Responsible Gambling our Customer Care Program
At The Sands Social, gambling is provided as a form of entertainment and should always remain enjoyable and affordable. We are committed to promoting responsible gambling and minimising the risk of gambling-related harm through education, staff training, and customer support.
Our goal is to create a safe and supportive environment where patrons can enjoy our facilities responsibly.
Our Commitment
The Sands Social operates under a comprehensive Customer Care and Harm Minimisation Policy designed to protect our patrons and support responsible behaviour.
Our approach focuses on prevention, early support and access to assistance where needed.
Our commitments include:
- Promoting responsible gambling practices
- Providing information about the risks of gambling
- Supporting patrons who may be experiencing gambling harm
- Ensuring compliance with Queensland gaming legislation
- Maintaining a safe and supportive environment for patrons
Responsible Gambling Practices
Our venue actively implements a number of responsible gambling measures.
Staff Training
All gaming staff are trained in responsible service of gaming and harm minimisation practices. Staff are equipped to recognise behaviours that may indicate gambling harm and to respond appropriately.
Customer Care
Our staff regularly interact with patrons in the gaming areas to maintain a safe environment and provide assistance if required.
Monitoring the Gaming Environment
Gaming areas are monitored to ensure responsible play and to identify behaviours that may indicate potential harm.
Encouraging Breaks in Play
Patrons are encouraged to take regular breaks from gaming and manage their time and spending responsibly.
Self-Exclusion & Player Support
If gambling is no longer enjoyable, there are options available.
Player Breaks
Patrons are encouraged to take breaks from gaming to maintain healthy gambling habits.
Self-Exclusion
Self-exclusion allows patrons to voluntarily exclude themselves from gaming areas at our venue for a period of time. Our trained Customer Liaison Officers can assist with the process.
Venue-Initiated Exclusion
Where serious gambling harm is identified, the venue may initiate an exclusion process in accordance with legislation.
Recognising Gambling Harm
While most patrons gamble responsibly, some behaviours may indicate that gambling is becoming harmful.
Examples include:
- Gambling for extended periods of time
- Gambling most days or returning frequently
- Multiple ATM withdrawals during a visit
- Appearing distressed or frustrated while gambling.
- Chasing losses or complaining about losses
- Borrowing money or seeking credit to gamble
Our staff are trained to recognise these signs and offer support where appropriate.
Responsible Gambling Player Tips
To help keep gambling enjoyable, we encourage patrons to follow these tips:
- Set a spending limit before you begin playing.
- Only gamble with money you can afford to lose.
- Set a time limit for your play and take regular breaks.
- Avoid chasing losses.
- Balance gambling with other activities such as dining, entertainment, or socialising
- Avoid gambling when upset, stressed or under the influence of alcohol.
- Remember gambling is entertainment, not a way to make money.
Taking control of how much time and money, you spend gambling, can help ensure it remains an enjoyable experience.
Protecting Minors
Gaming facilities are strictly restricted to patrons aged 18 years and over.
Minors are not permitted to enter gaming areas or operate gaming machines. Staff monitor gaming areas and request identification when required to ensure compliance with legislation.
Anti-Money Laundering & Counter-Terrorism Financing (AML/CTF)
The Sands Social is committed to preventing financial crime and complying with the Anti-Money Laundering and Counter-Terrorism Financing Act.
Our AML/CTF program includes:
- Monitoring financial transactions for suspicious activity
- Staff training to identify and report suspicious behaviour.
- Customer identification and verification procedures where required.
- Reporting obligations to AUSTRAC
These measures help protect the integrity of our operations and support national efforts to prevent financial crime.
Support Services & Responsible Gambling Resources
If gambling stops being fun, help is available.
Gambling Help Queensland
1800 858 858 (24 hours)
www.gamblinghelpqld.com.au
Free and confidential support is available for individuals, families and friends affected by gambling.
If you would like more information about responsible gambling, the following resources are available:
- Responsible Gambling Information Brochure
- Self-Exclusion Information Guide
- Gambling Help Queensland Support Information
These resources are available from our staff at the venue.
Contact Us
If you would like more information about responsible gambling or our harm minimisation program, please speak with one of our team members or contact us.
Email address info@thesandssocial.com.au
Phone number 07 36092001