ROGA Sets New Standards for Responsible VIP Programs
The Responsible Online Gaming Association (ROGA) has introduced a set of responsible gaming guidelines for its member operators to implement in their VIP player programs. This move is in response to growing concerns about the potential risks associated with loyalty programs and rewards in online gaming.
LISTEN TO THIS ARTICLE:According to ROGA, VIP programs should strike a balance between rewarding loyal players and promoting responsible gaming habits, including the use of tools and resources that help players set limits.
The body added that its evidence-based recommendations combine proactive education, personalized engagement, and regular assessment and will help strengthen its members' existing VIP policies.
First, ROGA suggests regular RG training for VIP hosts to identify signs of problematic play and provide support.
The association also urges operators to leverage technology to detect potential signs of problem gambling behaviors like frequent deposits, prolonged gaming sessions, and several unsuccessful withdrawal requests. Upon identifying potential issues, operators should report cases to a responsible gaming specialist for individualized review and support.
The second guideline involves promoting responsible gaming messaging to VIP players through multiple channels and establishing protocols for VIP host engagement. Operators should refrain from offering bonuses or incentives to VIP players who are self-excluded, on cool-off, or have been banned or suspended. All VIP players should also have the option to decline or opt out of VIP promotions.
Additionally, operators should give VIP players access to their own player data, including deposits, wagers, and withdrawals, to help them track their financial activity and make informed decisions. VIP players must confirm their awareness of responsible gaming tools when they join the program and should get regular reminders to help them gamble responsibly.
Lastly, ROGA advises its members to review their VIP player program management annually and gather feedback from players and hosts. Operators are also enjoined to stay informed about new responsible gaming tools and resources.
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Established in March 2024, ROGA has eight members, including FanDuel, DraftKings, BetMGM, Fanatics, PENN Entertainment, bet365, Hard Rock Digital, and Bally's. Together, these companies account for around 90% share of the legal US online gaming market.
Some of these operators, including DraftKings and BetMGM, have faced lawsuits from players, who claimed that the sportsbooks used deceptive practices to mislead them into spending more than they intended on their platforms.
In April, Baltimore sued FanDuel and DraftKings, accusing them of using misleading ads and exploitative VIP programs to retain problem gamblers.
ROGA noted that its members have independently pledged to adopt the new guidelines within a commercially reasonable timeframe.
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