Faq
Questions and answers about Sisal Group
Sisal was born out of the dreams and intuitions of three sports journalists, Massimo Della Pergola, Fabio Jegher and Geo Molo, who together, on September 3, 1945, established the first Italian company to operate in the gaming sector with a government licence.
On May 5, 1946, the first Sisal Schedina or football pools coupon was played, marking the start of the football match prediction competition that came to be known as Totocalcio.
Over the years, Sisal has invented a number of successful games in addition to Totocalcio, including Totip and the more recent SuperEnalotto and Win for Life.
For info: www.unastorianatapergioco.sisal.com
In recent years, leveraging a network of over 45,000 points of sale spread in a close-knit network across all Italy, the Group has set a diversification process in motion as a result of which it is now one of the main players on the payment services market with the SisalPay brand.
For info: https:/www.sisal.com/eng/offering
For info: https:/www.sisal.com/eng/investor-relations/financials
Values
Sisal’s values are:
- We play as a team
- We respect and care for our customers
- We believe in people and their diversity
- We are responsible and excellent
- We innovate to grow
Vision
"To make people’s lives easier and more enjoyable".
Mission
"To provide the best offering of gaming, entertainment and services products, responsibly and sustainably over time"
The Values, Vision and Mission embraced by Sisal guide its ethical behaviour, business conduct and relationships with the main stakeholders, and with the Institutions and its customers and collaborators in particular.
For info: https:/www.sisal.com/eng/sisal-group/about-us/vision-and-mission
The main change to the corporate structure was the arrival of Schumann S.p.A. as the new holding company.
For info: https:/www.sisal.com/azienda/governance
For info: https:/www.sisal.com/eng/governance/governance-system
Economic sustainability has the goal of ensuring long-term growth that creates lasting, shared value for all Stakeholders.
The main targets of social sustainability are: consumers, through a responsible gaming model that is balanced and moderate; the community, with projects developed in four areas; and its own collaborators, with a people strategy that promotes talent, diversity and the work-life balance.
The practical consequences of environmental sustainability policy are measures to reduce environmental impact.
Per tutte le info: https:/www.sisal.com/eng/sustainability/sustainability
Sisal works in a sensitive market and our first commitment is to promote a responsible approach to gaming that is balanced, aware and based on the most advanced standards in the sector, as is periodically certified by the European Lotteries and the World Lottery Association.
Our main goals are to prohibit minors from gaming, to prevent compulsive gaming, to provide orientation for problem players, and to offer assistance to the most vulnerable of them.
On the training front, Responsible Gaming is one of the subjects studied by all Sisal employees and point of sale network staff.
The company also monitors how risky games are and finances market research to learn about the extent of the phenomenon and identify the best measures to deal with it.
For info: https:/www.sisal.com/eng/sustainability/responsible-gaming
A sustainable approach
Right from the outset, Sisal’s growth and actions have been characterised by a sustainable approach that is an integral part of the company’s history, vision, mission and values.
Dialogue, transparency, responsibility and innovation: these are the pillars on which the company was founded and which for seventy years have shaped Sisal’s corporate culture and guided its strategy in the implementation of socially valuable projects and initiatives, in the promotion of Italy’s development and in the growth of its people and stakeholders.
Carrying on an open and transparent conversation with its stakeholders is an asset for Sisal, because it is through mutual exchange that shared needs can be identified and business and sustainability initiatives launched that create value both for the company and all stakeholders.
As Italy’s leading gaming industry player, Sisal is firmly convinced that gaming is and should continue to be fun. With this conviction, Sisal associates its business objectives with a commitment to promoting the company’s Responsible Gaming programme, which is based on an awareness of players, on protecting vulnerable consumers and on the fight against crime.
Our ongoing focus on customers has always driven Sisal to strive for improvement. The digital revolution that has swept through Italy has set us new challenges in terms both of consumer protection and of making everyday life simpler, and Sisal has decided to respond to these challenges both by developing its own payment services channel, as well as by embarking on various certification processes.
These strategic pillars represent a starting point in defining the sustainability issues Sisal regards as most important.
Priorities
Each year Sisal performs a structured materiality analysis to identify all the most important issues for the company and stakeholders, with a view to defining the best strategies, objectives and projects to create sustainable value for everyone.
These priorities are determined on the basis not only of stakeholder expectations and business analysis, but also on studying the setting in which Sisal works, so making the company’s operations more effective in its pursuit of shared development.
The materiality analysis process
The materiality analysis is performed in compliance with the G4 guidelines issued by the Global Reporting Initiative (GRI) and based on the careful study of both internal and external sources, which are monitored periodically to keep the map of the issues involved up-to-date.
The subjects identified in this process are examined by the Sustainability Committee, which supervises the preparation of the Sustainability Report each year, and by the Management representatives directly involved in each of them.
The potentially material issues are then grouped into macro areas, which are classified according to their importance on a scale of three (“high”, “medium”, “low”) and used as the basis for sustainability reporting.
This process has identified seven material areas for Sisal that underpin sustainability reporting and are used to determine the set of indicators involved.
The material issues and indicators are subject to periodic monitoring by the Sustainability Committee to ensure that they are kept up-to-date and that the Sustainability Report gives a true picture of them.
The importance of relations
Sisal is a company born of the determination shown by three journalists to re-establish a common purpose and strengthen a country destroyed by the war.
Against this backdrop, it was decided to leverage business relations for mutual enrichment, support and growth.
Today, Sisal still regards its relationship with all stakeholders as one of the cornerstones of everything it stands for, and each year the company embarks on a process of listening and talking to all stakeholders to define the main strategies, goals and initiatives to invest in to generate value for everyone.
Sisal’s values and its relationships with all the main stakeholders are defined in the Code of Ethics and Conduct.
Stakeholder commitments
CUSTOMERS
Gaming Area
Promote and enforce the Responsible Gaming Programme, also working in synergy with the Public Regulator, in compliance with the highest international standards and the certifications obtained to guarantee transparency and security for vulnerable consumers.
Initiatives developed for Gaming area customers (link)
Services Areas
Simplify payment management for the general public, guaranteeing maximum transparency in the way services are provided and technology infrastructure is innovated, also in conjunction with businesses and institutions.
Initiatives developed for Services area customers (link)
EMPLOYEES
Spread a collaborative corporate culture based on Sisal’s Values and on a good work-life balance, promote the value of the contributions made by women in the company, encourage corporate diversity, establish training paths at every level and introduce talent development programmes.
