TABLE OF CONTENTS
2.
3.
4.
1.1
WHAT IS THE “LIST”?
3
1.2
NORMATIVE REFERENCES
3
1.3
LAYOUT
4
ROLE OF AAMS
4
2.1
MISSION
5
2.1.1
Legal and responsible gaming
5
2.1.2
Fighting illegal activity
5
2.2
ORGANISATIONAL STRUCTURE
6
2.2.1
Central structures
6
2.2.2
Regional offices
6
2.3
GAME PORTFOLIO
7
2.4
SAFETY: TECHNOLOGY AND TRANSPARENCY
12
2.5
POINTS OF CONTACT
13
REMOTE GAMING: AAMS AS GAMING OVERSEER
14
3.1
WHO CAN PLAY?
14
3.2
WHAT GAMES SHOULD I “TRUST”?
14
3.3
COMMITMENTS
15
3.3.1
Commitment monitoring
19
LISTENING TO THE PLAYER
20
4.1
COMPLAINTS AND SUGGESTIONS
20
4.2
EVALUATION OF SERVICES PROVIDED BY LICENSEES
20
Annex
COMPLAINTS AND SUGGESTIONS FORM
22
22
INTRODUCTION
1.1
WHAT IS THE “LIST”?
The List of Services is an information and communication tool for governing
relations between citizen/user (hereinafter “player”) and the public administration
(AAMS, through licensees) and constitutes an informal “agreement” or “contract”
between the two parties.
The List of Services concerns AAMS, players of remote games and the remote
gaming licensee; by means of the List of Services:
-
AAMS:
•
provides information on the gaming activities it carries out as State Authority
and gives details regarding its operations;
•
gives information on remote gaming and explains “legal and responsible
gaming”;
•
adopts and publicly “proclaims” its duties (quality standards) and those of
licensees and “undertakes” to fulfil them and to ensure their fulfilment;
•
monitors compliance with all duties assumed;
•
gives players a tool for reporting any “failure to comply” with the agreement
(complaint forms);
•
guarantees player protection in relation to the duties it assumes;
•
intervenes in the event of the failure by licensees to fulfil their specific duties
towards the player;
-
the player benefits from a tool which:
•
protects him/her and keeps him/her regularly updated;
•
ensures provision of the service in a way that is consistent with the duties
assumed by AAMS and licensees;
•
-
gives him/her direct control over the quality of the services used;
the licensee, when signing the agreements: receives the assignment of duties
to be fulfilled during the provision of its services to ensure their consistency with
responsible gaming.
1.2
NORMATIVE REFERENCES
The requirement of:
-
adopting quality standards for the provision of public services;
-
and protecting the consumer
is non-exclusively set forth in:
-
Article 24(21) of Law 88 of 7 July 2009, “Disposizioni per l’adempimento di
obblighi derivanti dall’appartenenza dell’Italia alle Comunità’ europee - Legge
comunitaria 2008” (Provisions for the satisfaction of obligations deriving from
Italy’s membership of the European Community - Community Law 2008)
(09G0100), which contains provisions (Article 24(11) to (26)) concerning remote
operation and bet collection;
-
Article 11 of Legislative Decree 286 of 30 July 1999, “Riordino e potenziamento
dei meccanismi e strumenti di monitoraggio e valutazione dei costi, dei
rendimenti e dei risultati dell’attività svolta dalle amministrazioni pubbliche”
(Restructuring and consolidation of mechanisms and tools for monitoring and
evaluating the costs, performance, and results of public administration activity);
-
in the Presidential Directive of 27 January 1984 – “Principi sull’erogazione dei
servizi pubblici” (Principles governing the provision of public services).
1.3
LAYOUT
The List of Services consists of:
1. a general section presenting AAMS and its mission, structure and the services
it provides;
2. a detailed section on remote gaming, containing annual duties and, where
applicable, the results obtained from the previous year;
3. a section on listening to the player, consisting of an evaluation of the services
provided by licensees and the forms of reporting and managing complaints
(based on results).
2.
ROLE OF AAMS
The Autonomous Administration of State Monopolies - AAMS - carries out state
functions in the area of gaming, implementing administrative activities aimed at
regulating and controlling the division as a whole.
The task of AAMS is to promote socially responsible gaming, establishing and
monitoring criteria and codes of behaviour applicable to industry operators, with
particular focus placed on the protection of minors and more vulnerable members
of society.
Accordingly, based on the laws and directives imposed by the public authorities,
AAMS has drawn up guidelines to ensure a dynamic and logical development of
the sector through the constant monitoring of operator behaviour and combating
illegal activity.
The illegal market is counteracted using a combination of two levers:
standardisation and repression. The AAMS approach is to focus decisively on
prevention, first and foremost through the expansion and upgrading of selection,
adapting it where possible to consumer needs without resorting to repressive
measures.
The illegal market is counteracted using a combination of two levers:
standardisation, aimed at expanding and upgrading selection, and repression.
