Responsible Gaming

Responsible gaming at Crown Melbourne through crownmelbourne-au.com is based on the principle that gambling is a form of entertainment, not a way to make money or solve financial problems. The purpose of this page is to help you make informed, conscious decisions about how, when, and why you play, and to recognise the risks associated with gambling before they become harmful. Crown Melbourne supports a safe gambling environment and is committed to offering practical tools, clear information, and access to professional assistance so that you can stay in control of your play at all times.

Risk Awareness

Gambling always involves risk. In Victoria and across Australia, responsible gambling means understanding those risks, setting clear limits, and acting early if you notice warning signs. Problem gambling can affect anyone, regardless of age, income, or experience, and can lead to serious financial, emotional, and family difficulties if it is not addressed promptly.

Possible signs that gambling may be becoming problematic include:

• Gambling more frequently or for longer sessions than you originally intended.
• Thinking about gambling or the casino even when you are engaged in other activities.
• Chasing losses or increasing bet sizes to recover money already lost.
• Spending money on gambling that was intended for bills, rent, groceries, or other essentials.
• Borrowing money, selling belongings, or taking out loans to fund gambling.
• Hiding or lying about gambling activity from family, friends, or colleagues.
• Feeling irritable, anxious, or depressed when you try to cut down or stop gambling.
• Allowing gambling to interfere with work, studies, family time, or social obligations.

Self-assessment: quick check of your gambling behaviour

Ask yourself the following questions honestly. If you answer "yes" to several points, you may benefit from speaking with a professional service (see Support Resources below) or using the limits and self-exclusion tools offered through crownmelbourne-au.com:

• Do you spend more time or money gambling than you planned most times you play?
• Have you tried to win back money you lost by continuing to gamble or increasing your bets?
• Have you ever hidden receipts, bank statements, or gambling activity from someone close to you?
• Have you borrowed money, used credit, or missed paying important bills because of gambling?
• Do you feel guilt, shame, anxiety, or depression after gambling?
• Have family members, friends, or colleagues commented that you may be gambling too much?
• Have you tried to cut down or stop gambling but found you could not?

This self-assessment is not a diagnosis. It is a prompt to reflect on your behaviour and, where appropriate, to use the support options and professional services available in Victoria and internationally.

Limits & Tools

Crown Melbourne, through crownmelbourne-au.com, encourages all players to use account-based tools to manage their gambling. These tools are designed to support the principles of responsible gambling promoted by the Victorian Gambling and Casino Control Commission (VGCCC) and Responsible Gambling Victoria, and to help you stay within your personal comfort zone.

Deposit Limits (Daily, Weekly, Monthly)

Where available in your player account interface, you can set financial limits that restrict how much you can deposit into your casino wallet over specified periods. This helps prevent spending more than you can afford and reduces the risk of impulsive play.

1. Access your account: Log in to your account on https://crownmelbourne-au.com using your registered details.
2. Go to "Responsible Gaming" or "Account Limits": Navigate to the "My Account" or "Profile" area, then select the section labelled "Responsible Gaming", "Limits", or similar terminology.
3. Choose the type of limit: Select "Deposit Limits" and then choose the period for your limit:
   • Daily limit - total amount you can deposit in any 24-hour period.
   • Weekly limit - total amount you can deposit between Monday and Sunday (or a rolling seven-day period, as specified in the interface).
   • Monthly limit - total amount you can deposit in a calendar month.
4. Enter your figures: Carefully consider your personal budget. Enter the maximum dollar amount you can comfortably afford to lose in the relevant field(s), for example:
   • Daily: AUD 50
   • Weekly: AUD 150
   • Monthly: AUD 400
   These figures are examples only; you should select amounts that are affordable for your own circumstances.
5. Confirm and save: Review the information displayed, then confirm your decision. In line with responsible gambling practice, any request to lower a limit may take effect immediately or as soon as technically possible, while increases may be subject to a cooling-off period (for example, 24 hours or longer) to prevent impulsive decisions.