COMMUNITY
Create opportunities for training, socialising and integration, with a special focus on sport, education, talent, art & culture, and support for scientific research, by entering into partnerships with qualified associations in the world of culture and scientific research.
DISTRIBUTION NETWORK
Establish a partnership based on excellence and integrity for: better point of sale promotion of the Responsible Gaming Programme; the innovation of technology infrastructure; constant updates and training across the Sisal Network; the monitoring of the Sales Force; and support for retailers in efficient point of sale management.
REGULATORY AUTHORITY AND INSTITUTIONS
Ongoing collaboration with the Italian Ministry of the Economy and Finance, the Customs and Monopolies Agency, Public Institutions, Local Authorities and Trade Associations to ensure the protection of players and uphold the values of security, lawfulness and transparency in the gaming industry (fighting illegal gaming and the total prohibition of gaming for children).
SHAREHOLDER
Provide guarantees both of a Corporate Governance structure based on the values of integrity, transparency and responsibility, as well as of open dialogue, based on equal disclosure treatment for all categories of shareholders.
BANKS AND THE FINANCIAL COMMUNITY
Maintain an ongoing relationship with banks and the financial community, in such a way as to ensure long term financial stability.
BUSINESS PARTNER
Establish relations and partnerships addressed to innovation and value creation, to the promotion of the principles of integrity, trust and respect, and to monitoring and assessing the quality of supplies, services and performance.
TRADE ASSOCIATIONS
Through the active involvement of sector operators at national and international level, consolidate an approach based on the principles of sustainability, lawfulness, safety and security, transparency and professional ethics. Renew international Responsible Gaming certifications annually.
Involving people
Human capital is a fundamental pillar for Sisal in pursuing the Group’s mission to achieve the targets set. Sisal’s employees are characterised in the first instance by a sense of belonging to a unique community, interconnected by strong ties and shared goals, which are the values that inspired the founders when they coined the name “Sisalisti” (Sisalists).
Today, seventy years after the birth of that ambitious project, Sisal’s people continue to work with passion to ensure that the company sets an excellent example of returning value to the community and all stakeholders. That is why Sisal regards promoting the full value of this capital as extremely important.
The approach adopted by Sisal considers three specific areas for action:
Provide work-life balance incentives by promoting flexible working and reconciliation tools (e.g. smart working) and promoting an integrated corporate welfare model that includes People Care and Mobility Management services.
Promotion of and support for diversity management in terms of both gender (through initiatives to promote the contribution of women in the workplace) and age (encouraging exchange and contamination between different age bands in the corporate population). Reinforcement of corporate identity through projects to promote the value of the company’s cultural and historical heritage.
A conversation with the retail network
Sisal believes in the development of and dialogue with its retail network to effectively promote the values of sustainability and social responsibility.
For this reason, the entire distribution network receives training and is engaged constantly in the development of a retail strategy that is increasingly closely aligned with customers’ needs and expectations.
The 44,870 points of sale in the network are split into an online channel and two bricks & mortar channels, one branded (Sisal Wincity, Sisal Matchpoint and Sisal Smartpoint) and the other affiliated.
Direct dialogue with the network is in three areas:
A dedicated service with controlled access (for maximum confidentiality) and a network of expert operators who receive ongoing training.
- 96% replies given to retailers by the Contact Center service
- 98,4% calls resolved during the first contact
- 99,9% vs. standard service levels (SLA, Service Level Agreement)
The web portal, which is managed by the Trade Marketing team, is designed to offer Sisal retailers as much freedom as possible in terms of how they connect to retrieve information about Sisal products, including from tablets and mobile devices. It also provides all contest data, the retailer’s accounting data and the latest point of sale posters.
Point of sale terminals are sent daily updates about numerous novelties, including new product launches and special initiatives, winnings, competition reports and charity initiatives. Terminals can also be used to send pop-up messages for immediate communication needs.
Supplier collaboration
Specifically, the qualification procedures entail:
- an assessment of the compliance of tools, materials, services and performance levels with the requirements stipulated in contracts and orders;
- half-yearly analysis and monitoring of any deviation from agreed service levels (Service Level Agreement - SLA).
Community support
In 2009, Sisal’s commitment to Social Sustainability produced a long-term Community plan in which a fundamental role is played by planning and the realisation of projects on a joint basis with qualified partners.
The Group’s focus on the Community involves projects to support sport, talent, culture and scientific research.
The strategic community support areas in the CSR Programme on which Sisal Group has focused its investments are:
- Education and talents: new context, opportunities and training methods to develop talent uovi contesti, opportunità e modalità formative per lo sviluppo del talento
- Art and culture: projects and events seen as opportunities for relational growth and positive socialisation
- Sport: activities that promote the positive values of sport
- Sisal Network for scientific research: solidarity campaigns produced with the involvement of the Sisal Network
Education and talents
Promoting the value of talent and educating the younger generations to build tomorrow’s world is a vital commitment for us. Sisal believes in young people, in their talents and in their capabilities, because they represent the key to fair and sustainable development.
FIABA
For the seventh year running, Sisal has partnered with FIABA for the “National Fiabaday to eliminate architectural barriers”. This year’s event promoted innovative initiatives to remove all barriers (physical, psychological and cultural) and spread a culture of accessibility.
Fondazione ItaliaCamp
A founding member of Fondazione ItaliaCamp, Sisal promotes social innovation initiatives and plays a frontline role in providing support for training new individual and collective leaders who work in real terms for the good of the country, by promoting ideas that focus on the public.This year Sisal’s partnership with ItaliaCamp saw us involved in particular in the creation of a model of strategic interaction between the public sector, business and the third sector, with the aim of generating initiatives that have an economic impact and produce social innovation in the country.
Color Your Life
The Color Your Life Foundation has a mission to promote the value of young talents in the fields of art, science and the professions, because it is through their growth that a more robust society open to change can be built. Together with the foundation, Sisal promotes COLORBandi, or competition announcements for the purpose of gathering original ideas about various macro-issues (including Italian traditions, the sea, dreams, tourism, etc.) that promote the value of the candidates’ aspirations, dreams and capabilities. The winners will be given the chance to take part in the COLORCampus, a talent enrichment training initiative.
