BOS and its member companies care about the player. We want to offer a safe gambling environment that helps the player stay within safe boundaries. Gambling should be joyful and not a cause of problems.
All members of BOS hold one or several gambling licenses, issued by one or several EU countries. The licences constitute the foundation for safe gambling, since a gambling company can be awarded a licence only after it has submitted to and passed a rigorous review. The authorities continuously follow up and evaluate these licenses.
In addition to abiding by the rules of the gambling authorities, all BOS members have committed to following the CEN Workshop Agreement Responsible Remote Gambling Measures. To ensure the proper protection of the customer on as many levels of gambling as possible, the agreement defines 9 objectives. The agreement is an industry standard issued by the EU body European Committee for Standardization.
CEN Workshop Agreement
1. The protection of vulnerable customers
• The objective is to combat problematic gambling and to ensure that gambling is done in a safe environment.
• The 21 measures include clear and accessible customer information and the ability for players to impose deposit limits, self-exclusion or cooling-off periods.
2. The prevention of underage gambling
• The objective is to provide practical and effective means of preventing underage individuals from accessing remote gambling products.
• The 14 measures include operator and third-party age and ID verification as well as the use of filtering programs.
3. Combating fraudulent and criminal behaviour
• The objective is to protect customers and operators from fraud and criminal behaviour.
• The 16 measures include the implementation and enforcement of strict security measures and the reporting of any suspicious transactions to the authorities.
• They serve as a complement to the provisions of the 3rd anti-Money Laundering Directive (Directive 2005/60/EC).
4. Protection of customer privacy and safeguarding of information
• The objective is to ensure that privacy and confidentiality of customer information is secured.
• The 6 measures include the secure storage of credit card details and a confidentiality clause in employment contracts prohibiting the unauthorised disclosure of information.
• The measures are in compliance with the Directive on Data Protection (Directive 95/46/EC) and the e-Privacy Directive (Directive 2009/136/EC) as applicable.
5. Prompt and accurate customer payments
• The objective is to secure that payments to customers are prompt and accurate.
• The 11 measures include the logging of all information regarding receipts and payments and the use of appropriate checks and verification.
6. Fair gaming
• The objective is to ensure that all gambling products offered to customers are fair.
• The 22 measures include proper procedures for ensuring games are random and fair, and identifying suspicious sports betting transactions and patterns which might pose a threat to the integrity of sporting competitions.
7. Responsible marketing
• The objective is to provide assurance that advertisements contain factually correct information and are neither false nor misleading.
• The 10 measures include ensuring advertising is not aimed at underage individuals and does not suggest gambling is a means of solving financial difficulties.
8. Commitment to customer satisfaction and support
• The objective is to provide assurance that customers are provided with an enjoyable gaming experience and that possible complaints can be logged at all times and are properly handled.
• The 7 measures include procedures for the proper handling of customer complaints and the availability of third-party mediation.
9. Secure, safe and reliable operating environment
• The objective is to ensure that gambling products are provided in a secure, safe and reliable operating environment.
• The 27 measures include risk-based internal and external security reviews that should be conducted at least annually or in the event of material changes as well as regular training and awareness programmes for compliance personnel.
Further measures in addition to the CEN workshop agreement:
Swedish Advertising Ombudsman
BOS is a member and co-funder of the Swedish Advertising Ombudsman, the private sector’s self-regulatory body for market communication. Any individual who believes that one of our member companies has violated sound marketing ethics can file a complaint with this organisation. More information is available at http://reklamombudsmannen.org/eng/
Means of payment
This section regulates what means of payment BOS members can accept. The regulation applies to B2C activities, i.e. business to consumer, directed at consumers in Sweden.
Online gambling involves a large amount of money transfers. Measures are therefore needed to prevent money laundering and fraud and to protect consumers.
Means of payment can be divided into three categories:
- Cash payment
Cash payments are not allowed under any circumstances as it’s very difficult to control and trace the cash. This is important both from a consumer protection perspective (e.g. age control) and from a crime prevention perspective (e.g. money laundering).
- Customary means of payment
Customary means of payment include bank, credit and debit cards issued by a third party. Such means of payment are allowed. Cash is also a form of customary means of payment but is prohibited as mentioned above.
- Other means of payment
In addition to cash payment and cards, there are various other means of payment, ranging from invoices in the mail after purchase to numerous online third-party solutions. BOS supports the development of new payment solutions offered to consumers, not least online. We ourselves are a part of the online industry.
However, we recognize the problem of offering credit to consumers and do not allow gambling using credit, except through customary means of payment (see above). Payment methods that charge the consumer’s account immediately are however allowed, regardless of whether these consist of customary card payments or other variations.
Affiliate marketing (recommendation)
It’s important that BOS members’ logos and other advertising do not appear on sites that are illegal, unethical, or otherwise tie us to something that we don’t want to be associated with. Our companies and their logos are attractive to such sites since they can falsely portray themselves as serious.
Our members’ ad purchases are often done through media agencies and affiliates. BOS recommends its members, and its media agencies and affiliates, to observe the following:
- It should be stated in the contract between the BOS member and the ad seller that no advertising may occur that contradicts applicable law or that in any other way can be considered bad practice.
- Members should observe particular caution in with so-called bulk sales. In these cases, members should request specific assurances of compliance with paragraph 1 above.
- If a member discovers its ads or brand on sites that are illegal, unethical or where their presence is inappropriate for other reasons, the member should request its immediate removal by the person responsible for the site. If a site cannot be contacted, the relevant Internet service provider should be contacted and informed accordingly, including about the potential on-going trademark infringement.
National Support Line
When marketing their games, BOS members shall link to the national support line for problem gamblers and their families: www.stodlinjen.se