eCOGRA eGAPs Revised to Meet Common Regulatory Trends

New requirements meet nine key European criteria for operators

The independent player protection and standards body eCOGRA has published a revised version of its widely respected Generally Accepted Practices (eGAPs) at www.ecogra.com/egap in a move that positions the organisation’s accredited operators at the forefront of European regulatory development.

The eGAPs provide a professional framework for safe, fair, efficient and responsible business activity and provide guidance for the 153 tier one online gambling sites accredited by the London-based organisation.

Andrew Beveridge, the chief executive of eCOGRA, says that the revisions have been undertaken mainly to ensure that eCOGRA’s requirements encompass the CEN Responsible Remote Gambling Measures, but that the eGAPs are also a comprehensive and valuable guide that will meet the appropriate requirements of most regulatory authorities.

"The regulatory landscape now evolving in Europe has seen a growing number of nations opting for a competitive but strictly regulated online gambling market, and decisions are likely to be increasingly informed by the required measures of the CEN Workshop Agreement which were framed earlier this year," Beveridge explains.

"By aligning our eGAPs with these recommendations, which cover nine key areas of activity, we not only provide a relevant and current roadmap to our accredited sites, but offer an expert framework useful to other operators committed to meeting requirements that are largely common to most regulatory initiatives," he added.

"Operators who have achieved eCOGRA seal status should comply with the latest developments for CEN Responsible Remote Gambling Measures."

CEN is the European Committee for Standardisation, one of three European Standardisation Organisations officially recognised by the European Union (http://www.cen.eu/). CEN inter alia draws up voluntary technical specifications, such as a CEN workshop agreement, to help facilitate a single market for European industry and consumers across its members in 31 European countries.

The 9 areas covered by the CEN Workshop Measures are:

• 1. The protection of vulnerable customers
• 2. The prevention of underage gambling
• 3. Combating fraud
• 4. Protection of privacy
• 5. Fair gaming
• 6. Accurate customer payments
• 7. Responsible marketing
• 8. Customer satisfaction
• 9. Safe operating environment

Some 134 detailed requirements under these headings are included in the recommendations and have been enshrined in the revised eCOGRA document.

The recommendations were developed through consensus across a wide range of remote gambling stakeholders – from experts on problem gambling and players to industry representatives and addiction and criminology academics – illustrating a real desire to work together to ensure that consumer protection issues are fully addressed as important EU developments unfold.

About eCOGRA

eCommerce and Online Gaming Regulation and Assurance (eCOGRA), an independent UK based organisation, is the leading supplier of compliance and advisory services in the areas of player protection, fair gaming and responsible operator behaviour to stakeholders in the remote gambling industry.

In 2011 alone eCOGRA will conduct almost 100 operator and software supplier compliance reviews against eCOGRA’s eGAP Requirements, the European Gaming and Betting Association (EGBA) Standards and various jurisdictional regulations. Monthly payout percentage and randomness reviews will be performed for over 300 remote gambling sites.

These services are provided to many of the industry’s leading operators, including 888, bwin, PartyGaming, The Palace Group, Ladbrokes, Unibet, Fortune Lounge, 32Red, Partouche, Expekt and BetClic.

About CEN

The European Committee for Standardization (CEN) is a business catalyst in Europe, removing trade barriers for European stakeholders such as industry, public administration, service providers, consumers and other stakeholders. Its mission is to foster the European economy in global trading, the welfare of European citizens, and the environment. Through its services CEN provides a platform for the development of European Standards and other specifications.

CEN’s 31 National Members work together to develop voluntary European Standards (ENs) in various sectors to build a European Internal Market for goods and services and to position Europe in the global economy. By supporting research, and helping disseminate innovation, standards are a powerful tool for economic growth. More than 60,000 technical experts as well as business federations, consumer and other societal interest organizations are involved in the CEN network that reaches over 480 million people.

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In her responsible gambling reportage to eCOGRA’s Independent Directors this month, Fair Gaming Advocate Tex Rees reveals that last year the player protection organisation carried out responsible gambling training at operator bases instead of at its London head office.

