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CRA's Role in Patron Disputes

One of the key roles of CRA as the casino regulator in Singapore is to ensure that gaming in the casinos is conducted honestly. As required under Section 111 of the Casino Control Act (Cap. 33A), CRA will investigate into the following types of patron disputes between a casino operator and a patron of the casino: -

  1. Disputes as to alleged winnings;
  2. Disputes as to alleged losses; or
  3. Disputes as to the manner in which a game is conducted.

Principles in Patron Dispute Resolution

When a CRA Inspector conducts an investigation into a patron dispute, the following key principles are taken into consideration.

Applicable Legislation and Documentation

The CRA Inspector will consider if the casino operator had conducted the game in accordance with the Casino Control (Conduct of Gaming) Regulations, approved games rules and the casino operator's house rules.

The house rules are available to all casino patrons, and can be obtained by approaching the casino operators.

Voiding of a Game

Where a game has been voided by the casino operator, a CRA Inspector will consider if the casino operator had acted in accordance with the Casino Control (Conduct of Gaming) Regulations.

A casino operator may void a game where one or more of the following situations arises:

  • malfunction, fault or interruption in the operation of any gaming machine or gaming equipment that affects the outcome of the game;
  • force majeure event (e.g. flood in the casino);
  • a casino operator knows or reasonably suspects that a patron is committing or has committed an offence that may affect the outcome of a game; and
  • other circumstances as provided for in the approved game rules.

When a game is voided:

  • All wagers will be refunded to patrons; and
  • A casino operator may recover any winnings from affected patrons if patrons had been clearly informed of the circumstances under which, and the means by which, winnings will be recovered.

Verification of Wagers Placed

The CRA Inspector will review if wagers had been placed in accordance with the approved game rules.

Patrons would be entitled to their winnings only if they had placed wagers in accordance with the approved game rules.

For example, wagers must be placed before the Dealer signals the closing of wagers and announces “No more bets”. Any attempts to place wagers after this will not be accepted by the casino, and patrons will not be entitled to any winnings arising from such wagers.

Ordering of Payment

CRA may be able to order payment (to either the patron or the casino operator, as the case may be) only in situations where the game outcome can be determined.

The payment to be ordered will depend on the amount of wagers, game outcome and the payouts that should have been given based on the game outcome.

(1) Situations where game outcome can be determined

The correct game outcome will be determined in accordance with the game rules and house rules.

(2) Situations where game outcome cannot be determined

Examples where game outcome(s) cannot be clearly determined are as follows:

  • The outcome of the game is affected due to a malfunction, fault or interruption in the operation of a gaming machine or gaming equipment. In such situations, the game will be void under Regulation 15(1) of the Casino Control (Conduct of Gaming) Regulations;
  • A foreign/damaged card is discovered during the round of play; or
  • When a patron refuses to make a decision which he is required to make in the course of a game.

CRA Inspectors are not empowered to order other alternative remedies like allowing the patron to re-play a game, re-play a bonus round on a gaming machine, or receiving other forms of compensation from a casino.

Besides having recourse to the patron dispute resolution process provided under the CCA (Cap. 33A), a patron may choose to seek resolution of a dispute with a casino operator through other means, such as mediation, or by a civil suit in court.

Dispute Resolution Process

Patron Dispute Resolution

Have further questions on the patron dispute process? Refer to our FAQs.

Patron Dispute Forms