City of Dreams Manila is the first integrated resort in PH to receive Responsible Gaming Accreditation RG Check

The 6.2-hectare City of Dreams Manila, located at the gateway of Entertainment City’s Manila Bay area and part of the Aseana City township development, is a premier leisure and entertainment destination whose commitment to safe guarding the welfare and well-being of its gaming patrons is recognized by an international third party gaming accreditation, RG Check.

Besides the RG Check-accreditation obtained by Melco for all its Macau, Manila and Cyprus properties, City of Dreams Manila is also recognized as a three-time recipient in the World Travel Awards as the Leading Casino Resort in Asia and the World.

In April 2021, the luxury integrated resort’s parent company Melco Resorts & Entertainment set a milestone as the first integrated resort operator in Macau and the Philippines to achieve the esteemed Responsible Gaming (RG) accreditation RG Check for its entire portfolio in Macau and City of Dreams Manila. In December 2021, Melco Cyprus, operator of Cyprus Casinos (C2) and the upcoming integrated resort City of Dreams Mediterranean, also received the RG Check. The accreditation further establishes Melco as the first and only integrated resort operator in the world to be recognized by RG Check in all its jurisdictions of operations

City of Dreams Manila Property President Geoff Andres leads colleagues to actively implement an effective Responsible Gaming (RG) program.

RG Check is the gold standard and world’s most comprehensive and rigorous responsible gaming accreditation program that is developed by the Responsible Gambling Council (RGC) to meet or exceed all existing responsible gaming regulatory requirements. The accreditation, which is valid for three years, is reviewed by a prestigious and independent panel of responsible gaming specialists.

This achievement highlights the leadership commitment of Melco Chairman and CEO Lawrence Ho, who said, "Responsible gaming continues to be at the core of our commitment to society as we continue to offer the highest standards of service whilst striving to ensure the provision of a safe and fair gaming experience for all our valued guests. We are committed to the development and maintenance of a culture of responsible gaming in every jurisdiction in which we operate, respecting and fully cooperating with international government and gaming regulators."

RGC CEO Shelley White commended Melco Resorts, "Throughout this process, Melco has demonstrated its transparency as an operator and has made duty of care a priority in its operations. In particular, we commend Melco on a best in class score in the Standard Areas of RG Policy, Strategy and Culture which recognizes Melco’s strong responsible gaming leadership and its comprehensive and integrated approach to building a responsible gaming culture that demonstrates awareness of the potential harms caused by gambling, as well as prevention and mitigation measures." She added that RG Check, an invaluable tool for managing risk and increasing the effectiveness of RG programming, is proud to provide continuous support to Melco’s harm minimization efforts throughout its properties around the world.

RG practices at City of Dreams Manila

Brochures and appropriate signage on Responsible Gaming are displayed at key areas such as the Melco Club counter at the main gaming floor, where fully trained Responsible Gaming Ambassadors are available 24/7 for guests needing assistance.

At City of Dreams Manila, Property President Geoff Andres drives the implementation of its Responsible Gaming campaign "Stay in Control" to help protect patrons from any adverse effects of gaming through a dynamic RG Steering Committee. The committee leads dedicated colleagues to actively implement an effective program with constant player education, colleague training, and best practices. Colleague engagement activities are conducted to sharpen the skills and hone the creativity of participants in promoting RG, among these: video-making, mural painting, and poster-making contests, and the periodic RG Quiz.

At City of Dreams Manila’s heart-of-the house area, a wall reminds colleagues of the property’s commitment to Responsible Gaming.

A comprehensive colleague training program also equips staff especially the RG Ambassadors with the necessary knowledge and skills on how to respond to questions about the resort’s RG program and how to handle requests for Self or Family Exclusion. An annual RG online review and a semi-annual online assessment course continuously strengthen RG awareness among colleagues.

Mural paintings of the winning posters in a Responsible Gaming contest among colleagues on the theme “Responsible Gaming: Stay in Control”, City of Dreams’ campaign slogan, line a wall at the heart-of-the-house

RG desks are in place at the gaming floors and RG Ambassadors are available 24 hours a day who can be approached by those who wish to be assisted and apply for the Self-Exclusion or Family-Exclusion program of the Philippine Gaming Corporation (PAGCOR) Patrons seeking help also have access to the property’s 24-hour RG hotline and counselling service offered by a professional counselling partner.