Queensland hotel customers are now permitted to easily and safely purchase Keno from all locations where terminals are accessible in your venue without restriction.
However, there are some guidelines and safety practices that your venue needs to note in order to ensure compliance with the latest State Government advice.
Most notably, to comply with current health restrictions, Keno caddies and stationery should not be displayed in any front of house areas until further notice to avoid the spread of COVID-19. Rather, it is recommended that you provide customers with their own required Keno stationary from a stock in your back of house area.
If you are yet to reactivate Keno in your venue, please follow the re-opening instructions and complete the checklist below.
HOW TO OFFER KENO TO YOUR CUSTOMERS
During the re-opening period, there are four key convenient ways in which you can offer Keno to your customers and remain compliant with current restrictions.
- Using Keno Game Cards
Keno can be sold by either providing customers with a Keno Game Card (on request) for them to select their chosen game and numbers.
Despite Keno stationery not being made available, venue staff are allowed to offer and provide customers with Keno stationery to fill in a Keno Game card.
Keno Bistro Kit wallets are an ideal way to supply your customers with all they need to fill out a Keno Game Card. Bistro Kits are available free of charge from the Keno stationery ordering website.
- Via Keno Terminals
Keno can be safely purchased by customers in your venue from all locations where terminals are accessible without restriction. This includes both the Keno Self Service Terminal or operator terminal/s. All Keno terminals should be cleaned regularly and preferably after each user on the Self Service Terminal. Read through our cleaning guidelines to learn more.
- Taking verbal bets
Customers are free to place a Keno bet verbally by attending a Keno operator terminal in a unrestricted area of the venue. Then, whilst maintaining social distancing measures, can announce their bet to the Keno operator to process on the terminal. Verbal bets are easy to process, we have created some guides for each bet type in the Toolkit > Re-opening Keno section of Keno Connect.
- Offering Keno table service
Your venue can take an order from a customer to purchase a Keno ticket. The role of the Keno 'Runner' is to provide Keno service while the customer remains at the table. For more details, refer to our venue guide on using a Keno Runner by clicking here.
The following steps must be completed to re-enable Keno in your venue, and ensure regulatory compliance of Keno, within your venue:
- Download the Keno Re-opening checklist by clicking here
- Complete the checklist in full, acknowledging that some tasks may need to be completed once your venue has been switched on.
- Once complete, take a photo or scan the first page only (venue acknowledgement) of your completed checklist.
- Upload the scanned first page of the checklist by logging onto Keno Connect and click on the 'Submit Re-opening Checklist'
*If you are having difficulty submitting your checklist on Keno Connect, you can email the checklist to firstname.lastname@example.org
Upon successful completion of the checklist, your venue will be activated within 1 business day. Venues who do not complete the checklist will not be switched on until the above steps have been fulfilled.
Critically, and as part of the re-opening checklist, the following must be completed and observed:
- At least one screen in your dining area presenting the Keno game;
- Ensure all government and Keno regulations and compliance signage is on display and visible (new stickers for your Keno Touch terminal/s is in the mail);
- Every Keno operator must have a writer number to use the terminal. Writer numbers can be changed/added/deleted through the venue profile page on Keno Connect;
- Keno hardware is operational;
- Direct debit forms are in place and active;
- The continuing licensee is the same licensee as prior to the government-mandated Covid-19 shutdown (22 March).
Keno is committed to prioritising public health and safety to protect people against infection, compliance with public health guidelines and helping prevent the spread of COVID-19. It is important we work together to adapt and promote safe work practices consistent with advice from the relevant health authorities.
We are committed to providing you with regular updates during this period. Keno Connect will continue to operate and will be the main way you can access information about Keno. If you are unable to find the information you need on Keno Connect, or have venue-specific questions, please email us at email@example.com.
For further enquiries, contact the Keno Service Support Centre on 1800 061 061, or email at firstname.lastname@example.org.