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responsible gaming

Together, we can ensure gaming remains a source of enjoyment, balance, and shared respect.

Responsible Gaming at Hoiana

OUR COMMITMENT TO OUR PATRONS

At Hoiana, we are dedicated to providing patrons with a safe, enjoyable gaming experience.



We ensure full compliance with all applicable laws and regulations, and actively collaborate with government agencies, responsible gaming organizations, and the wider community.



We encourage our patrons to make thoughtful, informed choices about gambling — enhancing the gaming journey for themselves and those around them.

Playing with Care

  1. Be aware of the potential risks of gaming.
  2. Set a comfortable spending limit.
  3. Establish a time limit for play.
  4. Avoid gaming when upset or stressed.
  5. Use only money set aside for gaming.
  6. Take regular breaks.
  7. Do not chase losses.
  8. Limit alcohol consumption.
  9. Never borrow money to play.
  10. Remember: gaming is entertainment, not a way to make money.

SUPPORT IS HERE

Age restriction

As a socially responsible corporation, Hoiana is committed to keeping persons under the age of 18 out of all gaming areas and preventing persons under the age of 18 from playing at Hoiana Casino.

Responsible gaming assistance

Patrons can approach any Casino Security Officer for assistance regarding Responsible Gaming.

Know your limits

Stay in Control | Play Smart | Set Your Limits

Find help

If gaming no longer feels like fun, seek support to take control of your gaming.

Self-exclusion and family exclusion

Self-exclusion and Family Exclusion are voluntary services available to patrons and their family who wish to apply for the patron’s exclusion from entering the casino. The program is free and confidential.For any further information, please email the Responsible Gaming Team at [email protected]

ANTI-MONEY LAUNDERING

Do you know?

If you carry foreign currency over USD 5,000 (or equivalent) or VND 15 million when entering or leaving Vietnam, you must make a customs declaration.



For convenience, you can request a “Certificate of Winnings” to take your winnings out of Vietnam.

How to Obtain a Valid “Certificate of Winnings”

Present your membership card to staff when playing table games, or insert it into electronic gaming machines before play. This records your gaming activity.


Before leaving the casino, visit any cashier counter with your passport to have winnings verified. Your Certificate of Winnings is valid for 30 days from issuance.


Finally, present this certificate at the designated Vietnam bank to obtain a Certificate of Cash, also valid for 30 days, enabling you to take foreign currency abroad.

Why We Need Your Personal Information

Under Vietnam’s Law on Prevention of Money Laundering, we are required to collect your identification details when opening accounts or processing financial transactions totalling VND 70,000,000 (seventy million) or more in a single day.



We can only process your transactions after obtaining and verifying the mandatory information listed below.



If you have any questions, please call our hotline at +84 (0) 235 858 8888 or visit the Cashier Counters in the Casino. Thank you for your attention, and we wish you a wonderful time at Hoiana Casino.

Our Process for Resolving Disputes

  1. A dispute between Players or between a Player and the casino’s team member(s) shall be resolved firstly within the gaming floor at the respective gaming area (e.g. Table Games or Electronic Gaming Machines* ). Such dispute shall be escalated to the respective manager on duty of that gaming area (the “Manager”).
  2. The Manager receives the dispute raised by the Player and should obtain all the relevant facts and information from the Player.
    • The Manager must introduce himself and clearly state his/her job title;
    • The Manager will listen to the Player’s version without interruption. If a Player is causing disturbance, he/she shall be invited to a neutral area away from the gaming area in question to discuss the terms of the dispute further.
  3. The Manager will advise the Player of the time and process of the dispute settlement.
  4. The Manager will obtain all the details of the dispute from the parties involved and surveillance footage if necessary. (the Player will not be allowed to view the surveillance footage)
  5. The Manager will personally return to the Player and communicate the decision or outcome of the dispute.
  6. In the event the Player does not agree with the outcome of the dispute resolution process or the decision made by the Manager at the respective gaming area, he/she shall be made aware of his/her rights to file a formal complaint which will be reviewed by the relevant Head of Department.
  7. The Player who is not satisfied with the dispute resolution outcome, will be accompanied to the customer service counter, where the customer service team member will take over the dispute case.
  8. The customer service team member will explain the complaint process and provide the Player a “Player Complaint Form” which is completed by the Player.
  9. The Player shall complete the Player Complaint Form with as much information as possible, including at least, the following details:
    • Name & Membership ID of Player;
    • Contact number;
    • Email address;
    • Date & time of dispute;
    • Location of the dispute (e.g. Gaming table number or Machine number);
    • Detailed description of the dispute;
    • Name and/or employee ID of the team member(s) involved or witnessing the dispute (if known to the Player).
  10. All Player complaints that are filed, shall be recorded and maintained by the customer services department/team.
  11. The customer service team member will email the complaints to the respective Head of Department for processing.
  12. An official complaint filed by the Player shall be reviewed and followed up by the relevant Head of Department within two (02) business days from the time the complaint is initially filed. The relevant Department Head shall gather all the relevant information pertaining to the complaint and make a final decision.
    • The Department Head may, in any proceedings, require the parties involved to answer questions, provide additional information or supporting evidence under his/her custody or control that may be relevant to the proceedings within the time specified in the notice.
    • Where any Player or involved party fails to provide the required information or documents within the stipulated timeframe, the Department Head may make its decision based on the facts and information available.
  13. An official response from the Company based on the final decision shall be communicated to the Player within four (04) business days from the time the complaint is formally submitted.
    • Dispute cases that involve credit/debit card, app-based withdrawal or bank transfers, the official response time will be based on the time required for the investigation and to process the requests for information with the related banks/entities.
    • An official response will be communicated to the Player firstly by phone, followed by a full response in writing by email or another communication means that ensure the Player will receive the Company’s official decision.
  14. All the evidence, decision and the official response from the Company to the Player pertaining to the dispute/complaint shall be retained as part of the casino official records and made available for any regulatory queries, during the documents retention period as stipulated by the applicable laws and rules and regulations.
  15. In the event the Player does not agree with the Company’s decision, or the outcome of the dispute resolution issued by the Company in accordance with this dispute resolution policy, the Player shall be made aware of his/her right to refer the dispute to the competent court or arbitration as stipulated by applicable Vietnam laws.