G4 Responsible Casino Code of Practice Version G02/

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1 G4 Responsible Casino Code of Practice Version G02/

2 Index Introduction 1. Casino Code of Practice page 3 2. Casino Company s Mission Statement page 3 3. Corporate Standards page Licensing page Technical operation page Audit and inspection page Credit Gambling page Money laundering page Privacy page 4 4. Operational Code of Practice page Age verification page Social responsibility / Player protection information page Advertising and promotional material page Training and support page Gambling for fun or free page Player account page Use of Alcohol in Casino page 7 5. Player Protection Tools page Reality Checks page Player led session limits page Self-Exclusion page Cool-Off Periods page Player led loss limits page Identifying problem behaviour and activity page 9 2

3 Introduction G4, the Global Gambling Guidance Group, aims to minimise the impact of problem gambling by promoting a worldwide accreditation programme. In many parts of the world the gambling industry is being urged to develop responsible gambling programmes to minimize the impact of problem gambling on communities. This pressure has come from governments, from industry regulators and from the communities themselves. G4 is the brainchild of a group of international experts in the field. Between them they have many years experience of working with the gambling industry worldwide to encourage responsible gambling and to minimize the harm caused by problem gambling. Their experience covers drafting responsible gambling programmes, devising and delivering training programmes for staff in gambling venues, as well as running help lines, online and face-to-face counselling services for problem gamblers themselves. These experts have designed an accreditation programme that will set the international benchmark for responsible gambling. This accreditation programme will provide a model for the gambling industry and an opportunity for companies to demonstrate how seriously they take the concerns of local communities. G4 has the expertise to implement this Code of Practice within your Casino Environment to be part of the integral daily operations of your casino, working in parallel with your jurisdictional gaming laws and regulations. By certifying responsible gaming G4 offers the opportunity for responsible Casinos to raise their profile. 1. Responsible Casino Code of Practice The following Code of Practice recognises that casino gambling is a specific and distinctly different form of gambling from other gambling industries. The Code is to be used as a guide only and must be matched to the local legislation applying to the relevant jurisdiction. 2. Casino Company s Mission Statement The casino company is committed to endorsing responsible gaming as well as promoting the awareness of problem gambling and improving prevention, intervention and treatment. The casino company s Responsible Gaming Policy sets out its commitment to minimising the negative effects of problem gambling and to promoting responsible gaming practices. An example Mission Statement could be as follows: We believe it is our responsibility to you, our customers, to ensure that you enjoy your gambling experience on our site, while remaining fully aware of the social and financial harms associated with problem gambling. 3

4 3. Corporate Standards 3.1 Licensing The casino operator must have a license similar to that which applies to other members of the gaming industry. The objective of the licensing scheme is to protect the public interest through ensuring high standards of honesty and operational ability of the casino games service provider and probity checking of any other party that is in a position to directly or indirectly benefit financially from the conduct of the operator of casino games. It must be possible for the players, and others, to actively view the regulations governing the operator s business at the premises either on request or by providing information and/or links to the Regulator s website. 3.2 Technical operation The operator must have a control system that is approved by the government regulator or other appropriate authority, like G Audit and inspection The operator must allow the regulator or G4 auditors, to test, evaluate and audit systems and procedures at the service provider's premises by inspecting records, examination and verification of equipment and testing software in use. This audit/inspection must be actioned by the Casino, as a minimum, on a yearly basis. 3.4 Credit gambling In principal the operator does not provide gambling on credit services. Should an operator provision the use of credit, the operator will set out and adhere to strict guidelines which control when applying credit is acceptable. 3.5 Money laundering The operator should take all measures possible to identify all transactions especially those that bear the characteristics of money laundering and terrorist financing activity. 3.6 Privacy The operator must control and guard the privacy of the player. This must be done both in a technical way so that the player information database is stored securely, and so that all the laws in the jurisdiction are adhered to. A data retention policy may be implemented by the operator to govern the length of time data is held, however any stored data must be provided when instructed to do so by a player upon verification of the player identity. 4