Important: Limits are a harm-minimisation tool and do not guarantee that you will not experience loss. You remain responsible for monitoring your overall financial situation, including gambling activity at the Crown Melbourne physical premises at 8 Whiteman St, Southbank VIC 3006, and any other gambling services you may use.

Time Limits and Session Management

Time-based tools help you to track and control the length of your gambling sessions, which is a central feature of responsible gambling initiatives across Victoria and Australia.

• Session timers: Within your account, open the "Responsible Gaming" or "Play Settings" section and activate a session timer. Specify the maximum length of each session (for example, 30, 60, or 120 minutes). Once the time expires, you will receive a clear on-screen notification reminding you to take a break or to log out.
• Reality checks: You may be able to enable periodic pop-up messages (for example, every 15, 30, or 60 minutes) showing how long you have been playing and your net position (wins or losses). When the message appears, carefully review your position and decide whether to continue or stop.

Taking Short Breaks ("Time-Out")

If you feel you need a temporary break from online gambling but are not ready to commit to a longer self-exclusion, you may be able to use a short "Time-Out" or "Cooling-Off" option.

1. Open the Time-Out section: Log in, go to "My Account" and select "Responsible Gaming" > "Time-Out" (or similar wording).
2. Select your break period: Choose a short, defined break, such as:
   • 24 hours
   • 48 hours
   • 72 hours
3. Confirm your choice: Read the information about what will happen during this period (for example, you will not be able to place bets or make deposits). Confirm the Time-Out request.
4. During the break: You may still be able to log in to check account information or pending withdrawals, depending on system settings, but you will not be permitted to gamble until the Time-Out expires.

During any Time-Out period, we strongly encourage you to review your gambling behaviour, consider using professional support services, and, where relevant, discuss your situation with trusted family or friends.

Self-Exclusion

Self-exclusion is a formal process that allows you to request a temporary or permanent block on your gambling activity. It is one of the most effective tools available to people who recognise that gambling has become harmful, and it is strongly supported by Victorian and Australian regulators as a key consumer protection measure.

How to Initiate Self-Exclusion

1. Log in to your account (if safe to do so): Access your account at https://crownmelbourne-au.com. If you feel you may act impulsively, consider contacting support directly using the details in the Contact & Feedback section instead of logging in.
2. Navigate to "Self-Exclusion": Go to "My Account" or "Profile" and select "Responsible Gaming". Within this area, locate the "Self-Exclusion" or "Exclusion" option. If you cannot locate the option, contact customer support using the main email address listed on this page for guidance.
3. Select the exclusion period: You may be offered a range of exclusion periods, for example:
   • Minimum six (6) months;
   • One (1) year or longer fixed terms; or
   • Lifetime (permanent) self-exclusion.
   Choose the period that best reflects your need for long-term protection. Longer periods cannot usually be reduced once confirmed.
4. Read the key conditions: Before finalising your request, you will be presented with important information about what self-exclusion means, including restrictions on log-ins and the treatment of any remaining balance.
5. Confirm your decision: Tick the acknowledgment boxes (where applicable) and click the confirmation button. You may receive an email to the registered address confirming your self-exclusion and summarising its key terms.
6. Seek additional support: As self-exclusion is only one step in addressing gambling issues, you are strongly encouraged to contact professional services listed under Support Resources and to consider blocking software and financial safeguards.

