Surveillance SOP - 21-08-2021

S U R V E I L L A N C E D E P A R T M E N T
S T A N D A R D O P E R A T I N G
P R O C E D U R E S
“CONFIDENTIAL”
This document contains proprietary and confidential information and is, and remains, the property of LONG BAY CASINO
KOH KONG, CAMBODIA. It is not to be used for any other purposes, copied, distributed, or transmitted in any form or by
any means, or removed from the premises, without the prior written consent from a duly appointed representative from
LONG BAY CASINO KOH KONG, CAMBODIA.
Document History:
STANDARD OPERATING PROCEDURES
Effective
Version Date Author Approved Description of Change
by
V1 TBE Chhour Vita Initial SOP
SURVEILLANCE DEPARTMENT 2PRIVATE & CONFIDENTIAL

TABLE OF CONTENTS
SECTION 1 RECORDING MANAGEMENT 5
1.1 ARCHIVED IMAGES 5
1.2 SECURITY AND RELEASE OF IMAGES 6
1.3 PHOTO REQUESTS 7
1.4 SECURING EVIDENCE FOOTAGE 8
SECTION 2 ACCESS CONTROLS 9
2.1 SURVEILLANCE ROOM ACCESS 9
2.2 CAGE AREAS ACCESS 10
2.3 COUNT ROOM ACCESS 11
SECTION 3 CAGE & COUNT 12
3.1 MONITORING THE COUNT ROOM 12
3.2 BUY PROCEDURE 13
3.3 SUSPECT TRANSACTION REPORTS 14
3.4 FRONT WINDOW DISPUTES AND STAFF ERRORS 15
3.5 CAGE INFORMATION 16
3.6 CAGE PROCEDURAL VIOLATIONS 17
3.7 FRONT WINDOW VARIANCES 18
3.8 VOID FILLS AND CREDITS 19
SECTION 4 ELECTRONIC GAMING MACHINES 20
4.1 EGM COVERAGE REQUESTS 20
4.2 EGM PATRON DISPUTE/STAFF ERROR 21
4.3 EGM PROCEDURAL VIOLATION 22
4.4 MACHINE DOOR OPEN 23
4.5 SUSPECTED ILLEGAL ACTS 24
4.6 SUSPECT PATRON 25
4.7 MAJOR JACKPOTS 26
SECTION 5 NON-GAMING 27
5.1 COVERAGE REQUEST 27
5.2 NON-GAMING STAFF ERRORS 28
5.3 NON-GAMING PROCEDURAL VIOLATIONS 29
5.4 SUSPECTED ILLEGAL ACTS 30
SECTION 6 TABLE GAMES 31
6.1 COVERAGE REQUESTS 31
6.2 CHIP FILLS AND CREDITS 32
6.3 CHIP PURCHASE VOUCHERS (CPV) 33
6.4 CASH TRANSACTION REPORTS 34
6.5 TEMPORARY TABLE CLOSURE 35
6.6 PATRON DISPUTE 36
6.7 STAFF ERRORS 37
6.8 PROCEDURE VIOLATIONS 38
6.9 SUSPECTED ILLEGAL ACT 39
6.10 PATRONS OF INTEREST (POI) 40
6.11 PATRON INFORMATION 41
6.12 MONITORING HIGH ACTION 42
6.13 GAMING EQUIPMENT 43
6.14 MAJOR JACKPOTS 44
6.15 MAJOR LOSS 45
6.16 TABLE WIN/LOSSES 46
6.17 IRREGULARITIES 47
6.18 EMPLOYEES SWIPES 48
6.19 NON-GAMING STAFF 49
6.20 NEW CARDS 50
6.21 JUNKET ACTION 51
SECTION 7 SECURITY 52
7.1 ARMOURED CAR PROCEDURE 52
7.2 MEDICAL EMERGENCY 53
7.3 DURESS ALARM 54
7.5 ASKED TO LEAVE (A.T.L) 56
7.6 PHYSICAL REMOVALS 57
7.7 OFFICER REQUIRING ASSISTANCE 58
7.8 EXCLUSION & BARRING 59
7.9 EXCLUDED/BARRED PERSON ON SITE 60
7.10 BOMB THREAT 61
7.11 MONITORING THE DROP BOX COLLECTION 62
7.12 MONITORING OF THE STACKER COLLECTION 63
7.13 STAFF ERRORS 64
7.14 PROCEDURE VIOLATIONS 65
7.15 MONITORING A SUSPICIOUS PATRON 66
7.16 ARMED ROBBERY 67
7.17 INDECENT BEHAVIOUR 68
SECTION 8 ILLEGAL ACTS 69
8.1 CHEATING 69
8.2 THEFT, FRAUD AND EMBEZZLEMENT 71
8.3 SCAM MANAGEMENT 72
SECTION 9 EXTERNAL AUTHORITIES 75
9.2 FOOTAGE REVIEW 76
SECTION 10 EMERGENCIES 77
10.1 FIRST AID 77
10.2 FIRE 78
10.3 FAILURE OF THE CCTV SYSTEM 79
10.4 EVACUATION 81
SECTION 11 TABLE GAMES OPERATION SYSTEM 82
11.1 TABLE WIN/LOSSES 82
11.2 PATRON INFORMATION 83
11.3 HIGH ACTION 84
SECTION 12 MONITOR ROOM OPERATIONS 85
12.1 CODE OF ETHICS & CONDUCT 85
12.2 SURVEILLANCE DATABASE 87
12.3 LOGS 89
12.4 INCIDENT REPORTS 91
12.5 MONITORING E-FILES 92
12.6 CAMERA WALKTHROUGHS 94
12.7 EQUIPMENT FAILURE LOG 95
12.8 TELEPHONE PROTOCOL 96
12.9 RADIO USE 98
12.10 UNABLE TO ASSIST (U.T.A) 99
12.11 PATRONS VIEWING CCTV FOOTAGE 100
12.12 REPORT GENERATION 101
12.13 Shift Hand-over 102

SECTION 1 RECORDING MANAGEMENT
1.1 ARCHIVED IMAGES
Objective: Define the process for Archiving/Copying Images/footage from the system
Procedure:
From time-to-time recorded images/footage will be required to be copied/archived from the Surveillance
system for the following reasons;
 Relevant Incidents
 Evidence in Police or Court proceedings.
 Images held out upon request (e.g., Gaming Authority, Police, Legal or Operations).
 Image backups
The Archive Register must be completed when recorded images are copied from the system for any
reason and must be completed accurately with the following details at a minimum;
 Reference numbers
 Date and time stamp
 Reason
 Operator ID number
Note: The Surveillance Shift Manager (or above) must approve the release of any images from the
system.

1.2 SECURITY AND RELEASE OF IMAGES
Objective: Procedures relating to image release to external departments/agencies
Procedure:
All Surveillance recorded images or footage must remain within the LONG BAY Casino, KOH KONG
property except:
 When images or footage are required to be produced in court for evidentiary purposes,
following the appropriate request and authorization. The Gaming Authority or Police
may request through the Surveillance Shift Manager who will advise Surveillance
Management.
 Release of images or footage including DVD’s or electronic release to authorized
personnel as approved by the Surveillance Shift Manager (or above).
All images or footages that are released from the Surveillance Department must have the following:
 Surveillance Shift Manager (or above) approval.

 The details entered into the Image/Footage Release Register.
Note:
Release of images or footage to companies or agencies external to LONG BAY Casino, KOH KONG
must be authorized by the Surveillance Shift Manager (or above). The on-duty Surveillance Shift
Manager must be advised prior to any footage or image leaving the Surveillance Department and sign
the “Image/Footage Release Register” approving release.

1.3 PHOTO REQUESTS
Objective: Guidelines for taking photo images and handling photo requests
Procedure:
LONG BAY Casino KOH KONG management personnel may request photos to be taken of patrons or
objects in and around the complex or they may request a photo be taken off existing video footage.
 Obtain the necessary information required to locate the subject.

 Use the best available Pan Tilt Zoom (PTZ) camera; open the iris to ensure a clear
picture.
 Guidelines:
- Create a well-lit image on the monitor.
- A front-on face image is preferred
- Omit any unwanted background by zooming in on the subject/object
 Have the picture in focus and correctly framed before capturing the picture.
 Print Photo
 Enter the details into the Image/Footage Release Register.
Complete the appropriate Surveillance log entry and include all relevant details.

1.4 SECURING EVIDENCE FOOTAGE
Objective: Explanation of process for handling evidence footage
Policy: Securing Evidence Footage
Procedure:
The following Procedure is to be adopted and followed after recording any criminal conduct.
 Copy/Save the incident onto the relevant Master file medium i.e., pendrive/ipad; make
a working composite of the incident where necessary.
 A register must be maintained in the evidence safe used to store sealed footage.
 Secure all evidence into the safe.
 The evidence storage will be locked at all times other than as necessary to insert or
remove sealed footage.
SECTION 2 ACCESS CONTROLS

2.1 SURVEILLANCE ROOM ACCESS
Objective: To ensure only authorized individuals access Surveillance areas

Procedure:
Personnel from other departments or external agencies can only access the Surveillance Room with
the permission of the Surveillance Shift Manager or higher.
Access to the department for operational footage reviewing reasons by various parties will only be
granted as far as the Viewing Room.
The on-duty Surveillance Assistant Manager / Surveillance Shift Manager can give permission for
personnel/parties to access the Viewing Room. The relevant Visitors Log including reason must be
completed for each person other than Surveillance personnel who enter the Viewing or Surveillance
Room.
The President/CEO and only persons authorized by the Surveillance Shift Manager or higher will have
electronic access and are permitted to access the monitor room at any time.
Contractors must sign the Visitor Register located in the Surveillance Viewing Room. All Contractors
must have prior approval from the Surveillance Assistant Manager / Surveillance Shift Manager or
above.
2.2 CAGE AREAS ACCESS
Objective: To ensure that only authorized individuals can access Cage areas