The format of the “List” is described in the AAMS newsletter, giving players
continuous updates on the introduction of new rules and enabling them to
distinguish between lawful and illegal or unauthorised gaming.
2.1
MISSION
2.1.1
LEGAL AND RESPONSIBLE GAMING
Clear rules, maximum transparency, and safety for all: these are the principles
which AAMS aims to uphold with the message “Legal and Responsible Gaming”. It
is a strategic choice which focuses on the distinction between legal gaming and
illegal gaming, highlighting the benefits of the fun and emotion of a game controlled
and guaranteed by the state over the negative consequences of illicit gaming.
A three-coloured stylised wheel is displayed on all products and newsletters as a
mark of guarantee covering all operations around the country and on network
websites enabled under licence and connected online to AAMS, optimising the
communication and marketability of its foremost quality: product safety for players
and for the community. This is part of a large communication campaign to illustrate
the social and economic importance of transparent gaming, reinforcing the
institutional role of AAMS in upholding the law through the financing of sport, horse
racing, and the arts.
2.1.2
FIGHTING ILLEGAL ACTIVITY
In Italy, rules governing games with cash prizes distinguish unauthorised games
from authorised ones; the practice of the former is absolutely prohibited, while the
practice of the latter is subject to the obtaining of a licence issued by AAMS. More
specifically, to fight illegal gaming activity such as fraud in relation to the increasing
popularity of on-line gaming, AAMS focuses on two main approaches: imposing
firm industry regulations to guarantee a legal selection of online entertainment that
is both suited to consumer tastes and competitive with “off shore” websites, and
identifying and inhibiting all gaming sites which do not hold the necessary
authorisations and thus protecting players.
2.2
ORGANISATIONAL STRUCTURE
The organisational structure of AAMS, which dates back to
2003, is characterised as a “state administration” and is in the
process of becoming a tax agency.
2.2.1
CENTRAL DIVISIONS
The AAMS organisational chart breaks down the structure into
four main managerial divisions: strategies, gaming, excise and
resource organisation and management.
Directorate General
Coordinates the four central
divisions and carries out duties of
management and control; monitors
institutional and external relations
and those with information entities,
ensuring conformity with the
Ministry press office.
Strategies Division
Responsible for laying down
strategic, commercial and
promotional guidelines, drawing up
and implementing communication
activities, coordinating player
protection initiatives and managing
international relations.
2.2.2
Gaming Division
Responsible for all gaming-related
activities. Oversees the organisation
and operation of all games, carries out
administrative licence management,
monitors the correctness and regularity
of state revenues and lays down
directives and regulatory standards.
Resource
Organisation &
Management
Division
Excise Division
Responsible for all activities involving
the circulation of processed tobacco;
this includes activities related to the
issuing of administrative licences in
the industry of processed tobacco
sales and monitoring the compliance
of smoking products with regulations.
Manages the human, instrumental,
logistical, and technological
resources necessary for the
performance of duties entrusted to
AAMS.
REGIONAL OFFICES
The Regional Offices of the State Monopolies, directly run
AAMS on a local level, regulate and control the public gaming
division, and carry out certain duties in relation to products
deriving from the processing of tobacco.
Their aim is to ensure a pleasant user experience within a
regulated framework and a technologically advanced and
constantly monitored environment, fighting all illegal activity and
encouraging the satisfaction of tax obligations.
2.3
GAME PORTFOLIO
Lotto
Bingo
Lotteries
Tote lotteries
AAMS
Sports betting
Horserace
betting
Skill games
Entertainment
devices
Given below is a brief presentation of the AAMS game portfolio.
For more information on games (how to play, where to play, latest results, how to
become an operator/licensee, regulations, etc.) visit the AAMS website
(www.aams.gov.it) and select the tab “Giochi” (in Italian).
Lotto
Lotto is a traditional game that is well known and very popular in Italian culture, attracting millions of
players and which, despite its long history, is still able to adapt to the habits and psychological
reasoning of players.
Indeed, several nuances have been introduced recently, such as the automatic draw, “estratto
determinato” (exact draw), “ruota nazionale” (big wheel), “terza estrazione settimanale” (“three-timesweekly draw”) and the instant-win Lotto. The game of Lotto is based on the use of numbers 1 to 90,
from which the player must predict the extraction (draw) of one number specifying whether it is drawn
first, second, third, fourth or fifth (exact draw), two numbers (two in a row), three numbers (three in a
row), four numbers (four in a row) or five numbers (five in a row) on a single wheel or on all ten
wheels, or on the ruota nazionale (big wheel).
10elotto is a new type of lotto game. To enter, players have to go to one of the nationwide sales
outlets, buy a Lotto ticket and fill out the 10eLOTTO section of the playing slip, choosing 10 numbers
between 1 and 90. The 10 numbers chosen will be compared against 20 numbers drawn and the
player wins by correctly predicting 5, 6, 7, 8, 9 or 10 numbers.
