User's Guide
Contents
1. e Click NO if the player has not submitted a Form 3A and one will be printed and the following message displayed Player Exclusion A Form 34 Self Exclusion Notice will be sent to the printer Please 4 ask the player to complete and sign this and return it then press the Self Exclusion button again to complete the process e Have the Player wishing to be excluded complete this form before continuing Click OK the Player has already filled out a Form click YES in Step 6 to continue Patron Self Exclusion i A Form 36 Self Exclusion Order will be sent to the printer J Please complete and sign the Form and action as appropriate and a Self Exclusion transaction will be logged 7 After clicking OK you will be prompted for the details of the Exclusion 8 Check the date and time and click NEXT Form 3B Self Exclusion Order Please enter the date and time that the Self Exclusion Order ts to take effect from Date Pa 2003 D 15 14 45 x ack Cancel 9 Ensure the correct Patron is displayed and click NEXT Form 3B Self Exclusion Order Please select the affected patron Browse q Back Lancel 10 Select the areas of the Venue that the Player has asked to be excluded from Form 3B Self Exclusion Order Please select the exclusion type mer Lasino entering or remaining in this Lluh Hatel e entering r remaining in2. 4 If the player does not apply for a Revocation Order the Exclusion will stay in place for a maximum of 5 years before it will automatically expire Procedure Exclusion Direction Venue Initiated Exclusion 1 In WILDCAT click on Promotions and then Card Accounts 2 Either enter the Player s details in the search fields or swipe their membership card to bring up the Members details 3 Double Click on the Player s name or click on Edit F4 Click on the Player Exclusion tab Edit Patron Mr CLay Target Name Postal 4ddrezz Residential Address Contact Details Account Other Details Documents Player Exclusion History double click a transaction to view comments atetime Transaction Tune User IR i Exclusion Revocation Exclusion Breach Venue Self Patron iz deceased Help Cancel 5 Only two options will be available to you Venue and Self Exclusion 6 Click on the VENUE exclusion button and the following screen will be displayed Player Exclusion 7 you sure you wish to continue with this transaction It may affect the patron status and their access to gaming Facilities 7 Confirm that the Player is to be excluded by pressing the YES button 8 You will be prompted to enter the details for both the Form 3D Exclusion Direction and the Form 3 i 9 Ensure the date and time is correct and click NEXT Form 3D 3 1 Combination Please enter the date a
3. User Guide maxgaming Copyright 2008 Player Exclusion Utility Player Exclusion User guide Table of Contents 1 R O UCURses cia iii 1 2 Regulatory Requirements A 1 Features Of Player EXxClUSION vas 2 4 Using Player EXClUSION uri 4 4 1 EXI o 0 ed 4 4 2 REVOCA ION EE 15 4 3 Contravention of Exclusion Breach 19 5 HAltered System Behaviour 23 5 1 CO I E ar a 23 5 2 VV QCALRESDORS S crono 23 5 3 Player le EE 23 5 4 Pomtio sale sa dale 23 1 INTRODUCTION The Player Exclusion feature in Wildcat provides Gambling Providers with a tool to help initiate and maintain excluded patrons Player Exclusion can be initiated by one of two ways self exclusion or venue initiated exclusion The Player Exclusion feature of Wildcat caters for both methods and provides all the OLGR required reports for each exclusion type 2 REGULATORY REQUIREMENTS In order to satisfy the requirements placed on us by OLGR the following items were considered and implemented where applicable A duty is created for gambling providers to exclude a patron when the patron requests to be self excluded The legislation gives gambling providers the authority but not a duty to initiate exclusions venue initiated exclusions Penalties can be imposed on gambling providers employees and patrons for not complying with the legislation Contact details of counselling services will be provided to patrons who
4. Apply Report Patron is deceased Help UK Cancel 5 The only options available are Apply for Revocation and Report an Exclusion Breach Click on Report When prompted if you wish to continue click Yes Player Exclusion 2 Are you sure you wish to continue with this transaction 6 A Contravention Notice Form 3H will be printed Complete this form as appropriate and the breach will be logged Click Ok to continue Player Exclusion Please complete and sign the Form 3H and action as appropriate i A Form 3H Contravention Notice will be sent to the printer and a Contravention transaction will be logged 7 Once you click Ok you will need to provide the details of the Contravention of Exclusion The first screen will prompt you to enter the date and time of the breach Click Next to continue Form 3H Notice of Contravention of Exclusion Order Direction Please enter the date and time that the contravention occured Date p503 2009 D 13 02 30 4 Cancel 8 The next screen will ask you to confirm that you have selected the correct patron Click Finishto continue Form 3H Notice of Contravention of Exclusion Order Direction Please select the affected patron Browse q Back Cancel 9 A Form 3H will print and you will need to confirm that it printed correctly Click print and you will need to confirm that it printed correctly Click Ye
