Responsible gambling, also known as safer gambling, is a set of social responsibility initiatives promoted by iGaming operators and gambling industry regulators to mitigate potential negative consequences to players associated with gambling, such as gambling addiction.
In essence, responsible gambling refers to a set of practices that minimize potential negative impacts of gambling to players by providing them with tools which enable them to remain in control of their gambling activity and avoid excessive gambling.
Below are essential responsible gambling practices and tools that help iGaming operators safeguard players while enhancing their overall experience:
Trust and Loyalty
You may wonder why iGaming operators would voluntarily promote practices that could limit gambling to any extent: after all, less gambling means lower revenues for them. But the fact is responsible gaming is a rising trend in the industry.
iGaming operators conduct campaigns globally - like European Safer Gambling Week and Responsible Gaming Education Month by the American Gaming Association - to raise player awareness about responsible gaming.
The reason is simple – it pays to differentiate from a run-of-the-mill iGaming business concerned about making more money regardless of consequences to its customers.
Leading iGaming software providers play a pivotal role in promoting responsible gambling by equipping operators with advanced tools and functionalities. From user-friendly interfaces for setting deposit and session limits to seamless self-exclusion processes, these providers ensure that platforms comply with regulatory standards while fostering safer gambling environments. By offering innovative igaming solutions, they enable operators to balance player protection with business goals effectively.
By enabling customers to exercise full control of their gambling activity and avoid excessive gambling, an iGaming operator demonstrates its ultimate goal is truly raising the well-being of its customers: its services help gamblers have some fun while safeguarding against development of excessive gambling.
It is no wonder that such a regard for gamblers’ well-being helps gain player trust and loyalty. The result is usually increased customer retention. This in turn leads to increased revenue.
iGaming operators who are committed to exercising responsible gambling policies are therefore not just doing what's right, but also what's smart for the business.
So enhanced business competitiveness that facilitates capturing of bigger market share is the motivation behind the rising global trend of voluntary responsible gambling.
At the same time regulatory bodies globally are adopting more stringent rules that enforce responsible gambling protocols. So regulatory compliance adds to business incentives, resulting in the apparent global trend of responsible gambling in the iGaming industry.
iGaming industry players have developed several policy measures that help effectively incorporate responsible gambling into their operations. These policies can be described as responsible gaming tools and are presented briefly below.
Setting Deposit Limits, Session Duration Limits, and Wagering Limits
Offering dedicated tools that enable gamblers to set deposit limits, session duration limits and wagering limits directly allows players to manage their gambling activities responsibly and prevent excessive spending or prolonged gambling sessions.
In practical terms, the gambling site must encourage customers to:
- Set daily, weekly, or monthly limits on the size of deposits;
- Set daily, weekly, or monthly limits on the amount of time spent on the platform;
- Set daily, weekly, or monthly limits on the size of bets.
The iGaming platform must require customers to set limits upon account setup. And as gamblers change their deposit, wagering or time limits they must receive individualized messages.
Customers must be able to view the status of their limits on the account details page which must be accessible across all devices. Gamblers should not be able to relax limits until current settings expire. And play must automatically stop when the limit is reached and customers must receive a notification that they have reached their selected limit.
Customers must receive live, onscreen spend and time updates on an hourly basis during play. And spend limits must be displayed in cash, not credits.
Time-Out
A gambling platform must let players set time-outs, also known as break periods or cool-offs. Time-outs are instant stops in all access and play that are available in lengths of at least 12 hours but less than six months.
At the end of the time-out period, play must not automatically resume: players must be prompted to determine if they want to resume play or renew the time-out. This option should be executed not as a push notification – not an alert generated by the site when the site is not open.
Self-Exclusion
Self-exclusion is customer-initiated restriction on their ability to gamble on a platform for periods starting from six months. Operators are advised to make self-exclusion functionality accessible for gamblers in no more than three clicks from anywhere on the platform after logging in.
During self-exclusion registration, the customer must be provided explicit information that outlines the conditions of the restriction. After self-exclusion registration, an email must be sent to the customer with the same information which must include at least the following:
- Length of self-exclusion
- Account closure processes and consequences for any accounts breaching restriction (e.g., a new account opened by the same customer during the self-exclusion)
- Notification of removal from promotions and direct marketing
- Requirements for reinstatement upon expiration of the self-exclusion
- How open bets, reward points, scheduled payments and remaining balances are handled:
- • A record of customer data is provided outside the platform in an easily-accessible file format such as: PDF including amounts wagered, won and lost
- • time and money spent
- • games played
- • net wins/losses
- • all deposits, withdrawals, and overdraft occasions
- •movement of funds between products
- •bonus information
- • restrictions such as self-exclusion events and limits
- • number of occasions where time/money limits were met
- • frequency of limit adjustments
- • net outcomes including total won or lost over a defined period)
- The responsibilities of the customer and the company during the self-exclusion period
Self-exclusions take effect immediately. The customer’s account is closed or suspended upon the company’s receipt of the self-exclusion application so that no deposits or bets can be placed.
Customers must be given the option to self-exclude at the product level - meaning they must not be required to self-exclude from the company’s entire offerings – while they should be able to select to do so, should they choose.
Self-Exclusion Renewal
Customers may renew their self-exclusion if it was set for a term less than a lifetime. Players who renew their self-exclusion must be provided information about problem gambling and help resources including, but not limited to:
- the problem gambling helpline specified/approved in regulations,
- online software for gambling blocking, and
- local treatment and recovery resources.
Self-Exclusion Reinstatement
iGaming software should be designed to ensure that customers are not automatically notified at the end of the self-exclusion period. After the expiration date accounts must require customer-initiated reinstatement.
The customer must indicate they want to be reinstated prior to reinstating the account. When a customer initiates reinstatement, they must receive assistance through the process and get explicitly encouraged to utilize available responsible gambling tools - e.g., tutorial on how to set financial and time limits on the amount bet and time played.
When a customer is reinstated, they are notified that their play is tracked, monitored, or limited for a specified period to ensure they are not still at risk. Customers must get information about local treatment and recovery resources in case they experience gambling-related harm after reinstatement.
And self-excluded customers should not receive any promotional materials until the reinstatement process is completed.
Responsible gambling policies must be reflected in marketing and advertising as well. Particularly, marketing should provide accurate expectations about the outcomes and risks of gambling and communications with customers must refrain from intentionally encouraging customers to:
- increase the amount they play with
- gamble continuously
- re-gamble winnings and
- chase losses.
Conclusion
In conclusion, responsible gambling practices are essential for fostering trust, loyalty, and long-term success in the iGaming industry.
By implementing tools such as deposit limits, time-outs, and self-exclusion, operators can prioritize player well-being while ensuring regulatory compliance. These initiatives not only safeguard players but also enhance business competitiveness, proving that a commitment to responsible gambling is both ethically and strategically beneficial.