Procedure:
At certain times due to specific reasons, it may be required that non-Cage persons may be required to
access the area to perform works or duties. Normal Operations may include cleaning and contractors.
When advised by Security or a Cage Supervisor or above that non-Cage staff are accessing a Cage
area, the following actions outline some of the steps that may be necessary to complete the task:
 Note the reason for access in the log
 A Security Officer is required to escort non-cage staff in all cage areas, excluding
regular housekeeping functions which should be monitored by cage staff directly.
 Bring up the appropriate camera overview and monitor
If the reason for access appears unusual or anything suspicious is observed, inform the on-duty
Surveillance Assistant Manager / Surveillance Shift Manager.
2.3 COUNT ROOM ACCESS
Objective: To ensure only authorized individuals access the Count Room
SURVEILLANCE DEPARTMENT 10
Procedure:
When advised by Security or a Cage Supervisor that personnel are accessing the count room, note the
reason for access. Surveillance personnel are responsible for verifying via the cameras Staff members
entering the count room. Normal Operations would include Count and Buy procedures.
 Security or Cage Management personnel are required to escort non-cage/count staff in
the count room.
 No unauthorised personnel are permitted to access the count room whilst the count is
in progress. If reason for access appears unusual for whatever reason, inform the on-
duty Surveillance Assistant Manager / Surveillance Shift Manager.
 Outside normal count room operating times and when the count is not in progress, it is
the joint responsibility of Security and/or Cage Supervisor to access personnel into the
count room.
 Using a Pan Tilt Zoom (PTZ) camera verify the validity of the personnel and check the
immediate location. Verify and ensure personnel have a valid reason for entry into the
count room and that the count is not in progress.
 If there is any doubt whether personnel may access the count room, contact the on-
duty Surveillance Supervisor / Executive or above.
 Monitor the personnel inside the count room until they have left the room. This can be
done by assigning Pan Tilt Zoom (PTZ) cameras to spare monitors.
SECTION 3 CAGE & COUNT
3.1 MONITORING THE COUNT ROOM
Objective: Guidelines for monitoring the Count Room activities
Procedure:
The counts commence at a predefined time set by Cage Management. Surveillance personnel are
responsible for verifying via the cameras Staff members entering the Count Room.
The Surveillance Department is charged with monitoring and recording this activity and upon
notification from the Count Room Supervisor that the Count Team is about to enter the Count Room,
the Surveillance Operator(s) will ensure the appropriate cameras are set:
Position the cameras in such a way as to effectively cover activities until the count is completed. At
other times cameras should be positioned so that all relevant doors are covered.
When the actual Count process has been completed, the Count Room Supervisor will advise the
Surveillance Department that the process has been completed and the Main Bank cashier has been
notified and is ready for the buy.
Monitoring will continue until the Count team has left the room.
The following log entries are required:
 The entry/exit of the Count Team at the beginning/end of their shift.
 The entry/exit of non-casino personnel.
 The start/finish times of the count.
Reset cameras for the next count.
Surveillance personnel should be aware to monitor general activities in this area including staff entering
and leaving the count room.
3.2 BUY PROCEDURE
Objective: Guidelines for monitoring the Count Room buy procedure
Procedure:
On completion of the count the Main Bank will perform the “Buy” procedure, during that process the
following will occur:
 A Count Room Supervisor will advise Surveillance that the Buy Procedure is about to
commence.
 The Main Bank cashier will obtain access to the count room via Security and
Surveillance.
 The buy will be counted and confirmed by a Main Bank Cashier.
 The buy procedure and cash trolley must be physically observed until the cash trolley
is taken from the count room to the main bank.
 Be aware of any personnel or contractors in the mantrap area. This area must be clear,
prior to the trolley leaving the count room.
 If not clear, halt the transfer and advise the Surveillance Supervisor/ Executive or
above.
Complete the appropriate log entry, include all relevant details.
3.3 SUSPECT TRANSACTION REPORTS
Objective: Correct handling of suspect transaction incidents
Procedure:
Cage or Gaming personnel will advise if they suspect a patron is completing a suspicious cash
transaction of any amount. A suspect transaction does not necessarily need to involve cash and may
be logged regardless of whether the transaction was completed or not or simply based on the
discussions held with a customer.
The following details about the transaction must be recorded in the log entry:
 Where possible Surveillance is to obtain a photo of the patron (facial shot).
 Patron’s name (where available).
 LONG BAY Casino Koh Kong membership card number (if any).
 Amount of transaction.
 Location of transaction; table/ window number/ etc…
 Employee number of staff member reporting the transaction.
 Advise the on-duty Surveillance Shift Manager.
 Copy relevant footage onto the file.
 Complete the appropriate log entry, include all relevant details.
 The Shift Manager shall forward the picture(s) and details to relevant departments.
3.4 FRONT WINDOW DISPUTES AND STAFF ERRORS
Objective: Guidelines for resolving disputes and handling staff errors
Procedure:
Cage Management personnel will advise when a patron is disputing a transaction or a staff error has
occurred at a front window. A Surveillance Operator may have observed the error. If this is the case,
verify the error with the on-duty Surveillance Supervisor / Executive or above and inform Cage
Management personnel.
The following information is required to review any dispute:
 Front Window number.
 Approximate time of transaction.
 The amount of the transaction.
 Details of the patron’s claim.
 Denomination of notes or chips.
 Description of the patron.
 Employee number of the Cage Supervisor.
 Employee number of the Cage Cashier if there was an error.
Commence the review of the transaction noting the actual time of the dispute.
Determine the result of the dispute. If unsure re-check and/or clarify with the on-duty Surveillance
Supervisor / Executive or above.
Inform the Supervisor / Executive or above of the result. In the case that the patron is not happy with
the result the on-duty Surveillance Assistant Manager / Surveillance Shift Manager may allow Cage
Management personnel to attend Surveillance review room to view the footage.
Copy and archive the footage if required.
3.5 CAGE INFORMATION
Objective: Guidelines for receiving routine information from the Cage
Procedure:
Cage Management personnel may advise Surveillance of information about Operations that are taking
place in and around the Cage areas, such as but not limited to:
 Cleaner access
 IT support
 Building works
 Contractors
 Chip movements
 Variances
Complete the appropriate log entry, include all relevant details and inform the on-duty Surveillance
Supervisor / Executive or above if the information received appears unusual.
3.6 CAGE PROCEDURAL VIOLATIONS
Objective: Detect and report violations of Cage procedure
Procedure:
Cage Management personnel may advise of a Procedural Violation performed by a Cage staff member
or a Surveillance Operator may have observed the Procedural Violation. If this is the case, verify the
Procedural Violation with the on-duty Surveillance Supervisor / Executive or above and inform Cage
The following information is required to be logged and/or reviewed:
 Front Window number.
 Type of Procedural Violation.
 The amount of chips/cash involved.
 Description of the patron, if any.
 Employee number of the Cage Cashier and Cage Supervisor.
In the case of a Procedural Violation, the on-duty Surveillance Assistant Manager / Surveillance Shift
Manager may allow Cage Management personnel to attend Surveillance to view the footage.
3.7 FRONT WINDOW VARIANCES
Objective: Guidelines for reviewing reported discrepancies from the front window
Policy: Front Window Variances
Procedure:
Cage Management personnel will advise when a front window has a variance (over or under) requiring
verification or investigation. The following information is required prior to commencing the review and
must be recorded in the log:
 Front window number.

 Amount of the variance.
 The shift starts, finish and break times of cashier.
 Cage Cashier and Cage Supervisor employee numbers.
 Cage Management personnel contact details.
 Footage details.
Inform the on-duty Surveillance Assistant Manager / Surveillance Shift Manager of the reported
variance.
Commence the review if workload permits. If not, complete the variance review log and hand-over the
review to the next shift. Note the time spent reviewing the variance for the log entry.
Once a result has been determined and confirmed by the on-duty Surveillance Assistant Manager /
Surveillance Shift Manager, he/she may contact Cage Management personnel. Cage Management
personnel may attend the Surveillance review room to view relevant footage.
Copy and archive footage if required.
3.8 VOID FILLS AND CREDITS
Objective: Required information for void fills and credits
Procedure:
The Chip Bank Cashier will contact Surveillance and advise of fills or credits that have been voided.
The following information must be recorded in the log entry:
 Date / Time.
 Table number.
 Relevant Chip bank.
 Document number.
 Amount of the fill/credit.
 Reason for the fill/credit being voided.
 Staff who requested the fill/credit.
 Cashier who made up the fill/credit.
 Staff Member who escorted the fill/credit.
If the reason for the voided fill/credit was as a result of an error by the Cage Cashier, the error must be
logged as a Cage Error and the on-duty Cage Management informed.
SECTION 4 ELECTRONIC GAMING MACHINES
4.1 EGM COVERAGE REQUESTS
Objective: Ensure correct information is conducted prior to monitoring
Policy: Coverage Requests
Procedure:
Electronic Gaming Machine personnel may request coverage for accessing Machines from time to time
for operational reasons or maintenance and repair. Ensure you obtain the relevant details:
 EGM number/ Location.

 Reason for coverage.
 Employee numbers of staff involved.
 Monitor the incident/situation using appropriate Pan Tilt Zoom (PTZ) cameras.
 Relay any relevant information to the on-duty Surveillance Shift Manager.
 Continue to monitor until you are satisfied the situation is over or when advised by
EGM Management personnel.
4.2 EGM PATRON DISPUTE/STAFF ERROR
Objective: Guidelines for handling patron disputes and reporting staff errors
Procedure:
Electronic Gaming Machine personnel will advise when a dispute or staff error has occurred. If this is
the case, Surveillance staff will obtain the below information and once confirmed on review, verify the
error with the on-duty Surveillance Supervisor / Executive and Assistant Manager / Shift Manager. A
Surveillance Operator may have observed the error. If this is the case, verify the error with the on-duty
Surveillance Supervisor / Executive and above and inform EGM Management personnel.
The following information is required to review the error:
 Location.
 Details about the patron/s claim.
 Denomination of notes.
 Employee number of the EGM Attendant and EGM Supervisor.
Commence the review of the transaction noting the actual time of the error. Determine the result, either
valid or invalid claim. Clarify with the on-duty Surveillance Supervisor / Executive or above. In the case
of a Procedural Violation or the patron is not happy with the result, the on-duty Surveillance Assistant
Manager / Surveillance Shift Manager may allow EGM Management personnel to attend Surveillance to
view the footage.
4.3 EGM PROCEDURAL VIOLATION
Objective: Guidelines for handling and reporting staff procedural violations
EGM Management personnel may advise of a Procedural Violation performed by an EGM staff member
or a Surveillance Operator may have observed the Procedural Violation. If this is the case, verify the
Procedural Violation with the on-duty Surveillance Supervisor / Executive or above and inform EGM
 Location.
 Description of the patron (if any).
 Employee number of the EGM Attendant and EGM Supervisor.
4.4 MACHINE DOOR OPEN
Objective: Action to take when an EGM door is found open
Procedure:
Electronic Gaming Machine personnel will advise if a door to an EGM is found or discovered open. If
that is the case Surveillance staff will do the following:
 Ascertain the number and bank of the EGM and the time it was found open.
 Review the available footage to ensure the EGM was not illegally accessed.
 Report any suspicious activity to the on-duty Surveillance Assistant Manager /

Surveillance Shift Manager and EGM management personnel.
4.5 SUSPECTED ILLEGAL ACTS
Objective: Action to take when an illegal act is suspected
Procedure:
Electronic Gaming Machine management personnel will advise of any possible or suspected illegal acts
conducted or perpetrated in relation to EGM’s.
The Surveillance Operator taking the call should obtain the following information to ensure an efficient
and accurate review of the alleged act:
 Type of incident.
 Date and time of incident.
 Area and/or EGM number.
 Patrons and/or staff involved.
 Location of alleged offender.
 Location of alleged victim.
 Amount of money involved, if any.
 Contact details of EGM management personnel.
 Any other relevant information.
 Advise the on-duty Surveillance Shift Manager.
 Commence the review of relevant footage.
 Determine the EGM assigned Pan Tilt Zoom (PTZ) and/or fixed cameras that are likely
to have recorded the alleged act. Check for relevant footage on all the cameras around
the area during the times given.
 Determine if an illegal act has taken place. If it is determined that an illegal act has
taken place refer to the illegal act section of this manual. Inform the on-duty
Surveillance Assistant Manager / Surveillance Shift Manager of the result.
 Complete an Incident Report if necessary.
 Copy and archive footage if required.

4.6 SUSPECT PATRON
Objective: Outline requirements for monitoring suspicious and undesirable patrons
Procedure:
Electronic Gaming Machine personnel will advise if they require a suspicious patron to be monitored.
The Surveillance Operator taking the call will obtain the following information from EGM personnel:
 Location of suspicious patron.