5 4. Operational Casino Code of Practice 4.1 Age verification The casino operator must take steps to verify the age and identification of every new player. The casino operator should either employ the use of a reliable electronic checking system or request visual proof of age and ID such as driving licence or passport. All premises must clearly display an over 18 s only or other legislated age requirement sign on site. The operator must also clearly display that underage gambling is strictly prohibited in any capacity. The information on the above can be placed in the operator s responsible Mission Statement as well. When the age verification systems in place are not deemed totally effective, the casino operator should not accept payments from cards that are available to those under the legal gambling age. 4.2 Social responsibility / Player protection information The operator s Responsible Gaming Information (brochure) should contain the logo and link to the operator s social responsibility partner. The Responsible Gaming Information (brochure) must be placed in strategic places at the premises, to provide information on problem gambling, self-test, self-exclusion limited visits and counselling possibilities. The social responsibility information should contain at a minimum: Advice on responsible gaming and a link to the social responsibility partner and other sources of help on problem gambling, including helpline number(s) and/or addresses. A warning that gambling could be harmful if not controlled and kept in moderation. A link or information on an accepted and simple self-assessment process to determine risk potential. A list of player protection measures that are available to the player should they wish to use them. Details or a link to a page with details, of the Company s social responsibility policy. 5

6 Messages of a Company s support of social responsibility should not be misleading. (ie. a Company should not claim to be a member of or have support for a social impact or support organisation if this is not true.) 4.3 Advertising and promotional material Advertising and promotions must be compliant with the relevant regulatory and advisory codes of practice. When not applicable the ECA code will be used in place. Advertising should not target those under the legal gambling age. This includes not only content but placement of advertising as well. Advertising should give a balanced message with regards to winning and losing. Players should not be encouraged to chase their losses or re-invest their winnings. At no time should it be suggested that gambling is a means of solving financial difficulties. Implies that gambling promotes or is required for social acceptance Exceeds the limits of decency The Casino shall not engage in any activity that involves sending unsolicited electronic mail, whether it is through its own operation or by the intervention of third parties. 4.4 Training and support The operator should ensure that their employees/staff team members are trained on the issues of social responsibility and problem gambling. This is especially important for the occasions when a problem gambler, or a third party, contacts the casino operator, or when the operator suspects one of their players may have a gambling problem. This training should be refreshed on a yearly basis and records of staff training conducted must be kept by the operator. G4 is able train Casino Managers and employees in all aspects of responsible gaming and provide periodic refresher training. 4.5 Gambling for fun or free Where gambling for fun or free (promotional gambling) is offered, the following conditions must be met: The free stakes must mirror the real stakes in pay-out percentages and method of gambling; The free stakes must offer the same age restriction, social responsibility and player protection information 6

7 4.6 Player account The player should preferably only be allowed to use one debit card and / or credit card or other form of payment. In either cases the maximum limit of debit card / or credit card or other form of payment that are allowed to be used by a player is three (3). The operator can allow customers to create multiple accounts, however they will implement restrictions on payment methods and strict Fraud, AML ( Anti Money Laundering), integrity and responsible gaming policies to mitigate potential risk. The ability to set up multiple accounts using multiple credit cards not only increases the possibility for fraud, but also increases the risks of problem gambling and uncontrollable debt. 4.7 Use of Alcohol in Casino Where the serving of alcohol is permitted within a casino, a responsible approach should be taken. A casino must show commitment to safe and responsible consumption of alcoholic beverages and have policies in place to protect the safety of customers and the community whilst still allowing adults to drink responsibly. Casinos should not knowingly serve alcohol to visibly intoxicated customers Casinos should not permit visibly intoxicated customers to participate in gaming Casino employees should be trained, with periodic refresher training in the casinos policies. G4 can provide this. Like other establishments that serve alcohol, casinos are businesses that provide, safely and responsibly, goods and services that customers want. 5. Player Protection Tools 5.1 Reality Checks It is vital that, where the gambling machine allows virtually continuous, interactive and rapid gambling without a reasonable break, there should be mechanisms implemented that help the player to monitor their losses so they can make conscious decisions as to whether to stop or continue. The following are recommended: A clearly visible clock or digital time display, which shows the time correct to within 10 minutes, should be visible on the gambling machine screen at all times. The currency unit of the amount bet should be clearly displayed on the gambling machine screen as well as the current betting account balance. 7

