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Insight


EUROPEAN CASINO ASSOCIATION Responsible Gambling Framework


During the ICE 2020 exhibition in London, the European Casino Association (ECA) released three new certifications according to the ECA Responsible Gambling Framework to Monte-Carlo Société des Bains de Mer, Westdeutsche Spielbanken and Merkur Spielbanken Sachsen-Anhalt, while Grand Casino Beograd renewed its certificate.


ECA’s members truly believe that adopting an ethical and transparent approach to their activities is the best way to protect its customers, which is one of the priorities of the Association. In this context, the ECA has developed the Responsible Gambing Framework, with the help of eminent researchers in the field of gambling addiction. Te Framework is of utmost importance to set an industry standard for the effective management of Responsible Gambling in areas ranging from awareness-raising and employee training to marketing and stakeholder engagement. Over the years, it has become clear how this framework is useful not only to protect vulnerable consumers, but also to set standards, and therewith add transparency and reliability to the licensed land-based casinos.


Te ECA Responsible Gambling Framework covers a number of key areas, including: employee training, player education, entrance policies, advertising and marketing, servicing alcohol, staff problem gambling, stakeholder engagement and reporting and research and awareness of risk factors and game design. It’s a comprehensive programme that is a serious undertaking for participates in the programme.


In the case of Monte-Carlo Société des Bains de Mer, work began in the spring of 2019 to comply with the certification process. SBM had been an active participant in the creation of the Responsible Gambling Framework, and so it was fitting that the organisation take an early adopter role. Seeing the certification not as a box to be ticked, but as a means by which to engage every member of its staff in the process, Director of Gaming at Casino de Monte-Carlo, Pascal Camia, explained that the it was very important for SBM to ensure that responsible gaming practices are fully integrated into the company’s culture of gaming.


“Te goal is to prevent harm in regards to the small percentage of problem gamblers and we have conducted staff training workshops in order to follow each of the 75 points within the framework,” explained Mr. Camia. “It was very important that each of the departments within


Monte-Carlo SBM takes its responsibilities seriously


Director of Gaming at Casino de Monte-Carlo, Pascal Camia, pictured with Aurelie Canolle, SBM’s Chef de Produit, and Per Jaldung, ECA President


SBM are fully invested and understand the importance of this undertaking. Where we have naturally and logically adopted practices in response to Responsible Gambling in the past, this certification process officially recognises the measures we have put in place.”


In the case of Monte-Carlo Société des Bains de Mer, whose philosophy has been to serve and entertain since 1863, it was very important for the company to understand fully how responsible gaming measures fit within its client offer. “We want to present the very best side of the gaming experience, but that’s not to shy away from our responsibility to ensure that we recognise the harm of addiction. We recognise the negative associations that problem gambling brings and understand that while entertaining our customers with the finest service and gaming experience, this also includes protecting them too. Problem gamblers represent a very small percentage of our customers, but we are here to take care of 100 per cent of those that come to play with us.”


Playing in a land-based gaming environment is first and foremost about entertainment. However, recognition and understanding must be part of the same customer service delivered by every team member, from the entrance through to the floor and management staff.


Having clear procedures in place to deal with any eventuality, with every team member fully appraised of their involvement in the process to serve, entertain and protect. “I think that this is a very good initiative, especially in regards to millennials,” outlined Mt. Camia. “I think it is very important for the new generation of players to understand that the casino industry is acting responsibly as regards the welfare of players.”


Understanding the warning signs of addictive behaviour is part of the ECA Responsible Gambling Framework and one of the first initiatives communicated across all departments within Monte-Carlo Société des Bains de Mer. Each stakeholder was made aware of the need to effectively communicate with customers and to recognise warning signs and flag issues directly with players. “We cannot substitute for the professional help that is available to our clients,” explained Mr. Camia. “However, we can direct them to the help they need, giving information and assistance as to where they can get the right help and to avoid the problems of addiction. We believe this is a very important initiative, not only in regard to the safeguarding of our players, but also in the fight against unregulated gaming, for whom these measures mean nothing.”


For more information on the ECA, visit www.europeancasinoassociation


NEWSWIRE / INTERACTIVE / MARKET DATA P39


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