 Reason for suspicion.
 Location and time of suspicious activity.
 Details of suspicious patron, if known.
 Contact details of EGM management personnel.
 Review any available footage.
Locate the suspicious patron and continue to monitor, looking for any suspicious activity as outlined by
EGM management personnel.
 Inform the on-duty Surveillance Supervisor / Executive or above of the request and
then if suspicious activity observed.
 Continue to monitor until you are satisfied no suspicious activity is taking place/ or the
suspicion is confirmed.
Note: The above list is a guide only and any suspicious activity should be relayed to the on-duty
Surveillance Assistant Manager / Surveillance Shift Manager.
4.7 MAJOR JACKPOTS
Objective: Process for monitoring, review and reporting of major jackpots
Procedure:
EGM Management personnel will advise when a major jackpot of US$10,000 or over has been won
(the amount to be discussed and verified). The alarm monitor will also alert Surveillance Operators to
major jackpot hits.
 Determine the EGM number, either by viewing the alarm monitor or from EGM
personnel.
 Attempt to obtain a screen shot of the winning combination.
 Continue to monitor the patron at the machine. Observe the general vicinity
surrounding the winning machine for any unusual activity. Obtain a facial of the patron.
 Complete a review to ensure the integrity of the jackpot. Review since patron enters
the casino if Jackpot amount is $100,000 and above (the amount to be discussed and
verified).
Complete appropriate log entry with the following information:
 EGM number.
 Time/Date.
 Type and amount of jackpot.
 Winning patrons details.
 The attending EGM staff members.

SECTION 5 NON-GAMING
5.1 COVERAGE REQUEST
Objective: Information required for handling requests for coverage from non-gaming areas
Procedure:
Surveillance is charged with the responsibility of monitoring the Non-gaming Departments in the
Casino.
Non-gaming Management personnel may request coverage. The Surveillance Operator taking the call
will obtain the relevant details including:
 Location
 Reason for coverage
 Employee numbers of staff involved
Monitor the incident/situation to ensure optimal coverage is achieved.
Relay any relevant information to the on-duty Surveillance Executive or above.
5.2 NON-GAMING STAFF ERRORS
Objective: Guidelines for reviewing and reporting staff errors
Procedure:
Non-gaming Management personnel will advise when a patron is claiming that a non-gaming staff has
made an error. In some cases, a Surveillance Operator may have observed the error, if this is the case,
verify the error with the on-duty Surveillance Supervisor/ Executive or above and inform Non-gaming
The following information is required to review the error:
 Location of the error.
 Micro’s station.
 Details about the patrons claim if any.
 Description of the patron if any.
 Employee number of the non-gaming Supervisor.
 Employee number of the non-gaming staff if there was an error.
Inform the on-duty Surveillance Supervisor / Executive or above. Commence the review of the
transaction noting the actual time of the error.
 Determine the result, either valid or invalid claim. Clarify with the on-duty Surveillance
Supervisor / Executive or above.
 Inform Non-gaming Management personnel of the result.
 In the case that the patron is not happy with the result, the on-duty Surveillance Shift
Manager may allow Non-gaming Management personnel to attend Surveillance to view
the footage.
5.3 NON-GAMING PROCEDURAL VIOLATIONS
Objective: Guidelines for reviewing and reporting staff procedural violations
Procedure:
Non-gaming Management personnel may advise Surveillance of a Procedural Violation performed by
non-gaming staff member.
In some cases, a Surveillance Operator may have observed the Procedural Violation, if this is the case,
verify the Procedural Violation with the on-duty Surveillance Supervisor/Executive or above and inform
Non-gaming Management personnel.
 Location of the Procedural Violation.

 The amount of chips/cash/coin involved.
 Employee number of the staff and Supervisor.
In the case of a serious Procedural Violation, the on-duty Surveillance Assistant Manager / Surveillance
Shift Manager may allow Non-gaming Management personnel to attend Surveillance to view the
footage.
Complete the appropriate log entry with the number of the monitor used if the Procedural Violation was
observed.
5.4 SUSPECTED ILLEGAL ACTS
Procedure:
Non-gaming management personnel will advise of any possible illegal acts.
Surveillance Operators taking the call should obtain the following information to ensure an efficient and
accurate review of the alleged act:
 Area where incident is alleged to have occurred.
 Amount of money involved if any.
 Contact details of non-gaming management personnel.
Advise the on-duty Surveillance Supervisor/Executive or above and then the following:
 Commence review of footage.

 Check for relevant footage on all the cameras around the area and the times given.
 Determine if an illegal act has taken place.
 If it is determined that an illegal act has taken place refer to the illegal act section of
this manual.
 Inform the on-duty Surveillance Supervisor/Executive or above of the result.
SECTION 6 TABLE GAMES
6.1 COVERAGE REQUESTS
Objective: Guidelines for handling requests for coverage from Table Games
Procedure:
Table Games Management personnel may request coverage of a specific patron or situation for various
reason. Should this occur, ensure you obtain the relevant details including:
 Location
 Reason for coverage,
 Employee numbers of staff involved
 Name and details of patron if known
Monitor the incident/situation using appropriate Pan Tilt Zoom (PTZ) cameras.
Relay any relevant information to the on-duty Surveillance Supervisor / Executive or above.
6.2 CHIP FILLS AND CREDITS
Objective: Requirements for monitoring chip fills and credits
Procedure:
Surveillance will be advised by Security of all chip fills and credits that are US$100,000 and above
(amount to be discussed and informed) or any incorrect fills or credits that are returned to either the
chip bank or gaming table for correction.
Surveillance will also be advised of fills or credits conducted in the Premium/Junket salons, as these
fills and credits are transported by authorized personnel.
The following is required to complete the appropriate log entry, including all relevant details:
 Log destination.
 Amount of fill or credit.
 Employee number.
 Number of Fill or Credit on paperwork.
 Monitor number.
6.3 CHIP PURCHASE VOUCHERS (CPV)
Objective: Guideline for receiving advice on issuance of Chip Purchase Vouchers
Procedure:
Table Games Management personnel may advise that a Chip Purchase Voucher is being performed at
a certain Gaming Table.
If advised, obtain the details of the Chip Purchase Voucher including:
- Patron name and LONG BAY Casino Koh Kong membership card number.
- Table Number.
- Amount of Chip Purchase Voucher
If workload permits, monitor the complete transaction.
6.4 CASH TRANSACTION REPORTS
Objective: Guideline for receiving gaming advice on large cash transactions
Procedure:
As per the Transaction Reporting guidelines, Gaming personnel may advise when a patron has
completed a large cash transaction of a predetermined set amount or above.
The following details about the transaction must be recorded in the log entry:
 Patron’s name.
 LONG BAY Casino Koh Kong membership card number (if any)
 Amount of transaction.
 Location of transaction, i.e., table number.
 Employee number of staff member reporting the transaction.
 The Surveillance Operator shall obtain a facial shot of the patron(s)
6.5 TEMPORARY TABLE CLOSURE
Objective: Information required when temporarily closing a gaming table
Procedure:
Table Games management will advise when a Gaming Table/s will be closed temporarily.
The Surveillance Operator taking the call should obtain the following information from Table Games
management;
 Table Number.
 Name and employee number.
 Reason for temp closer.
6.6 PATRON DISPUTE
Objective: Guidelines for handling patron disputes at Table Games
Procedure:
Table Games Management personnel will advise when a dispute has occurred on a Gaming Table,
they are unable to determine the result and require Surveillance assistance.
The following information must be obtained prior to reviewing the dispute:
 Table Number.
 Winning result.
 Estimated time of incident.
 Box number or position on the table.
 Description of dispute.
 Amount of money involved if any.
 Location and names or description of patrons.
Call up the camera assigned to the table, if possible, call up the same camera on a spare monitor as
back-up and then the following:
 Inform Supervisor/Executive or above and review relevant footage and determine the
result of the dispute.
 On completion of review, you must verify with the Surveillance Supervisor / Executive
or above.
 Only with the permission of the Supervisor/Executive or above, you can inform the Pit
Boss of the result and obtain employee numbers where necessary.
6.7 STAFF ERRORS
Objective: Guidelines for reviewing and reporting staff errors
Procedure:
Table Games Management personnel will advise when a patron is claiming a staff member has made
an error at a gaming table. In some cases, a Surveillance Operator may have observed the error, if this
is the case, verify the error with the on-duty Surveillance Shift Supervisor/Executive or above and
inform Table Games Management personnel.
The following information is required to review the error;
 Table number.
 Approximate time of error.
 The amount of the error.
 Details about the patrons claim.
 Relevant employee numbers.
Commence the review of the transaction noting the actual time of the error and then the following:
 Determine the result, either valid or invalid claim. Verify with the on-duty Surveillance
Supervisor/ Executive or above.
 Only with the permission of the Supervisor/Executive or above, inform the Pit Boss of
the result and obtain employee numbers where necessary.
 In the case that the patron is not happy with the result, the on-duty Surveillance Shift
Manager may allow a Table Games management representative to attend Surveillance
to view the footage.
Complete the appropriate log entry, include all relevant details
6.8 PROCEDURE VIOLATIONS
Objective: Guidelines for reviewing and reporting staff procedural violations
Procedure:
Table Games management personnel may advise Surveillance of a Procedural Violation performed by
a staff member or a Surveillance Operator may have observed the Procedural Violation. If the later is
the case, verify the Procedural Violation with the on-duty Surveillance Supervisor /Executive who may
inform Table Games management personnel.
The following information is required to be logged and or reviewed:
 Location/Table Number.
 The amount of chips/cash/coin involved.
 Employee numbers of relevant staff.
In the case of a serious Procedural Violation, the on-duty Surveillance Assistant Manager / Surveillance
Shift Manager may allow Table Games management personnel to attend the Surveillance Viewing
Room to view the footage.

6.9 SUSPECTED ILLEGAL ACT
Procedure:
Table Games management personnel will advise Surveillance immediately of any suspected illegal
acts.
Operators taking the call should obtain the following information to ensure an efficient and accurate
review of the alleged act:
 Area or table number where incident is alleged to have occurred.
 Amount of money/chips involved if any.
Advise the on duty Surveillance Assistant Manager / Surveillance Shift Manager (or above).
 Commence the review.

 Determine if an illegal act has taken place obtaining verification from the on-duty
Surveillance Assistant Manager / Surveillance shift Manager (or above). If it is
determined that an illegal act has taken place refer to the illegal act section of this
manual.
 Inform the on-duty Surveillance Assistant Manager / Surveillance shift Manager (or
above) and where appropriate the Table Games management personnel of the result.
 Advise the relevant authority.
 Copy footage if required.
6.10 PATRONS OF INTEREST (POI)
Objective: Guidelines for monitoring identified Persons of Interest
Procedure:
Table Games management personnel will advise or a Surveillance Operator may observe a patron of
interest (POI) within the Casino.
Footage should be obtained where ever possible of the patron’s activity, ensuring the footage clearly
identifies the patron. If it is suspected that the player is using suspicious or advantage play techniques
then:
Obtain the following information:
 Location of Patron in question.

 Start time and date of shoe for POI.
 Patron details if known.
 Photo of the patron, if not already in / database.
 Names of associates.
 Name and employee number of Table Games Manager.
Inform the Surveillance Supervisor / Executive. Locate the patron and continue to monitor, looking for
any suspicious activity as outlined by Table Games Management. The footage should be compiled and
analysed. Checking the following but not limited to:
 Body Language.
 Money Management.
 Strategy.
If the patron is determined to be POI, Inform the Surveillance Supervisor/Executive. Then a copy of the
footage and evaluation must be kept on record in Surveillance.
6.11 PATRON INFORMATION
Objective: Enable immediate monitoring of patrons of interest
Procedure:
Surveillance may have the ability to flag individual Patrons of Interest in the Tables Management
System so that an alert is generated when a certain player has their membership card swiped at table
they are playing on.
 At the discretion of the on-duty Shift Manager, the Surveillance Operator who
acknowledges the alert may monitor the patron for any suspect play or action
 Obtain patron(s) details, average bet, individual win/loss and photos if required.
 Obtain staff details.
 Check relevant databases for available intelligence on patron(s) and staff.
 Complete the appropriate log entry and update the relevant databases including all
relevant details.
6.12 MONITORING HIGH ACTION
Objective: Ensure sufficient coverage of high action tables
Procedure:
Table Games Management personnel will advise Surveillance of any “High Action” play that may
warrant attention. It is up to the Surveillance Assistant Manager/ Surveillance Shift Manager as to
whether the High Action is monitored or not and will be prioritised according to other tasks being
undertaken at the time.
Ensure the following information is obtained:
 The name of the patron/s.

