MONITORING, RECORDING, MEASURES
REGISTRATION AND ANALYSIS OF PLAY BEHAVIOR WITH THE ASSOCIATED INTERVENTIONS
FPC is legally obliged to monitor and record guests' gaming behavior and to intervene in a timely manner where necessary. FPC has translated this into a 'tiered intervention model'. Depending on the severity of the signals, intervention measures are tailored to age, vulnerability, and other factors. The aim is to detect excessive participation at an early stage and take appropriate measures to ensure that gambling remains a game.
We act carefully in accordance with privacy legislation. Your data is secure with us and will not be shared with third parties, such as government agencies, unless we are required to do so by the police, the judicial authorities, the Gaming Authority (KSA), or a court ruling.
All registrations are carried out both manually by qualified employees (changes/deviations in playing patterns) and automatically (frequency of visits). If necessary, the head office is contacted. Our employees in the casinos play a crucial role in the implementation of our addiction prevention policy. They undergo intensive training in the field of addiction prevention, both basic and in-depth/additional knowledge. They learn to recognize problem behavior at an early stage (changes in playing behavior) and develop conversation skills (motivational conversation techniques) to actively contribute to the prevention policy.
SIGNS THAT MAY INDICATE A POTENTIAL INCREASED RISK
- Increase in frequency and duration of play.
- Different playing times and changing betting behavior.
- Regularly betting large sums of money, especially when this causes financial problems.
- Inappropriate behavior towards employees or other guests.
Our employees are trained to identify risky behavior at an early stage and to intervene based on these indicators.
We intervene when:
- Analysis of gaming behavior indicates possible excessive gaming behavior.
- Specific signs indicate problematic gaming behavior.
- External reports are received from family members or third parties involved with the guest.
Family members or third parties can report signs to casino staff, head office, or directly to the Responsible Gambling department viaresponsiblegambling@jhgroup.nl. These reports are treated confidentially and taken seriously. Immediate family members (partner, parents, brothers, sisters, and/or adult children) can report concerns about the gambling behavior of a loved one. Third parties, such as probation officers, administrators, friends, or addiction care professionals, can also make relevant reports.
Addressing the guest
A guest is approached when the above signals or reports are observed. Possible topics of conversation include:
- Explain why the guest is being addressed and discuss their playing behavior.
- Provide insight into gambling behavior and give advice on the use of the Gambling Limits Card.
- Handing over the brochure on responsible gambling.
- Advise them to take a gambling test to gain more insight into their gaming behavior.
- Explain that reserving or playing multiple machines does not affect the outcome.
- Discussing the dangers of gambling addiction and options for moderating behavior.
- Discussing a conversation/appointment with the Responsible Gambling Manager.
- Discuss voluntary restrictions on playing time, time blocks, or visit frequency.
- Provide information about social services and addiction treatment, and motivate the guest to seek help.
- Provide information about the possibility of a mandatory local access ban.
- Discuss option for voluntary nationwide access ban via CRUKS (Central Register of Excluded Gamblers).
Personal interview with the guest
A personal interview takes place when previous interventions have yielded no or insufficient results, or when there is a suspicion of seriously problematic gambling behavior. During this meeting, it is important to raise awareness, for example by using motivational conversation techniques such as asking open questions, summarizing, and reflective listening (listening to what someone really wants to say and then summarizing this in your own words in a reflection to conclude the conversation). The following issues are discussed during this meeting:
- Gaming behavior and its development, the risks of gambling addiction, and the motivation to play.
- The impact of gambling behavior on income, assets, family, work, and health.
- The degree of dependence on games of chance.
- Advice on voluntary exclusion via CRUKS in case of serious signs.
- In the event of refusal, the Gaming Authority will be informed via a Problematic Gambling Behavior Notification.
Registrations and interventions
When addressing a guest without a personal interview, the following data is recorded:
- Identity of the guest.
- Date and time of the intervention.
- Reason for the intervention.
- What intervention was used?
- Guest response.
When addressing a guest in a personal conversation, the following information is recorded:
- Identity of the guest.
- Date and time of the maintenance.
- Reason and topics discussed.
- Previous reports and analysis of playing behavior.
- Conclusions based on the interview and previous analyses.
- Previously taken measures.
- Follow-up appointments.
- Response from the guest and accuracy of information provided.