Casino / Gaming Regulations
GAMING REGULATIONS
Hoiana Casino aims to provide patrons with an enjoyable gaming experience.
RESPONSIBLE GAMING
OUR COMMITMENT TO OUR PATRONS
Hoiana aims to provide patrons with an enjoyable gaming experience.
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 gambling 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.
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 and FAMILY EXCLUSION
Self-exclusion and Family Exclusion are voluntary services available to patrons and their family who wish to apply for the patron’s exclusion from entering the casino. The program is free and confidential.
For any further information, please email the Responsible Gaming Team at [email protected]
ANTI-MONEY LAUNDERING
INFORMATION TO PATRONS
Dear Patrons,
To ensure a fantastic gaming experience in our Casino, we would like to share with you some important regulatory requirements in Vietnam.
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 70,000,000 (seventy 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 RESOLUTION PROCEDURES
(Being part of the Dispute Resolution Policy)
1. A dispute between Players or between a Player and the casino’s team member(s) shall be resolved firstly within the gaming floor at the respective gaming area (e.g. Table Games or Electronic Gaming Machines* ). Such dispute shall be escalated to the respective manager on duty of that gaming area (the “Manager”).
2. The Manager receives the dispute raised by the Player and should obtain all the relevant facts and information from the Player.
i. The Manager must introduce himself and clearly state his/her job title;
ii. 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 gaming area in question to discuss the terms of the dispute further.
3. The Manager will advise the Player of the time and process of the dispute settlement.
4. The Manager will obtain all the details of the dispute from the parties involved and surveillance footage if necessary. (the Player 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 outcome of the dispute resolution process or the decision made by the Manager at the respective gaming area, he/she shall be made aware of his/her rights to file a formal complaint which will be reviewed by the relevant Head of Department.
7. The Player who is not satisfied with the dispute resolution outcome, will be accompanied to the customer service counter, where the customer service team member will take over the dispute case.
8. The customer service team member will explain the complaint process and provide the Player a “Player Complaint Form” which is completed by the Player.
9. The Player shall complete the Player Complaint Form with as much information as possible, including at least, the following details:
i. Name & Membership ID of Player;
ii. Contact number;
iii. Email address;
iv. Date & time of dispute;
v. Location of the dispute (e.g. Gaming table number or Machine number);
vi. Detailed description of the dispute;
vii. Name and/or employee ID of the team member(s) involved or witnessing the dispute (if known to the Player).
10. All Player complaints that are filed, shall be recorded and maintained by the customer services department/team.
11. The customer service team member will email the complaints to the respective Head of Department for processing.
12. An official complaint filed by the Player shall be reviewed and followed up by the relevant Head of Department within two (02) business days from the time the complaint is initially filed. The relevant Department Head shall gather all the relevant information pertaining to the complaint and make a final decision.
i. The Department Head may, in any proceedings, require the parties involved to answer questions, provide additional information or supporting evidence under his/her custody or control that may be relevant to the proceedings within the time specified in the notice.
ii. Where any Player or involved party fails to provide the required information or documents within the stipulated timeframe, the Department Head may make its decision based on the facts and information available.
13. An official response from the Company based on the final decision shall be communicated to the Player within four (04) business days from the time the complaint is formally submitted.
i. Dispute cases that involve credit/debit card, app-based withdrawal or bank transfers, the official response time will be based on the time required for the investigation and to process the requests for information with the related banks/entities.
ii. An official response will be communicated to the Player firstly by phone, followed by a full response in writing by email or another communication means that ensure the Player will receive the Company’s official decision.
14. All the evidence, decision and the official response from the Company to the Player pertaining to the dispute/complaint shall be retained as part of the casino official records and made available for any regulatory queries, during the documents retention period as stipulated by the applicable laws and rules and regulations.
15. In the event the Player does not agree with the Company’s decision, or the outcome of the dispute resolution issued by the Company in accordance with this dispute resolution policy, the Player shall be made aware of his/her right to refer the dispute to the competent court or arbitration as stipulated by applicable Vietnam laws.