Consequences of Self-Exclusion

Once a self-exclusion is in place, the following consequences usually apply for the duration of the exclusion period:

• Account access: You will not be permitted to log in to your gambling account for the purpose of betting or playing games. You may, however, receive information from support services or the operator in relation to responsible gambling or regulatory obligations.
• New accounts: You must not attempt to open new accounts with crownmelbourne-au.com while any self-exclusion remains active. Any new accounts identified as linked to a self-excluded customer may be closed.
• Deposits: No new deposits should be made after self-exclusion is activated. Any attempt to deposit or gamble would be blocked where technically possible.
• Remaining balances and withdrawals: Applicable law and the site's terms and conditions govern how existing balances, open bets, and withdrawals are handled. Generally:
  • Legitimate balances owed to you should be made available for withdrawal, subject to standard identity and security checks.
  • You will not be able to continue gambling with any remaining funds.
  You may contact support for clarification regarding outstanding withdrawals after self-exclusion.
• Marketing communications: Reasonable efforts will be made to stop direct marketing related to gambling offers for self-excluded customers, in line with Australian consumer and privacy principles. However, some communications may still be required by law (for example, regulatory notices or confirmations).

Requests to shorten or revoke a self-exclusion period may not be permitted under applicable responsible gambling standards or under the internal policies of the operator. In some cases, an exclusion remains in effect until the agreed date expires or, in the case of lifetime exclusions, indefinitely.

Support Resources

Professional, confidential assistance is essential in preventing and addressing gambling harm. The following services are independent of Crown Melbourne and crownmelbourne-au.com. They can provide free or low-cost help to people in Victoria, across Australia, and internationally. You are encouraged to contact them if you are concerned about your own gambling or the gambling of someone close to you.

Local Support - Australia

• National Gambling Helpline (Australia)
  • Phone: 1800 858 858 (free call within Australia)
  • Website: https://www.gamblinghelponline.org.au
  • Hours: 24 hours a day, 7 days a week
  • Languages: English, with access to interpreter services for many other languages.
  • Services: Telephone counselling, online chat, email support, and self-help resources.
• Gambling Help Online
  • Website: https://www.gamblinghelponline.org.au
  • Hours: 24/7 online chat and email support.
  • Languages: Primarily English; interpreter services may be arranged.
  • Services: Live chat with counsellors, self-assessment tools, forums, and information on local face-to-face services in each state and territory.
• Victorian Responsible Gambling Foundation / Responsible Gambling Victoria
  • Website: https://responsiblegambling.vic.gov.au
  • Hours: Online resources available 24/7; counselling and support via partner services during extended hours.
  • Languages: English, with access to translated materials and interpreter services.
  • Services: Information on counselling in Victoria, self-help tools, and practical advice for individuals and families.
• Financial Counselling (Australia)
  • National Debt Helpline: 1800 007 007
  • Website: https://ndh.org.au
  • Services: Free, confidential financial counselling for people dealing with debt and money problems related to gambling or other causes.

These services are independent, free, and confidential. Using them will not affect your legal rights in relation to any dispute with a gambling operator.

International Support Organisations

National Self-Exclusion Schemes (Examples)

If you gamble with operators licensed in other jurisdictions, you may also have access to national self-exclusion registers in those countries. Some common examples include:

• United Kingdom - GAMSTOP
  • Website: https://www.gamstop.co.uk
  • Scope: Free self-exclusion from all participating UK-licensed online gambling companies.
• Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego)
  • Website: Information via https://www.ordenacionjuego.es
  • Scope: National register in Spain that prevents registered individuals from accessing licensed gambling services.

These schemes are governed by local laws and are not administered by Crown Melbourne or crownmelbourne-au.com. If you reside in, or access gambling services from, another jurisdiction, you should review the applicable national self-exclusion mechanisms in that region.

Blocking Software and Device-Level Controls

In addition to site-specific tools, you may wish to block access to gambling websites and apps more broadly on your devices:

• Gamban - Software that can block access to a wide range of gambling websites and apps across devices. Website: https://www.gamban.com.
• BetBlocker - Free blocking software that allows you to restrict access to gambling sites on many devices. Website: https://www.betblocker.org.
• Device and network filters: You may also use parental control tools, browser extensions, or network-level filters to restrict access to gambling content.

