What is Crown PlaySafe?

Awareness. Assistance. Support.

Safe play occurs in a regulated environment where the potential for harm associated with gaming is minimised and people make informed decisions about their participation in gaming.

Crown is committed to providing a safe environment that supports and encourages safer gambling behaviours for our customers.

Crown recognises that some of its customers may experience harm through gaming, and we are committed to the promotion of PlaySafe practices and programs and the continued evaluation and implementation of harm minimisation practices to prevent that harm.

Access Crown's PlaySafe Code of Conduct here.

Download Crown's PlaySafe Code of Conduct in the following languages:

If you wish to make a complaint regarding Crown’s PlaySafe practices, please email cps@crownmelbourne.com.au  

Crown PlaySafe Centre

The Crown PlaySafe Centre is staffed 24 hours a day, 7 days per week. If you or someone you care about, are experiencing any issues with gaming or wish to speak with someone, an experienced and caring Crown PlaySafe Advisor is available to you (by phone, via email or in person) at any time, day or night.

Crown also recognises that the gaming behaviour of our customers who are experiencing harm is likely to have an impact on those around them.

As such, we are committed to supporting the family members, friends, colleagues or anyone who is concerned about the gaming behaviour of our customers and can provide assistance and information to those concerned individuals as well.

If you are on site, you will be welcomed into a discreet, quiet and comfortable space, where you can talk with our Advisors. Whether you visit us on site, call or email us, you can be assured of a confidential conversation, responsive to your needs and issues.

What to expect if you contact the Crown PlaySafe Centre

You can call, email or attend the Crown PlaySafe Centre (CPC) in person whenever you want to – there is no need to make an appointment, our Crown PlaySafe Advisors are always available.

We respect and value our customers, and you will be treated with consideration, understanding and dignity. Our purpose is to support you in addressing any difficulties or harm you, or someone you are concerned about, are experiencing.

All customers who seek assistance from our Crown PlaySafe Advisors can be assured that the information will be handled discreetly and confidentially. This discretion applies whether you are speaking about yourself, or about someone you have concerns about.

If you would like to speak to the team about Crown Melbourne's PlaySafe programs, including our Self Exclusion and Third Party Exclusion programs, visit the Crown PlaySafe Centre, located at Level B1 directly below the main Food Court. A map of the CPC location is available here.

Alternatively, you can call a Crown PlaySafe Advisor on 1800 801 098 or email cps@crownmelbourne.com.au.

What does safe play look like?

Safe play is gaming enjoyed as a form of fun and entertainment.

“Exercising control and informed choice to ensure that gambling is kept within affordable limits of money and time, is enjoyable, in balance with other activities, and avoids gambling related harm.”
Source: Professor Nerilee Hing, 2016

Below are some examples of safe play:

  • Staying in control of how much time and money you spend by setting limits and sticking to them
  • Only gaming with money set aside for entertainment, and that you can afford to lose
  • Recognising gaming is a form of entertainment and not a way to make money
  • Understanding your chances of winning and acknowledging the “house advantage”
  • Not returning to the casino to chases your losses
  • When your gaming does not cause you or your loved ones distress

As it is common for a person's relationships with gaming to change, it’s important that individuals regularly check in with themselves to ensure that they are demonstrating the above signs and behaviours throughout their gaming experiences.  

What is Gambling Harm?

Problem gambling is when a person’s gambling behaviour impacts negatively on their own life, their family, friends or the community. Problem gambling can manifest itself in many ways, and does not have to mean that an individual has lost control completely. 

Gambling harms can be experienced on a spectrum.  These range from minor negative experiences to crisis point, which is often when people consider seeking professional help for their gambling.’

In 2016 a study by the Victorian Responsible Gambling Foundation identified a number of possible harms including:  

  • relationship difficulties
  • health problems 
  • emotional or psychological distress
  • financial problems
  • issues with work or study
  • cultural problems
  • criminal activity   

It is often difficult to acknowledge when your own gambling is becoming problematic, which is why it’s important to recognise the warning signs before they progress any further.

"Harm from gambling isn’t just about losing money. Gambling can affect self esteem, relationships, physical and mental health, work performance and social life. It can harm not only the person who gambles, but also family, friends, workplaces and communities."
Source: Gamblers Help Website, 2019

Know the odds when gaming

When considering a game you wish to play, we encourage you to know the chance of winning so you can make an informed choice. The rules of the games determine the house edge, which is the overall percentage of the monies wagered that the casino can retain. Different house edges apply to each game or wager.

To learn more, view the Victorian Commission for Gambling and Liquor Regulation's Playing the Pokies: Know the Facts brochure or visit a Gaming Information Terminal (GIT) located in the casino.

For more information, use the following links:




PlaySafe tools

3 Hour Cumulative Play, 12 Hour Daily and 36 Hour Weekly Visit Policies

As part of our ongoing commitment to player welfare and a way for us to encourage our guests to enjoy their visits to Crown safely, we now have specific visit policies in place for 3 Hour Cumulative Play Periods, 12 Hour Daily Periods and 36 Hour Weekly Periods.

During your visit to Crown, we will check in on you from time to time. If your visit spans 3 hours of cumulative play without a 15-minute break, you will be required to take a break of at least 15 minutes. If your visit spans 12 hours or more of cumulative play in a twenty four hour period, you will be required to take a 24-hour break. If your visits amount to 36 hours or more of cumulative play in a week, you will be required to take a break for the rest of that 7-day period.

Player Activity Statements

Player Activity Statements provide information on each member’s EGM or FATG play, including all wins and losses for the period of the statement and are available for EGM play and/or FATG play, these are separate statements. All customers must agree to receive Player Activity Statements in order to play an EGM at Crown Melbourne.  Monthly Player Activity Statements are made available to EGM Crown members who have played gaming machines in the last month. Members who play FATGs are able to collect their Player Activity Statement on request, at any Crown service desk.


The Victorian state government statewide individual money and time limit setting pre-commitment scheme is called YourPlay. 

All customers must have a registered YourPlay account linked to their Crown Member account, with individual money and time limits set to play gaming machines at Crown Melbourne. 

Information about YourPlay is available at Crown information desks, via the YourPlay icon on a VIK machine and online at yourplay.com.au

Play Safe Limits

Play Safe Limits is Crown's voluntary money and time limit setting program and allows Crown Rewards members to set voluntary money and/or time limits for their Fully Automated Table Game Play. 

You can choose to:

  • Set an amount you want to spend on any given day; and/or
  • Set a time limit for your visit

To take advantage of Play Safe Limits you will need a Crown Rewards card. Crown Rewards members can set Play Safe Limits by visiting any Crown Rewards desk or the Crown PlaySafe Centre.

To view our Play Safe Limits brochure click here.