Protection

Protection

Protecting our players—through the identification of problematic behaviors and the implementation of protection and prevention measures for vulnerable groups—is one of the core pillars of Sisal’s Responsible Gaming strategy.

Thanks to the research conducted on our online and retail customer base, we are able to anticipate and understand how our players’ behavior patterns evolve, allowing us to develop customized player protection actions aligned with their specific risk levels, leveraging technological innovation.

Since 2010, we have monitored the risk level of our games using GAM-GaRD, a tool capable of providing a precise risk assessment for each new game prior to its potential release on the market. The evaluation provided by GAM-GaRD is further enhanced through the involvement of a team of psychologists and international researchers who analyze both the structural characteristics of the game (such as duration, maximum winnings, frequency of draws, etc.) and its contextual elements (including accessibility of gaming locations, operating hours, etc.).

We have also revised our Game Design procedure by introducing—right from the product’s study and development phase—a risk classification system for gaming products, which takes into account the principles and risk factors defined in our Responsible Gaming Program.

Our commitment to digital safety focuses particularly on implementing technologies and tools that prevent minors from accessing online gaming, including internal controls starting from the account registration process. We also conduct identity verification using the central systems of the Italian Customs and Monopolies Agency (Agenzia delle Dogane e dei Monopoli), allowing us to validate players' personal information (including date of birth and tax code) in real time.

We provide a safe and responsible gaming experience through:
 
1. "What Kind of Player Are You?" Self-Assessment Test – Developed in collaboration with experts, this tool allows players to evaluate their gaming approach in real time and receive personalized advice.
 
2. "Useful Tips for Responsible Gaming" – Designed to promote an informed and mindful approach to gambling.
 
3. Account Statement Monitoring Tools – Allow players to track their financial transactions for up to the last three months.
 
4. Self-Limitation and Self-Exclusion Tools – Give players the option to impose temporary or permanent limits on their deposits and play time.
 
5. Advanced Security Tools – We prevent the fraudulent use of personal data and credit cards, and we are committed to anti-money laundering efforts, ensuring a high level of security across our websites.

High standards of player protection are also ensured in the retail channel, thanks to the essential role of our points of sale in informing and raising awareness about safe and responsible gaming behavior.

 

  • Inside our stores, informational materials are available regarding the ban on underage gambling, game rules and odds of winning, the risks associated with gambling, available support centers, and how to take the "What Kind of Player Are You?" test to assess one’s risk profile.

 

  • The “Safety Button” has been developed and made available on gaming terminals—an accessible and effective tool for communicating support services to at-risk customers.

 

  • In 2024, we also implemented a specific internal procedure to monitor attempts by minors to enter Sisal’s directly managed retail outlets. This monitoring strengthens our enforcement of the “no underage gambling” policy by introducing an internal reporting mechanism for every actual or suspected attempt to enter. All retail staff are required to carry out this monitoring on a daily basis.

 

  • Finally, our retailers take part in dedicated training courses on Responsible Gaming, aimed at raising staff awareness of the risks associated with gambling and providing guidance and practical tools to adequately support players who may be experiencing gambling-related issues.
    Training, proper display of informational materials, and thorough knowledge and application of player protection tools are essential requirements for obtaining Responsible Gaming Certification—a starting point in a continuous improvement process designed to ensure player protection and respect, while constantly creating new best practices in the field of Responsible Gaming.