Culture
Piccolo Teatro di Milano
Since 2009, Sisal has been offering the Piccolo Teatro di Milano its support for initiatives that provide opportunities for young people to meet cultural leaders.
In particular, Sisal is Special Partner to Chiostro Nina Vinchi di via Rovello, in Milan, which is a favorite meeting point where young people, students and theatre lovers can socialise.
In the framework of its partnership with the Piccolo Teatro, Sisal is also a promoter of the “A teatro con Sisal” initiative, which has the goal of spreading the culture of theatre and sharing a passion for it among employees.
Sport
In Sisal, sport rhymes with fun and fair play. The positive values associated with sport are the same values on which Sisal has built its development programme for local initiatives in recent years.
Sisal and AS Roma football club support the Liberi Nantes association, which promotes the values of friendship, sharing and debate among refugees and asylum-seekers.
We All Football
This project consists of a battle of banners between the male and female worlds, with the aim of demonstrating that passion and expertise have no prejudices and that sport cannot be reduced to a question of gender. Sisal is also committed to building a sports facility for Rebibbia Prison, with a view to promoting women’s football behind bars. Fundraising
The fight against cancer in women - AIRC
“Pink is Good” - Veronesi Foundation
For the sixth year running, Sisal has promoted the “Pink is good” initiative across its network to support scientific research in the fight against breast cancer. A total of €11,675 was raised in 2016.
#presente Telethon
Finally, Sisal employees also made their own contribution to scientific research and at Easter set up a stand to sell fair trade chocolate Easter eggs and so raise funds for the Italian association for the Fight Against Neuroblastoma and childhood cancer, with a special focus on brain tumours.
Responsible Gaming
Sisal is aware of the role it plays in society and of its responsibilities in ensuring that gaming remains fun. Specifically, it regards protecting players from problems relating to gaming addiction and children’s welfare as issues of primary importance, for which it reserves its greatest efforts.
The Responsible Gaming Programme, Gioca il Giusto (Play Right), has been introduced with the aim of building a shared model of secure and reliable gaming that revolves around entertainment, the prohibition of gaming for children and the prevention of problem gaming.
The Gioca il Giusto Programme has eight areas for action, involving not only players, but also employees, the retail network, commercial partners, the Institutions, public entities and industry operators to maximise the commitment to guaranteeing protection for customers and the most vulnerable consumers in particular:
1. Case studies and Research: analysis and monitoring of the size, configuration and external perception of the gaming phenomenon;
2. Game development: mechanisms to assess and monitor the level of social riskiness of each new game before its launch on the market;
3. Human resources training: training activities to sensitise and inform all employees about the areas of action covered by the responsible gaming programme;
4. Distribution network engagement: initiatives to promote and disseminate the Responsible Gaming Programme at all points of sale;
5. Responsible commercial communication: approval and certification processes for communication campaigns;
6. Player education and sensitisation: information and education activities addressed to customers on the correct use of Sisal products;
7. Remote gaming: prevention mechanisms (self-limitation and self-suspension) and monitoring for remote gaming;
8. Assistance for problem players: assistance services for problem players.
Certifications
In 2015, Sisal continued to develop the Responsible Gaming programme in full compliance with the strict international standards defined by European Lotteries and the World Lottery Association at maximum certification level four.
Since 2011, the Responsible Gaming Programme, which now covers the entire gaming offering, is certified every three years by these two international associations, which testify to the observance and implementation of actions in full compliance with the Responsible Gaming Standards.
These certifications, obtained after an independent assessment by PWC (PriceWaterhouse Cooper) recognise the company’s efforts and the model it has introduced to protect consumers by ensuring that its gaming offering is responsible, legal and safe.
European Lotteries (EL) - www.european-lotteries.org - is an independent association of European state lotteries and gaming operators which works to fight illegal gaming and to promote a sound and sustainable gaming model.
Further details on the European Lotteries website
World Lottery Association (WLA) is an organisation which represents the world’s top gaming operators and supports the activities of certified members, from whom it requires a strong commitment to ensure the highest possible standards of corporate responsibility,Further details on the World Lottery Association website
Responsible Communication
Sisal is aware of the impact that incorrect communication could have on the general public.
That is why the company places great importance on the development of advertising messages that are responsible, correct and sensitive, both internally and at gaming system level.
At corporate level, Sisal has introduced Guidelines for the Development of Advertising Campaigns, an internal procedure addressed to regulating verification and approval activities at Group level for its communication campaigns, in such a way as to ensure compliance with rules and regulations on responsible gaming materials.
In addition, since 2014, Sisal has commissioned third party auditing to verify that its communications comply with provisions on the protection of children.
More than internal policies: Sisal organises training courses on an ongoing basis for partner communication agencies about responsible gaming issues, with the aim of keeping them up-to-date on new regulations and limitations and so making sure they work in line with applicable standards of correctness and responsibility.
At gaming system level, Sisal maintains regular relations with the industry’s regulatory institutions and bodies, with a view to the development of increasingly stringent rules to protect consumers.
One of Sisal’s most important partners in this area is the Italian Advertising Self-Regulatory Institute, with which in 2015 it defined a regulatory framework (the “Guidelines for the Commercial Communication of Games with Cash Prizes") that is more systematic and stringent on game advertising for operators, but able to ensure better protection for consumers and give them a greater awareness of their rights.
In 2016, these industry regulations were further strengthened by the entry into force of the Legge di Stabilità [Stability Law], which as well as establishing parameters and limitations on gaming very similar to those envisaged by the IAP Code, also introduced a ban on broadcasting advertisements for games with cash prizes between 7am and 10pm, every day, during general interest radio and television programmes.
Player education and sensitisation
Sisal, as a leading gaming industry business, is aware of the importance of providing consumers with information and education opportunities about using the product, with a view to the ongoing promotion of safe and balanced gaming behaviour.
Activities are performed in parallel on two levels: in local areas, through the retail network, and on digital channels.
Local initiative
As the points of first contact with customers, local retail points are provided with all the tools best suited to providing good and fair communication about responsible gaming through customer displays (latest generation terminals provided with monitors) and all the POS dressing materials, be they specifically related to responsible gaming or to the year’s promotional initiatives.