5. Add ess Residential Address Contact Details Account Other Details Documents Player Exclusion Player Exclusion History double click a transaction to view comments atetime Transaction Type 2221 E 15 16 25 Self Exclusion Order 2221 22009 15 76 24 Self Exclusion Notice S Exclusion Revocation Exclusion Breach Apply Report HE NET Patron iz deceased Help k Cancel Exclusion Direction Venue Initiated Exclusions lf a Venue needs to issue an Exclusion Direction to a Player for any reason the following processes are to be followed Venue Initiated Exclusions are performed at the Venue s discretion and normal Responsible Gambling procedures should be adhered to In most cases a Customer Liaison Officer would conduct the Exclusion Process and Wildcat requires security privileges in order to perform a Self or Venue Initiated Exclusion see Security Privileges for procedure for adding security privileges for Player Exclusion Key Elements 1 Once a Venue confirms an Exclusion Direction there is no cooling off period The Player s account is immediately flagged as Excluded and they are removed from any Mail Outs 2 Once an Exclusion Direction has been confirmed it will remain in place for a minimum of 12 months 3 To have the Exclusion Direction revoked after 12 months the Player must complete a Revocation Order to have it lifted A Player may only apply for revocation once per 12 months
6. are excluded Venue initiated exclusions will remain in place for five years unless a written application is made to the venue and the gambling provider agrees to revoke the order Applications can only be made once in any 12 month period Self exclusions remain in place for five years and cannot be revoked within 12 months of first being initiated unless a revocation order is submitted in the 24 hour cooling off period With the permission of the patron the gambling provider may as a condition of re entry actively monitor identified problems against agreed risk indicators When a gambling provider decides to exclude a person or refuse an application for re entry by an excluded person the person may make an appeal to a Magistrates Court Gambling providers are required to keep a register of exclusions Gambling providers will be required to send periodic reports to the Queensland Office of Gaming Regulation on exclusions notices orders and directions and revocation notices Gambling providers will be required to notify the Office of Gaming Regulation as soon as practicable of any contravention of orders and directions While Wildcat can create all the required forms and fill in as much detail as possible it is up to the Site to confirm all details are correct and file store or submit all paperwork as per OLGR requirements Maxgaming takes no responsibility for sites found to have breaches of RSG if the OLGR requirements have not been follo
7. r d entering or remaning in a gaming machine areas on these licensed premises Casino ClubHotel TAB w taking part in kena gaming at or h entering or remaining in this approved places of operation for approved wagering Casino ClubHotel TAB h taking part in approved wagering at or entering or remaining in this approved places of operation for approved wagering q Back Lancel 11 You will be prompted to enter the reason for exclusion as per the Player s comments on the Form 3A Click OK Player Exclusion Comments 1 Please enter the reason For exclusion From b Form 34 Self Exclusion Notice into Comment 1 s Player Exclusion Comments Comment 1 Comment 3 12 Once you have entered the comments a Form 3B Self Exclusion Order will be printed with the Player s details and exclusion particulars 13 Confirm the report printed by clicking YES in the next window or NO to reprint Player Exclusion 2 Did the Form print successfully 14 The Player s account will then go into an excluded state which will mean the Player s card will not work in the Gemini Units The Player will also be removed from all Mail Outs 15 The Form 3G Register of Excluded Persons will also be electronically updated with the Player s details 16 You will now see the Self Exclusion Order and Notice in the Player Exclusion tab Edit Patron Mr CLay Target Name Postal
8. action as appropriate and a Revocation transaction will be logged 11 The Application to Revoke the exclusion will now show in the Player Exclusion tab Edit Patron Ms Joe Bloggs Mame Postal 4ddress Residential Address Contact Details Account Other Details Documents Player Exclusion Player Exclusion History double click a transaction to view comments atetime Transaction Type User ID EA eos 15 41 19 Application to Revoke Exclusion Direction 220 2008 1539 58 Exclusion Direction S Exclusion Revocation Exclusion Breach Apply Report Approve Patron iz deceased Help k Cancel 12 If the Venue approves the application click Approve If approval is not given within 28 days the account will remain at an excluded state and no new application for revocation can be made in that 12 month period 13 The account status is changed to ACTIVE and the normal rules of that membership type will be followed note account or card may be expired depending on membership type set up 14 The Mail Out flag will remain off and must be manually confirmed before allowing mail outs to be sent that Player 4 3 Contravention of Exclusion Breach When a Player has been excluded either by Self Exclusion or Exclusion Direction they may not go against the rules set out in the Exclusion Order or Direction i e A patron can not enter certain areas of a venue or partake in the activities identified in the Exclu
