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Responsible Remote Gambling MeasuresCEN Workshop Agreement 16259:2011
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CEN Workshop Agreement CWA 16259:2011: Responsible Remote Gambling Measures
European Committee for Standardization
European Committee for Standardization
Workshop ChairmanAndrew Beveridge eCOGRA Limited 2/F Berkeley Square House, Berkeley Square, London, W1J 6BD, United Kingdom Tel: +44 207 887 1480 Fax: +44 207 887 1481 Email: [email protected]
Workshop SecretariatMs Charlotte Mosies NEN Vlinderweg 6 2623 AX Delft Tel: +31 15 2690133 Email: [email protected] Web: www.nen.nl
CEN-CENELEC Management Centre Avenue Marnix 17 B-1000 Brussels Web : www.cen.eu
www.cen.eu
01/ The protection of vulnerable customers
• Theobjectiveistocombatproblemgamblingandtoensurethatgamblingtakesplaceinaresponsibleenvironment.
• The21measuresincludeclearandaccessiblecustomerinformationandtheabilityforplayerstoimposedepositlimits,self-exclusionorcooling-offperiods.
02/ The prevention of underage gambling• Theobjectiveistoprovidepracticalandeffectivemeansofpreventing
underageindividualsfromaccessingremotegamblingproducts.
• The14measuresincludeoperatorandthird-partyageandIDverificationaswellastheuseoffilteringprograms.
03/ Combating fraudulent and criminal behaviour• Theobjectiveistoprotectcustomersandoperatorsfromfraudand
criminalbehaviour.
• The16measuresincludetheimplementationandenforcementofstrictsecuritymeasuresandthereportingofanysuspectedtransactionstotheauthorities.
• Theyserveasacomplementtotheprovisionsofthe3rdanti-MoneyLaunderingDirective(Directive2005/60/EC).1
04/ Protection of customer privacy and safeguarding of information
• Theobjectiveistoensurethatprivacyandconfidentialityofcustomerinformationissecured.
• The6measuresincludethesecurestorageofcreditcarddetailsandaconfidentialityclauseinemploymentcontractsprohibitingtheunauthoriseddisclosureofinformation.
• ThemeasuresareincompliancewiththeDirectiveonDataProtection(Directive95/46/EC)andthee-PrivacyDirective(Directive2009/136/EC)asapplicable.
05/ Prompt and accurate customer payments• Theobjectiveistosecurethatpaymentstocustomersareprompt
andaccurate.
• The11measuresincludetheloggingofallinformationregardingreceiptsandpaymentsandtheuseofappropriatechecksandverification.
06/ Fair gaming• Theobjectiveistoensurethatallgamblingproductsofferedto
customersarefair.
• The22measuresincludeproperproceduresforensuringgamesarerandomandfair,andidentifyingsuspicioussportsbettingtransactionsandpatternswhichmightposeathreattotheintegrityofsportingcompetitions.
07/ Responsible marketing• Theobjectiveistoprovideassurancethatadvertisementscontain
factuallycorrectinformationandareneitherfalsenormisleading.
• The10measuresincludeensuringadvertisingisnotaimedatunderageindividualsanddoesnotsuggestgamblingisameansofsolvingfinancialdifficulties.
08/ Commitment to customer satisfaction and support• Theobjectiveistoprovideassurancethatcustomersareprovided
withanenjoyablegamingexperienceandthatpossiblecomplaintscanbeloggedatalltimesandareproperlyhandled.
• The7measuresincludeproceduresfortheproperhandlingofcustomercomplaintsandtheavailabilityofthird-partymediation.
09/ Secure, safe and reliable operating environment• Theobjectiveistoensurethatgamblingproductsareprovidedina
secure,safeandreliableoperatingenvironment.
• The27measuresincluderisk-basedinternalandexternalsecurityreviewsthatshouldbeconductedatleastannuallyorintheeventofmaterialchangesaswellasregulartrainingandawarenessprogrammesforcompliancepersonnel.
RESPoNSiblE REMoTE GAMbliNG MEASuRESToensuretheproperprotectionofthecustomeronasmanylevelsofgamblingas
possible,theCWAdefines9objectives.Fortheeffectiveimplementationofeach
objective,aseriesofdetailedmeasuresislaiddown.The9objectivesare:
Responsible Remote Gambling Measures
1 EUdirectivesreferredtoherearerelevanttoremotegamblingat25November2010.Theydonot constituteanexhaustivelistofEUdirectivesapplicabletogambling.
iNTRoduCTioN TheWorkshopAgreement“ResponsibleRemoteGamblingMeasures”isasetof134practicalmeasuresaimedatsafeguardingahighlevelofconsumerprotectionandensuringthatremotegamblingoperatorsbehaveresponsiblyintheEuropeanUnion.
ItwaspublishedinFebruary2011byCEN,theEuropeanCommitteeforStandardization,oneofthethreeEuropeanStandardizationOrganizationsofficiallyrecognisedbytheEU,withmembersin31Europeancountries.
CENWorkshopAgreements(CWA)areself-regulatoryagreementsmadebyandforstakeholders.ThecurrentCWAalsoinformspolicymakersofthestandardsrequiredtomaintainaresponsible,safeandsecureremotegamblingenvironment.TheCWAathandconcernsremotegambling;land-basedgamblingisnotincludedinitsscope.
Theworkwasproposedandundertakenbyawiderangeofexpertsandstakeholdersinvolvedindifferentaspectsofonlinegambling.ItwasformallylaunchedinMay2010,withmorethan25registeredparticipatingstakeholders.TheCWAisbasedonmorethan600specificcontributionssubmittedbyparticipants,andthedraftwasopentopublicconsultationoverathree-monthperiod.
TheCWAisvalidfor3years.Duringthisperioditcanbeupdatedorthepublicationcanberenewedforafurther3yearsifappropriate.
