Player Protection

Self-Exclusion

Effective self-exclusion programs have been shown to be linked with a reduction of pathological gambling and the effects of gambling-related harm. In view of this, licensed operators must always have an effective and readily available mechanism whereby players can exclude themselves from playing for a definite or indefinite timeframe.

• Operators are encouraged to offer a definite self-exclusion for the following timeframes:
  • 24 Hours
  • 48 Hours
  • 7 Days
  • 30 Days
  • 90 Days
  • 180 Days
  • 365 Days
• The self-exclusion process must always be available and straightforward. Moreover, a request for a new self-exclusion, or extending a current exclusion must be implemented immediately, with no attempts to induce a player to continue playing.
• Where multiple brands are operated, with separate registration, the operator must enquire whether the exclusion request is for all brands. However, the operator may apply a self-exclusion on the requested brand only.
• A self-exclusion request shall be applicable across all operated brands, if there are sufficient indications that the player may have problem gambling issues.
• During a self-exclusion, players must not access gaming services, however, players must not be prevented from withdrawing funds.
• Removing a self-exclusion can only be implemented following the account holders request, whereby the player must:
  • Provide an explanation why the self-exclusion was requested.
  • Provide evidence that they are now able to manage their gambling safely and sustainably.
• When reopening an account, it is recommended that operators encourage players to utilise responsible gaming tools. The player may be granted access after at least a 24-hour cooling-off period for a definite exclusion, and 7 days for an indefinite exclusion.

Gaming Limits and Reality Checks

In-line with the Player Protection Directive (Directive 2 of 2018), operators must provide responsible gambling tools, to assist players in managing their gambling in a safe and sustainable manner. Whilst either Deposit or Wagering Limits are mandatory, operators are encouraged to offer further limits:

• Deposit Limits – Allows the player to limit the amount of money that can be deposited within a set timeframe; usually daily, weekly or monthly.
• Wagering Limits – Limit the amount of money that can be wagered within a timeframe. When calculating the amount wagered, bonuses and other player incentives need not be considered.
• Loss Limits – Allows a player to limit the amount of money that can be lost within a given timeframe; usually daily, weekly or monthly.
• Time Limits or Session Limits – These allow a player to limit the amount of time which they spend playing.
• During the player registration process, or before the first deposit, operators must provide players with the opportunity to set either deposit limits or wagering limits and ensure that the ability to set limits always remains available and easily accessible.
• Where limits are imposed on a player, consideration must be taken that any limits set are realistic to the players income and wealth.
• Any limit implemented can only be removed upon the player’s request or upon the expiry of the set timeframe. Should a player request more stringent limits, this must be effective immediately. Should a player request less stringent limits, this shall only be effective after at least 24 hours from the day on which the operator receives the request.
• Where a player applies multiple limits, the strictest limit must take precedence. For example, a player sets a €20 per day and a €40 per week wager limits. On day 1, the player wagers €20, and is prevented from wagering any further (the strictest limit is applied). On day 2, €18 is wagered. On day 3, despite the customer having a €20 per day wager limit, the player can only wager €2, as combined throughout the week, the player would have wagered €40, and so this becomes the stricter limit which must be imposed. The player is now prevented from wagering for the remainder of the week.
• Operators must offer players the ability to set a pop-up alert at certain time intervals. The alert shall suspend play and remind players to stay in control of their gambling. The alert must also provide statistics of the amount of time the player has spent playing, the amounts wagered, and any winnings/losses during the gaming session. The player must confirm that the message has been read and be given the option to end the session.