SkyCity casino has closed for five days after not helping a problem gambler who lost over $1 million. The closure began at midnight Sunday and ends Friday night. The gambler played for as long as 9 hours at one time and for five hours or more on 23 occasions between 2017 and 2021, without any staff intervening.
SkyCity is being punished for not meeting its responsibilities to prevent harm from gambling. CEO Jason Walbridge expressed regret about the situation, stating they made mistakes and are being held accountable. He emphasized that they do not want anyone to lose more than they can afford and have put programs in place to help identify those with gambling problems.
Walbridge did not specify whether the casino has refunded any of the money lost by the problem gambler. He mentioned that they apologize to the individual involved and encourage any customer who feels unfairly treated to reach out.
Currently, SkyCity allows players to gamble for up to five continuous hours before staff check in on them. Experts suggest that intervention should start after three hours, but Walbridge said the five-hour limit is set by regulators. He noted that the average player spends just over one hour in the casino, which means most players do not gamble excessively.
The casino is required to have at least six staff members monitoring for problem gambling at all times. Walbridge stated that the staff has been trained to better recognize issues. He called the shutdown an unprecedented event and said that the casino is committed to improving its practices, including implementing new technology for better monitoring.
The shutdown avoids the busy weekend hours, and Walbridge defended this schedule, saying it was agreed upon with the Department of Internal Affairs, the regulatory body.
