TABLE OF CONTENTS. Corporate Policies...1

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1 Approved by the Executive Committee on April 24, 2017 Approved by the Responsible Gaming Committee on May 9, 2017

2 TABLE OF CONTENTS Corporate Policies...1 Enabling Informed Choice...1 Access to Support Services...1 Advertise Responsibly...1 Funding...1 Promoting Responsible Gaming Within...1 Assisting Patrons...2 Red Flag Guidelines (OLG)...2 Access to Responsible Gaming Information...2 Debunking Myths...2 Continuous Improvement...2 Key Performance Indicators...3 Employee Engagement and Training...3 OLG Responsible Gaming Code of Conduct...3 OLG Responsible Gaming Training...3 RG Team...3 Self-Exclusion...4 Reinstatement...4 Detection of Self-Exclusions...4 Access to Money...5 Credit Services...5 Cash Advances...5 Cheque Cashing...5 Informed Decision Making...5 Advertising and Promotion...5 Venue and Game Features...6

3 Corporate Policies Our Corporate Policies promote and support responsible gaming behavior Casino Rama Resort is committed to delivering services with a personal touch that builds relationships with our players in a socially responsible manner. Enabling Informed Choice a variety and inventory of brochures dispelling myths, etc. are made available to patrons in various locations. All pages of our website contain the hyperlink to OLG PlaySmart. Access to Support Services Casino Rama Resort has a Play Smart Centre onsite and accessible to patrons. In addition, various brochures regarding Responsible Gaming and Problem Gambling assistance are made available to patrons in numerous locations both on and off the gaming floor. These locations also include private locations such as washrooms and hotel rooms. Casino Rama Resort has developed our own Self-Exclusion brochure that is accessible on our website, as well as in various locations onsite. The brochure lists numerous places where patrons can obtain assistance. Advertise Responsibly Casino Rama Resort uses our Marketing Standards Creative Form, and Marketing Standards Internal Control Form to ensure our advertising and promotions do not mislead or misrepresent product(s) or target vulnerable patrons. Both forms are to be completed by all departments that are involved with advertisements and promotions to our patrons. The respective departments are required to sign off, as well as the VP Administration and Compliance or Legal Specialist. It has been made clear that all departments are accountable to ensure that we maintain compliance to our responsible gaming strategies. Casino Rama Resort developed a Responsible Gaming in Advertising matrix that lists all forms of advertising and indicates the messaging that is mandatory for each advertising format. Funding Casino Rama Resort developed a budget specific to Responsible Gaming with a minimum of two responsible gaming initiatives per year. A Responsible Gaming Coordinator position will be maintained at the site to coordinate various activities and assist with selfexclusions at a minimum. Casino Rama Resort s working Responsible Gaming Team ( RG Team ) is led by a Responsible Gaming Champion ( RG Champion ). This Committee primarily consists of front line employees who are consistently on the gaming floor and interacting with patrons. The Responsible Gaming Coordinator also sits on this Committee. The RG Champion reports to the Responsible Gaming Committee on a quarterly basis in regards to the Team s status on responsible gaming initiatives, issues and feedback. Promoting Responsible Gaming Within Responsible Gaming remains a standard topic/agenda item at all Directors Meetings, Executive Committee Meetings, Leadership and C.R.E.W. Town hall meetings, either directly presented or materials circulated. The Play Smart Centre may also be invited to attend. 1

