Responsible Gambling / 1.0 Responsible Gambling Code of Conduct / 1.04 Interaction with customers – communications with gamblers

1.04 Interaction with customers – communications with gamblers

A venue operator must ensure that communications with customers do not:

    (a) induce a person to enter or remain in the gaming machine area;

    (b) induce gaming machine play (with the exception of communication that forms part of a lawful loyalty scheme); or

    (c) reinforce or encourage fallacies or misconceptions about gaming machines, including but not limited to:


      i. telling a person that he or she can make money playing a gaming machine;

      ii. telling a person that a gaming machine or gaming machine jackpot has or has not paid, or that it is due to pay, winnings; Victoria Government Gazette S 85 21 February 2020 3

      iii. discussing luck or superstitions;

      iv. telling a person that a ‘near miss’ means the gaming machine is about to pay winnings;

      v. suggesting or encouraging the belief that a spin on a gaming machine is not independent of another spin on that gaming machine;

      vi. suggesting or encouraging the belief that there are strategies that a person can use to win when playing a gaming machine (for example, increasing or decreasing the amount bet per line or number of lines on which a bet is made); or

      vii. telling a person that he or she deserves to win.

A venue operator must take reasonable steps to ensure that communications with customers discourage intensive and prolonged gaming machine play.

With the exception of EFTPOS signage, a venue operator must not induce a person to:


    (a) withdraw money, or withdraw more money, from a cash facility; or

    (b) leave the approved venue to obtain money, or obtain more money, to enable that person to play, or to continue to play, a gaming machine.


A venue operator may however direct a person to a cash facility when requested to do so by a customer.

Ministerial Direction - Responsible Gambling Codes of Conduct