 Their buy-in figure.
 Current hold figure.
 Length of play.
When monitoring High Action remain vigilant to ensure game integrity is not breached.
6.13 GAMING EQUIPMENT
Objective: Guidelines for handling gaming equipment
Procedure:
Surveillance Supervisor / Executive or above will advise the Pit Boss that a Surveillance representative
and/or a Security Officer will attend the Pit and pick up the desired equipment, e.g., Cards, Dice, etc.
 An operator shall monitor the entire process.

 Complete the appropriate paperwork with the Pit Boss, which ensures receipt of
delivery and return of the equipment.
 Bring the equipment back to the monitor room immediately. Gaming equipment is
valuable and sensitive and it should not be left unattended outside secured areas.
 A person designated by the Surveillance Shift Manager will conduct the equipment
check and inform him/her of anything unusual about the equipment.
 Return the equipment to the pit as soon as the equipment check is complete.
If the equipment is faulty or should not be used on a live game, inform the Surveillance Shift Manager
and relevant Table Games Shift Manager. If the equipment has been used in suspicious or illegal
activity inform the on-duty Surveillance Shift Manager and the equipment will be retained by
Surveillance Management personnel. The Shift Manager will inform management and the relevant
parties.
6.14 MAJOR JACKPOTS
Objective: Investigation process for reviewing major Table Games jackpots

Procedure:
When Table Games management personnel contact Surveillance to advise that a Major Jackpot has
been won on a table game, the following should occur:
 Notify the Surveillance Supervisor / Executive or above

 Collect the cards from the table and check for any marking, manufacture defect, etc.
 Conduct a review 3 hands prior of the jackpot on the table to ensure game integrity.
 Obtain a facial of Players at the table.
 Inform Table Games Management of the outcome.
 Monitor the patron at the table. Observe the general vicinity surrounding the winning
patron for any unusual activity while the payout is in progress.
Complete the appropriate log entry with the following information:
 Specific table including box number or relevant location.

 Time/Date.
 Type and amount of jackpot.
 Winning patron/s details.
 Where the jackpot footage was archived
 Monitor number.
6.15 MAJOR LOSS
Objective: Investigation process for reviewing major Table Games losses
Procedure:
When Surveillance is notified of a major loss at a Gaming Table, a full analysis of play will be
conducted. A major loss over an hour of play or single shoe will be defined as per the limits set by the
casino management or if the loss is outside the parameters of the standard deviation calculated for the
game in concern.
The following information must be recorded:
 Time and date

 Table number
 Total loss amount
 Dealer(s), Supervisor(s) and Pit Boss
 Patron(s) involved
The Surveillance Operator must advise the on-duty Surveillance Supervisor (or above) who will
determine the appropriate course of action, which may include but not be limited to the following:
 Review the period of play to ensure the integrity of the game.

 Review Pre-shuffle and Table shuffle.
 Conduct an analysis on the period of play.
 Check patron history
 Check staff / patron relationships
 Make commentary on betting patrons
 Make commentary on patron/staff behaviour
 Compare player ratings with actual result
 Check the integrity of the gaming equipment
 Complete a Surveillance report for Senior Management
 Complete the appropriate log entry, include all relevant details
6.16 TABLE WIN/LOSSES
Objective: Define correct action for monitoring and handling table win/losses
Procedure:
The Table Games Management System is used by Surveillance to monitor and analyse Gaming Table
win/loss figures and identify any areas of concern that may require active monitoring or further
investigation. Should actively monitoring or further investigation be required the steps which will include
but not be limited to the following:
 Review of shuffles and card integrity.
Upon consideration of any results and in consultation with the on-duty Shift Manager the following
action may be taken:
 If the game is still in progress, it can be monitored and the play preceding the alert
reviewed at a later time if required.
 A review conducted of the loss using the relevant analysis tools.
Complete the appropriate log entry and update the relevant databases including all relevant details.
6.17 IRREGULARITIES
Objective: Guideline for handling all irregular occurrences on gaming tables
Procedure:
Table Games Management personnel will advise of any irregularities, unusual situations or incidents
that occur on or around Gaming Tables. All irregularities are covered in the appropriate Table Games
rules and procedures; however, most situations can be rectified by using the rules and procedures.
 Inform the Surveillance Supervisor or above
Complete a review of the incident after obtaining the following information:
 Table number or location.

 Approximate time of incident.
 Type of irregularity.
 Any other relevant information (e.g., deviations from set procedures or commercial
decisions).
 Employee number of the Dealer, Supervisor and Pit Boss.
Inform the Surveillance Supervisor or above and verify the result.
Only with the permission of the Surveillance Supervisor or above can you call the Table Games
Management personnel with the review findings.
6.18 EMPLOYEES SWIPES
Objective: Enable consistent monitoring of E-Files
Procedure:
Surveillance may be able to flag staff members of interest on the Table Management System so that an
alert is generated when a certain employee swipes onto a table to perform their duties.
At the discretion of the on-duty Shift Manager, the Surveillance Operator who acknowledges the alert
may monitor the employee in accordance with E-file Monitoring.
Complete the appropriate log entry and update the relevant databases, including all relevant details.
6.19 NON-GAMING STAFF
Objective: Ensure only authorized personnel enter sensitive gaming areas
Procedure:
Table Games management personnel will advise when non-Gaming staff or contractors are about to
enter any pit. Surveillance shall obtain the following:
 Reason for entry.

 Location.
 Number of staff or contractors.
For the purpose of pit area clarification, a “pit area” should be defined as the area contained within the
outer edge of the gaming tables and pit barriers. Or in the absence of barriers, an imaginary line
between the inner corners of the tables.
Surveillance may bring up relevant cameras and may monitor these activities to ensure that the non-
Gaming staff member(s) and/or contractor(s) involved are displaying appropriate identification badge.
Any non-Gaming staff and or contractors must have an escort at all times in gaming pits.
When monitoring maintenance personnel working in gaming areas check for the following:
 Handling/removing of any gaming chips/cash

 Handling/tampering of any gaming equipment; cards etc
From time-to-time Surveillance Operators should ensure that no unauthorised people are in any closed
pits by conducting camera sweeps of closed areas.
Particular attention should be paid to full drop boxes in closed gaming pits.
6.20 NEW CARDS
Objective: Requirements for monitoring new cards at the table
Procedure:
Table Games management personnel will advise when new cards are taken to a gaming table for the
commencement of a new shoe.
For Junket/Premium areas where operational demands permit, assign a spare monitor to the table and
if necessary, observe the shuffle
Where possible check for the following:
 Correct cards going on to the table.
 Correct shuffle procedures.
 Cards are riffled/interlaced correctly.
 Any suspicious items (e.g., jacket, purse or packets left on the table or chairs) or
behaviour by the dealer or patrons seated or around the table in relation to the shuffle.
In all other areas only assign a monitor to the table if workload permits.
Complete the appropriate log entry, include all relevant details
6.21 JUNKET ACTION
Objective: Description of junket groups and monitoring requirements
Procedure:
Junket is the term used to describe groups of players invited to play in the casino with certain additional
benefits over and above the normal patron. The key factor included in these additional benefits is the
facility for rebates or commission to be paid to the player or Junket promoter. Commission is calculated
as a percentage of the total turnover for each player. As Junkets consist of large action players,
monitoring Junket players is a priority.
Junket players will be specifically monitored in accordance with:
 The level of their action.

 Prior suspect behaviour.
 Upon request from Table Games Management.
Buy-ins, Settlements, Additional buy-ins & Part Settlements, may be monitored and logged into the
daily log.
Prior to the commencement of any such transaction the Cash Desk will notify Surveillance.
Surveillance will maintain patron identification in the database where possible.
Facial shots of each Junket Operator, representative and player shall be attained where possible.
Active junkets will be listed (by junket operator name) in the Daily Log. Surveillance will note which
junkets have completed full settlements and which junkets remain active. Particular note should be
made on which Junkets have recently settled to ensure that closed Junkets do not continue to operate.
Surveillance will actively monitor Rollovers at random reconciling the amount for the non-negotiable
CPV tendered with the cash desk ensuring the correct amount is transacted. Complete the appropriate
log entry.
The Junket Representative/Operator will be monitored until such time as they return to the Gaming
Table and the CPV is redeemed to ensure that all amounts are correct.
SECTION 7 SECURITY
7.1 ARMOURED CAR PROCEDURE
Objective: Outline requirements for monitoring the transfer of cash to the external bank
Procedure:
Security Control Room will advise of the time that an Armoured Car procedure will commence.
Surveillance will conduct secondary monitoring/observing of the process, with the active monitoring
conducted and the responsibility of the Security Control Room.
The ETA of the Armoured Car and completion of the entire process should be written in the monitor
room log.
Security will advise Surveillance of any necessary communications via the radio.
7.2 MEDICAL EMERGENCY
Objective: Outline requirements for monitoring incidents related to medical emergencies
Procedure:
Security will advise Surveillance when staff member/s or patron/s are in need of medical attention in
and around the property. Where camera coverage is possible Surveillance will do the following in
conjunction with the Security Control Room:
 Ascertain the location of the person/s and monitor the treatment.

 Ensure the coverage is maintained.
 Actively listen to Radio communications.
 Copy and archive any relevant footage
7.3 DURESS ALARM
Objective: Ensure prompt response to all duress alarm situations
Procedure:
In the event a Duress or Panic Button alarm is activated, the Surveillance Room will also receive an
audible an event notification via the Security Management System. Surveillance will then do the
following:
 Monitor the area and liaise with the attending Security Officers as to status of the
situation.
 Utilize the CCTV cameras that afford the best coverage of the alarm location
 Immediately notify Security of any suspected immediate danger
 Inform the on-duty Surveillance Shift Manager.
 Determine the outcome, e.g., false alarm.
 Copy and archive any relevant footage.
Objective: Guidelines for handling requests for coverage from Security personnel
Procedure:
Security personnel may contact Surveillance either via Radio or landline and request camera coverage
for a variety of reasons. Surveillance will respond to the request immediately and obtain relevant details
including:
 Location
 Reason for coverage
Monitor the incident/situation using appropriate PTZ cameras.
 Relay any relevant information to the on-duty Surveillance Supervisor or above.

7.5 ASKED TO LEAVE (A.T.L)
Objective: Requirements for monitoring a patron removal
Procedure:
Security personnel will request coverage when a patron/s is about to be approached and asked to
leave the premises. It is important that these cases are monitored via CCTV and the following is
conducted:
Obtain the relevant details from Security including:
 Location
 Number of patrons
 Description of patron/s
 Reason for removal
 Intended route or exit point
Monitor the removal using appropriate PTZ cameras.

Complete the appropriate log entry includes all relevant details.
Note: Ensure the number of patrons asked to leave is logged.
7.6 PHYSICAL REMOVALS
Objective: Requirements for monitoring a physical patron removal
Procedure:
Security personnel will request coverage when a patron/s is about to be approached and asked to
leave the premises, in some cases this may result in the patron being physically removed. It is
important that these incidents are monitored by Surveillance in their entirety in order to protect the
company from any false allegations or litigation. Surveillance will conduct the following:
Obtain the relevant details from Security including:
 Location.
 Number of patrons.
 Description of patron/s.
 Reason for removal.
 Intended route or exit point.
Monitor the removal using appropriate PTZ cameras.
When the removal turns physical, (Security needs to restrain the patron/s) ensure coverage is
maintained. Enlist the assistance of additional Surveillance Operators where necessary to assist with
camera set-up and coverage.

