European Gaming & Betting Association

European Gaming and Betting Association Standards

Objective

• preserve customer and stakeholder confidence in the industry;
• ensure that EGBA Members operate in accordance with the best practice and regulatory standards;
• address the perceived areas of concern raised in jurisdictions where a formal regulatory framework does not exist, or where only monopolies operate;
• substantiate commitment and compliance by consenting to rigorous annual independent assessments.

•  Providing customers with explicit information about the possible risks and harms of online gaming
• Providing a link to qualified sources of help
• Allowing customers to request the setting of betting/deposit limits
• Offering customers the opportunity to self-exclude
• Not providing credit to customers

• Prominently displaying a ‘no under 18’s’ or ‘no under 21’s’ sign on the homepage of the members’ websites, linking to a clear message about underage play 
• Advising parents regarding recognised filtering programmes, including a link to a recognised filtering programme to enable customers/parents to prevent minors from accessing gaming and betting sites
• Regularly monitoring underage gaming and betting by conducting random checks of customers to ensure compliance with age restrictions  

•  Introducing anti-money laundering policies and procedures to cater for the identification, escalation and reporting of unusual or suspicious activities, including investigating material or unusual deposits, withdrawals and customer accounts where little or no gaming or betting activity takes place
• Logging of all information regarding changes to customer details and requesting appropriate verification documentation for significant changes (e.g. changes to customers’ names and banking details)
• Introducing anti-money laundering practices including the provision of suspicious transaction reports to the relevant national financial investigation unit and international institutions

• Protecting confidential customer information from unauthorised or unnecessary disclosure
• Ensuring privacy and confidentiality: customers will be informed on EGBA members’ websites about the exact terms and conditions of the member’s privacy policy

Principle 5: PROMPT AND ACCURATE CUSTOMER PAYMENTS

•  Ensuring prompt and accurate processing of payments subject to appropriate and necessary checks and verifications
• Allowing customers to open only one account, by providing the following minimum information: name, age, address, unique username and password.

Principle 6: RIGOROUS INDEPENDENT ASSESSMENT OF PRODUCT FAIRNESS AND RANDOMNESS

• Implementing a product testing policy, approved and supported by the EGBA member’s senior management, which will provide for the internal and external testing of all products for fairness and randomness

Principle 7: ETHICAL AND RESPONSIBLE MARKETING

• Ensuring that advertisements shall not entice the underage to bet, and shall not be displayed in media that is clearly targeted at the underage
• Ensuring that advertisements only contain factually correct information and avoid misleading information
• Ensuring that members do not knowingly engage in the distribution of unsolicited advertisements (i.e. SPAM) either directly or through a third party

Principle 8: COMMITMENT TO CUSTOMER SATISFACTION AND SUPPORT

• Giving customers the opportunity to log complaints and disputes on a 24/7 basis
• Ensuring that an independent third party shall be available for mediation or resolution of disputes received from members or their customers

Principle 9: RESPONSIBLE PRACTICES UNDERPINNED BY A SECURE, SAFE AND RELIABLE ENVIRONMENT

• Having a legal operating license from a reputable European regulatory authority
• Having an independent third party assessing on an annual basis the EGBA members’ compliance with the standards
• Having EGBA members commit to an annual audit of financial statements and accounts performed by a reputable external audit firm

To access the EGBA Standards click here

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