Industry Watchdog Releases VIP Gambling Program Guidelines

The Responsible Online Gaming Association (ROGA) released its initial set of guidelines pertaining to VIP guests and how sportsbooks should administer responsible gaming protocols with this segment of the market.

Handling VIPs Responsibly

Sportsbooks must walk a tightrope with high-volume and high-revenue customers. On one hand, they must cater to their every whim and forge a bond that is deeply personal and connected. However, they also bear a fiduciary responsibility where the customers’ best interests must be paramount, above even their own.

The Responsible Online Gaming Association (ROGA) is an industry watchdog group comprised of seven of the largest sportsbooks in the nation, including bet365, BetMGM, DraftKings, FanDuel, Fanatics Betting & Gaming, Hard Rock Digital, and Penn Entertainment (ESPN BET). This is an independent group that allows the seven companies to share information about problem gamblers who have been excluded from their sites.

ROGA has released its first list of VIP guidelines that detail measures that should be taken by sportsbooks with VIP programs to ensure that guests are informed of the company’s responsible gambling protocols and that employees are trained on such matters.

ROGA Executive Director Dr. Jennifer Shatley said:

“Like in many sectors of entertainment, leisure, and hospitality, sportsbooks’ VIP programs aim to reward and retain loyal players, and it is essential that these programs are operated with a strong commitment to responsible gaming. These programs should support a shared understanding between hosts and players on the value of responsible gaming that fosters long-term loyalty and player well-being.

“There is a robust conversation ongoing regarding VIP programs, which is why we have prioritized this issue, as it is essential to provide research-driven guidance to adequately support these programs to help keep VIP players’ experience fun and recreational,” she added.

ROGA VIP Directives

The VIP guidelines have been created by ROGA to share with all sportsbooks and dispense advice on how to alert high-volume customers of the responsible gaming tools available to them and all customers.

The list details 11 items that should be followed by sportsbooks to assist any VIP member who may have a gambling problem. Some of the highlights are as follows:

• Role-specific Training for VIP Hosts: Provide ongoing education specifically tailored to the unique needs of VIP Hosts.
• Automated Review: Operators will take advantage of technology to attempt to detect potentially risky behavioral patterns among VIP players, such as increased deposit frequency, extended play sessions, or repeated failed withdrawal attempts.
• Promotions, Bonuses, and Incentives: VIP Hosts should not offer any VIP promotions, bonuses, or incentives to VIP players who are on a cool-off period, have self-excluded, or have a suspended or banned account, and must also provide all VIP players with the ability to opt out of receiving such incentives.
• Making Data Available: Provide VIP players with access to player data that shows player activity, including deposits, wagers, and withdrawals.
• Development and Updates: Operators should keep apprised of new tools and methods for responsible gaming as they are developed.