9. given with 28 days otherwise the account will return to an Excluded state Procedure Revocation Application If a player wishes to apply for revocation of exclusion then that Player must have already been excluded from the Venue 1 In WILDCAT click on Promotions and then Card Accounts 2 Either enter the Player s details in the search fields or swipe their membership card to bring up the Members details Double Click on the Player s name or click on Edit F4 Click on the Exclusion tab Edit Patron Mr CLay Target Name Postal Address Residential Address Contact Details Account Other Details Documents Player Exclusion History double click a transaction to view comments atetime Transaction Type 2211 2009 15 22 44 Exclusion Direction 2211 2009 15 14 24 Revocation Notice Self Exclusion Order Approval 2201 2009 15 14 24 Revocation Notice Self Exclusion Order S Exclusion Revocation Exclusion Breach Apply Report NE m Patron is deceased Help Cancel Only two options will be available Apply for Revocation and Report Exclusion Breach Click Apply to apply for revocation The Player must have been excluded for more than 12 months Venue or Self Exclusion or still be within the 24 hour cooling off period Self Exclusion otherwise the application will be rejected by the system and an application logged Player Exclusion i This patron is not elligible to apply For Revocation at
10. nd time that the Exclusion Direction iz to take effect fram Dale 2 01 22005 5 21 46 Please select the affected patron Browse q Back Cancel 11 Select the area of the Venue that the Player is to be excluded from Form 30 3 1 Combination Please select the exclusion type Lamp entering or remaining in this ClubHotel Jv entering r remaining in or M entering or remaning in a gaming machine areas on these licensed premises Casino ClubHotel TAB h taking part in keno gaming at or entering or remaining in this approved places of operation for approved wagering Casino Club Hotel TAB Iw taking part in approved wagering at or Iw entering or remaining in this approved places of operation for approved wagering Help q Back Cancel 12 The Form 3D and 3 i will both attempt to print Confirm printing by click YES in the window that opens Player Exclusion d Did the Form print successfully 13 The Player s account will then go into an excluded state which will mean the Player s card will not work in the Gemini Units The Player will also be removed from all Mail Outs 14 The Form 3G Register of Excluded Persons will also be electronically updated with the Player s details 15 You will now see the Exclusion Direction in the Player Exclusion tab Edit Patron Mr CLay Target Name Postal 4ddress Residen
11. nths the Player must complete a Revocation Notice Self Exclusion Order to have it lifted 4 If the player does not apply for a Revocation Order the Exclusion will stay in place for 5 years before it will automatically expire Procedure Self Exclusion When a Patron approaches staff and advises they wish to perform a Self Exclusion the Venue Staff are required to explain the Self Exclusion Program and requirements of the Player including exclusion period and paperwork required OLGR forms current photo etc If the Player agrees to continue with the Self Exclusion then 1 In WILDCAT click on Promotions and then Card Accounts 2 Either enter the Player s details in the search fields or swipe their membership card to bring up the Members details 3 Double Click on the Player s name or click on Edit F4 4 Click on the Player Exclusion tab Edit Patron Mr CLay Target Name Postal Add ess Residential Address Contact Details Account Other Details Documents Player Exclusion History double click a transaction to view comments atetime Transaction Type User IR i Esclusior Revocation Exclusion Breach Venue Self Patron iz deceased Help Cancel 5 Click on the Self exclusion button and the following screen will be displayed Player Exclusion It may affect the patron status and their access to gaming Facilities 2 Are you sure you wish Eo continue with this transaction
