Responsible gaming is a topic which employees from every department must learn on the first day of their job and are reminded of regularly through classroom instruction or internal communications. Trained staff and representatives are on duty 24/7 who can offer assistance to players regarding problem gambling issues. Responsible gaming is promoted to our guests through information kiosks and other communications throughout our properties. The first line of contact in handling a responsible gaming case onsite is the Responsible Gaming Operations Team, who are specifically trained to identify issues, file self-exclusion forms and liaise with counseling agencies. In line with Macau legislation, we also have a Responsible Gaming Committee, comprised of senior management.
Under the Employee Assistance Program (“EAP”), “Enrich Your Life", the Human Resources department works closely with the Responsible Gaming Committee to hold annual events and activities to promote responsible gaming practices to our employees. We also actively participate in community-wide events such as the Macau Responsible Gaming Campaign. We also have a long-standing collaboration with Sheng Kung Hui Macau Social Service Coordination Office to provide a professional counseling service for our employees and their families.
CASE STUDY: Boosting Awareness
We believe that awareness among team members is the key to make responsible gaming an integral part of our daily operations. In November and December 2018, we hosted a two-week campaign themed “Gambling is Not Business, Stay in Control” in MGM MACAU and MGM COTAI to engage with team members and help them gain a better understanding of relevant topics such as gambling probability and its prevailing myths, risks of borrowing money and credit card overdrafts, and prevention of gambling disorders. The campaign was filled with interesting and fun-filled activities, which included workshops, roadshows, professional counselling services and online quizzes.