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負責任的遊戲

我們可以一起確保遊戲仍然是享受、平衡和共同尊重的來源。

霍亞那的負責任博彩

我們對顧客的承諾

在 Hoiana，我們致力於為顧客提供安全、愉快的遊戲體驗。



我們確保完全遵守所有適用的法律和法規，並積極與政府機構、負責任博彩組織和更廣泛的社區合作。



我們鼓勵顧客對賭博做出周到、明智的選擇，為自己和周圍的人提高遊戲旅程。

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.

支持在這裡

年齡限制

作為一家社會責任的公司，Hoiana 致力於讓 18 歲以下的人士遠離所有遊戲區域，並防止 18 歲以下人士在 Hoiana Casino 玩遊戲。

負責任的遊戲協助

顧客可以向任何賭場安全主任尋求關於負責任博彩的協助。

知道自己的限制

保持控制權 | 智能玩 | 設定您的限制

尋找幫助

如果遊戲感覺不再有趣，請尋求支持來控制您的遊戲。

自我排除和家庭排除

自我排除和家庭排除是希望申請顧客不進入賭場的顧客及其家人提供的自願服務。該計劃是免費且保密的。如需進一步的信息，請發送電子郵件給負責任博彩團隊： [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.

為什麼我們需要您的個人信息

根據越南防止洗錢法，我們需要在一天開立賬戶或處理總值 70,000,000 VND（七百萬）或更多的金融交易時收集您的身份證明信息。



我們只能在獲取和驗證以下列出的強制性信息後處理您的交易。



如有任何疑問，請致電我們的熱線 +84 (0) 235 858 8888 或親臨賭場的出納櫃檯。感謝您的關注，並祝您在 Hoiana 賭場度過美好的時光。

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.