8 5.2 Player led session limits The following are recommended: In addition to Reality Check tools which allow visibility to the length of gambling time, the player should have the option of setting a session duration limit. These assist the player in controlling their gambling and protecting against the possibility of virtuously continuous, rapid gambling without a break. This limit will determine how long the player will be able to gamble until a break is enforced. This should apply to any form of gambling that involves rapid continuous gaming. G4 can advise on games that would require session limits. The minimum time limit available should be no more than 10 minutes. The player should be able to set the session time limit as a default for all sessions. If a session duration limit is not set by the player then a default of four hours should be the maximum default time for all players. When the session duration has expired and on completion of the last stake a message should appear to inform the player that their time limit set has elapsed. If they wish to continue they will have to re-start the gambling machine or acknowledge the message by clicking a confirmation box that they wish to continue playing. The fact that they have to make a conscious decision to continue will help the player to keep track of their gambling losses and time. 5.3 Self Exclusion Self-exclusion is a player protection measure that allows a customer to impose a block for a given period. This allows the customer to block themselves from re-entering the premises where they may be experiencing difficulties controlling their gambling. During the exclusion period the customer is unable to enter the casino and will distance themselves from gambling where they can seek support and help where needed. Operators should adhere to the following codes for self-exclusion: The player should be able to exclude themselves from any gambling. The period of self-exclusion must be for at least 6 months. Information regarding the self-exclusion policy and process must be clearly explained in the responsible gambling/player protection brochure. The operator should implement a policy for the handling of third party exclusion requests. 5.4 Cool-Off Periods Whilst self-exclusion allows a customer to implement a block for a minimum period of six months the operator should consider additional tools such as offering cool-off periods. These 8

9 are different to self-exclusion and allow a customer to set a block for a lesser period where they require only a short time away from gambling. The operator may provide cooling off periods such as 24 hours up to 7 days, however they should implement restrictions to stop players continually using this option as an alternative to exclusion. The operator will determine the most suitable option as this depends on periods available, however when there are two (2) cooling off periods within half a year a minimum six month exclusion should be enforced. 5.5 Player led loss limits The following are recommended: Operators should provision limitation functionality for customers, such as the amount that can be deposited, or the amount that can be lost, over a given time period. This allows customers to manage their gambling activity to ensure they only gamble at a level which suites them. This is important in empowering the player and making them responsible for their own gambling decisions. Whilst the player should be able to set their own limits on player losses and even vary those limits on an individual basis, premises should also provide the ability for the player to determine their own loss limits as well. They should provide options for setting limits on player losses per day, per week and/or per month and / or any other reasonable period of time that the casino operator and G4 have agreed on. When a player reaches their previously set limit the operator will be responsible for ensuring that no other stakes are accepted from them. The player can only increase their previously set limit once a cooling off period of at least 24 hours has elapsed. The increase in loss limit must not take place for 24 hours. However, they should be able to decrease their limit with immediate effect. 5.6 Identifying problem gambling behaviour and activity When the operator identifies signs of problem gambling behaviour they will take relevant steps to investigate and satisfy any concerns. Possible indications might include, but are not limited to, comments via conversations with employees/staff team members, placed stakes/plays of x times during a period of x months, repeatedly increase their gambling limits. 9

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