 Copy relevant footage.
Complete the appropriate log entry; include all relevant details.
Complete an Incident Report.
Note: Ensure the number of patrons removed is logged.
7.7 OFFICER REQUIRING ASSISTANCE
Objective: Ensure proper coordination between Security and Surveillance
Procedure:
In the event that the Security officer is requesting the Surveillance Department for camera coverage
assistance, the following will occur:
 Security will advise the request via the Radio or landline

 Ascertain the location of the situation.
 Determine the number of Security Officers required or attending and liaise with
Security Communications.
 A duress alarm may have been activated and if so, the area will be displayed on the
Alarm monitor.
 Ask for assistance to ensure full coverage and multiple angles.
 Monitor the area and liaise with the attending Security Officers as to status of the
situation.
 Inform the on-duty Surveillance Shift Manager.
7.8 EXCLUSION & BARRING
Objective: Requirements for monitoring and handling cases of exclusion
Procedure:
Security Management personnel will advise if a patron is being excluded or barred from the Casino or
property, this is inclusive of a Self-Exclusion.
The following information is required to enter the patron into reporting database:
 Location of patron.
 Clear facial photo of the patron.
 Reason for exclusion.
 Employee number of the Security personnel.
Inform Security Management personnel of the result.
Enter the information and photograph into the database.
NOTE: WHEN AN EXCLUDED PERSON IS LOCATED ON THE PREMISES, HIS/HER FILE MUST BE
UPDATED WITH THE DATE, TIME AND OUTCOME.
7.9 EXCLUDED/BARRED PERSON ON SITE
Objective: Procedure for monitoring an excluded person located on the premises
Procedure:
Security Management personnel will advise when an Excluded or Barred patron is on-site or a
Surveillance Operator may have observed one on the premises. If the later is the case, verify the
Excluded/Barred patron with the on-duty Surveillance Supervisor or above who will inform Security
Surveillance may have observed the Excluded/Barred patron onsite.
Obtain the following information:
 Location of patron.
 Reason for exclusion and note the expiry date.
Inform Security Communications, who will send a Security Officer to attend.
 Monitor the removal of the patron.

 Update photograph (if required) and information in database.
7.10 BOMB THREAT
Objective: Required Surveillance action in a bomb threat situation
Procedure:
Security Management personnel will advise Surveillance when a Bomb threat has been received.
Surveillance will then conduct the following:
 Inform the on-duty Surveillance Shift Manager immediately who will inform the
Surveillance HOD.
 Assist Security where possible to ascertain the validity of the threat by ensuring
uninterrupted coverage of any suspicious items or activity.
 If a suspicious package or a suspected bomb is located, continue to monitor the area
and advise Security Management and the on-duty Shift Manager.
 Assist Security and Police by investigating via the CCTV system, any suspicious
activity prior to and around the time of the threat.
 Report any findings to the Surveillance Supervisor or above who will inform the
appropriate parties.
7.11 MONITORING THE DROP BOX COLLECTION
Objective: Requirements for monitoring the Table Games drop box collection
Procedure:
The Table Games Drop Box Run (Soft Drop) is prescheduled and is conducted by Security and Table
Games representatives. The collection must take a predetermined Surveillance approved route every
day.
 Prior to the commencement of the collection procedure the Surveillance Operator(s)

tasked with monitoring the procedure and radio transmissions will ensure all fixed and
pre-set PTZ cameras are focused and sited on the collection route.
 Surveillance must be advised of any deviation to the normal collection procedure in
advance so that camera suitability can be assessed.
 The Surveillance Department is tasked with recording the movements of the Soft Drop
trolleys with PTZ and fixed cameras for the entire run.
 Any unusual activities, delays, or deviations from the approved collection procedures
are to be noted in the duty log.
 Ensure that the correct drop boxes are delivered to their designated tables.
“Clean hands” procedure shall be observed by Security Officers when retrieving cash or paperwork
that has become lodged in the drop box sleeve, has fallen to the floor, or has otherwise inadvertently
failed to pass correctly into the drop box.
Following the completion of the Drop box collection procedure the Surveillance Operator shall
complete an appropriate log entry containing all the relevant details.
7.12 MONITORING OF THE STACKER COLLECTION
Objective: Requirements for monitoring the bill acceptor collection
Procedure:
The Note Stackers Drop will be recorded at all times. The Surveillance Department is charged with
monitoring the collection and upon receipt of communication from a Security Officer assigned to the
drop collection team that the drop is about to commence, the Surveillance Operator(s) will:
 Begin visual surveillance of the Note Stackers collection process.

 Check all camera(s) for proper coverage of the stacker collection.
 Complete the appropriate Surveillance log entry and include all relevant details.
Note: A Security Officer on the Drop Team will advise Surveillance by radio when the team has
completed a particular area and is moving to the next.
7.13 STAFF ERRORS
Objective: Guidelines for handling and reporting staff errors
Procedure:
Security Management personnel may advise of a staff error performed by Security personnel or a
Surveillance Operator may have observed the error. If the later is the case, verify the error with the on-
duty Surveillance Assistant Manager / Surveillance Shift Manager who may inform Security
Management.
 Location.
 Type of Error.
 The amount of chips/cash involved, if any.
 Employee number/s of the Security personnel.
In the case of an error, the on-duty Surveillance Assistant Manager / Surveillance Shift Manager may
allow Security Management personnel to attend the Surveillance Viewing Room to view the footage.
7.14 PROCEDURE VIOLATIONS
Objective: Guidelines for handling and reporting staff procedural violations
Procedure:
Security Management personnel may advise of a Procedural Violation performed by Security personnel
or a Surveillance Operator may have observed the Procedural Violation. If the later is the case, verify
the Procedural Violation with the on-duty Surveillance Assistant Manager / Surveillance Shift Manager
who may inform Security Management.
 Location.
 The amount of chips/cash involved, if any.
 Employee number/s of the Security personnel.
In the case of a Procedural Violation, the on-duty Surveillance Assistant Manager / Surveillance Shift
Manager may allow Security Management personnel to attend the Surveillance Viewing Room to view
the footage.
7.15 MONITORING A SUSPICIOUS PATRON
Objective: Outline Surveillance responsibilities when a suspicious patron is located
Procedure:
Security personnel may advise if they require a suspicious patron to be monitored. The Surveillance
Operator taking the call should obtain the following information:

 Location and time of suspicious activity.
 Details of suspicious patron, if known.
Locate the suspicious patron and continue to monitor, looking for any suspicious activity as outlined by
Security personnel.
 Inform the on-duty Surveillance Assistant Manager / Surveillance Shift Manager.

 Review any relevant footage.
 Continue to monitor until you are satisfied no suspicious activity is taking place or the
suspicion has been confirmed.
 Inform Security personnel of outcome.
 Create a patron ID profile in database.
Surveillance may monitor an incident in one of the interview rooms, and may do so until its conclusion.
If at any time the Surveillance Operator feels that coverage or lack of it may affect the integrity of the
Company, they must inform the Surveillance Assistant Manager / Surveillance Shift Manager. As with
other incidents the Surveillance Assistant Manager / Surveillance Shift Manager will assess the
situation and act accordingly.
7.16 ARMED ROBBERY
Objective: Ensure prompt and correct handling of the incident
Procedure: Illegal Acts-001

In the event of an Armed Robbery, it is essential all Surveillance personnel are focused on obtaining
the best possible camera footage of the incident, any perpetrators and/or vehicles involved.
IMMEDIATELY inform the on-duty Surveillance Shift Manager who will ensure the following:
 Ensure Security Communications are aware of the situation.

 Continue monitoring the event.
 Confirm that Police have been notified or are in attendance.
 Obtain footage of all vehicles parked around or leaving the complex. Where possible
zoom in on licence plates.
 Ensure Senior Management of relevant departments are aware of the situation
inclusive.
 Copy and archive relevant footage.
 Complete an Incident Report.
 Place images/footage into evidence.
7.17 INDECENT BEHAVIOUR
Applicable to: Surveillance Staff

Objective: Monitoring and reporting guidelines in the event of an indecent behaviour
Procedure:
In the event of an Indecent Behaviour or General Misconduct it is essential Surveillance personnel are
focused on obtaining the best possible footage of the incident. Security may advise via the radio of an
incident or a duress alarm may be activated, at which point Surveillance will conduct the following:
 Identify the patrons involved.

 Ask for assistance with coverage if needed.
 Inform the on-duty Surveillance Assistant Manager / Surveillance Shift Manager.
 Ensure Security is aware of the situation.
 Continue monitoring the victim/s and offender/s.
 Create patron ID profile in database
In the event of serious injury inform the Surveillance HOD.
Note: Be aware that any disturbance may be used as a distraction for possible illegal activity.
SECTION 8 ILLEGAL ACTS
8.1 CHEATING
Objective: Ensure correct processes are followed when a cheat is detected on premises
Procedure:
Management personnel will advise when it is suspected that a patron is or has been cheating or a
Surveillance Operator may have observed the act and must confirm with the on-duty Surveillance
Assistant Manager / Surveillance Shift Manager before proceeding.
Cheating can take many forms; however, all have the same result, monetary gain.
The Surveillance Operator taking the call should obtain the following information from relevant
management:

 Table/ Machine number.
 Cheating technique.
 Time, result, amount.
 Details of suspect, if known.
Inform the on-duty Surveillance Assistant Manager / Surveillance Shift Manager.
 Ask another Surveillance Operator or Surveillance Supervisor/Executive (or above) to

monitor the suspect.
 Commence the review and determine the result.
 Inform the Surveillance Supervisor/Executive (or above).
The Surveillance Shift Manager may inform the relevant department Manager and Security Shift
Manager and invite them to attend the Surveillance Viewing Room to view the footage.
 Continue to monitor the suspect, take a photo and report any further incidents.
The relevant department Manager and Security Shift Manager will decide the course of action in
conjunction with the Surveillance Shift Manager.
In the instance that a cheating incident is confirmed the following may be required:
 The footage to be ready for viewing by Authorities/ Department Managers.

