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Responsible Gaming


Responsible Gaming is a concept that gaming and gambling operators, software suppliers and associated service providers need to uphold to ensure their offerings uphold the highest standards to ensure a fair and safe gaming experience that protects players from the adverse consequences of gaming and gambling. The majority of gambling and gaming codes now require operators to ensure land-based and online gambling services are offered in a responsible manner. Responsible gaming covers the areas of protecting vulnerable customers, the prevention of underage gambling, protection against fraudulent and criminal behaviour, ensuring information privacy, ensuring prompt and accurate customer payments, delivering a fair gaming experience, upholding ethical and responsible marketing, commitment to customer satisfaction and ensuring a secure, safe and reliable operating environment. Operators refers to both land-based (e.g. casinos, betting shops) and online or remote operators.

Upholding responsible gaming practices is a key means to help reduce the likelihood of Problem gambling amongst vulnerable customers. A number of measures have been introduced to help prevent the onset of problem gambling, including self-exclusion programmes and processes, offering advice and support to problem gamblers and allowing players to set limits as to how much they spend both within online and land-based gaming channels.

Operators are required to do everything within their means to ensure that underage customers are not allowed to gamble. The age restrictions are dependent upon the laws in the jurisdiction where the gambling services are offered. Preventing underage gambling requires operators to ensure that registration processes clearly outline policies towards underage gambling and to ensure controls are in place to verify the age of gamblers.

Operators are required to implement anti-money laundering policies and procedures. This involves implementing effective know your customer processes when taking on new customers and tracking and reporting any suspicious transactions.

Information privacy refers to the protection of customer data and records against unauthorised or unnecessary disclosure. Operators are required to implement policies that ensure controls and measures are in place to prevent unauthorised disclosure and use of customer information. Customer information typically relates to data such as name, address, age, telephone number and email address.

Operators must ensure that payments to and from customer accounts must be conducted according to formal and documented processes in an accurate and timely manner. Operators typically ensure that customer funds are managed separately from their own accounts and that they have sufficient cleared funds to pay all player prize wins and outstanding player balances.


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