Montecasino Responsible Gaming Policy
- Overview
Montecasino is a casino and entertainment complex located in Fourways, Johannesburg, Gauteng, South Africa, operated by Tsogo Sun. As a licensed casino operating within South Africa’s regulated gambling sector, Montecasino is subject to national and provincial responsible gambling requirements. This document sets out the responsible gaming framework applicable to Montecasino, including age restrictions, self-exclusion procedures, access to support services, and the obligations of both the operator and individuals who visit the casino.
Montecasino and Tsogo Sun support the National Responsible Gambling Programme (NRGP), a public-private partnership between South African gambling regulators and the gambling industry. This support is a formal commitment. Responsible gaming practices at Montecasino are aligned with the national framework established under South African gambling law and administered by the relevant regulatory bodies.
- Age Restriction
2.1 Minimum Age Requirement
Only persons 18 years of age and older are permitted to gamble at Montecasino. This requirement is established under South African law. It is illegal for any person under the age of 18 to gamble in South Africa. Contravention of section 11 of the National Gambling Act may result in criminal sanctions.
Montecasino enforces this restriction at the point of entry to gambling areas. Individuals who appear to be under the required age may be asked to produce valid identification confirming their date of birth before being permitted access to casino gaming areas.
2.2 Responsibility of Visitors
Visitors are responsible for ensuring they meet the minimum age requirement before entering gambling areas. Accompanying minors to gambling areas is not permitted under applicable law and casino policy.
- National Responsible Gambling Programme
The National Responsible Gambling Programme (NRGP) was established in 2000 as a structured national response to gambling-related harm in South Africa. It integrates education, research, and treatment into a single programme and is funded through a partnership between gambling regulators and licensed gambling operators, including casinos within the Tsogo Sun portfolio.
The NRGP is implemented operationally by the South African Responsible Gambling Foundation (SARGF). Montecasino’s responsible gaming obligations are linked to this national infrastructure. When responsible gambling messaging or helpline information is displayed at Montecasino, it references the services and structures maintained by the NRGP and SARGF.
Official NRGP information is available at responsiblegambling.org.za.
- Problem Gambling Support Services
4.1 South African Responsible Gambling Foundation (SARGF)
The South African Responsible Gambling Foundation provides free and confidential counselling and treatment services to individuals affected by problem gambling. These services are available 24 hours a day, seven days a week, at no cost to the user.
SARGF offers professional counselling by telephone and referrals for face-to-face treatment through a country-wide network of treatment professionals. These services are available to individuals who are concerned about their own gambling behaviour or the gambling behaviour of someone they know.
4.2 Contact Details for Support
The following contact details are provided for individuals seeking assistance with problem gambling. These contacts are operated by SARGF and are not internal Montecasino services.
- Toll-free counselling line: 0800 006 008
- WhatsApp / SMS: Send “HELP” to 076 675 0710
- Email helpline: [email protected]
- International telephone: +27 21 674 5830
Calls to the toll-free line are free of charge from within South Africa. The helpline operates continuously and is not restricted to business hours.
4.3 Operator Obligation
Montecasino, as a licensed casino operator, is required to make information about these support services accessible to visitors. The display of NRGP and SARGF contact details at Montecasino forms part of the operator’s regulatory compliance obligations.
- Self-Exclusion
5.1 Purpose and Scope
Self-exclusion is a formal mechanism that allows an individual to request that a gambling operator restrict their access to gambling facilities. Montecasino, as a licensed casino, is required to offer and process self-exclusion requests in accordance with South African regulatory requirements.
5.2 Process
An individual wishing to self-exclude from gambling at Montecasino should contact the casino’s security department to initiate the process and obtain the required forms. Once completed, the operator is required to submit the self-exclusion documentation to the relevant Provincial Licensing Authority (PLA) and to the National Gambling Board (NGB) for record-keeping purposes.
Montecasino is located in Gauteng, and the relevant provincial licensing authority for this jurisdiction oversees the administration of self-exclusion records at the provincial level.
5.3 Minimum Exclusion Period
The minimum self-exclusion period under South African industry practice is six months. Individuals who have self-excluded are advised to contact the SARGF NRGP for counselling and ongoing support during the exclusion period, using the toll-free line or email helpline listed in section 4.2 of this document.
5.4 Obligations Following Self-Exclusion
Once a self-exclusion is in effect, the individual is prohibited from accessing gambling areas at Montecasino for the duration of the exclusion period. Montecasino is required to take reasonable steps to enforce the exclusion. Individuals who have self-excluded and subsequently attempt to access gambling areas may be removed from the premises.
- Operator Commitments
Montecasino and Tsogo Sun operate in accordance with the following responsible gaming commitments as part of their obligations under South African gambling law and industry standards:
- Age verification is enforced at gambling areas.
- Responsible gambling messaging, including the statement “Winners know when to stop”, is displayed in accordance with group-wide communication requirements.
- Information about the NRGP and SARGF helpline is made available to visitors.
- Self-exclusion requests are processed and submitted to the relevant regulatory authorities.
- Staff are subject to training and procedures relevant to responsible gambling obligations, including the identification of individuals who may require assistance.
These commitments reflect regulatory requirements applicable to licensed casino operators in South Africa and are not discretionary or promotional measures.
- Regulatory Framework
Montecasino operates under the National Gambling Act of South Africa and is subject to oversight by the National Gambling Board and the relevant provincial licensing authority in Gauteng. The National Gambling Board provides guidance on responsible gambling obligations, including self-exclusion procedures, and coordinates national awareness initiatives such as Responsible Gambling Awareness Month.
South Africa’s regulated casino sector operates under a licensing framework that includes conditions relating to responsible gambling, age verification, and operator support for national harm-minimisation programmes. Montecasino’s responsible gaming practices form part of this broader regulatory structure.
For further information on the national regulatory framework, the National Gambling Board’s stakeholder information is available at ngb.org.za.