Why Responsible Gaming Matters: Insights for Players, Communities, Regulators, and Operators

It’s the European Safer Gambling Week, guys — started on the 18th and will run until the 24th of this month. As the Regulatory Managing Director for Responsible Gaming MENA, I am particularly thrilled about this event and its prospects. I thought about how to contribute and create awareness here in the UAE, and I decided to go with the basics.

The UAE commercial gaming industry is in its initial stages right now, and it’s crucial for stakeholders to create a safer environment for players. I’ll discuss why responsible gaming matters and how it involves everyone — from players to communities and regulators.

The Player: Keeping Mental and Financial Well-Being Intact
At the end of the day, responsible gaming is all about protecting players from harm. Spending unhealthy time with commercial gaming can cause financial stress, depression or anxiety. This mainly happens when individuals overspend money and run into debt. However, simple responsible gaming techniques can fix the situation.

When commercial gaming eventually launches in the UAE, players should have access to limiting tools. They should be able to limit their time, deposits, wagers, and even losses. Time breaks and self-exclusion programs are also essential.

The Community: Maintaining Social Values and Avoiding Harm
I always say the community has a significant role in ensuring safe gaming. In the UAE, the importance is much more profound. The country is only just issuing its first casino license, and the establishment won’t be active until 2027. Hence, it's a little too early to predict how commercial gaming may affect society.

From my point of view, the community needs to be steadfast so that it does not lose its cultural values. If irresponsible gaming becomes the order of the day, it can lead to some crucial social issues. Youths are the most vulnerable, as some may look for all possible means to get money to play.

We’ve seen this happen in other places where casinos are big. In 2018, for instance, a boy of just 13 used his dad’s credit card to play online games for up to £6,000 in the UK. It was one of the main events that triggered the country to completely ban credit cards for online and offline gaming in 2020. I hope the UAE won’t hesitate to make such bold moves when the time comes.

Furthermore, we should see events such as the European Safer Gambling Week in the UAE. These should be tied to the country’s cultural values and regulatory standards. Personally, I would love to see educational workshops for youths and awareness campaigns. Religious and community leaders can also partner to teach against the risk of irresponsible gaming.

I am part of the UAE’s community, and I’m proud to say that my company, Responsible Gaming MENA, is already doing its part. We are here to support prospective operators comply with licensing and advertising requirements by the General Commercial Gaming Regulatory Authority (GCGRA). Furthermore, we offer training programs to promote responsible gaming practices.

The Regulator: Balancing Freedom and Protection
The UAE’s regulator, the General Commercial Gaming Regulatory Authority (GCGRA), has shown it’s ready for the job. I highly commend its strict requirements for operators who want to obtain a license. Yet, as I said before, this is only the beginning stages. When more operators apply, and the casinos start operating, it’ll be a different ball game.

If you ask me, I think the GCGRA’s most difficult job will be keeping things balanced. The body needs to allow players the freedom to indulge in commercial gaming and, at the same time, protect their well-being. While this may be challenging, it’s not impossible.

I often reference the UK when discussing responsible gaming because my background is rooted in the country. I was born and raised in the UK and worked as a regulatory compliance director at two major banks: Bank of America and Citibank.

Last year, in April, the UK Gambling Commission published a white paper on gambling reform. The main proposal was to introduce affordability checks for individuals who lose £1,000 in a day or £2,000 in 90 days. Essentially, any player who loses substantial amounts will be flagged for review.

If the investigation shows that the losses can make the individual financially unstable, they’ll be restricted from betting further. The GCGRA will be on a good path if the body takes such an approach to protect players from falling into harm when casinos start operating.

The Operator: Setting Standards and Ensuring Safety
Finally, I must talk about operators and their crucial role in maintaining responsible gaming at their establishments. Of course, the GCGRA will mandate these brands to protect players based on existing regulations. However, I believe future UAE commercial gaming operators can do a lot more. They should set their own standards.

This time, my example is Crown Resorts in Australia. The operator has what it calls “Crown PlaySafe Centres” in each of its resorts in the country. Players can visit these playsafe centers 24/7 and receive in-person responsible gaming support from a professional team. The initiative was the first of its kind when it began back in 2002.

Another reference is the Responsible Gaming Ambassador program by Caesars Entertainment. The popular US operator celebrated its 35 years of leadership in responsible gaming in September, and the ambassador scheme was the highlight for me. In the program, the casino trains team members to identify and assist players with problems. As I write, Caesars Entertainment’s Responsible Gaming Ambassador program has 1,800+ ambassadors across North America. That’s just superb if you ask me.

These efforts by Crown Resorts and Caesars Entertainment show how casinos can foster safe gaming environments for their players. My anticipation is that prospective UAE operators will come up with even more innovative and helpful schemes.

Drawing the Curtains
This European Safer Gambling Week is a reminder that everyone has a role in promoting a healthy gaming environment. Players need to use limiting tools and self-exclusion options to avoid going overboard. Meanwhile, the community can constantly promote safe gaming while the regulator keeps everything balanced. To me, this is key to the success of the UAE’s commercial gaming market.