4 The Vice President of Administration and Compliance provides reports for discussion purposes at the Directors and Executive Committee Meetings. Responsible Gaming is included in presentations at the Leadership Meetings and/or via and/or via LMS (Learning Management System). The President and CEO (or designate) includes Responsible Gaming in the C.R.E.W. Town Hall meetings. Assisting Patrons Red Flag Guidelines (OLG) is being utilized at our site in accordance with the level of responsibility of the various employees. In using the guidelines, the employees perform the following activities: o observe and interact with customers who may be exhibiting Red Flag Behaviours; o respond appropriately, including escalation when required; and o report interactions with customers with serious Red Flag Behaviours using the Responsible Gaming Interaction Tool ( RG Interaction Tool ). In addition to the above, employees are trained in/provided with information on the signs of fatigue/impairment. Access to Responsible Gaming Information Casino Rama Resort has a Play Smart Centre located on site operational seven days a week from 11:00 a.m. to 2:00 a.m. An inventory of brochures are maintained in various locations on the gaming floor, hotel, various restaurants, washrooms and on ATMs (Automated Teller Machines). Casino Rama Resort distributes the OLG RG communications to Leaders in order to better educate and communicate RG information with staff and patrons. Debunking Myths - Our machine shut down policy has been revised to include procedures that require the Slot Attendant (or above) to take the opportunity to debunk any myths in regards to slot machines. It will be made clear to the Slot Attendant to react only if there is a sign or something stated by the patron such as hold the machine, it is ready to hit, etc. Continuous Improvement Employees are provided with current information and up to date training regarding Responsible Gambling. Potential changes and enhancements are identified by reviewing data collected through the various results of the Key Performance Indicators as noted below. Patron surveys are done by Casino Rama Resort and the OLG. Learnings from this process are incorporated into refining our strategy and for continued improvement. Best practices and/or current research (such as that offered by the Responsible Gambling Council of Canada) are also reviewed and factored into the development/revision of our responsible gaming strategies and initiatives. 2

5 Third party evaluations and/or independent audits (internal audit) are used to guide our Responsible Gaming Program. Key Performance Indicators The success/impact of our Responsible Gaming Program will be evaluated through but not limited to: number and percentage of all personnel who have not signed or made aware of the Responsible Gaming Code of Conduct; number and percentage of personnel who have not yet completed the relevant OLG Responsible Gaming Training ( RG Training ) Modules; RG Team Minutes, including summary of personnel-focused activities; number of customer/public complaints about the responsible gaming appropriateness of marketing and action taken; number and percentage of credit applications denied for responsible gaming reasons; number of complaints received related to paytables, help screens and game themes and responses to same; number of Self Exclusion registrations at our gaming site; number of reinstatements carried out at our gaming site; number of detections by the Gaming Site including breakdown by source i.e. facial recognition, visual observation, etc.; results of facial recognition quality assurance testing and overall rate of detection; internal audit findings; third party audits; responsible gaming surveys; and Play Smart Centre visits and promotion attendance. Employee Engagement and Training OLG Responsible Gaming Code of Conduct - employees are required to read and follow the OLG s Responsible Gaming Code of Conduct ( RG Code of Conduct ), as well as Casino Rama Resort s Responsible Gaming Pledge. OLG Responsible Gaming Training Core and Advanced modules - Casino Rama Resort trains employees using the mandatory OLG RG Training. Both modules are developed and recognized by an independent third-party agency (CAMH) with expertise, experience and research knowledge in problem gambling. Annual refresher training are completed for both the core and advanced levels. Casino Rama Resort ensures our staff understands the concepts of Randomness, House Edge and the realistic chances of winning and losing. Staff are knowledgeable about common myths and are proactive in dispelling same whenever possible. RG Team - Casino Rama Resort has established an RG Team that consists of front-line gaming employees. This Team is led by an RG Champion and meets on a quarterly basis at a minimum. As a requirement, representatives from the Play Smart Centre participate on this Team. Minutes are maintained and made available to Casino Rama Resort C.R.E.W. via our Intranet CREWView. This Team is responsible for planning and implementing a minimum of two site specific responsible gaming initiatives. Senior Level Training - Various senior level executive employees attend a responsible gaming conference and/or seminars once per year, as well as at least one employee from the 3

