New Zealand’s Department of Internal Affairs (DIA) found that SkyCity Entertainment Group’s flagship Auckland casino had “very few” harm minimization measures in place and was “deficient” in its processes around identifying banned players.
The findings of the 2019 audit, finalized in 2021, were uncovered by local media outlet NewsHub this week and mirror similar findings around the responsible gambling initiatives of Australia’s Crown Resorts during a Royal Commission into Crown Melbourne held last year.
The DIA found that some SkyCity Auckland staff had a “dismissive attitude” towards problem gambling issues, that very few harm and risk assessments were carried out and that more than 50% of people who had enrolled in a voluntary program to monitor time spent in the casino had breached their time limit without being approached by staff.
It also cited one instance of an excluded player who gained access to the casino and played poker machines for 14-and-a-half hours and 28 hours straight across two separate sessions before being noticed.
The DIA audit alleges that SkyCity took no action even when such incidents were identified.
Minister of Internal Affairs, Jan Tinetti, told NewsHub that a review into the nation’s casinos could be on the agenda following an ongoing review into poker machines in New Zealand’s pubs and clubs.
“We are making sure our legislation and our regulations are fit for purpose,” she is quoted as saying. “Absolutely I think there should be consequences.”
The NewsHub report also quotes a SkyCity spokesperson who said the company has made considerable improvements since the audit was conducted, including the introduction of facial recognition technology to identify excluded players, hiring of more staff and implementation of improved training practices.
“SkyCity makes all endeavors to continuously improve our host responsibility practices. These have evolved and improved significantly over the last number of years, aided by multiple new technologies and increased resourcing,” the spokesperson said.
“However, we acknowledge there will always be room for further improvement which is why host responsibility is a group strategic priority at SkyCity.”
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