 Facts on times, amounts and results.
 Details of attending officers.
 Name and address of the offender.
 Patron ID profile created or updated in database.
 Copy composite for the authorities if requested.
 Place footage into evidence.
8.2 THEFT, FRAUD AND EMBEZZLEMENT
Objective: Ensure correct and efficient handling and monitoring of theft-related incidents
Procedure:
Management personnel will advise when it is suspected that a patron or staff member has attempted or
committed an act of theft, fraud or embezzlement or a Surveillance Operator may have observed the
act. Confirm with the on-duty Surveillance Shift Manager before proceeding.
The Surveillance Operator taking the call should obtain the following information from relevant
management:
 Location of the suspect
 Type of act
 Time, result, amount.
 Details of suspect, if known
Ask another Surveillance Operator or Surveillance Supervisor/ Executive (or above) to monitor the
suspect.
 Commence the review and determine the result.
 Inform the on-duty Surveillance Supervisor/Executive (or above) of the result.
The Surveillance Shift Manager may inform the relevant Manager and Security Shift Manager and invite
them to attend the Surveillance Viewing Room to view the footage if deemed needed.
 Continue to monitor the suspect, take a photo and report any further incidents.
The relevant Manager and Security Shift Manager will decide the course of action in conjunction with
the Surveillance Shift Manager.
In the instance one of the above acts has been confirmed the following may be required:
 The footage is ready for viewing by Police/ Department Managers
 Facts on times, amounts and results
 Name, details of the attending persons
 Name and address of the offender if known
 Person ID profile created or updated
 Copy all relevant footage.
 Copy composite for the Authorities if requested.
 Place footage into evidence
8.3 SCAM MANAGEMENT
Objective: Ensure correct and efficient handling and monitoring of Theft/Scam-related incidents
Procedure:
In the event that a business unit at LONG BAY Casino, KOH KONG is subjected to a scam is vitally
important for the Surveillance Department to manage the information and operation effectively so that
incurred losses are minimised and all possible associations to the scam are uncovered.
Scams can take many forms. However, all have the same result, monetary gain. A scam may include
but is not limited to:
 Staff/Patron collusion
 The use of devices at Gaming Tables or Machines
 Staff theft
 Patron theft
 Cheating teams
 Counterfeit notes, chips or cards
Personnel from other departments or external agencies may relay information to Surveillance that
implies a scam may be active; or a member of the Surveillance department may have observed an act
that indicates a scam may be active.
Upon the detection of a scam these procedures will be followed:

 The observations will be confirmed by the on-duty Surveillance Shift Manager before
proceeding.
 The on-duty Surveillance Shift Manager will inform the Surveillance HOD.
The initial action taken by Surveillance should include:
 Review and retain all relevant footage from the system pertaining to staff members
and/or locations.
 Cataloguing the copied footage into a database and storing them in a systematic
fashion.
 Setting up an appropriately named scam folder that includes a running sheet,
statements, incident reports, a recording medium database, images and an initial
action report.
 Commence a review of all relevant footage pertaining to the scam, ensuring all findings
are documented in log entries and the scam.
 In consultation with the Surveillance HOD or above, the on-duty Shift Manager will
assemble the “ACE Team” (Alerted Cheat Evaluation Team) to manage the process.
All Surveillance personnel involved with the investigation of the scam will document their findings and
actions into the Scam Running Sheet. The following information where available will be compiled and
recorded in the Scam Running Sheet:
 The “Modus Operandi” (MO), including diagrams and/or photographs
 The location of events
 Times and dates of all events
 Game results
 Amounts of funds obtained as a result of the scam
 Details and photographs of suspects, if known
 Details and photographs of staff involved and their relationship to patrons, if known
 Details of the initial action (as above)
 Times Managers/Authorities were contacted
 Tasks that need completion
 Recommendations for action from shift manager or higher
Upon detection of a scam or possible scam, immediately inform the Surveillance HOD and all avenues
should be explored before acting or contacting other departments or external agencies. Dissemination
of information about a scam or a pending scam could jeopardise the operation.
The following will be applied to dissemination of information:
 In consultation with the Surveillance HOD or Senior Management the course of action
will be decided.
 Relevant footage will be available for viewing by the authorities, relevant department
managers and Security if deemed needed
 The release of any footage or images must be authorised by the Surveillance HOD.
 Person ID profiles will be created or updated in database
 A quality-controlled composite DVD containing all relevant footage will be compiled for
the Surveillance department and a copy made for the relevant authorities if requested.
 An Incident Report will be compiled
 Relevant footage put into evidence, if required
 Complete the appropriate Surveillance log entry and include all relevant details.
 The Surveillance HODor designee will advise the Legal and Compliance departments
and relevant Casino Executives.
SECTION 9 EXTERNAL AUTHORITIES
Objective: Guidelines for handling requests for coverage from outside authorities
Procedure:
Empowered government authorities or external agencies may request coverage of person/s of interest.
These requests should be made through the on-duty Surveillance Shift Manager whom must
immediately notify the Surveillance HOD.
Ensure you obtain the relevant details including:

 Location.
 Reason for coverage.
 Patron details, if any.
 Details of personnel making request.
Monitor the situation using appropriate PTZ cameras.
 Obtain photos of the suspects and associates.
Relay any relevant information to the on-duty Surveillance Shift Manager who will decide what action to
take.
 Copy any relevant footage onto a composite.

9.2 FOOTAGE REVIEW
Objective: Guidelines for handling a review requested by an outside authority
Procedure:
Cambodian authorities may advise of any possible illegal acts and may request a review to determine
the facts.
Surveillance Operators taking the call should obtain the following information to ensure an efficient and
accurate review of the alleged act:
 Area that incident is alleged to have occurred.
 Amount of money/chips involved if any.
 Name and contact details of the authority or management personnel.
Immediately advise the on-duty Surveillance Shift Manager.
 Commence the review; determine which cameras are likely to have recorded the
alleged act.
 Determine if an illegal act has taken place.
 If it is determined that an illegal act has taken place refer to the illegal act section of
this guide.
 Inform the on-duty Surveillance Shift Manager of the result.
 If necessary, copy any relevant footage on to a composite.
SECTION 10EMERGENCIES
10.1 FIRST AID
Objective: Ensure appropriate steps are taken when first aid is required
Procedure:
Surveillance personnel may require first aid in certain cases/incidents or be present when another
individual or staff member needs medical assistance. The following steps should be taken into
consideration:
 Keep calm.
 Do not panic.
 Rescue any person from danger if safe to do so.
 If necessary, seek first aid/medical treatment immediately.
 Inform the on-duty Surveillance Shift Manager (or above).
 Reassure and comfort the injured person.
 If your safety is in danger report the situation and evacuate to the Evacuation.
Assembly Area as directed.
LONG BAY Casino, KOH KONG provides first aid services and medical facilities for the purpose of
rendering prompt and effective emergency and initial first aid treatment to employees, patrons and
others suffering from an illness or injury at the workplace.
The Surveillance first aid kit is located in the Surveillance break room. It is the responsibility of the Staff
member who uses an item from the first aid kit to report to the on-duty Surveillance Shift Manager (or
above) any injury and the need to replenish the first aid stock.
10.2 FIRE
Objective: Ensure prompt action is taken to extinguish a fire
Procedure:
Surveillance personnel may find themselves in a situation where they are in the presence of a Fire in
the workplace or observe a Fire via the CCTV system. Should that be the case the following step
should be taken into consideration:
 Rescue any persons in danger if safe to do so.
 Advise the on-duty Surveillance Shift Manager (or above).
 Advise security department staff.
 Depending on the nature of the fire, instruct staff to evacuate the area.
 If possible, isolate the fire and attempt to bring it under control.
 Cut off power supply to outlets in the vicinity.
 Attempt to fight the fire by using only dry chemical and/or carbon dioxide Extinguisher.
DO NOT USE WATER IN ANY FORM IN SURVEILLANCE OPERATIONS ROOM AND SERVER
ROOMS, ELECTRIC CABINETS
 Once under control advise security department staff

 Assess any damage and advise the Surveillance Shift Manager (or above) and
Surveillance Technical Team members if applicable of the status.
 Complete all relevant reports.
 Security personnel must also advise when a fire is located.
A Surveillance Operator may have observed the fire via the CCTV system. If this is the case inform the
security department staff immediately:
 Monitor the fire and associated activities; continue to liaise with security staff as to the
status of the fire.
 Beware of any personal injuries and property damage.
 Investigate any suspicious activities.
Complete the appropriate log entry and Incident report, include all relevant details.
10.3 FAILURE OF THE CCTV SYSTEM
Objective: Ensure prompt fault rectification and minimize potential risks
Procedure:
Critical Failure is where the Surveillance Department cannot view or record images due to, but not
limited to:
 Prolonged Power Failure.
 Mass Camera Failure.
 Mass NVR Failure.
In the event that the Surveillance System experiences critical failure the on-duty Surveillance Shift
Manager must inform the Surveillance HOD and take the following action:
 Immediately inform the Surveillance HOD.

 Immediately contact the Surveillance Technical Executive and take steps to rectify the
fault.
 Assign necessary Surveillance personnel to the Casino floor with a radio or mobile
phone for the purpose of on-floor surveillance.
 Remaining Surveillance personnel will be assigned to assist in rectifying the fault or
other Surveillance related tasks as deemed appropriate.
In consultation with Executive Management the following steps may be taken:
 Inform the Table Games Manager.

 Evaluate the need for increased Supervision levels.
 Evaluate the need for a reduction in table spreads.
 Inform the VIP Manager.
 Inform the Security Shift Manager.
 Evaluate the need for static Security Officers in high-risk areas.
 Inform the Gaming Machines Manager.
 Inform the Cage Manager.
 Evaluate the need for a Surveillance presence in the Count Room.
 Liaise with the Surveillance Technical Manager and take steps to rectify the fault.
 Source additional Surveillance personnel if required
Once the fault has been rectified the following action must be taken:
 All Surveillance personnel will return to normal duties.

 Inform the relevant parties.
 Inform all relevant department Managers that Operations can return to normal.
The on-duty Surveillance Shift Manager will ensure that a report regarding the fault is compiled and a copy
forwarded to the Surveillance HOD. The report will include:
 The time the CCTV system failed.

 How long it was inoperative.
 Who was contacted and at what time?
 What fault caused the failure?
 What action was taken to rectify the fault?
Note: All possible steps must be taken to avoid a reoccurrence of the fault.
10.4 EVACUATION
Objective: Immediate steps to take in the event of an evacuation
Procedure:
In the event that Surveillance is informed by Security that an evacuation is deemed necessary or
pending, the following procedures should take place:
 Immediately advise the Surveillance HOD
 Advise other relevant parties.
 Set the cameras up for each console as per the assigned macros/evacuation list. The
Surveillance Shift Manager will be responsible for setting up the supervisor’s console.
In the event that it is necessary to evacuate the Surveillance Department, the following procedure
should be adhered to. However, in the event that there is an immediate threat to life and/or injury, all
Surveillance personnel must evacuate the area immediately in a calm and orderly manner.
 Notify all Surveillance personnel.
 Notify the Surveillance HOD.
 Ensure Count Room, Chip Bank, and Cages and all money handling areas have the
best possible coverage.
 The Surveillance Shift Manager/Assistant Manager or Executive will activate the
assigned “Evacuation Macros” for cameras and monitors.
 Ensure no essential equipment is switched off.
 The Surveillance Shift Manager/Assistant Manager or Executive will direct staff to
evacuate according to the emergency plan.
 All Surveillance personnel will meet in the designated assembly area as directed.
 The Surveillance Shift Manager/Assistant Manager or Executive will ensure all
Surveillance personnel are present and accounted for.
 Surveillance personnel will only return to the monitor room once the danger has
passed.
 Archive any relevant evacuation footage and review if necessary.
 Return to normal duties and prepare relevant incident reports.
SECTION 11TABLE GAMES OPERATION SYSTEM
11.1 TABLE WIN/LOSSES
Objective: Define correct action for monitoring and handling table win/losses
Procedure:
The Table Games Operation System is used by Surveillance to monitor and analyse Gaming Table
win/loss figures and identify any areas of concern that may require active monitoring or further
investigation. Should actively monitoring or further investigation be required the steps which will include
but not be limited to the following:
 Review of shuffles and card integrity.
Upon consideration of any results and in consultation with the on-duty Shift Manager the following
action may be taken:
 If the game is still in progress, it can be monitored and the play preceding the alert
reviewed at a later time if required.
 A review conducted of the loss using the relevant analysis tools.
11.2 PATRON INFORMATION
Objective: Enable immediate monitoring of patrons of interest
Procedure:
Surveillance may have the ability to flag individual Patrons of Interest in the Tables Operation System
so that an alert is generated when a certain player has their membership card swiped at table they are
playing on.
 At the discretion of the on-duty Shift Manager, the Surveillance Operator who
acknowledges the alert may monitor the patron for any suspect play or action
 Complete the appropriate log entry and update the relevant databases including all
relevant details.
11.3 HIGH ACTION
Objective: Ensure immediate attention is given to high action play
Procedure:
Surveillance may at times be advised by Gaming of any “High Action” on a particular game, upon
receiving this information the Surveillance Operator shall do the following:
 Inform the Shift Manager/Assistant manager or executive/Supervisor
 At the discretion of the on-duty Shift Manager/Assistant manager or
executive/Supervisor the Surveillance Operator may monitor the game live in
accordance with Monitoring High Action.
SECTION 12 MONITOR ROOM OPERATIONS

