Frequently asked questions

It takes effect immediately across all your platforms, brands and products. The player cannot make new deposits or wagers and receives no direct marketing, but can still withdraw cleared funds. The minimum period is one year (or as the Responsible Gaming Policy prescribes) and cannot be revoked or shortened during the period chosen. Reactivation needs a documented written request from the player.

Advertising must be lawful, not misleading, and not aimed at minors, vulnerable people or self-excluded players. It must not present gambling as risk-free or as a solution to financial difficulty, must state bonus terms clearly, and must carry a visible responsible-gaming message. You are responsible for advertising by affiliates, agents, sponsors and influencers.

Funds must be segregated from company funds and held with a regulated bank, payment institution or e-money institution acceptable to the Commission. You must hold enough cash or equivalents to cover 100% of player balances, pending withdrawals and guaranteed prizes at all times, and may not use player funds as working capital, lend, pledge or invest them. Liabilities must be reconciled daily and safeguarding independently reviewed at least annually.

Players can request withdrawal of cleared funds at any time, and it must be completed within 5 working days after required verification and compliance checks, unless exceptional circumstances justify longer and the player is told why. You may not impose unreasonable conditions or require withdrawn funds to be wagered.

Under the Player Complaints Handling Guidelines: accept complaints at any time through electronic channels, acknowledge them promptly, investigate through authorised staff, decide within the Guidelines' timeframes and give the player written reasons. Keep records for at least 5 years after a complaint closes.

If a complaint is unresolved after two months, the player must be referred to an Approved ADR Entity. You must appoint at least one such entity and, within 3 months of starting operations, submit your ADR request and a signed agreement with it. ADR is free to the player and you bear the costs. Decisions are binding on you and must be implemented within the period they specify, or 14 days if none is set. The Commission itself does not decide individual player complaints.

You must run risk-based policies, systems and controls under the Regulations and the AML/CFT/CPF Guideline. Core duties are an enterprise-wide risk assessment approved by your board and reviewed at least annually, customer due diligence, sanctions and politically exposed person screening, transaction monitoring, staff training, suspicious activity reporting and record-keeping.

Verification must be completed for a single or linked transaction of EUR 3,000 or more (or the equivalent), and earlier where the law or your policies require. Enough information to identify the player must be collected at registration.

Training for directors, officers, employees and relevant contractors on appointment and at least annually. Independent review of your AML/CFT/CPF programme at least every two years, or more often if risk or the Commission requires. Records kept at least 5 years after the relationship or transaction ends. The MLRO reports to the board at least annually.