambling harm research and policy specialist Dr Jamie Wiebe, Crown will invest in best practice gambling harm prevention strategies that prioritise player wellbeing and care. With a focus on prevention, qualitative and quantitative research was undertaken to ensure Crown PlaySafe and its approach had the most impact among those who play within Crown’s Australian resorts. Crown PlaySafe Knowledge Hub is our commitment to provide access to Crown PlaySafe’s resources and materials to share our latest knowledge and experiences to enable other organisations in the industry to develop their own capabilities. Crown recognises that in delivering its Crown PlaySafe programs and services, it does so as a shared responsibility as part of the gaming industry, with government, communities, and individuals, all working in partnership. To help keep track of play, each EGM features a Service Window that displays a guest’s set limits, along with the time and losses they have accrued. From 26 November 2025, guests will be required to have a valid Membership Card and set their own Time and Loss limits for EGM play. Guests observed to be gambling continuously for three (3) or more hours will be approached and required to take a minimum fifteen (15) minute break from gambling.
Players are advised to gamble only with discretionary funds, to set personal limits before commencing play, to avoid gambling when under the influence of alcohol or other substances, and to seek assistance promptly if gambling begins to cause concern. Where required or permitted by law, Crown Casino may intervene in cases of suspected gambling-related harm, including by providing information about support options, applying restrictions to accounts or enforcing exclusions. Players who believe they may be experiencing gambling-related harm are strongly encouraged to seek assistance from professional support services that operate independently of Crown Casino and provide confidential help to individuals and families.
For this reason, Crown has a Third Party Exclusion Program that allows you to apply for a review of a guest’s gambling behaviour. It can harm not only the person who gambles, but also family, friends, workplaces and communities.” – Gamblers Help Website, 2019. It can be hard to recognise when your own gambling is leading to harm, which is why it is important to regularly check in with your gambling and understand the warning signs. That’s why we’ve introduced Crown PlaySafe – a world-class initiative that extends to every guest, no matter how they play or what they require.
Crown requires all guests to take regular breaks from gambling, and we may check in with guests from time to time. If you would like to increase your loss limit (or decide to opt-out after setting a limit) there will be a 24-hour cooling off period before changes can be applied. Your limit is based on your net loss, total buy-ins minus your total winnings over the period of time the limit is set. A deposit limit is the maximum amount of new funds you can bring into Crown Sydney to play with each day. Crown Rewards allows guests to access statements relating to play on request.