Training

Training for Retail Outlets

Our primary commitment to responsibility lies in promoting a culture of gaming as entertainment, free from excess. For this reason, we plan and structure educational and informational initiatives on the proper use of our products, promoting balanced and responsible gaming behavior across all gaming channels.
Our retail network plays a fundamental role in informing and raising awareness among players, serving as a key point of contact across the territory.

Since 2008, we have used an e-learning platform that allows all our Italian retail outlets to access training courses online at any time (24/7). At the beginning of 2025, the platform was renewed with the launch of MySisalBusiness, during which the content related to Responsible Gaming was updated and optimized to reflect developments in the company’s program.
Retail outlets are equipped with customer communication kits, designed to provide players with all the tools and information they need about Responsible Gaming. Informational materials are also available on all gaming equipment and customer displays (the screen on the terminal facing the player). These materials contain not only rules and game features but also information to deepen players’ understanding of the product, along with links to our digital channels. Visibility is also given to communications regarding the ban on underage gambling, warnings about the risks of problematic gambling, and information about the odds of winning.
In 2024, we introduced a new mandatory training program for all staff at our directly managed retail outlets and for owners of partner outlets. The goal is to maximize customer protection by increasing awareness of vulnerable player groups—particularly young adults aged 18 to 25—and teaching proper engagement strategies for young players who may be showing signs of problematic gambling. The training course is delivered through interactive learning cards, featuring written content, videos, and multiple-choice quizzes to verify understanding. In 2024, 100% of managers of both direct and partner specialized outlets completed the course, along with 98% of all staff in our directly managed outlets.

Employee Training

Raising awareness and training colleagues on Responsible Gaming and associated risks is central to our strategy.

We provide mandatory training on the Responsible Gaming Program and the importance of supporting a balanced, excess-free gaming model that protects vulnerable groups. In 2024, the basic Responsible Gaming course—“Responsible Gaming at Sisal – 2024 Edition”—was updated to reflect program evolutions and recent regulatory developments. The course is mandatory for all Sisal employees and has been extended to all Customer Operations staff at Sisal Albania as well..
Colleagues also receive ongoing updates on areas of intervention and new developments via internal communication channels, in order to promote greater awareness of the program’s central role and foster strong alignment with its principles and values. A quarterly newsletter is distributed to all Sisal Italy employees, along with monthly update sessions featuring the latest news on Responsible Gaming both in Italy and globally. These sessions share best practices, trends, initiatives, research, and events, sparking discussion and brainstorming to raise awareness and inspire new ideas.