Casino Self-Exclusion Patron Identification SOP

Standard procedure for verifying patrons against the self-exclusion list, denying gaming service to excluded persons, and documenting attempted entry or service encounters in compliance with gaming regulations.

Steps

• Verify the patron's identity
  The floor associate or security officer scans or visually inspects the patron's government-issued photo ID and confirms the name, date of birth, photo, and expiration date match the patron in the casino system within 30 seconds; if the ID is expired, unreadable, altered, or does not match, escalate to the shift supervisor before continuing.
• Check the patron against the current exclusion list
  The authorized staff member checks the patron against the current, approved exclusion list in the access control or entry log system and confirms the list version is current before proceeding; if the system is unavailable, the list is outdated, or the result is unclear, stop and notify the supervisor or compliance officer immediately.
• Decide whether the patron is excluded
  The floor supervisor or compliance officer reviews the identity check and list match result and makes a clear decision within 1 minute: if the patron is not on the exclusion list, continue to entry or service; if the patron is on the exclusion list, the identity cannot be verified, or the match is uncertain, route to denial and escalation.
• Allow entry or service for a cleared patron
  The front desk agent, host, or security officer allows entry or service only after the identity check and exclusion screening are complete and the patron is cleared; complete the admission or service action within 1 minute and do not add any restrictions beyond normal operating procedure.
• Deny entry or service to the excluded patron
  The security officer or floor supervisor informs the patron of the denial in a calm, professional manner, does not provide gaming service or promotional benefits, and directs the patron to leave or wait for security support within 2 minutes; if the patron becomes agitated, refuses to comply, or attempts re-entry, escalate immediately to security.
• Notify the supervisor or compliance officer
  The staff member notifies the supervisor or compliance officer by radio, phone, or approved communication method within 5 minutes of the exclusion match or denial and provides the patron name, time, location, and action taken; if the patron is disruptive or requests an exception, include that detail in the notification.
• Document the attempted entry or service encounter
  The staff member records the encounter in the incident report form or digital log before the end of the shift and includes the date, time, location, staff involved, identity verification method, list check result, decision made, and any escalation taken; do not include speculation, insults, or unnecessary personal details.
• Escalate unresolved or high-risk situations
  The staff member escalates unresolved, disputed, intoxicated, threatening, or otherwise high-risk encounters to security or management immediately and stays with the patron only if it is safe to do so; transfer ownership to the appropriate authority without delay and follow any site security instructions.