Queens Casino Responsible Gambling Policy
1. Purpose and Scope
This policy sets out the responsible gambling framework applied by Queens Casino to all persons who access gambling services in South Africa. It defines the obligations of the platform, the rights and responsibilities of players, the procedures available to manage gambling behaviour, and the national support structures that apply under South African law.
This policy applies to all registered account holders and visitors who participate in gambling activities through Queens Casino. It is consistent with the responsible gambling framework established by the National Gambling Board of South Africa and the National Responsible Gambling Programme (NRGP), which has been in operation since 1999.
2. Minimum Age Requirement
Access to gambling services at Queens Casino is restricted to persons who are 18 years of age or older. This requirement is based on South African law and industry practice applicable to both land-based and licensed online gambling operators.
Queens Casino reserves the right to request proof of age from any player at any time. Where a player is found to be under the minimum age, access to gambling services will be suspended immediately and the matter will be referred to the relevant Provincial Licensing Authority.
3. Player Responsibilities
Players are expected to approach gambling as a form of entertainment and to remain aware of the risks associated with excessive or uncontrolled gambling. Queens Casino does not accept responsibility for gambling behaviour that results from a player’s failure to apply the tools and procedures described in this policy.
Each player is responsible for:
- Monitoring their own gambling activity and expenditure
- Making use of available account controls where gambling behaviour becomes difficult to manage
- Seeking assistance from national support services when required
- Providing accurate information during any self-exclusion or account restriction process
4. Self-Exclusion Procedure
Queens Casino facilitates formal self-exclusion in accordance with the process prescribed by the National Gambling Board of South Africa.
4.1 Initiating Self-Exclusion
A player who wishes to self-exclude must submit a request to Queens Casino. The request is processed through the designated department responsible for responsible gambling compliance. The player will be required to complete the relevant forms as specified by the applicable Provincial Licensing Authority.
4.2 Submission to Regulatory Authorities
Upon receipt of a completed self-exclusion request, Queens Casino submits the documentation to the relevant Provincial Licensing Authority and to the National Gambling Board for record-keeping purposes. This submission is mandatory under South African gambling regulations.
4.3 Duration and Conditions
Once a self-exclusion order is in effect, the excluded person may not participate in any gambling activity for a minimum period of six months. During this period, the individual is expected to engage with treatment services provided through the South African Responsible Gambling Foundation (SARGF) or an equivalent approved provider.
Upliftment of a self-exclusion order will only be considered after the minimum six-month period has elapsed and upon submission of evidence that the player has attended counselling sessions with a treatment professional approved by SARGF. Queens Casino will not process an upliftment request that does not meet these conditions.
4.4 Enforcement
Any person who attempts to access gambling services at Queens Casino while subject to a self-exclusion order may be denied access. Queens Casino cooperates with Provincial Licensing Authorities and the National Gambling Board in enforcing exclusion records.
5. Account Controls
Queens Casino provides players with the ability to apply controls to their accounts in order to manage gambling activity. These controls may include deposit limits, session time restrictions, and temporary account suspension. Players may request the application or adjustment of these controls by contacting Queens Casino support.
Where a player requests a reduction in a limit or a temporary suspension, the change takes effect immediately. Where a player requests an increase in a limit or the removal of a restriction, a cooling-off period applies before the change is implemented.
6. Staff Training and Identification of At-Risk Behaviour
Queens Casino maintains a programme of staff training directed at identifying indicators of problem gambling. Staff members are trained to recognise behavioural patterns associated with excessive or uncontrolled gambling and to direct affected individuals to the appropriate support resources.
Where staff identify a player who may be experiencing difficulties related to gambling, the matter is escalated in accordance with Queens Casino’s internal compliance procedures. Players identified in this manner may be contacted and provided with information about available support services.
7. National Support Services
Players who require assistance with problem gambling are directed to the following national support services, which are provided free of charge and operate on a confidential basis.
South African Responsible Gambling Foundation (SARGF)
- Toll-free counselling line: 0800 006 008
- WhatsApp and SMS: Send the word HELP to 076 675 0710
- International contact: +27 21 674 5830
- Website: responsiblegambling.org.za
These services are available 24 hours a day, seven days a week. SARGF provides professional telephone counselling and referrals to face-to-face treatment through a nationwide network of approved treatment professionals. Support is also available to immediate family members of persons affected by problem gambling.
National Gambling Board
The National Gambling Board administers the NRGP and maintains records of self-exclusion orders in cooperation with Provincial Licensing Authorities. Further information is available at ngb.org.za.
Responsible Gaming Africa
Additional online support and guidance for individuals affected by gambling-related harm in the region is available at responsiblegaming.africa.
8. Responsible Gambling Awareness
The National Gambling Board and the NRGP observe an annual Responsible Gambling Awareness Month in November. Queens Casino supports this initiative and may provide players with information and resources during this period in accordance with national awareness campaigns.
9. Regulatory Framework
Queens Casino operates within the regulatory framework established by South African gambling legislation and the applicable Provincial Licensing Authority. All responsible gambling obligations described in this policy are consistent with the requirements of the National Gambling Board and the NRGP.
Players who have concerns about the application of this policy or who wish to raise a complaint related to responsible gambling may contact Queens Casino through the designated support channel or may refer the matter to the relevant Provincial Licensing Authority.
10. Policy Review
This policy is subject to periodic review to ensure continued alignment with applicable South African gambling regulations and responsible gambling standards. Players are advised to consult this document for the current version of the policy.