Committed to addressing illegal gambling and related criminal activities while minimising any potential harm on society, EL has developed a Standard that aims to promote the adoption of best practices across the EL membership: the EL Responsible Gaming Certification.

During this interview with Športna loterija, d.d., we hear all about the road to the fifth Responsible Gaming certification. Congratulations! 

Your lottery has been certified for the fifth time. How did the process differ from previous certifications? What are the biggest lessons learnt?

Standards are now somewhat more demanding and elaborate, while the certification process remains more or less the same, as the guidelines have been quite clear for all these years.

With each certification period, we gain more experience, as does our assessor, so we now know which chapters to focus on more, taking into account the "local" conditions in the gambling market, and especially sports betting, which is our core activity.

Given that responsible gambling has been an integral part of our business since our start and being a proud holder of the certificate for more than 12 years, this does not represent a major burden for us.

Maintaining high standards of responsible gaming is an ongoing process of improvement. Regular monitoring and adaptation of practices and policies is required. Regular training helps employees to recognize the signs of problematic gambling and to take effective action. Putting players at the heart of our policies and practices and striving for their well-being and protection is one of our most important tasks. This leads to long-term loyalty and trust in our services.

The betting and gaming industry is dynamic and requires rapid adaptation to new challenges and changes. Being flexible and adaptable is key to success.

Could you tell us about your progress since the first certification? What has changed and how did you grow and learn in the past 12 years?

The changes are primarily in the approach to responsible gaming. We are increasingly aware that it is becoming more difficult to compete with competitors operating from tax havens with lower taxes and offering online gaming or betting.

Therefore, any restriction we place to ensure responsible gaming can be a boon to such competitors.

That is why we are increasingly looking for a balance between restrictive measures and the revenue that finances the public good, in the firm belief that such responsible operation is long-term and worth more than "short-term profit".

Reaching the fifth certification is a huge achievement. Did you set yourself specific goals this time and did you reach your expected results?

Building on our previous responses, we would like to add that while we are very satisfied with achieving high compliance rates across all chapters, players have their own perspectives and views on gaming activities.

We have gained insights into these perspectives through regular anonymous surveys, which we compare and evaluate. The response is very high, and it is clear that players are particularly interested in the amount of winnings and the offers.

While they are aware of responsible and safe gaming, they have clearly expressed that they would react to certain restrictions by going to other operators.

Therefore, we have set ourselves the goal of focusing more on preventive measures, raising awareness among young people about the problems of non-chemical addictions, which also include excessive gaming.

In agreement with the institute responsible for this issue or experts in this field, numerous workshops are carried out for primary school pupils, as well as their parents and teachers. We are pleased to say that the responses have been extremely positive.

What was the most difficult part of the fifth certification and how did you overcome it?

After four certifications we have no longer a major challenge, the biggest challenge therefore now is the global trend of the widespread, unregulated gaming. This however also includes responsible gaming, but it is more of a formal process, and the practice is somewhat different.

What was the added value for your lottery in being certified for a fifth time? For example, how does it influence your daily business - retail outlets, product development, relation with stakeholders?

While we often mention in our stakeholder correspondence that we are an EL certificate holder, we believe this has become somewhat taken for granted. What it means and the effort involved is not of the highest interest to our players, whom we place at the heart of everything we do.

However, we are aware that responsible gaming strengthens our reputation, and we see this as one of the key points for our sustainable success and daily operations.

What advice do you have for EL Members concerning their (re)-certification process?

While each country and lottery has its own specificities, the same standards apply to all. To achieve the best possible impact of the standard, which will not just be formalized, you should dedicate yourselves to those chapters, depending on the environment in which you operate, whose fulfillment will bring the best effects for society.

As the saying goes, "Fair work always pays off."

Believe us, a commitment to responsibility and integrity goes a long way in building trust and brings long-term benefits to your players and your community.

https://www.european-lotteries.org/news/sportna-loterija-dd-achieves-5th-rg-re-certification