Safer Gambling

Our commitment
Gambling related harm
Getting help
Safer Gambling Strategy
Exclusions
Odds of winning
Gambling-related feedback
Minors are prohibited
Responsible service of alcohol
Gambling environment
Financial transactions
Advertising and promotions
Customer liaison officer
Pre-commitment system
The Orpheus Room conditions of entry

Our commitment

The Ville Resort – Casino is committed to best practice in providing safe gambling, with the aim of minimising the potential harm to individuals in the community through safer Gambling Practices and the implementation of the Safer Gambling Strategy.

We take a community minded approach to the conduct of our business and are committed to providing a safe, secure and responsible environment. Our approach to safer gambling forms an integral part of this commitment. As a Queensland gambling provider, The Ville Resort - Casino operates in compliance with the Queensland Responsible Gambling Code of Practice.

Gambling related harm

For most people, gambling is an enjoyable leisure and entertainment activity. Casinos are perceived by many as good value and a fun experience, providing a diverse range of leisure and entertainment options, including gambling.

For some people, gambling can inflict gambling related harm. Some risk indicators of gambling related harm may include:

  • Having a difficult time managing their gambling behaviour within their limits
  • Having tried unsuccessfully to stop gambling
  • Gambling with household and other essential funds
  • Borrowing money to gamble
  • Gambling more money than they can afford
  • Having lost an important relationship due to gambling
  • Having lied to others to hide their gambling
  • Having lost a job due to gambling

Gambling related harm exists when gambling activity results in a range of adverse consequences where:

  • The safety and wellbeing of gambling customers, or their families and friends, is placed at risk; and /or
  • Negative impacts extend to the broader community

Getting help

The following service is available to people who feel they may need assistance in controlling their gambling behaviour. All communication is private and confidential.

  • The Gambling Help Line is an independently run, free, confidential service (available 24 hours a day) which offers support for individuals who are adversely affected by either their own or somebody else’s gambling behaviour. Call on 1800 858 858 or visit their website.
  • Centacare is a social services organisation that provides free and confidential counselling services. For Townsville and North West Queensland you can phone 1300 NQCARE (1300 672 273) or visit their website.

Additionally, The Ville Resort-Casino has a dedicated Safer Gambling Team who are available by phone during business hours (07) 4722 2333, or email [email protected].

Safer Gambling Strategy

The Ville has developed a Safer Gambling Strategy that outlines our commitment to promoting safer gambling and minimising harm. The Strategy serves as a central resource for patrons to access safer gambling information and learn about the tools and support available at The Ville. Developed in alignment with community, regulatory, and government expectations, it supports a safe gambling environment in accordance with the Gambling Harm Minimisation Plan for Queensland 2021–25. We encourage all patrons to read the Strategy to understand how we manage gambling-related risks and support safer play.

Read the Safer Gambling Strategy here or request a copy at our cashiers, promotions, or concierge desks.

 

Exclusions

The Ville provides the option for players to exclude (ban) themselves from our casino facility. We aim to do this by providing an environment that ensures the matter is dealt with sensitively, confidentially and in a timely manner. There are two types of exclusions available for individuals who may be experiencing difficulties with their gambling behaviour:

  • Self-exclusion (Self-Ban) is when you approach the casino and ask to be excluded. Information will be provided upon request and your exclusion will be processed as soon as practicable – generally immediately.
  • Venue initiated exclusion is when our casino management bans you from the gambling facilities at The Ville. This may occur when the casino believes, on reasonable grounds, that you are unable to control your gambling activity or are a person experiencing harm from gambling.

The Ville upholds a Memorandum of Understanding with Centacare North Queensland to facilitate remote exclusions, allowing individuals to request an exclusion without needing to attend the venue in person. For assistance, you can also contact our Safer Gambling Team at [email protected]

Excluded persons are prohibited from entering or remaining in the licensed gaming areas at The Ville, including participating in Keno gaming and approved wagering.

