Casino / Gaming Regulations
GAMING REGULATIONS
Hoiana Casino aims to provide patrons with an enjoyable gaming experience.
OUR COMMITMENT TO OUR PATRONS
We are committed to ensure regulatory compliance with all applicable laws and regulations and support collaboration with the government, responsible gaming bodies and the community.
At Hoiana, we encourage our patrons to make responsible decisions about gaming to enhance the gaming journey for themselves and other patrons.
GAMING RESPONSIBILITY
- Understand the potential risk of gaming
- Establish a comfortable spending limit.
- Set a time limit for gaming.
- Do not play when upset or stressed.
- Use money set aside for gaming.
- Take frequent breaks.
- Do not chase losses.
- Limit alcohol consumption.
- Do not borrow money to play.
- Do not use gaming as a way to make money.
AGE RESTRICTION
As a socially responsible corporation, Hoiana is committed to keeping persons under the age of 18 out of all gaming areas and preventing persons under the age of 18 from playing at Hoiana Casino.
RESPONSIBLE GAMING ASSISTANCE
Patrons can approach any Casino Security Officer for assistance regarding Responsible Gaming.
For any further information, please email the Responsible Gaming Team at [email protected]
KNOW YOUR LIMITS
Stay in Control | Play Smart | Set Your Limits
FIND HELP
If gaming no longer feels like fun, seek support to take control of your gaming.
SELF-EXCLUSION
Self-exclusion is a voluntary service available to patrons who wish to apply for self-exclusion from entering the casino. The program is free and confidential.
DO YOU KNOW ?
If you are carrying foreign currencies exceeding USD 5,000 (or equivalent) or exceeding VND 15 million when entering or exiting Vietnam, you are required to make a customs declaration.
For your convenience, to take your winnings out of Vietnam, you can request a “Certificate of Winnings”.
- WHAT YOU NEED TO DO TO GET A VALID "CERTIFICATE OF WINNINGS"?
You must provide your membership card to our staff when you play table games and insert your membership card into the electronic gaming machines prior to playing. This will provide us with a record of your gaming activity.
Before leaving the casino, if you require a Certificate of Winnings, you can approach any cashier counters with your passport and the cashier will establish your winnings. The Certificate of Winnings is valid for 30 days from the date of issuance.
Finally, you need to approach the designated Vietnam bank and obtain a Certificate of Cash in order for foreign currency to be taken abroad. The Certificate of Cash is valid for 30 days from the date of issuance.
WHY DO YOU NEED TO PROVIDE
YOUR PERSONAL INFORMATION TO THE CASINO?
The Law on Prevention of Money Laundering in Vietnam requires us to obtain your identification information during opening of accounts and when conducting financial transactions that total, in value, VND 60,000,000 (sixty million) or more in a day.
We can only process your transactions upon obtaining and verifying the below mandatory identifying information:
If you have any queries, you may also call our hotline at +84 (0) 235 858 8888 or approach Cashier Counters located in the Casino.
Thank you for your attention and we hope you have a wonderful time at Hoiana Casino.
DISPUTE POLICY RESOLUTION
1. Dispute between players or between a player and a casino team member shall be resolved firstly at the related operation area. Such disputes shall be escalated to the related manager of that operation area.
2. The Manager receives the dispute raised and obtains information from the Payer The Manager must introduce themselves and their job title; The Manager will listen to the Player’s version without interruption. If a Player is causing disturbance, he/she shall be invited to a neutral area away from the scene.
3. The Manager will communicate to the Player the time and process for settling the dispute.
4. The Manager will obtain details of the dispute from the parties involved and surveillance footage if necessary (Players will not be allowed to view the surveillance footage)
5. The Manager will personally return to the Player and communicate the decision or outcome of the dispute.
6. In the event the player does not agree with the decision or outcome of the dispute resolution process by the Manager at the operation area, they shall be made aware of their rights to file a formal complaint which will be reviewed by the relevant head of department.
7. Such player will be accompanied to the customer service counter, where the customer service officer will take over.
8. Customer service officer will explain the complaint process and provide a Player Complaint Form to complete.
9. The Player shall complete the Player Complaint Form with as much information as possible, stating the following information: Name of Player; Contact number; Email address; Date & time of incident; Location of the incident; Detailed description of the incident; Name or employee ID of team member involved (if known to the Player).
10. All Player complaints, that must be filed, shall be recorded and maintained by the customer service team.
11. Customer service team member will email the complaints to the respective head of department for follow up.
12. The relevant department head shall gather all relevant information pertaining to the complaint and make a final decision. Official complaints filed by gamblers shall be reviewed and followed up by the relevant head of department within 2 business days from the time the complaint is filed.
13. Official response based on the final decision shall be communicated to the complainant within 4 business days from the time the complaint is filed. An official response is to be communicated back to the player firstly by phone followed by a full response by email.
14.Relevant head of department is to send the full response to customer service for record keeping, where the full response is kept as part of the official records. All evidence, decision and official response pertaining to the complaint shall be kept as part of the official records for any regulatory queries.
15. In the event the player does not agree with the decision or outcome of the dispute by the respective head of department via the formal complaint process as specified above, they shall be made aware of their rights to refer the dispute to the competent court or arbitration as stipulated by law.