All gaming materials at retail points contain the following:
- the features and rules of the game;
- detailed information about the product;
- the probabilities of winning in the various categories;
- communications about responsible gaming;
- the wording “Gaming is prohibited for minors and may cause addiction” and the logo of the Italian Agenzia delle Dogane e dei Monopoli (Customs and Monopolies Agency), the “Gioco legale e responsabile” (Legal and responsible gaming) logo, the “Gioca il Giusto” (Play Right) logo, the +18 logo and the concessionary company’s logo (all mandatory).
The website headers and/or footers contain the clearly visible wording “Gaming is prohibited for minors and may cause addiction” and the relative logos.
The websites also contain a section dedicated entirely to Responsible Gaming, with:
- useful information for players about the rules of the game, the probability of winning and the prize structure;
- detailed information about initiatives to protect minors and about compulsive gaming and gambling;
- contact details for the service addressed to problem players (free phone number and FeDerSerD service contact details);
- advice in the form of the Ten Rules for the Responsible Player, which promote a healthy approach to gaming;
- the “What sort of player are you?” self-assessment test, developed with the help of experts to check on your approach to gaming in real time and offer suggestions.
10 Rules for the Responsible Player
The 10 rules for the Responsible Player, which have been prepared with the help of experts and can be found online and at Sisal points of sale, help players adopt an aware approach to gaming and gambling.
These 10 Rules are the inspiration for Mr. Smart, the web series consisting of 10 episodes designed to communicate the 10 rules of responsible gaming and gambling in an appealing tone of voice and in a way that encourages player interaction.
Mr. Smart, the main character in the web series, experiences the exaggerated and tragicomic consequences of irresponsible gaming and gambling, as well as reaping the benefits of an aware and balanced approach.
Here are the rules for the responsible player:
Episode: Eros: Only gamble to have fun
Episode: The bicycle: Only gamble amounts you can afford.
Episode: The knife thrower: Don’t borrow money to gamble.
Episode: Mum’s cake: Don’t interpret everything that happens as a tip.
Episode: The mechanic: Don’t lie about how much you spend on gambling.
Episode: Mickey Mouse: Decide how much time to devote to gambling.
Episode: The mother-in-law: Don’t neglect your family and friends.
Episode: Inga: Don’t gamble after drinking.
Episode: The birthday: Don’t gamble when you feel lonely.
Episode: The jockey’s diet: Don’t think about gambling repeatedly.
Tips for players
Sisal guarantees transparency and provides support in the form of information to help people adopt a safe and protected approach to the world of gaming.
Questions and answers
Question: Can lucky charms and superstitious rituals improve my chances of winning?
Answer: No. The outcome of game play never depends on superstitious rituals performed while playing. The probability of winning is always the same. When you play, the outcome never depends on whether or not you feel lucky.
Question: Is the outcome of a game influenced by the outcome of previous games?
Answer: No. The outcome of each game is an independent event and never depends on the outcome of previous games. There is the same probability of winning or losing in every new game.
Question: Are some slot machines luckier than others?
Answer: No. All slot machines work on a totally random basis.
Question: Are SuperEnalotto lucky draws subject to effective, transparent controls?
Answer: Yes. SuperEnalotto lucky draws are regulated by an extremely strict procedure supervised by a special Lucky Draw Committee made up of representatives of Sisal, the Customs and Monopolies Agency, consumers’ association Codacons and the Tax Police. In addition, lucky draws are open to the public (they take place in Rome) and can be viewed in all Sisal points of sale and on the www.superenalotto.it website.
Question: Does continuing to play over and over again, particularly when you come close to winning, improve your chances and make it more likely you’ll recoup the money you’ve spent?
Answer: No, the outcome of each game is completely independent of the previous ones. The probability of winning doesn’t change over time.
Question: Do knowledge and skill contribute to increasing the possibility of winning in games of chance?
Answer: No. In games of chance, a player’s skill cannot have any influence over the outcome. Tactics and strategies are all meaningless.
Questions and answers about online gaming
Question: Is it possible to intentionally force a break in the connection when a player is winning?
Answer: No. The gaming programs on the Sisal platform are certified in compliance with the principles of transparency and fairness during the performance of the operations required by law.
In addition, we refund all losses resulting from any disconnection caused by our systems.
Question: Does the probability of winning depend on the cyclic nature of games?
Answer: Winning and losing isn’t cyclic because all game plays are generated by a certified Random Number Generator (RNG).
Question:You come across some sensational hands online that you don’t see in live play.
Answer: Upsets and unexpected outcomes are also a feature of live play. Look what happened here!
Question: Is there a correlation between withdrawals and losing, or vice versa?
Answer: There is no correlation between deposits/withdrawals and winning/losing. All game plays are generated by a certified RNG.
Question: In Live Casino games, how can the card be displayed on the screen at the same time as it is being dealt from the shoe?
Answer:The card pulled from the dealing shoe is displayed immediately on the screen with the help of a scanner on the table.
Beating addiction
Sisal’s commitment to promoting responsible, balanced gaming isn’t limited to raising players’ awareness about the right approach to gaming (communication and information materials about responsible gaming), but also involves the company in the development of assistance services for problem players.
The Gioca Responsabile programme offers the following services:
- Assistance and consulting
- Precise, detailed information about the risks and consequences of problem gaming
- Self-assessment tools to measure the level of addiction
- An online therapy programme managed by a team of experts in such a way as to protect anonymity
- Practical advice
- Information about care solutions offered by local service roviders.
How to contact the service:
- freephone 800 921 121 from landlines and mobiles, from Monday to Saturday, 9am to 10pm (at other times an answering machine is in operation);
- the website and chat service at www.giocaresponsabile.it
Play safe
The fight against illegal gaming represents a fundamental commitment in Sisal’s sustainability strategy.
The company works alongside trade associations and local authorities to develop ever more effective projects that promote safe gaming. Specifically, the company collaborates with the Regulatory Authority and the Customs and Monopolies Agency to ensure customer protection and the security and transparency of gaming tools and its product offering.
Sisal works in three main areas:
Action in local areas
Local area initiatives have the main aim of lobbying the Regulatory Authority on the need for uniform, binding rules for Regional Administrations and Local Authorities. The issues regarded as most in need of regulation concern the impact on society and the healthcare system of gaming legislation at national, regional and municipal level and the protection of vulnerable people by upgrading prevention and control tools and the introduction of forms of dissuasion and limitation of gaming products.