These tools are offered by independent third parties. Their effectiveness and compatibility may vary. They should be used in combination with professional support and, where appropriate, self-exclusion and financial safeguards.

Support for Families and Friends

Family members and significant others can also receive support, both in Australia and internationally. Many services offer dedicated resources for affected others, including education, counselling, and peer forums. See the "Help for Family" section below for more information.

Confidentiality: All reputable counselling and support services operate under strict confidentiality and privacy rules. Seeking help will not be shared with Crown Melbourne, with crownmelbourne-au.com, or with other parties, except where required or authorised by law (for example, in situations of serious risk of harm).

Help for Family

Problem gambling can have significant impacts on partners, children, parents, and close friends. If you are worried about someone's gambling, it is important to look after your own wellbeing as well as encouraging them to seek help. You are not responsible for their gambling, but you can play a constructive and supportive role.

How to Talk to Someone About Their Gambling

• Choose the right moment: Talk when the person is sober, calm, and not currently gambling. Avoid starting the conversation in the middle of a crisis or argument if possible.
• Use non-judgmental language: Focus on specific behaviours and their impact rather than making personal accusations. For example, "I'm worried about how much time you're spending on gambling and how it's affecting our bills," rather than "You have no control."
• Listen actively: Allow them to explain how they feel. Avoid interrupting or criticising, especially in the early stages of the conversation.
• Encourage professional help: Emphasise that gambling problems are recognised health issues and that confidential, non-judgmental help is available. Offer to support them in contacting a helpline, booking a counselling session, or exploring self-exclusion.
• Set boundaries: Be clear about what you can and cannot do (for example, you might decide not to lend them money or cover gambling-related debts). Boundaries help protect both you and the person experiencing harm.

Family Support Groups and Resources

Dedicated services exist to support families and friends affected by someone else's gambling. These include:

• Gambling Help Online (Australia) - Family Resources
  • Website: https://www.gamblinghelponline.org.au
  • Provides information pages, self-help tools, and online forums where family members can share experiences.
• Victorian Responsible Gambling Foundation - Help for Family and Friends
  • Website: https://responsiblegambling.vic.gov.au
  • Includes resources aimed at families, including guidance on communication, self-care, and local support options.
• GamAnon (international)
  • Website: https://www.gam-anon.org
  • Offers meetings (in-person and online in many regions) for family members and close friends of people with gambling problems.
• Online forums and peer-support communities:
  • Many national services, including Gambling Help Online, host moderated forums and chat sessions where families can seek peer support in a secure environment.

Recommended Next Steps for Families

• Contact a specialist helpline: Call 1800 858 858 in Australia or use an equivalent local helpline. You can speak confidentially about your situation and receive tailored advice.
• Consult a psychotherapist or counsellor: A mental health professional experienced in addiction or family therapy can help you develop strategies for coping with the impact of gambling on your household.
• Seek financial counselling: If gambling has affected shared finances, contact the National Debt Helpline (1800 007 007) or an accredited financial counsellor to understand your options and plan for recovery.
• Take care of your own wellbeing: Ensure you maintain your own social networks, physical health, and emotional support. Supporting someone with a gambling problem can be stressful and you are entitled to help in your own right.

Operator's Commitment

Crown Melbourne, in connection with crownmelbourne-au.com and within the broader framework of oversight by the Victorian Gambling and Casino Control Commission (VGCCC) and the Office of the Special Manager for Crown Melbourne, is committed to promoting responsible gambling and mitigating gambling-related harm. This commitment aligns with broader reforms implemented following the 2021 Royal Commission into the Casino Operator and Licence and the ongoing supervision of Crown Melbourne Limited.