12. s or No accordingly Player Exclusion 2 Did the Form print successfully 10 You will be advised that the Breach has been successfully logged and a new line entered in the Player Exclusion History box Player Exclusion 1 Transaction successfully logged Player Exclusion process complete Edit Patron Dr Craig 5 Behrens Mame Postal Address Residential Address Contact Details Account Other Details History Documents SIMPLA Player Exclusion Player Exclusion History double click a transaction to view comments 5 03 2009 13 03 24 Contravention Notice bruce 570372009 13 01 03 Self Exclusion Order bruce 5 03 2009 13 07 02 Self Exclusion Notice bruce Revocation gt Exclusion Breach Approve Patron iz deceased 11 Send a copy of the form to the OLGR and keep a copy on site with your Register of Excluded Patrons 5 ALTERED SYSTEM BEHAVIOUR lt is important to know what to expect when a Player has been excluded either by Self Exclusion or Exclusion Direction Venue Initiated 5 1 Gemini Units When a Player has requested a Self Exclusion or given an Exclusion Direction when they try and insert their Member s Card in a Gemini Unit an INVALID CARD response will be displayed The Player should then be approached and advised of their Exclusion Order and reported as a Breach as detailed above A Player may still use the Gemini Units if they ha
13. sion Order or Direction Doing so will result in a breach or Contravention of Exclusion which can result in action from the OLGR against that Player All Contraventions of Exclusion require a report to be written and posted to the OLGR by the next business day Key Elements e A Contravention of Exclusion may only be recorded if the Player account is currently flagged as excluded e A Contravention of Exclusion report will be printed and must be completed and posted to the OLGR as soon as is practical ie posted the next business day Procedure Contravention of Exclusion If a player enters an area or participates in an activity identified in an Exclusion Order or Exclusion Direction then they are in breach of their Exclusion All breaches must be reported to the OLGR 1 1 In WILDCAT click on Promotions and then Card Accounts 2 Either enter the Player s details in the search fields or swipe their membership card to bring up the Members details Double Click on the Player s name or click on Edit F4 Click on the Exclusion tab Edit Patron Dr Craig 5 Behrens Mame Postal Address Residential Address Contact Details Account Other Details History Documents SIMPLY Player Exclusion Player Exclusion History double click a transaction to view comments D atetime 6205 20059 1 5 01 0 5 Self Exclusion Order bruce 5 03 2009 12 01 02 Self Exclusion Notice 4 E clusinn Revocation Exclusion Breach
14. sion went into effect will also be displayed in the Player Exclusion History window Edit Patron Mr New Patron Name Postal 4ddress Residential Address Contact Details Account Other Details Documents Player Exclusion Player Exclusion History double click a transaction to view comments atelime Transaction Tune User IO z au 15 03 51 Self Exclusion Order 207 22009 15 03 50 Self Exclusion Notice Esclusior Revocation Exclusion Breach Apply Report HE m Patron iz deceased Help OF Cancel If an Excluded Player has applied for a Revocation notice the only option available will be the Approve button under the Revocation column H an application for Revocation is not approved within 28 days the system will reject the application and the exlusion remains in place Edit Patron Mr New Patron Name Postal 4ddress Residential Address Contact Details Account Other Details Documents Player Exclusion Player Exclusion History double click a transaction to view comments atetime Transaction Type User ID 2 0 2009 15 05 59 Revocation Hatice Self Exclusion Order 2 2008 15 03 51 Self Exclusion Order 2221 2008 15 03 50 Self Exclusion Notice Exclusion Revocation Exclusion Breach Y Repat Approve Patron iz deceased Help k Cancel 4 USING PLAYER EXCLUSION gt Z o 4 1 Exclusions Self Exclusions A Self Exclusion can be requested b
15. this AU kime An application can only be submitted within the First 24 hours or after 12 months 7 Depending on the revocation type within cooling off period self exclusion or exclusion direction one of the following messages will appear and the corresponding report will print In all cases you will be prompted to confirm your action Player Exclusion 2 Are you sure vou wish to continue with this transaction It may affect the patron status and their access to gaming Facilities 8 Self Exclusion Cooling Off Period will print a Form 3C Player Exclusion This Revocation Application has been logged within 24 hours of Self Exclusion which means itis instantly approved A Form 3C Revocation Notice Self Exclusion Order and Form Sp will be sent to the printer Please complete and sign the Form 35 and action as appropriate and issue the Form 3 p to the patron and a Revocation transaction will be logged 9 Self Exclusion After 12 months a Form 3C will print Player Exclusion 1 A Form 3C Revocation Notice Self Exclusion Order will be sent to the printer Please complete and sign the Form 3 and action as appropriate inter Pl let d sign the F 3C and acti iat and a Revocation transaction will be logged 10 Exclusion Direction a Form 3E will print Player Exclusion Dei A Form 3E Application to Revoke Exclusion Direction will be sent to the 4 printer Please complete and sign the Form and