The fight against illegal gaming
The fight against illegal gaming involves three lines of action:
- the study and analysis of the so-called “parallel gaming network”;
- intensifying education initiatives on the subject of legal and responsible gaming;
- strict monitoring of anti money-laundering procedures.
For Sisal, one of the most important lines of action is the fight against match-fixing, which feeds the gambling black market.
Strengthening checks and prohibition af gaming for children
Compliance with the total ban on gaming for children is a fundamental pillar of Sisal’s commitment to promoting aware and responsible gaming. Children need strict controls and the company is involved on an ongoing basis in the construction of digital security systems and the development of technology and tools to prevent access to online gaming products for people other than adult Italian citizens with a valid tax code.
Regulation and legislation
Regulations and legislation: Governament Licence and AAMS regulations
Player security and protection are guaranteed in the first instance by government regulations, which Sisal complies with as alicenced provider of safe, legal games with cash prizes.
In Italy, the organisation and operation of games with cash prizes open to the public are the exclusive purview of the State (pursuant to Legislative Decree 496/1948). Licensed gaming market players may operate exclusively under a single-concession agreement, as in the case of NTNG games or fixed-odds gaming, or under a multi-concession agreement, as in the case of AWP machines, betting, bingo and remote gaming.
In 2002, the Italian state assigned responsibility for the regulation and control of the entire Gaming and Tobacco segment to the Customs and Monopolies Agency. One of the Agency’s main objectives is to ensure tax revenue, while protecting Customers and fighting crime. The Agency’s other responsibilities include the definition of guidelines for sector development (by issuing regulatory orders), constant monitoring of the good operation of gaming concession companies, and taking action in the form of sanctions if the obligations set out in concession agreements are not fulfilled.
With respect to digital issues in relation to the control and auditing of gaming revenue data, the Agency avails itself of the experience of Società Generale di informatica (Sogei S.p.A.), the technology partner of the Italian Ministry of the Economy and Finance, which uses its control systems to verify that Concession Companies fulfill their obligations and constitutes a guarantee of transparency and legitimacy for end users. Based on current legislation, which requires that every bet be first registered with control systems before users are allowed to play, Sogei has implemented automatic transaction systems which are permanently connected to Operators’ platforms, making it possible to manage the Italian public gaming segment and the tax revenue that this production sector helps generate.
Additional player protections
Being a licenced operator also means accepting responsibilities and discharging them on a daily basis through commitment and practical action to protect players.
Sisal is committed to proving protection and support by means of:
- Transparent explanations of the likelihood of winning
- Fair and correct procedures for conducting lucky draws, which can be viewed by the public in all Sisal outlets or on the dedicated website www.superenalotto.it
- Guaranteed prize collection and protection of winners’ privacy.
Protection of minors
Children under 18 are prohibited from playing games with cash prizes
Sisal has an ongoing commitment to protecting children and always contributes to initiatives and technology addressed to achieving this goal.
Brick and mortar channel
Sisal has instructed the sales network not to accept any gaming requests from young people under 18 years of age. In the event of any doubt as to the age of a customer, staff must ask for an ID document. In all areas devoted exclusively to gaming and on all gaming and point of sale dressing materials, stickers prohibiting entry and gaming for minors under 18 years of age are mandatory and must be clearly displayed at all entrances to the establishment, together with the wording “Gaming is prohibited for minors and may cause addiction”.
Online channels
One aspect of our digital security work involves the implementation of technology and tools to prevent children from gaining access to online gaming products.
Sisal has implemented a series of controls in the registration process for a gaming account that apply real time checks to personal details (including date of birth and tax code). Any applicant who is not an adult Italian citizen with a valid tax code is denied entry.
Communication
Sisal is committed in its own sales communications to refrain from mentioning or referring, even indirectly, to people under 18 years of age, in order to eliminate any risk of use and abuse by minors.
Minor and gaming
As well as being prohibited by the law, playing games with cash prizes may also be a dangerous experience for minors, particularly if it is repeated, approved or simply permitted by parents. According to experts from Federserd (the Italian federation of addiction departments and services), the younger people start playing games with cash prizes, the greater the risk that they will develop gaming-related problems.
Alarm Signals
It is important in our everyday lives to be aware of certain behaviour or reactions that may be indicative of contact with games for cash prizes, including:
- loss of interest in activities and general insatisfaction;
- mood swings and bad temper;
- difficulty sleeping;
- exaggerated and apparently unmotivated euphoria alternating with periods of sadness and solitude;
- declining performance at school;
- constant requests for money;
- changes of habit;
- withdrawal from other social activities.
Fighting fraud
Fighting match-fixing
Match-fixing is one of Sisal’s main targets in the fight against illegal gaming.
In 2016, Sisal continued to pursue the activities set out in the “Anti match-fixing formula” project headed by the sports unit of the Italian Prime Minister’s Office. In particular, it contributed to the implementation of the PRECRIMBET project, which has the aim of preparing a white paper on criminal infiltration of the sport betting sector.
The project is funded by the European Commission and in it Sisal is joined by many different players, including the University of Hamburg, the Danish Gambling Authority, French legal firm Clairance Avocats, the University of Liverpool and Christian Kalb with CK Consulting.
One of the main results to emerge from the project is that bets placed with unlicensed operators in the consumer’s home country are among the main factors contributing to the growth of the match-fixing phenomenon. This conclusion will provide guidance for Sisal’s work towards more effective and efficient solutions in the fight against illegal gaming.
In December 2016, Sisal presented a report on its participation in the “Anti match-fixing formula” project at the “Sports Integrity Conference”, which forms part of the broader framework of the International Sports Convention. At the event, Sisal also presented its prevention, monitoring and reporting framework, the Sisal Sports Betting Integrity Risk Management system.
Fighting online fraud
Be careful with email!
Don’t use file sharing programs
Don’t let your browser automatically save your passwords
Antivirus software and regular updates are essential
The prevention of money-laundering
The Anti Money-Laundering Function
In 2013, Sisal formalised the company’s anti money-laundering function by creating a dedicated role in the organisation.
The main tasks of the Anti Money-Laundering function are to:
- suitably identify and verify customer profiles by applying particularly strict procedures (for transactions over €1,000 in particular);
- establish the Archivio Unico Informatico (AUI - Unique Digital Archive), in which to record and store identification data and other information about relations and transactions;
- send aggregate data to the Financial Information Unit and flag any suspicious transactions;
- establish internal control measures and ensure adequate employee training.