Internal Risk-Check and Monitoring Procedures

While specific technical configurations may evolve over time, the operator aims to implement a range of internal measures designed to detect and respond to patterns of play that may indicate elevated risk, such as:

• Behavioural analysis: Monitoring account-level information (for example, frequency of deposits, size of bets relative to typical patterns, rapid return after losses, or extended continuous sessions) to help identify indicators of potential harm.
• Threshold-based alerts: Using pre-defined risk indicators (for example, significant increases in deposit amounts or session duration) to trigger internal reviews and, where appropriate, safer-gambling messages or contact.
• Age and identity verification: Implementing procedures to verify that customers are at least 18 years of age and that their identity details are accurate, in line with applicable Australian law and anti-money-laundering requirements.
• Self-exclusion and limit enforcement: Applying technical restrictions to ensure that self-exclusion, deposit limits, and other responsible gaming tools are respected and not easily bypassed.

Proactive Communication with Players

In keeping with responsible gambling principles, the operator may initiate contact with a customer where internal monitoring suggests an increased risk of harm. Circumstances that may lead to such contact include, but are not limited to:

• Substantial and sudden increases in deposit amounts or betting activity when compared to previous behaviour.
• Evidence of extended continuous play with little or no breaks, particularly at higher stakes.
• Repeated attempts to circumvent deposit limits, self-exclusion, or other restrictions on the account.
• Direct expressions of distress, financial hardship, or lack of control over gambling communicated to customer support.

Where such patterns are identified, the operator may:

• Send safer-gambling information or on-screen reminders encouraging the use of limits, Time-Outs, or self-exclusion.
• Contact the customer using their registered email address or other agreed communication channels to discuss available support tools and external services.
• Apply temporary restrictions or review measures, where necessary and proportionate, in accordance with applicable terms and regulatory obligations.

Any such communication is intended solely to enhance player protection and complies with privacy and data-protection obligations, including those applicable in Victoria and Australia more broadly.

Updates

Responsible gambling regulations, industry standards, and internal policies are regularly updated in Australia, including through actions by the VGCCC, other regulatory bodies, and the Office of the Special Manager overseeing Crown Melbourne Limited up to at least 2026. To remain accurate and compliant, this responsible gaming page is subject to change.

• Notification of changes:
  • Material updates to this page or to the responsible gambling tools and procedures offered through crownmelbourne-au.com may be communicated by:
    • Notices or banners displayed on the website;
    • Emails sent to the address registered in your account; or
    • Other appropriate communication channels set out in the site's terms and conditions.
  • It is your responsibility to review such notices and to ensure that your contact details are kept up to date.
• Ongoing review:
  • This page will be periodically reviewed to reflect:
    • Changes in Australian and Victorian gambling legislation and regulation;
    • Guidance from regulators, such as the VGCCC and other oversight bodies;
    • Developments in best practice for harm minimisation and responsible gambling.

Date of last update to this page: 06 November 2026.

Contact & Feedback

If you have questions about responsible gambling, wish to provide feedback on the tools and information offered, or require assistance in applying limits, Time-Outs, or self-exclusion, you can contact the operator using the details below. These contact points relate specifically to the online service at crownmelbourne-au.com and are separate from the regulatory contacts for the VGCCC and other public bodies.

• Responsible Gaming Department - Email: [email protected]
  • Please include "Responsible Gaming" in the subject line for faster routing of your enquiry.
• Responsible Gaming Phone: A dedicated phone number for responsible gambling enquiries is not specified in this dataset. You may contact the operator via email or through any customer support phone number provided on https://crownmelbourne-au.com. If a specific responsible gambling line is introduced, its details will be added to this page.

Feedback and self-control requests

Where an online feedback or contact form is available on crownmelbourne-au.com, you may use it to:

• Request assistance in setting or modifying deposit limits, session timers, or Time-Outs.
• Submit a request for self-exclusion or seek clarification on the consequences of exclusion.
• Provide feedback on the clarity and usefulness of this responsible gaming information.
• Raise concerns about potentially harmful gambling behaviour on your own account.

All reasonable efforts will be made to respond to responsible gambling enquiries in a timely manner and to handle your information confidentially, in line with applicable privacy and data-protection laws in Australia.