16. tial Sddress Contact Details Account Other Details Documents Player Exclusion Player Exclusion History double click a transaction to view comments Datetime Transaction T 207 22009 15 22 44 Exclusion Direction r 2009 15 19 24 Revocation Notice Self Exclusion Order Approval 207 22009 15 19 23 Revocation Notice Self Exclusion Order 111 Revocation Exclusion Breach Venue Apply Report Sell Approve Patron is deceased Help OF Cancel 4 2 Revocations When a Player has been excluded either by Self Exclusion or Exclusion Direction they may submit a Revocation Notice to end the Exclusion lf a Revocation is not approved for any reason including applications within the 12 month minimum exclusion period the application will be logged in the Player Exclusion History window Key Elements e An application for revocation may only be applied for if the Player account is currently flagged as excluded A Player may only submit a Revocation Application within the 24 Hour Cooling off period for instant revocation or after 12 months of the Exclusion starting date Player Exclusion 1 T is patron is not elligible to apply For Revocation at this time An application can only be submitted after 12 months e A Player may only apply for Revocation once in a 12 month period e All Revocation requests are recorded and can be viewed along with comments e Approval for Revocation must be
17. ve only selected exclusion from Keno or Wagering activities 5 2 Wildcat Responses If a Player seeks advice from a staff member when they experience the above error message the staff member can swipe the card in the Patron Maintenance screen found under Promotions Card Accounts This screen will display the reason as to why the Patron s account is not valid In this case the status of Self Exclusion or Exclusion Direction will be displayed as follows Patron EXG Self Exclusion Order dated dd mm yyyy Patron EXF Exclusion Direction dated dd mm yyyy Patron EXN Patron has been excluded if no transaction found to determine date 5 3 Player Kiosks Unless an Excluded Player has opted for Whole of Venue Exclusion the Player can still redeem points from a Player Kiosk at any stage However they can not participate in kiosk driven gaming promotions or visitation rewards i e 1 in 10 chance of a free coffee etc li the Player has opted for Whole of Venue Exclusion the kiosk will display the message INVALID PATRON Wildcat Patron Maintenance will confirm the reason for this message as explained above see 5 2 Wildcat Responses 5 4 Point Of Sale Unless an Excluded Player has opted for Whole of Venue Exclusion the Player can still earn points through Point Of Sale where applicable If the Player has opted for Whole of Venue Exclusion then the account will be locked and POS transactions will not accrue points
18. wed 3 FEATURES OF PLAYER EXCLUSION Player Exclusion takes the effort out of tracking Excluded Members by giving options that only apply to that Member s current status Player Exclusion logs every transaction Exclusions Revocation applications and Breaches which can be easily viewed in the Player Exclusion History Additional comments can be added to these transactions and can be viewed at a later date also The status of a Player s account can be easily determined by the options presented in the Exclusion window Detailed procedures for using Player Exclusion are provided later in this manual Examples If an active member advises they want to Self Exclude themself from the Venue the Customer Liaison Officer CLO edits the Player s details in the Exclusion tab the only exclusion options available are Self and Venue under the Exclusion column see diagram below Edit Patron Mr New Patron Mame Postal 4ddress Residential Address Contact Details Account Other Details Documents Player Exclusion History double click a transaction to view comments atetime Transaction Tune User IO Esclusior Revocation Exclusion Breach Venue Self Patron iz deceased Help Cancel If an Excluded Player wishes to apply for a Revocation Notice the only options available to the Excluded Player are Apply in the Revocation column and Report in the Exclusion Breach column The details of when the exclu
19. y a player and can consist of exclusion from any gambling areas of the Venue or from the entire Venue depending on the Venue lf a player wishes to initiate a Self Exclusion order the current Responsible Gambling procedures should be followed In most cases a Customer Liaison Officer would conduct the Exclusion Process and Wildcat requires security privileges in order to perform a Self or Venue Initiated Exclusion see Security Privileges for procedure for adding security privileges for Player Exclusion Form 3B Self Exclusion Order Please select the exclusion type SS Lasino entering or remaining in this ClubHotel entering or remaining in or entering or remaning in a gaming machine area s on these licensed premises Casino ClubHotel TAB taking part m keno gaming at or entering or remaining in this approved places of operation for approved wagering LasinorClubr Hotel TAB taking part in approved wagering at or entering or remaining in this approved places of operation for approved wagering Help q Back Cancel Key Elements 1 Once a Player has advised they wish to Exclude themselves they have a 24 Hour Cooling Off period The Player must advise the site in writing before the end of the Cooling Off period to withdraw the Exclusion request 2 A Self Exclusion will be automatically approved and will remain in place for a minimum of 12 months 3 To have the Self Exclusion order revoked after 12 mo
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