The development of anti money-laundering legislation has given Sisal another important institutional stakeholder, the Bank of Italy, and specifically the Financial Information Unit (UIF), which is charged with fighting money-laundering and the funding of terrorism
Main activities in 2016
Gaming industry
- Review and updating of anti money-laundering procedures for the Retail Betting, ADI-VLT and Online Gaming business lines;
- finalisation of the Key Risk Indicator, for the purpose of identifying anomalous operations that may give rise to suspicious transaction reports;
- provision through the e-learning platform of anti money-laundering training for all point of sale staff and Sisal Entertainment’s own human resources;
- finalisation of compliance sheets for VLT corners and rooms, as well as for direct agencies and Sisal Matchpoint partners;
- introduction of antiterrorism/compliance controls for winners over the registration threshold (Betting and VLT) and for the holders of gaming accounts (Online Gaming).
- Sisal checks the identity of its Customers when they first register for an account (by filling out the registration form) and on completion of the process;
- within 30 days, all players must send us a copy of the front/back of an identity document;
- gaming Accounts for which the relative documentation is not received within 30 days are suspended;
- duplicate registrations are not permitted. The system always checks that the tax code and personal details are unique.
Anti money-laundering legislation documents
Locking down system and platform security
Sisal Group offers Players the chance to play online on the Company’s websites and digital applications, using leading edge technology to ensure that gaming is safe and that minors are prohibited from playing, as well as to promote a responsible and balanced approach to gaming.
In order to ensure that the gaming environment is safe and secure, Sisal continues to develop tools to fight any fraudulent use of personal and credit card information, as well as to prevent potential money laundering, by ensuring an extremely high level of security across all the company’s websites.
Controls include:
- An account statement with all credit and debit transactions in the last three months, available in the “My Account” section of the Player’s personal area:
- Self-limitation and temporary/permanent self-exclusion.
Sisal’s online gaming account management system has been certified in compliance with the “Guidelines for certification”, version 1.1, issued on June 7, 2012 by ADM and by TST-GLI (Technical Systems Testing – Gaming Laboratories International). The TST-GLI testing procedures ensure that games comply with the transparency and fairness principles required by law. TST-GLI is one of the bodies approved by ADM to verify the compliance of remote gaming platforms and games. As provided by Decree Law no. 158, September 13, 2012, game websites indicate the probability of winning assigned to players for each type of game.
In 2015, Sisal.it was one of the winners at the EGR Italy Awards, the annual event organised to recognise and celebrate the achievements of the operators and suppliers of innovative and creative services on the regulated online gaming market.
Sisal Group’s gaming website was awarded the prize as Best Operator for customer service and care, Best Operator for Social Responsibility and Best Casino Operator.
Certificates and regulations
All game platforms and RNGs (Random Number Generators) must necessarily be certified for approval by the Italian Customs and Monopolies Agency (AAMS). Certification refers to the external gaming platform, the integration between the external platform and Sisal, and any changes after the launch.
Development is certified by world-leading suppliers and certification entities to garantee maximum levels of security and total impartiality.
Environmental conservation
While the company doesn’t have a significant impact on the environment, Sisal has always placed great importance on the responsible management of environmental issues, including atmospheric pollution, the use of resources, and energy consumption.
From this perspective, all the stakeholders that work with Sisal are engaged in the process of adopting responsible behaviour and the protection of environmental resources.
Sisal’s commitment can be seen in its constant monitoring of activities to understand their real impact, to improve performance continuously, and to develop initiatives to save energy, cut the consumption of paper and reduce atmospheric pollution.
In 2001, the company introduced a quality management system certified in compliance with standard ISO 9001, which promotes the idea of a broader concept of quality in which respect for the environment too plays a key role.
Reducing environmental impact
Our fields of action
ENERGY
The consumption of electric power produces the Group’s biggest environmental impact. For this reason, Sisal has embarked on a continuous improvement programme to promote efficiency and the use of new technology.
The sites that contribute most to the overall impact are covered by an electric power optimisation programme entailing the monitoring and identification of specific areas for action. In more detail, the Milan site has been fitted with devices to switch the lights on and off automatically and ceiling units with LED lights for corridor lighting.
The company’s energy-related commitments, however, aren’t limited to better management of consumption, but are also characterised by the decision to use energy from renewable sources, promoting this approach with its suppliers too.
Heating and cooling systems
Improvements are also planned for heating and cooling systems. At the Milan site work is underway to replace them, while at the Rome site there are plans to upgrade the system so that the temperature can be regulated according to whether or not there are any people in rooms, avoiding unnecessary heating.
In addition, the new equipment will use natural gas and geothermal resources, contributing to energy savings and reduced environmental impact.
In the office
- the choice of supplier: Sisal chooses suppliers that guarantee sustainable services in terms of both paper and multifunction printers;
- optimisation of consumption: Sisal has installed a central server to optimise printing and permit the use of more efficient printers.
FSC® certification: all suppliers of gaming materials are certified as using paper from forests managed in a correct and responsible way according to environmental, social and economic standards;
- Printers: Sisal’s betting shops are equipped with latest generation printers;
- Stock Store Programme: this programme manages stock control and materials reordering at retail points, as well as monitoring paper consumption;
- Digital signature: the implementation of digital signature technology for contracts referring both to the distribution network and gaming terminals reduces the need to print documents and therefore paper consumption.
Separate recycling containers for glass, plastic, aluminium and paper are provided in all eating areas and near printers, in the latter case with a special container for toner and used consumables.
The Rome office, in a joint initiative with waste collection operator AMA S.p.A., has organised special training sessions for staff and the company’s office cleaners.
EMISSIONS
- electric vehicle fleet renewal: the fleet of electric vehicles has been renewed with models that have a longer range and better performance. The use of these vehicles has avoided the emission in 2016 of 1.5 tonnes of CO2;
- car fleet modernisation: over 100 vehicles in our corporate fleet have been replaced with lower consumption models, in part through the selection of suppliers able to offer models with better performance and lower consumption;
- logistics process optimisation: the Logistics division has reviewed and reorganised its processes to optimise shipments and eliminate excess consumption relating to materials delivery and collection.
Letter to stakeholders
Letter to stakeholders - Sustainability Report 2016
Emilio Petrone, Sisal Group CEO
Since the first play slip back in 1946, Sisal has never stopped working to achieve a balance between economic and social responsibility, combining its business mission with the ability to create value for all stakeholders and managing business activities transparently and responsibly as part of an ongoing conversation with all interested parties.