12.1 CODE OF ETHICS & CONDUCT
Objective: Clarify the code of ethics & conduct all Surveillance employees must follow
Procedure:
Due to the unique and confidential operating nature and environment of the Surveillance Department,
all employees must understand and adhere to the following:
 The CCTV system is not to be used in any way that will maliciously damage the
integrity or the professional reputation of the Surveillance Department or the company.
All Surveillance Operators should exercise due care to prevent such occurrence.
 The CCTV system should not be used inappropriately at any time and all Surveillance
Operators should ensure that the CCTV system is not used in any way that can be
perceived as dishonest.
 Emails received or sent by any members of the Department should always be
professional and in no shape or form contain inappropriate content, pictures or files
and only be used for work related communications
 Staff must not be insubordinate or refuse to follow a Shift Manager’s, Assistant
Manager, Executive or Supervisor’s instructions.
 Staff must report to work on time. Repeated absence from work, or repeated tardiness
in reporting to work, or returning from breaks is unacceptable.
 Staff must never sleep, nap or doze whilst on duty.
 Staff must maintain pose, posture, appearance and work performance indicating
alertness, confidence and professionalism at all times.
 No food should bring any food inside in Surveillance Operation room.
 Staff must not use indecent or abusive language while on duty.
 Staff & visitors are forbidden to use or have personal mobile phones within the
Surveillance Room. Only company issued phones carried by Management are allowed
within the Monitor Room. Personal Phone should be kept into the locker provided by
the company.
 Staff must not falsify records or any information, misuse, remove or commit
unauthorised disclosure of confidential casino information or records to outsiders,
friends or family.
 Any breach of regulations, procedures, rules, company policies or code of conduct may
result in disciplinary action being taken. This may range from a verbal warning to a
written warning and/or immediate dismissal. In some cases, it may lead to criminal
proceedings being initiated.
 It is important that any circumstances, e.g., Relationships or living arrangements which
may tend to compromise your position or performance be immediately reported to
Surveillance Management. Failure to report these circumstances may result in
disciplinary action
 If at any time you are contacted by anyone who requests, or even hints that you furnish
them with information on specific activities in the Surveillance Department or any other
area of the Casino, the matter should immediately be reported to Surveillance
Management.
 It is company policy that Surveillance personnel cannot transfer to other departments
within the casino; however, consideration may be given under authorization from the
Property President & Surveillance HOD depending on case-by-case circumstances.
12.2 SURVEILLANCE DATABASE
Objective: Function of the Reporting Database
Procedure:
The System is an electronic database and the principal reporting structure for the Surveillance
Department in which Surveillance enter all relevant information pertaining to their shift in the form of log
entries, incident reports and ID photo profiles if required. Every Incident and Subject that the Surveillance
Department is involved with will be recorded into the system. Operators will be writing their own Log
Entries, these Logs will be reviewed by Supervisors and above and then closed based on completed
requirements as per polices.
The system will allow each user to create or Filter (Find) the following reports
 Daily Logs.
 Incident Reports
 Other Logs.
 Create a banned or watch mode for people of interest, along with associates, activities
and specifics
RESPONSIBILITIES
Surveillance Shift Manager/Assistant Manager

The Surveillance Shift Manager/Assistant Manager is responsible for checking, confirming the details
and closing all Incident Reports.
Surveillance Shift Executive/Supervisor:
The Surveillance Shift Executive and Shift Supervisor is responsible for checking and confirming all
Incident and Daily Log Reports. Shift Executive/Supervisor is to close the Daily Log Report. Shift
Executive/Supervisors who confirm Incident Reports are required to place their respective ID as the
‘Secondary Operator’. In some instance, the Surveillance Executive/Supervisor may assist the
Surveillance Assistant Manager/ Shift Manager to close the Incident Report and complete the Executive
Brief section. Shift Executive/Supervisors must summarize the incident and ensure that there is a
conclusion for the Executive Brief. The conclusions must include what action was or was not taken. For
example:
 Underpayment not returned as the patron could not be located.

 Gaming Shift Manager advised that no further action will be taken at this stage.
 Gaming Shift Manager advised that he will pass the matter to the Senior Manager of
Table Games or above.
The Surveillance Executive/Supervisor is to inform the Surveillance Assistant Manager /Shift
Manager of any incident that
 Appears suspicious.
 May require further monitoring.
 Contains a major error.
Surveillance Operator:
The Surveillance Operator is responsible for creating Log Entries based on stipulated Department
requirements, occurrences and information from around the property or as directed by Shift
Supervisor and above. All Logs and Reports must be spell checked and No abbreviation is to be
used
POLICY
Editing of reports
Any reports that have been confirmed and closed should not be edited unless there are typos,
grammatical mistakes and minor errors. Any addition, deletion or amendment of review findings and
identification of suspects MUST be added to the main report only after Shift Manager approval. fore
changes are made to the main report. The Shift Manager or above MUST be informed prior to any
changes made. This is to ensure any editing done is accountable to the person(s) who made the
changes.
Briefing Log
Briefing logs are completed when incorrect or insufficient details are placed into an incident report, it is
the team member’s responsibility to check and make any requested changes to their reports.
In the event that the System is unavailable then a hand written report will be compiled. The same
relevant information will be recorded on the written log as is required in and will be entered into the
database immediately when the system is back online.
12.3 LOGS
Objective: Ensure database documentation is logged in a concise and timely manner
Procedure:
It is imperative that the Surveillance Department prepare and maintain all necessary log entries. It will
be the responsibility of the Surveillance Shift Manager/Assistant manager, Executive/Supervisor and
Operators to review all log entries which may be generated during their working shift for accuracy,
clarity, errors, spelling, grammar, and completeness of information.
The database Daily Log is the record of all information obtained during a shift by each Surveillance team
member.
The Daily Log is the record of the Team Member’s work during the shift and as such must portray the
duties that the Team Member has completed on shift.
It includes all activities undertaken including:

1. All footage reviewed.
2. All observations and specific monitoring conducted (e.g., H2H review, Close Watch etc.)
3. All information received and given out.
4. All tasks undertaken and the results obtained (e.g., Camera Walkthrough, DVR check etc.)
The Team Member will record all relevant information in sufficient detail. This means that any Team
Member reading the Daily Log will understand what information is being covered.
Report notations:
1. Time.
2. Sufficient detail on the report.
3. Appropriate personnel advised including the Surveillance Shift Manager/ Assistant Manager and
Executive/Supervisor.
4. Adherence to Surveillance procedures.
5. Relevant entries made such as:
(a) All phone calls
(b) Observations made. An example would be all footage shown to the Surveillance
Executive/Supervisor should be noted on the Daily Log by way of adding the Surveillance
Executive/Supervisor ID on the Secondary Operator field.
(c) Anything that requires following up.
(d) General Surveillance – what areas are being looked at and if appropriate, why?
Note: Remember, others have to read your log entries.
Steps to remember:
 Record names and employee numbers of employees involved.
 Record problem/purpose.
 Record action taken/information received
 Conclusion or results.
 Monitor number where necessary.
The person making the log entry will check his or her own work before saving the log.
The Surveillance Shift Manager/ Assistant Manager and Executive/Supervisor will review all logs before
going off duty, allowing time for corrections to reports, etc.
Surveillance Shift Manager/ Assistant Manager and Executive/Supervisor will pass along any relevant
information to their Surveillance Operators and to the relieving Surveillance Shift Manager/ Assistant
Manager and Executive/Supervisor. Surveillance Operators will pass on all relevant information as
required.
12.4 INCIDENT REPORTS
Objective: Guidelines on preparing Incident Reports
Procedure:
An Incident Report (IR) is completed when a significant event or illegal act occurs. An incident report is
a detailed account of an event and should be complied using the IR template then saved into the
System, under Surveillance Incidents.
Incident Reports should include the following:
 Incident ID Number
 A link to an electronic log entry
 A link to a Patron file entry
 A photograph of the offender/suspect
 Name and description of person/s involved.
 Name of the Operator compiling it, along with their staff ID number.
When completed, the Incident Report will be checked by a Surveillance Shift Manager/Assistant
Manager or Executive/Supervisor. They will insert their name, the current date and time at the end of
the report.
Note: If the System is off-line, the report is to be saved as a WORD document, which will be pasted, into
the system immediately once it is on-line.
12.5 MONITORING E-FILES
Objective: Guidelines for close monitoring of staff or E-files
Procedure:
At certain times Surveillance Staff will be required to monitor an “Employee File” (E-File). The E-file to
be monitored should be chosen on a level of importance/sensitivity or if it has been some time since the
E-file was monitored.
Ensure the on-duty Surveillance Shift Manager and other Surveillance Operators are aware you are
about to monitor an E-file. This is to ensure you are not interrupted and the work load can be shared
amongst other Surveillance Operators. You may also require urgent help if a situation arises.
Once an E-file has been chosen, call up the appropriate PTZ camera and locate and identify the E-file.
Record the following information whilst monitoring:

 Date/Time
 Location
 Name and number of E-file
 Time and type of Procedural Violations, if any
 Style of work, i.e., nervous,
 Breaks taken by E-file
It is essential that the Operator monitoring the E-file remains vigilant and observes and record the
following;
 Anything unusual
 Any “sleight of hand” movements
 Regular patrons
 Procedural violations and errors
 Nervous action
To ensure the E-file is continually monitored, share the task with other Surveillance Operators. This
allows for Surveillance Operators to take breaks etc…
In the case of an E-file committing an illegal act or a serious breach of procedure, the on-duty
Surveillance Shift Manager must be informed immediately.
 The department manager responsible for the E-file may be contacted as well as the
Security Shift Manager.
 The Surveillance Shift Manager may allow them to attend the Surveillance Viewing
Room to view the relevant footage.
 Update the monitoring details including all relevant information.
12.6 CAMERA WALKTHROUGHS
Objective: Ensure that cameras are regularly checked for faults and adjustments
Procedure:
During an operational shift Surveillance personnel will complete a “camera walkthrough” ensuring the
following:
 Check for camera functionality
 Check appropriate or correct Camera Identity.
 On Fixed Cameras, ensure all cameras are focused and sited for optimum coverage
 On Pan Tilt Zoom cameras check camera functionality
 Ensure appropriate recording mediums are functioning
 Report any faults using the Equipment Failure Log (EFL)
12.7 EQUIPMENT FAILURE LOG
Objective: Alert the Management team to equipment malfunction
Procedure:
The purpose of the Equipment Failure Log (EFL) is to alert the Surveillance Management that
equipment is faulty or damaged and needs attention. The Equipment Failure Log Database entries are
serially pre numbered and the following shall occur:
 Any staff member on duty completes an entry whenever an equipment failure is