6 Compliance Department who is directly responsible for compliance of our responsible gaming program. Self-Exclusion Casino Rama Resort follows the OLG Self-Exclusion Program and ensures patron awareness of same. Patrons are also able to use off-site self-exclusion. Casino Rama Resort developed a Self-Exclusion brochure which lists various facilities that offer assistance with problem gambling, as well as provide guidance for the off-site self-exclusion and location. At time of self-exclusion, patrons have the option of being escorted to the Play Smart Centre, be provided with information on problem gambling, where to obtain assistance and available resources. Self-exclusions will not receive phone calls, s or promotional material from Casino Rama Resort. Casino Rama Resort uses facial recognition technology. Casino Rama Resort has launched prize disentitlement if a self-exclusion is detected by having their identification verified for regulatory purposes due to winning a slot jackpot or progressive table game prize, their prize will be disentitled. Self-exclusion brochures are available in employee washrooms and lounges. Reinstatement Prior to reinstatement, the individual must complete a reinstatement tutorial. Upon reinstatement, the patron will not automatically receive marketing materials; they will remain as No Mail until such time as they request to receive same. Detection of Self-Exclusions Self-exclusions will be detected through facial recognition technology, existing policies and procedures (i.e. when a player card is used in a slot machine), at the Cashier s Cage, Player Services Desk, employee recognition, showing ID for any transaction, Be On The Lookout ( BOLO ). 4

7 Access to Money Credit Services - Casino Rama Resort s Credit Department will not encourage excessive gambling among gaming patrons through the use of its credit services, nor will Casino Rama Resort permit solicitation of its credit services or offer incentives to promote same. Further, third party credit is prohibited, as outlined in our Credit Agreement. Patrons may not request more than one credit increase in a 24 hour period - 24 hours must pass before the credit is applied to the patron s account. Self-excluded individuals who have been reinstated are not eligible to access credit for a period of two years after reinstatement. Cash Advances - patrons are not able to withdraw/download cash from credit cards directly at a slot machine nor are cash advances accessible in the table game pits. Cheque Cashing - Casino Rama Resort does not cash third party cheques. Informed Decision Making Casino Rama Resort promotes the Play Smart Centre and works with the on-site Play Smart Centre to create an environment of continuous Responsible Gaming improvement. Casino Rama Resort is committed to ensuring that Responsible Gaming and Problem Gambling brochures are visible, accessible and readily available to patrons on the gaming floor, as well as other locations throughout the premises. Patrons are able to request their win/loss statement through the website by clicking on the Responsible Gaming hyperlink or in writing. The win/loss statement shows slot vs. table game play, as well as time played. Advertising and Promotion Casino Rama Resort adheres to the applicable regulations and standards in regards to marketing by ensuring that all marketing material is reviewed against both the Marketing Standards Internal Control Form and the Marketing Standards Creative Control Form to ensure compliance. Our marketing program will not encourage underage gambling or self-excluded individuals to attend the property. Casino Rama Resort will not encourage patrons to gamble beyond their means. 5

8 Venue and Game Features Digital messaging is utilized to inform and educate patrons in gaming responsibly, as well as to provide information regarding help for problem gambling. Responsible gaming messages are made available to the patrons in the table game pits on the layouts of various table games. Our digital signage technology displays the time of day. The time of day is announced when announcements are made for bus departures. Casino Rama Resort employees are encouraged to check in with patrons who have been playing for extended periods of time. Casino Rama Resort s slot machines display credits as cash or provides instructions to the patron that allows them to toggle between cash and credits. Casino Rama Resort has relocated the majority of its kiosks/abms away from the ends of banks of Slot machines and has placed them in pods in various locations across the gaming floor and off the floor. These locations are near wide aisle ways, restaurants, in the link between the casino and the Entertainment Centre in hopes of encouraging patrons to take a break. The locations also require patrons to step away from the gaming tables and slot machines. Casino Rama Resort participates in two province-wide committees Ontario Slot Initiatives Committee and Ontario Table Game Initiatives Committee that are involved in discussions surrounding patron feedback on game design, slot vendor compliance and processes for new table game submissions. Casino Rama Resort has established procedures to collect customer complaints related to game designs and other concerns such as clarity and accuracy of paytables, layouts, etc. 6