The company has grown apace with Italian society, interweaving its own story with the narrative of a country that over the last seventy years has faced both challenges - including the difficult process of post war reconstruction - and opportunities - most recently the digitalisation of the country. As it did at the outset, Sisal intends to continue to play a role in society, generating not only business opportunities, but also collective value and well-being.
For this reason, we have decided to include contributions by several stakeholder representatives in the 2016 Sustainability Report. Their comments give us a better understanding of which major global transformations we need to monitor closely today, so that we can operate effectively according to our guiding principles of innovation, valuing people, dialogue and transparency.
The promotion of a balanced and aware gaming model continues to be one of our top priorities. We want to satisfy our consumers’ needs, offering products that are secure and also taking account of their impact in terms of sustainability. Which is why support for the Responsible Gaming programme is a priority for us, with a special focus on entertainment, the prohibition of gaming for children, special care for the most vulnerable categories of consumer, prevention and the fight against illegal gaming. These efforts have been recognised with the renewal of our prestigious Responsible Gaming certifications by EL - European Lotteries and WLA - World Lottery Association, at the highest level, based on International Responsible Gaming Standards.
In the era of digital transformation, we use innovation as a lever to drive development and diversification. The evolutionary process underway is changing the nature of consumers and the public, creating new needs and expectations that make it essential for businesses and the public administration to evolve and embrace digital business models. We have seized the opportunity and challenge offered by change to implement a carefully planned strategy that has driven our SisalPay brand to become Italy’s leading Payment Services provider. Our model is underpinned by an innovative “digital-hybrid” approach that makes Sisal a preferred point of contact for businesses, the public administration and members of the public, based on a nationwide network of retailers and digital solutions. Working in this direction with Agenzia per l’Italia Digitale [Agency for Digital Italy], in 2016 we introduced electronic payments to Regional, Municipal and Public Administrations using the so-called NodoPA system, available at over 40,000 SisalPay points. This agreement, which gives the public an easy and secure way to settle taxes, fines, healthcare charges, car road tax, school fees and other payments with the Public Administration, has created the country’s most extensive network for sending physical payments to public institutions.
The value of responsibility, dialogue and sharing has become increasingly strategic for us, with a view to ensuring lasting growth by fostering an ability to generate value for the business, for employees, for the community and for all our stakeholders.
One of various employee-related initiatives developed in 2016 was the “Volta” project, a smart working initiative aimed at encouraging a good work-life balance that won the Smart Working Award 2016 from the Politecnico di Milano School of Management’s Monitoring Unit. In 2016, Sisal’s community relations were enriched by the “We all football” project, which aims to raise awareness about gender equality and equal opportunities in sport, as well as to promote the social values of playing sport. Our commitment to responsible and transparent reporting has been recognised this year once again, with Sisal ranking among the top ten companies in Italy for the quality of the information it publishes on the web, in the unlisted company category of the special Webranking drawn up by Lundquist.
These important results and acknowledgements will encourage us to work even harder to maintain our standards of excellence and confirm our leadership in corporate social responsibility.
Dialogue and aggregration
The importance of good management
Interview with Nando Pagnoncelli, Chairman of Ipsos - Public Affairs Division
The entropy in society is now a fairly broadly recognised fact: for some years now there has been talk of a society that is ‘fluid’, testifying to its being multi-form and changeable, and in which all situations are represented. With the end of the ideological blocks and great cultures, and given the critical state of the historical accounts that conditioned the 1800s and 1900s, the individual is increasingly without points of outside reference.
Add to this the explosion of connection possibilities and easy access to information of any type, and the result is that the individual builds their own vision of the world based on their own experience and opinions, identifying with whatever suits them, is like them and tranquilises them, and without worrying too much about problems of consistency and logic. This attitude, when adopted at social level, results in a multi-faceted and individualised world. Members of the public find and lose their way on their own. And at the end of the day, they no longer believe in anything and start doubting things they thought were certainties before: democracy, science, family, progress, medicine.
In a setting dominated by individual experience and our own circle of relations with people and products, brands play an important role, one that can be defined as ‘political’. Brands inspire trust because they make credible promises and keep them. In a world that is usually disappointing, just as politics and ideology have been disappointing, consumers seek out entities that have an interest in them and take care of them, and that try to enter into a conversation with them and improve their offering on a daily basis. Brands generate two benefits for the consumer: they simplify complexity and, if they have an important story to tell, reactivate and reference a positive, shared memory.
But this is only one aspect and the terrain is fertile: in this vacuum of trust, which opens up a space to fill, many companies can contribute to issues that aren’t necessarily their own, but which they have the credibility to talk about. As a result, CSR initiatives have changed too: if once they were regarded as a way to take care of the world and return something to society, now they are the practical and tangible way for a company to assert its own perspective on the world, on what has to be improved, and on the challenges that need our attention. In doing so, they generate awareness and social movement, and so play an extremely political role, in the true sense of the word.
It is however essential to remember that there are no blank cheques: consumers feel the need to trust, but their attitude continues to be wary and suspicious, ready to violently attack those who, rightly or wrongly, betray their trust. In this sense, it is very useful to have a transparent attitude and a governance perceived as qualified and reliable from the perspective of both the public and the company’s internal and external stakeholders.
Consumers hold a range of fairly vague and contradictory positions on the subject of sustainable development. On one hand they are generally interested in and prepared to reward sustainable companies, but on the other they are unable to recognise them, don’t make much effort to find out how to, and demonstrate behaviour that isn’t always consistent. Notwithstanding this, awareness is rising and the truly attentive consumers are slowly winning over general opinion. Being regarded as a sustainable company with good management is an important asset in relations with all stakeholders and one that it is good to cultivate over time.
Transparency
The long road to transparency
Interview with Vincenzo Guggino, General Secretary, Istituto di Autodisciplina Pubblicitaria - IAP (Italian Advertising Self-Regulatory Institute)
Transparency and fair play in corporate communication are not new values, nor are they more important than in the past, quite simply because they were and continue to be fundamental both in terms of business ethics and of the effectiveness and performance of economic activities.