detected or reported. The completed entry is to be approved by the on-duty
Surveillance Shift Manager or designee.
 When the Security Department inform Surveillance of any equipment failure,
Surveillance staff will complete an EFL for the attention of the Management.
 When the faulty equipment is repaired or rectified the Shift Manager/Assistant Manager
or Executive/Supervisor will note the database with a brief description and work
request had been completed.
Please note if the equipment failure affects coverage and recording of the Casino Gaming Floor or
Sensitive Areas, assign a back-up camera to a spare monitor.
12.8 TELEPHONE PROTOCOL
Objective: Promote professional use of the telephone in daily Operations
Procedure:
The use of the telephone is, in many cases, the main source of information to the Surveillance
Department. Telephones in the Surveillance Room will be used for official business only.
 When answering the telephone, identify yourself by first name and staff ID number and
ascertain who is calling.
 Immediately query the problem and identify if it is a legitimate call.
 It is essential that all information be obtained from the caller, prior to information being
released by the Surveillance Department.
Personal information about Surveillance Personnel should not be released in any circumstances. The
telephone is our vital link with the gaming floor and other departments. It is important to remember that
an incoming call may be important and at all times must be given priority. Phones should always be
answered promptly.
All calls should be kept business-like and professional telephone etiquette used at all times.
When answering telephone calls in the Monitor Room the following points should be observed:
 Never let the telephone ring for longer than 2-3 rings.
 For Internal calls always answer with “Surveillance Operations given name, staff ID
number speaking”.
 For External calls always answer “LONG BAY Casino, name speaking”. Do not give a
caller any information unless you know who is speaking. If the caller requests
information, take name, contact number and advise someone will ring back.
 Always ensure you get the name of the caller.
 If unable to assist for any reason, only advise “sorry we are unable assist you”.
 Always ensure you have all of the information required to give follow-up assistance
before hanging up.
 Always take notes.
 Always relay information back to the caller.
 If at any time you are unsure of giving out information, refer the call to the Surveillance
Shift Manager or designee.
 Ensure you understand the information received. Repeat the key points to caller for
receiving confirmation.
 Never give/deny permission, refer the caller to their Supervisor/Manager. We do not
give anyone permission to do anything. If a caller is giving information on a subject or
course of action; log it.
Note: If you experience any difficulties or uncertainty about the nature of a request made to you on the
phone, refer the call to your Shift Manager/Assistant Manager.
When making a call from the Surveillance Room, the following points should be observed:
 Always state it is Surveillance calling.

 Always state reason for call.
 Always state facts; do not give opinions, evaluations, make judgements.
 When information is required from a staff member, request information in an enquiring
tone, do not demand.
 When advising a Pit Boss of an error or procedural violation by pit staff, advise Pit
Boss of table, approximate time of incident and what happened.
If an incident involves a guest who is overpaid, do not in any way insinuate that the Pit Boss must
retrieve the money. Request information as to what action will be taken and log incident, reply and
action taken with outcome if any.
12.9 RADIO USE
Objective: Promote professional use of the radio in daily Operations
Procedure:
There are base radio stations on the consoles in the Surveillance room. These are used to monitor
Security transmissions. Surveillance may be required to transmit to Security via the hand-piece situated
on the console or a hand-held portable radio.
To ensure maximum effectiveness in the use of the radio it is essential that certain procedures be
followed. Failure to follow these procedures may result in misunderstandings.
 Pre-transmission, Plan your message.
 Do not cut in on other messages.
 When transmitting, hold the radio 10 cm from mouth (portable radios only).
 Depress button firmly and speak.
 When speaking Identify yourself.
 Speak slowly and clearly.
 Do not yell or shout.
 If it is anticipated that the transmissions may be long, then, if possible, utilise the
telephone.
12.10 UNABLE TO ASSIST (U.T.A)
Objective: Provide consistent guidelines in cases where footage is inconclusive or unavailable
Procedure:
All attempts should be made to assist where a request is received utilizing all resources at the
Surveillance Departments disposal. In the event that you are “Unable To Assist” (UTA) with a request
for any reason, inform the on duty Surveillance Shift Manager/Assistant Manager or
Executive/Supervisor and complete a Daily Log entry.
 If the reason for the UTA is due to technical problems, the Equipment Failure Log must
be completed. Where possible assign a camera to a spare monitor to ensure coverage
is re-established and maintained.
 The advice of a UTA to the relevant person making the original request for assistance
will be made by the Surveillance Shift Manager or designee.
 If the UTA is due to workload or because the person requesting the review is not
authorised to do so, then the on-duty Surveillance Shift Manager must be informed as
well as the relevant department Manager.
 If the UTA is due to a technical fault or the request being outside the footage retention
period then only “Unable to assist” is to be informed without any further details.
 If at any time the receiver of the UTA is not satisfied with this result, they must be
referred to Surveillance Management.
12.11 PATRONS VIEWING CCTV FOOTAGE
Objective: Provide clear guidelines in circumstances where footage may be shown to a patron
Procedure:
It is the policy of our Company that recorded images of any incident may be viewed by a patron in
absolutely exceptional circumstances only.
Initially, the patron must be referred to the Table Games Manager who will represent his/her interests in
the first instance. If the patron is still not appeased then viewing of footage / images may be an option,
only on the express approval of the Surveillance Shift Manager or above.
The following criteria must be considered:
 Guest’s value to Company.

 Amount of error.
 Guest’s past history.
 Type of error - Casino or guest at fault.
 Quality of coverage with regard to resolution and error clarity.
 Whether Security and/or confidentiality of Surveillance may be compromised.
It will then be up to the discretion of the Surveillance Shift Manager or above as to whether they feel
this action is warranted.
If it is decided not to proceed with the patron viewing of footage then such a decision should be
approved by the Surveillance Shift Manager or Surveillance HOD and can only be over-ridden by the
property President.
If footage is to be viewed, it must be carried out in a private viewing area outside the Surveillance
confines in the presence of a senior management representative.
At no time must the recorded images be removed from the presence of the Surveillance person nor can
any recordings of video or audio of the footage be taken by anybody present.
12.12 REPORT GENERATION
Objective: Ensure relevant daily operational information is disseminated to authorized persons
Procedure:
The Daily Operations Report will include the activities of the Surveillance department for a 24-hour
period. The Surveillance Shift Manager or designee will generate the report using the Daily Operations
Report template and database. They will ensure that it is accurate and includes the following:
 Details of major events

 Details of illegal acts
Details of Table Games related events including:
 Details of Monitored High Action

 Number of Procedural violations
 Number of Dealer errors
 Number of patron disputes
Details of Security related events, including;
 Number of patrons removed from the gaming floor

 Number of duress alarms activated
 Number of medical emergencies on the gaming floor
 Names of excluded patrons located on the gaming floor
 Number of minors located on the gaming floor
Details of Cage/Count related events, if any
Details of Gaming Machines related events, if any
Details of Food and Beverage related events, if any
The Daily Operations Report will be delivered to the following persons:
 Surveillance HOD
 Surveillance Shift Manger
 Surveillance Management personnel
Note: The Daily Operations Report is a confidential document and must not be more widely distributed
without the approval of the Surveillance Shift Manager or above.
12.13 SHIFT HAND-OVER
Objective: Ensure a comprehensive Hand-over of one Shift to another
Procedure:
The Surveillance Shift Handover is used to retain all relevant information and work completed on shift.
The Surveillance Shift Manager is responsible to complete a summary prior to the completion of the shift.
The Surveillance Shift Manager will complete a Shift Handover for each worked shift. Details placed onto
the Shift Handover should be sufficient for all other Shift Managers and Management Team Members to
have a full explanation of any incidents observed or reviewed, the total amount of tasks completed and
any relevant ongoing information that has happened during the shift.
Information placed into the Shift Summary is as follows:

1. Shift Details and Figures
2. Major Patrons
3. Win/Loss and Drop by Games / Hold percentage
4. Major Incidents
5. Briefing Notes, Information and Ongoing matters
1. Shift Details and Figures:

The Shift Details include:
 Date of shift and Type of Shift (Day, Swing or Night)
 Shift Manager/Assistant Manager and Executive/Supervisor
 Number of Operators on duty
 Table Games Drop & Win/Loss

2. Major Patrons
All Hand-2-Hand Analysis completed will be filled up in this section. The details included are as follows:
 Name
 Players membership account no
(optional).
 Table played
 Time in and out
 Average bet
 Shoe result
 Patron’s overall win/loss
3. Major Incidents
All Incident reports & executive briefs will be placed into this section.
4. Briefing Notes, Information and Ongoing matters
This section is divided into 4 sub-sections, namely

i) Memos and correspondence – a brief note on e-mails received relevant to operations
ii) technical matters – Work Order for equipment’s
iii) General information
iv) Briefing notes for Team Members
Reading requirements
The Shift Manager/Assistant Manager and Shift Executive/Supervisor must read all Shift Summary
Reports at the beginning of each shift

Surveillance SOP - 21-08-2021

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S U R V E I L L A N C E D E P A R T M E N T

SURVEILLANCE DEPARTMENT 2PRIVATE & CONFIDENTIAL

SURVEILLANCE DEPARTMENT 4PRIVATE & CONFIDENTIAL

SURVEILLANCE DEPARTMENT 5PRIVATE & CONFIDENTIAL

Objective: Procedures relating to image release to external departments/agencies

 Surveillance Shift Manager (or above) approval.

SURVEILLANCE DEPARTMENT 6PRIVATE & CONFIDENTIAL

 Obtain the necessary information required to locate the subject.

- Create a well-lit image on the monitor.

- A front-on face image is preferred

- Omit any unwanted background by zooming in on the subject/object

SURVEILLANCE DEPARTMENT 7PRIVATE & CONFIDENTIAL

Objective: Explanation of process for handling evidence footage

Policy: Securing Evidence Footage

SECTION 2 ACCESS CONTROLS

Objective: To ensure only authorized individuals access Surveillance areas

2.2 CAGE AREAS ACCESS

SURVEILLANCE DEPARTMENT 9PRIVATE & CONFIDENTIAL

2.3 COUNT ROOM ACCESS

Objective: To ensure only authorized individuals access the Count Room

SECTION 3 CAGE & COUNT

3.1 MONITORING THE COUNT ROOM

Objective: Guidelines for monitoring the Count Room activities

Reset cameras for the next count.

3.2 BUY PROCEDURE

Objective: Guidelines for monitoring the Count Room buy procedure

Complete the appropriate log entry, include all relevant details.

3.3 SUSPECT TRANSACTION REPORTS

Objective: Correct handling of suspect transaction incidents

3.4 FRONT WINDOW DISPUTES AND STAFF ERRORS

Objective: Guidelines for resolving disputes and handling staff errors

3.5 CAGE INFORMATION

Objective: Guidelines for receiving routine information from the Cage

3.6 CAGE PROCEDURAL VIOLATIONS

Objective: Detect and report violations of Cage procedure

The following information is required to be logged and/or reviewed:

 The amount of chips/cash involved.

 Denomination of notes or chips.

 Description of the patron, if any.

 Employee number of the Cage Cashier and Cage Supervisor.

3.7 FRONT WINDOW VARIANCES

Policy: Front Window Variances

 Front window number.

 The shift starts, finish and break times of cashier.

 Cage Cashier and Cage Supervisor employee numbers.

 Cage Management personnel contact details.

3.8 VOID FILLS AND CREDITS

Objective: Required information for void fills and credits

The following information must be recorded in the log entry:

 Relevant Chip bank.

 Amount of the fill/credit.

 Reason for the fill/credit being voided.

 Staff who requested the fill/credit.

 Cashier who made up the fill/credit.

 Staff Member who escorted the fill/credit.

Complete the appropriate log entry, include all relevant details.

Objective: Ensure correct information is conducted prior to monitoring

Policy: Coverage Requests

 EGM number/ Location.

 Employee numbers of staff involved.

 Relay any relevant information to the on-duty Surveillance Shift Manager.

Complete the appropriate log entry, include all relevant details.