Responsible Gaming

Promoting the Philosophy of Responsible Gaming

As the first integrated resort operator in Macau to establish a responsible gaming team, GEG proactively responds to and supports the Macau SAR Government’s responsible gaming policy. We collaborate with academic institutions and social service organizations to promote the concept and culture of responsible gaming among our team members and different community groups, and demonstrate our commitment to corporate social responsibility.

Our Pledge

At GEG, we are committed to providing customers with a safe and comfortable entertainment experience. As a responsible corporation, we strictly adhere to all responsible gaming legislation and regulations, making every effort to minimize the potential social impacts of gambling by working closely with all stakeholders to foster a secure gambling environment. GEG is among the first integrated resort enterprises in Macau to have its casinos pass the “Responsible Gambling Performance Indicators” set by the Macau SAR Government. In 2022 and 2023, our Casino Galaxy Macau, Casino StarWorld and Casino Broadway were recognized as “Responsible Gaming Implementation Model Units”, reflecting our commitment to responsible gaming practices.

Overview

To further our commitment to responsible gaming, GEG has developed a comprehensive responsible gaming approach that focuses on three key aspects: enhancing customer protection and preventing designated individuals from engaging in gambling activities, continuously raising awareness and education among stakeholders, and offering professional counseling and support services to our team members and their families.

We believe that promoting responsible gaming is an ongoing journey that requires collaboration among different parties.  Since establishing the industry’s first responsible gaming team in 2008, GEG has worked diligently with the Social Welfare Bureau of the Macau SAR Government (IAS), the Gaming Inspection and Coordination Bureau of the Macau SAR Government (DICJ), the Institute for the Study of Commercial Gaming of the University of Macau (ISCG), and other local gaming operators and non-governmental organizations to fulfill our responsible gaming pledge.

Prioritizing Team Members

As one of Macau’s largest employers, GEG believes that promoting responsible gaming should begin with our team members. Over the years, we have launched various training and promotional activities to impart responsible gaming knowledge to our team members and their families, fostering a corporate culture for responsible gaming, including:

• Collaborating with Sheng Kung Hui Macau Social Services Coordination Office (SKH) to launch the long-standing “Employee Assistance Program” and “Responsible Gaming Promotion Program”, providing professional and confidential support and counseling services to our team members while hosting different thematic responsible gaming promotional activities;
• Co-organizing the “Responsible Gaming Management Team Training” with ISCG to implement the Macau SAR Government’s policy focused on the orderly and healthy development of the gaming industry;
• Providing “Responsible Gaming Foundation Training” to all new team members and ensuring all gaming-related team members participate in the mandatory “Responsible Gaming Online Refresher Training” every two years;
• Organizing the annual “Responsible Gaming Awareness Week” and cooperating with social service organizations to hold educational roadshows, training, and knowledge quizzes at the back-of-house areas of GEG’s properties;
• GEG has always been mindful of cultural sensitivity. During major festivals or sporting events, such as the Chinese New Year or the FIFA World Cup, we enhance our promotions to remind team members of the importance of gambling rationally and in moderation;
• Organizing team members to visit relevant groups and associations in Macau and Hong Kong regularly to enhance regional exchange and experience sharing; and
• Leveraging multiple communication channels such as the company website, email, back-of-house advertisement, team member service counter, team member information kiosk, staff TV, employee app, etc., to keep team members abreast of the latest responsible gaming information.

Deepening Community Collaboration

GEG continues to actively support the Macau SAR Government’s policy on advancing responsible gaming by collaborating with stakeholders to implement tailored training and promotional programs for our team members and different community groups. Additionally, we intensify our outreach efforts to engage more local youth, residents, and tourists, deepening their understanding of responsible gaming behaviors and knowledge, as well as fostering positive financial values and amplifying the impact of relevant messages through a multi-dimensional approach.

Enhancing Responsible Gaming Awareness Along the Customer Journey

With customer experience being a top priority for GEG, we are committed to maintaining a properly regulated environment for our customers to enjoy legalized gambling as a recreational activity. To uphold this commitment and integrate the concept of responsible gaming into the customer experience, GEG implements the following measures, including but not limited to:

• Erecting signage with entry restrictions and other related regulations at all casino entrances;
• Prohibiting persons under the age of 21 from entering all casinos;
• Providing responsible gaming pamphlets at all casinos;
• Placing stickers on all slot machines to promote responsible gaming and hotline information;
• Displaying the 24-hour Gambling Counseling Hotline on the screensavers of all ATMs at all casinos;
• Including responsible gaming messages in all gaming-related promotional pamphlets;
• Providing casino exclusion application forms and related support for our customers on all casino floors;
• Installing a Responsible Gambling Kiosk or Station at all casinos; and
• Playing responsible gaming promotional videos in all smoking rooms at all casinos.

Ways to Play Responsibly

• Set a limit and stick to a budget;
• Set a time that you can afford;
• Do not carry credit or ATM cards into the casinos;
• Do not drink alcoholic beverages and gamble at the same time; and
• Do not borrow money to gamble.

Legal Gambling Age

The Macau SAR Government prohibits persons under the age of 21 from gambling in or entering any Macau gaming facilities. As a responsible corporation, GEG strictly adheres to this regulation on age limit by placing clear entry restriction signage and implementing age verification at all GEG casino entrances.

Responsible Gambling Kiosk and Station

A Responsible Gambling Kiosk or Station is available at every GEG casino. Co-owned by IAS, DICJ and ISCG, this facility is engineered to, through digital and gamified interactions, provide customers with essential information about responsible gaming and gambling addiction prevention such as definition of gambling, house advantages, myths of gambling, rules of games, assessment of gambling addition, and contact information of problem gambling treatment centers, etc. It also connects customers to a 24-hour hotline service, and an electronic application for self-exclusion for both residents and tourists.

Exclusion

Anyone can apply for the confidential “Self-Exclusion” and “Third-Party Exclusion” to prohibit themselves from entering the casinos. “Self-Exclusion” is a confidential service and individuals in need can apply by themselves if they have identified any gambling problems. “Third-Party Exclusion” allows family members (which include spouses, ascendants, descendants and second-degree relatives) to apply for an entry ban at the DICJ to prohibit another family member from entering any casinos in Macau. Please contact our Security Officer or DICJ directly for more details.

For more information on official responsible gaming and exclusion applications, please visit the Gaming Inspection and Coordination Bureau webpage.

• • Gaming Inspection and Coordination Bureau of the Macau SAR Government

  Hotline:	+853 2856 9262
  Address:	Avenida da Praia Grande, 762-804 Edf. China Plaza, 12th Floor A, Macau
  Email:	enquiry@service.dicj.gov.mo

• Counseling Services