Consequences of breaching an exclusion include prosecution in a court and potential penalties including fines. Once a person is excluded, any membership of the Vantage Rewards program is suspended with associated benefits no longer available to the excluded person and the person is removed from all mailing lists used for marketing purposes by the casino.

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 How to Play brochures. The odds of winning are incorporated in all of our Gaming Guides.

Gambling-related feedback

The Ville has procedures in place to ensure that gambling-related feedback and complaints are dealt with promptly. Where the complainant is not satisfied the venue will inform the complainant of other avenues of redress, in particular the Queensland Office of Liquor and Gaming Regulation.

Minors are prohibited

It is an offence by law for any person under the age of eighteen (18) years to participate in gambling activities. The Ville prohibits persons less than 18 years of age from entering and remaining in any gambling area. The Ville also prohibits persons from leaving their children unattended in any area. Persons found doing so may be excluded from the precinct and reported to the appropriate Government Authority.

Responsible service of alcohol

The Ville aims to provide a safe venue and responsible service of alcohol to our patrons by implementing and performing harm minimisation practices to reduce the potential risk of alcohol abuse and misuse. Staff will monitor the consumption of alcohol in line with RSA policy and procedures. Non-alcoholic beverages, including water, tea and coffee, are available to customers on a complimentary basis whilst engaging in gambling activities. Any patron participating in gambling activity showing signs of unduly intoxication or disorderly behaviour will be required to cease gambling activity and will be required to leave the premises immediately. Our casino advocates the responsible service of alcohol with staff. Training regarding individual and company responsibilities, in relation to gambling and the service of alcohol, is provided to relevant staff members.

Additional responsible service of alcohol strategies and policies are outlined in The Ville Resort - Casino Risk Assessed Management Plan (RAMP). You may ask a friendly staff member to view our RAMP, also available in all our F&B outlets.

Gambling environment

The Ville encourages regular breaks and promoting time awareness. Breaks are supported through announcements, reminders on electronic gaming machines, access to cafés and lounges, and the option to reserve machines using a membership card. All gaming machines display the current time, and a large digital clock is located on the main gaming floor. Intensive or extended play is not encouraged.

Financial transactions

The Ville has policies in place regarding financial transactions. These include:

  • Automatic Teller Machines (ATMs) are not provided within gaming areas.
  • The lending of money, chips+ or credit betting is prohibited.
  • The cashing of cheques is not permitted other than by prior arrangement.
  • Cheques issued by the casino for winnings cannot be cashed at the casino on the same trading day.
  • Cash payouts are subject to limits.
  • Deposits are conducted in accordance with approved conditions.

Advertising and promotions

The Ville Casino adheres to the Advertising and Promotions requirements set out within the Queensland Responsible Gambling Resource Manual. This guideline covers gambling related communication activities including advertising in the media, sponsorship, point of sale material, leaflets, displays, internal and external signage, the internet, subscriber products and other materials designed for public communication.

This resource manual is used in conjunction with all regulatory requirements for the conduct of gambling in Queensland.

Customer Liaison Officer

A trained Customer Liaison Officer from our casino can provide appropriate information and assist customers experiencing gambling related harm or help them access referrals to local gambling support services.

For further information or to discuss the option of self-exclusion, customers may call and ask to speak with the Safer Gambling Team during business hours or Gaming Supervisor outside of these hours on (07) 4722 2333. Alternatively, you can reach out to our Safer Gambling Team via email at [email protected]

Pre-commitment system

The Ville provides members with the ability to set limits based on time on device, visitation and expenditure levels with respect to turnover and player loss through the Pre-Commitment System. The system provides limit approaching alerts and temporarily disables membership cards once limits are reached.

See our staff at the Cashier who will help you set up your controls by completing the required form. Remember the limits you set are determined by you so that you can continue to gamble within your means.

 

Further information is detailed in our Safer Gambling Strategy and available from the Safer Gambling Team, Security Team or Customer Liaison Officers.