1. Purpose and Scope
This document sets out the responsible gaming framework applied at The Star Sydney Casino. It describes the obligations of the venue, the tools available to players, the procedures for requesting assistance or restrictions, and the external support services accessible to anyone affected by gambling harm.
This policy applies to all persons accessing gaming areas or services at The Star Sydney Casino. It is consistent with responsible gambling obligations applicable to casino operators in New South Wales and reflects national harm-minimisation standards recognised across Australian jurisdictions.
Gambling is lawful entertainment for adults. It is not a source of income, and outcomes cannot be predicted or controlled. This policy is intended to support gambling activity remaining within those boundaries for every person who engages with the services provided at the venue.
2. Minimum Age Requirement
Access to all gaming areas and participation in any form of gambling at The Star Sydney Casino is restricted to persons aged 18 years or older. This requirement is a legal obligation under Australian law and is enforced without exception.
Staff are required to verify the age of any patron who appears to be under 25 years of age. Acceptable identification includes a current passport, Australian driver licence, or government-issued proof-of-age card. Persons who cannot produce satisfactory identification will be refused entry to gaming areas.
Minors are prohibited from entering gaming floors or using any gaming terminals. Any person found to be under 18 in a gaming area will be removed immediately, and the matter will be handled in accordance with applicable legal requirements.
3. Responsible Gaming Tools
The Star Sydney Casino provides a range of tools to help patrons maintain control over their gambling activity. These tools are available on request and, where applicable, can be activated through account settings or by speaking directly with a staff member or the Responsible Gaming team.
3.1 Deposit and Spend Limits
Patrons may set daily, weekly, or monthly limits on the amount they deposit or spend on gaming. Once a limit is set, it takes effect immediately. Requests to increase a limit are subject to a cooling-off period before the increase is applied. Requests to reduce a limit take effect without delay.
3.2 Time Limits and Session Reminders
Patrons may request that session reminders be activated. These notifications indicate the amount of time spent gambling during a session. Time limits can also be set to restrict the duration of individual gaming sessions.
3.3 Cooling-Off Periods
A cooling-off period allows a patron to temporarily suspend access to gaming for a defined period. During a cooling-off period, access to gaming areas or gaming account functions is restricted. The cooling-off period cannot be cancelled before it expires.
3.4 Self-Exclusion
Self-exclusion is a voluntary arrangement under which a patron requests to be excluded from gaming at The Star Sydney Casino for a specified period. Self-exclusion requests are processed by the Responsible Gaming team and require identity confirmation. Once active, the exclusion is enforced through access controls and staff monitoring.
Patrons who wish to self-exclude from licensed online and phone wagering services across Australia may also register with BetStop, the national self-exclusion register for online wagering operators.
Self-exclusion does not automatically extend to other venues or platforms unless separately requested through the relevant operator or scheme.
4. Staff Obligations and Monitoring
All gaming floor staff at The Star Sydney Casino are trained in the responsible service of gambling. Staff are required to monitor patron behaviour and to intervene where there are observable signs of gambling harm. Interactions of this nature are recorded in a responsible gambling register maintained by the venue.
Signs that may prompt a staff interaction include, but are not limited to:
- Extended uninterrupted play
- Visible distress
- Requests for credit or loans
- Statements indicating loss of control
- Behaviour inconsistent with recreational gambling
Staff will not serve alcohol to a patron who appears intoxicated to a degree that impairs their capacity to make informed decisions about gambling. Patrons are advised not to gamble while under the influence of alcohol or other substances.
5. Signage and Information
Responsible gambling signage is displayed at all entry points to gaming areas and at gaming terminals throughout the venue. This signage includes information on the risks of gambling, the prohibition on underage gambling, and contact details for support services.
Player information materials are available at the venue and describe the nature of gambling odds, the concept of the house edge, and guidance on setting personal limits. These materials are provided free of charge.
6. Recognising Gambling Harm
Gambling harm can affect anyone. The following are recognised indicators that gambling may have moved beyond recreational activity:
- Spending more time or money on gambling than intended
- Attempting to recover losses by continuing to gamble
- Neglecting work, family, or financial responsibilities due to gambling
- Feeling anxious, irritable, or distressed when not gambling or when attempting to stop
- Borrowing money or selling assets to fund gambling
- Concealing gambling activity from others
If any of these apply, patrons are encouraged to use the tools described in Section 3 and to contact one of the support services listed in Section 8.
7. Patron Responsibilities
Patrons are expected to engage with gaming services in a manner consistent with responsible gambling principles. This includes:
- Gambling only with money that can be afforded to be lost
- Setting personal time and financial limits before beginning a session
- Taking regular breaks and not gambling for extended uninterrupted periods
- Not gambling to recover losses or to address financial difficulties
- Seeking assistance promptly if gambling is causing harm
The Star Sydney Casino provides tools and information to support responsible gambling, but the decision to use those tools rests with the patron. Patrons are encouraged to make use of available controls proactively rather than reactively.
8. Support Services
The following services provide free, confidential support to anyone affected by gambling harm in Australia. These services are independent of The Star Sydney Casino.
- National Gambling Helpline: 1800 858 858 (24/7, free)
- Gambling Help Online: gamblinghelponline.org.au (24/7 online chat and counselling)
- GambleAware NSW: available through NSW Government channels
- Victorian Responsible Gambling Foundation: +61 3 9452 2600 / [email protected]
- Lifeline: 13 11 14
- Beyond Blue: 1300 224 636
- Relationships Australia: 1300 364 277
The National Gambling Helpline operates 24 hours a day, seven days a week, and connects callers with professional counsellors at no cost. Gambling Help Online provides equivalent support through web-based chat and referral services.
9. Regulatory Framework
The Star Sydney Casino operates under the responsible gambling obligations applicable to casino venues in New South Wales. The Responsible Gambling Fund, an advisory body to the NSW Government, supports the funding of responsible gambling programs and initiatives across the state.
At the national level, the Australian Department of Social Services recognises gambling harm as a public health concern and funds programs and helplines to address it. The venue’s responsible gaming practices are designed to align with both state-level regulatory requirements and national harm-minimisation standards.
10. Contact - Responsible Gaming Team
Patrons who wish to discuss responsible gaming tools, request a self-exclusion, set account limits, or raise a concern related to gambling harm may contact the Responsible Gaming team directly at the venue. Staff are available during all operating hours and are trained to handle these matters with confidentiality and without judgement.