Responsible Gaming at Online Casinos

Vulnerable Players

Methods have to be put in place by any online casino to enable players that are developing a gambling addiction, to set themselves limits to the amount of money they can spend. A self-exclusion section must be included offering advice and support.

Underage Gamblers

It is the responsibility of the online casino to verify the age of prospective gamblers when they apply for an online account. This verification process should be vigorous. The age of gambling customers is governed by legislation in the country where the online services are offered.

Money Laundering

It is the responsibility of the online casino to monitor their client accounts. They are required by law to report any suspicious transactions within an account.


The online casino must at all times maintain a strict privacy policy in relation to the personal details of their customers. They must not at any time disclose personal information to a third party without the express consent of the individual.

Customer Payments

Customers should be paid their winnings in a timely manner. The casino must retain enough cleared funds to be able to pay all winning bets and account balances.

Fair Gaming Policy

All software programs used in the online casino must be rigorously tested to ensure that the rules of each specific game are followed.


It is the duty of the online casino management to perform ethical and responsible marketing. All advertisements must be factually correct and not misleading. A casino is not allowed to target underage players or players who are identified as having an addiction problem. A casino is not allowed, again by law, to take part in direct marketing using the players’ personal details. The casino management must have full permission from the player to use their details. However, there might be another option from South Africa. It’s relatively new market for online gambling, but it grows really rapidly. In such a competitive environment there’s no surprise that some casinos apply for shady marketing techniques to attract new players. Luckily, most of them are responsible in this regard, but any new player should stay vigilant nevertheless.

Customer Feedback

There must be a comments and complaints department where customers can make observations or lodge a legitimate complaint. This must be resolved in one of two ways:

  1. Firstly through an internal complaints procedure.
  2. Secondly through the services of an independent third party.

This is normally called a mediation service.

Operating Environment

The management of the online casino must demonstrate that have sufficient internal controls and procedures that comply with terms and conditions of their granted license. Evidence should be provided to show that all internal payment systems and technical systems are operating in a safe and secure manner. They must also provide evidence that they can maintain operations in the event of a natural disaster.