Effective communication must in the first place be fair. A lasting relationship of trust between the brand and its public can only be based on the ability to communicate in a fair and responsible way. The gaming industry, as we all know, is often at the centre of social debate and opinions about it are frequently at opposite poles of the spectrum. Over and above individual positions, the industry has to accept the fact that it is overcharged with social responsibility when it advertises. The potential repercussions for gaming communication mean that all the appropriate precautions must be taken to avoid concepts, tones of voice and models that can be construed as celebrating gaming seen as gambling, rather than as pure entertainment.
The digital scenario that provides the backdrop for the web has amplified the risks associated with unclear information and business denigration. Digital communication requires as much if not more vigilance than traditional media, given that there are more communicators and as a result there is greater freedom of expression. Hence the need for a corporate approach to communication that is not vulnerable to bigoted and instrumental attacks and can demonstrate its integrity and correctness if and when needed.
The Italian Advertising Self-Regulatory Institute (IAP) believes that all forms of communication, independently of the media channel used, must abide by the rules. On this subject, the Institute recently published the second edition of the IAP “Digital Chart” on digital communication, which represents an important parameter for all web operators. - prior opinions issued by the Advertising Self-Regulatory Institute on approved messages that have not yet been aired represents the best guarantee that the message is not in contrast with the rules established by the Code and, likewise, with other industry legislation. This assertion is also supported by statistics: from 2016 to June 2017, the 101 opinions published haven’t given rise to any dispute. The importance of prior opinions is not only “legal”, but also social and “political” in the broadest sense of the word: social, because it expresses the care and the burden of responsibility accepted by the gaming industry, limiting its own sphere of action; political, because against the backdrop of polarised positions on the subject of gaming advertising, it provides a real example of the “politics of action”, detached from any form of ideology and benefitting shared interests.
Questions & Answers about Responsible Gaming
Simonetta Consiglio, VP Marketing & Communication
Sisal Group
What is Sisal approach to responsible gaming?
We work in a sensitive market and our first commitment is to promote a responsible approach to gaming that is balanced, aware and based on the most advanced standards in the sector, as periodically certified by the European Lotteries and the World Lottery Association. Our main goals are to prohibit minors from gaming, to prevent compulsive gaming, to provide orientation for problem players, and to offer assistance to the weakest of them.
On the training front, we include Responsible Gaming as one of the subjects studied by all employees and point of sale network staff, as well as monitoring the risk of games and supporting market research to learn about the extent of the phenomenon and identify the best measures to deal with it.
Tell us why the Sisal retail network plays such a fundamental role in the promotion and diffusion of the responsible gaming programme?
The Retail Network is one of the Company’s most important and strategic Stakeholders, because it represents the point of contact between Sisal and the Consumer. It can be used to convey messages of responsibility that raise awareness about and disseminate good gaming behaviour, as well as offering support tools if players find themselves in difficulty.
That is why Sisal works in an ongoing relationship with its Retail network, investing primarily in the quality of the infrastructure, in improving service and Consumer conversations, and in training about responsible gaming.
What do you do to prevent compulsive gaming?
Knowledge and awareness about the phenomenon are the main focus of our commitment to responsible gaming. That is why we support research projects, constantly monitor the risk associated with our games and support the dissemination of our responsible gaming programme. We also think it is important to offer a helping hand to players and their families. The partnership with FeDerSerD has enabled us to support the first “systemic” support service addressed to the issues of compulsive gaming.A completely free national helpline (www.giocaresponsabile.it) is now operational to provide immediate support for players in the form of in-depth information, advice about care services and an assisted treatment programme with the support of expert therapists.
How does Sisal guarantee the protection of minors on its online gaming platforms?
One of the priority goals of our Responsible Gaming Programme is the protection of minors. Long before the prohibition of minors became law, we were committed to enforcing this at both points of sale and online. Sisal Group offers its Players the opportunity to play online using the Company’s websites and digital applications, which use cutting edge technology to make sure that gaming is safe, secure, responsible and legal.
In order to prevent minors from gaming online, Sisal applies both a series of controls linked to the systems operated by the Regulatory Authority (SOGEI), as well as its own registration system, which is always available to check personal details in real time, including date of birth and tax code.
If the person attempting to register is not an adult Italian citizen with a valid tax code, the Sisal registration system automatically rejects the application. To complete the registration and enable the Company to verify the data entered, the person who filled in the form is asked to submit a copy of an identity document.
What are your most innovative projects in this framework?
Our focus has been on awareness raising and responsible communication. We have developed an innovative project to raise the awareness of players with the help of a special testimonial: Mr. Smart.
Mr. Smart is the character featured in a web series created to promote an aware approach to gaming, using language that is simple and immediate and making reference to our “The ten rules for the responsible player”.
With the aim of promoting the message of responsible gaming, we have also developed two communication campaigns: one about the importance of a balanced approach to gaming and the other about prohibiting minors from gaming.
So far as concerns communication, we continue to carefully monitor the commercial messages we release to the public and to apply strict guidelines to ensure our commercial communication is responsible. With this in mind, we have also promoted a System Code shared by the main sector operators and institutions. The result of these efforts is the introduction of an article (28 ter) on gaming sector communication in the Commercial Communication Self-Disciplinary Code (IAP).
Faq
Questions and answers on Sisal's commitment to sustainability.
Sisal is committed to sustainability because it is aware of the impacts and responsibilities it generates while performing its business activities. Being a leading edge enterprise today means developing actions that can transform the company from a creator of value for the business to a creator of value (not only economic) for all stakeholders. Sustainability represents the most effective lever to achieve this result.
Data collection at Sisal is based on a process entailing close collaboration between the CSR manager and a series of internal resources who provide data and comments during each reporting cycle. The CSR manager collects all contributions, analyses them and, if in doubt, asks for a meeting with the resources who reported them. Finally, all the materials are certified and reorganised with the help of outside consultants into the Sustainability Report.
Sustainability Report
The Sustainability Report is the most important tool used by the Company to report transparently to its stakeholders on its commitment and the results obtained in the course of the Group’s social responsibility activities. This document brings together Sisal’s strategies, objectives, initiatives and projects, as well as quantitative performance statistics.
As in previous years, the Sisal Sustainability Report has been prepared on the basis of GRI-G4 guidelineswith “in accordance - core” compliance.
Its content has been determined on the basis of a materiality analysis to identify the most important sustainability issues for Sisal, cross-referencing internal and external (stakeholder) perspectives and expectations.