Eight international operator and software provider bases were visited by the eCOGRA team for the full day sessions, which trained a total of 268 employees, Rees reported.

Typical training sessions included:

"We used to host the training at a single location with a small number of delegates attending from a number of different operators," Rees notes. "The delegates were then tasked with training their staff when they returned to their companies.

"We now provide this important training at operators’ sites as a far more cost effective way to reach more employees directly and properly train those who are on the front line and are most likely to initially deal with problem gamblers.

"This also allows staff to discuss problems they have experienced in specific circumstances and receive professional feedback. The training is designed particularly for staff who interact with customers, such as call centre representatives and VIP department employees, but is also of value to staff in the marketing, retention, fraud & risk departments," she said.

"Delivering the training at the operator’s premises additionally helps us to customise the training to the operator’s brands and to meet any specific needs that have been noted at that level."

Taking the initiative to the front line has been a popular move, according to a number of complimentary assessments from operators. A typical report from a Betclic employee attending the course assessed the course as being informative and interesting.

"It definitely deepened my understanding of spotting the triggers for problem gambling and confirmed the importance of making available a range of responsible gambling tools for vulnerable players," the delegate wrote.

Andrew Beveridge, chief executive officer of eCOGRA, said that training staff to deal professionally and sensitively with responsible gambling issues was a critical element in any gambling environment, and was regarded as a priority in the eCOGRA standards for best operational practice.

"The percentage of gamblers who develop a problem may be relatively small – around 2 percent – but these are vulnerable members of society and they deserve appropriate and sympathetic but firm treatment by properly trained staff," he said. "These training initiatives have proved increasingly popular, and we expect to extend our coverage in this area further in the future."

Live dealer provider Evolution Gaming, which has offices in London, Malta and Stockholm and high tech Internet video-streaming studio facilities in Latvia, has become one of the first in its sector to achieve the high standards required for the eCOGRA Certified Live Dealer Seal.

The company is an acknowledged leader in its sector, and counts many major European Internet gambling operators among its clients, including 888, Bet-At-Home, Expekt, Gala Coral Group, Ladbrokes, PaddyPower, Party Gaming and Unibet.

Explaining the significance of the Certified Live Dealer Seal, eCOGRA CEO Andrew Beveridge said this week that the relevant eGAP or international best practice standards required had been specifically designed for the distinct nature of live dealer operations, in which live games are streamed over the Internet in real time from casino studio environments managed by pitbosses and staffed by croupiers.

"The genre differs from the more common and purely software-powered online casino concept in that it features live staff using real gambling devices and tables," said Beveridge. "This requires a very specific set of operating standards and requirements to ensure absolutely fair, safe and independent gaming in which both hardware and software systems are reviewed.

"Along with our usual tests for problem gambling and dispute facilities, we also look at anti-money laundering systems, staff training, operator probity, player information security, staff access to sensitive areas, the retention of video recordings of all sessions, collusion controls and overall game statistical performance on the roulette, baccarat and blackjack games offered."

Chartered Accountant Gareth Muirhead, who spent several days in Riga, Latvia conducting the review, said that his compliance plan had included the examination of both return-to-player and RNG elements, and ensuring that eCOGRA’s Total Gaming Transaction Review system was securely in place, continuously monitoring all gaming activity.

"Evolution Gaming operates a very tight ship, and the cooperation of chief operating officer Svante Liljevall and the technical and operational staff in Riga was outstanding," Muirhead wrote in his report to the Independent Directors controlling the issue of eCOGRA seals.

Congratulating the management and staff in Riga on achieving the eCOGRA accreditation, Evolution Gaming chief executive officer Jens von Bahr said: "As a company we have always tried to lead rather than follow, and I am delighted that you have been successful in satisfying a tough but very practical set of international best practice standards.

"This can only boost our confidence in the commercial arena, knowing we are among the first to successfully put our technology, systems and people to this type of rigorous test."