Self-exclusion (or self-banning) is a voluntary process whereby a person with a gambling addiction can exclude themselves from specific gambling venues. Self-exclusion is a way for a customer to stop themselves from having access to gambling material and/or machines. A Responsible Service of Gambling (RSG) will provide you with the information and knowledge that you need to be able to assist a person with a self-exclusion within a venue.
When a person first applied for self-exclusion, they will most likely be embarrassed and ashamed that they have a gambling issue and that they have to self-exclude themselves, you must show them understanding and compassion. Don’t judge them and their actions – try and assist them as much as possible.
You must also provide privacy and discretion. The person requesting self-exclusion most likely does not want anyone else to know, they want it to be private. You should take the person aside or take them into a private room where the situation can be dealt with in a professional manner. You must also not make mention of any other individuals that are involved in self-exclusion within the venue, as it is their right for their issue to be private.
Also, please note that the individual does not necessarily exclude themselves from the whole venue, but they can exclude themselves only from the gaming area. The person can also apply for a multiple venue exclusion which you can assist them with, to ensure that the process is as easy as possible for them.
Coming forward and asking for self-exclusion can be difficult and shameful for the particular individuals. As a staff member, it is your duty to show compassion and be professional towards the individual. You should praise them for coming forward and taking the first step.