As stated in part I, 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.
When an individual requests self-exclusion from a venue, it is your duty when they come forward to suggest to them to also gain professional advice. Someone seeking self-exclusion must be given the opportunity to seek legal or other professional advice before they sign a self-exclusion notice. If a person has requested self-exclusion, they most likely realise that they have a gambling issue, suggesting professional help will assist the individual deal with their problem.
Suggest that the person seek a counsellor’s advice in regard to their issue. Provide them with the contact information for your venue’s counselling service provider or the Government’s ‘GamblingHELP’ number: 1800 858 858. By gaining the help of a counsellor, the individual will be able to deal with their gambling issues and be able to work towards the future.
Also, you must note that a person can exclude themselves on the spot. A venue cannot refuse a person’s request to self-exclude, it is their right to be able to self-exclude at any time, even if the individual wants to sign the self-exclusion on the spot and does not wish to gain professional advice from a counsellor.
It is the individual’s right to have a self-exclusion from any venue at any time if they do wish. You as a staff member must work with the individual to ensure that they are making the right decision for themselves, and also ensure that they have all the appropriate information such as contact details for a counsellor.