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However, before he could even board the first cruise, Grant was told that he would not be able to proceed onboard. Grant had his son and partner along with him. The company only then went to inform Grant that he had been placed on a “no sail” list, effectively a ban, because of “breaking the house rules” in the casino.

Royal Caribbean informed Grant that he had broken various casino rules. While Grant filed a legal action against Royal Caribbean with the Queensland Civil and Administrative Tribunal, he has enjoyed qualified success so far.

Grant is suing the company to reimburse him for the AUD 22,000 he is owed. However, his case was at first shot down. Grant, however, appealed the decision and saw the court agree that it qualified as a consumer-trader dispute.

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The participants suggested timely and relevant interruptions as well as enhanced onboarding processes and in-game assistance, which could include free-play modes, easy access to concise game rules and AI-driven help to clarify complex terms.

For land-based venues, unobtrusive and empathetic staff checks to identify signs of distress without creating a sense of surveillance was suggested.

The study drew parallels with evolving financial regulation, such as the Financial Conduct Authority’s Consumer Duty, which stressed the importance of providing information and ensuring customers understand and can act on it. 

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In second-quarter results posted last month, Encore Boston Harbor saw $209 million in revenue for the period, which was a 3% drop year-over-year. A 12% YoY drop in table games win led to a 6% decline in overall casino revenue, although Wynn CEO Craig Billings said the property delivered second-quarter records for both hotel revenue and revenue per available room. Demand in Boston “has remained healthy, with slot handle running slightly ahead of last year”, Billings said.

 “When a company refuses to respect the workers who make its profits possible, we shut it down,” Thomas G Mari, president of Local 25, said in a statement. “The teamsters don’t cross picket lines and won’t be intimidated.”

Union deals have been a pressing topic for casino operators in recent years. Workers have pressed for increased benefits and job security provisions in the wake of macroeconomic uncertainty and the advent of potentially disruptive technologies like AI.