Tote lotteries
National tote lotteries are games of chance based on the selection of numbers by consumers or on
the random assignment of numbers, for which a predetermined share of the collection, which must
have a nationwide scope, is set aside as prize money and in which prizes are distributed equally
among winning players in the same prize category. SuperEnalotto
Created in 1997, the SuperEnalotto takes a step forward from its predecessor "Enalotto" and consists
of predicting six numbers between 1 and 90. The draw takes place using an automatic draw box. A
further number, the "jolly" (wild card), is then drawn. SuperStar
This is an optional game played as an add-on to the SuperEnalotto and is based on a random number
from 1 to 90, generated by the game terminal when the playing slip is validated. In order to win, this
number must match the first number drawn from a second automatic draw box.
Sports betting
Pools and lotteries on sporting events are time-tested games of popular tradition in Italy and are
nowadays played over a vast network of gaming outlets connected to the AAMS tote system. Since its
introduction in 1946, "Totocalcio" has been the standard-bearer for all Italians, including those less
passionate about football and those less interested in gaming, to the extent that it holds a privileged
place in the nation’s collective imagination. The game is now supplemented with competitions related
to Olympic games, motor sports, and other sporting and non-sporting events, as well as to the world
of theatre, music, culture, and national and international current affairs.
Here there are two types of bet: "tote" and "fixed-odds". Tote bets involve the constitution of a pot of
prize money which is divided among all players who correctly predict the outcome of all the events on
which the bet is placed. In fixed-odds bets, the player challenges the "bank" (run by licensees) in
relation to the outcome of individual events or a set of interconnected events; in the event of a win,
the player is paid a sum of money equal to the bet multiplied by the odds established for that event.
As betting programs have grown, new types of bets have been introduced such as "live" bets on
sporting events, namely the ability to place bets "during" the performance of the event, through to its
conclusion (e.g. up until the final lap in a motor racing event).
"TOTOCALCIO" and "IL 9"
"Totocalcio" consists of predicting the result from 14 events on a coupon using the symbols 1, X and
2. The game awards score-based prizes (each column played competes for the prizes at stake based
on points gained) and pre-game prizes (awarded immediately after the play is validated).
Players who enter the Totocalcio competition can also enter the affiliated game "Il 9", which consists
of predicting the result from the first nine events on the coupon using the symbols 1, X and 2. This
game also awards score-based prizes and pre-game prizes.
TOTOGOL
This is a tote-based competition on sporting events and consists of predicting, from the 14 events
shown on the coupon, the seven matches with the highest number of goals scored, marked in
descending order.
Fixed-odds betting
This varies according to the type of sport or event on which the bet is placed. For example, in football,
a sport which offers an enormous range of bets in addition to the traditional "1X2" system, participants
can bet on the exact result of a match, on the half-time result, on whether more or less than a certain
number of goals are scored and on many other types of outcome. In the most popular sporting
events, it is also possible to place "live" bets (i.e. when the event is in progress) on occurrences which
take place during play (e.g. which team will score the most goals). Players can bet on an individual
event (single bet) or on a combination of events (multiple bets), in which case the share of winnings is
equal to the multiple of the single shares offered for the outcomes indicated for each event.
Systematic betting
Another type of betting includes systematic bets, whereby the participant places multiple bets on the
events and outcomes indicated on a single betting slip, selecting certain parameters ("sistema
integrale" (full system) or "sistema ridotta" (partial system), with the option to select "fixed" odds). The
amount of winnings in this case is the sum of all individual combinations entered into the system
deemed to have won.
Big Match
This is a multiple bet placed on football matches, consisting of a "combined" prediction using the
"1X2" system and predicting an exact result. The player must enter a prediction on seven events from
three groups, the first two of which each contain six matches and the third contains three matches.
The player must select three events in each of the first two groups and then predict the exact result of
one of the matches indicated in the third group.
Big Race
This is a bet which may be placed on sporting events (cycling, skiing, motor racing, motorcycle racing,
etc.). The player must predict, in the exact order, the first 3 (cycling, skiing) or the first 5
(auto/motorcycle) finishing contestants from the starting list issued by AAMS for each event available.
Horse-race betting
Bets may be placed on all horse races listed in the official programs of Italian and foreign
racecourses.
Horse racing bets through bookmakers
Bets are accepted on all horse racing events shown in each program every day (except on 25
December) at all racecourses in Italy and at some race courses overseas. Acceptable forms of tote
bet are: "win", "place", "exacta", "swinger" and "trifecta". The bettor must identify: for a win, the horse
which comes first; for a place, the horses which finish in the first two or three positions (depending on
the number of runners); for an exacta, the first two horses to finish (in order or not, depending on the
number of runners); for a swinger, two horses in any order from the first three finishers; for a trifecta,
the first three horses to finish in the exact order.
Acceptable forms of fixed-odds bet are: "win" and "place" and bets may be placed on several races in
combination.
Players may also place win and place bets using the "Multipla a Riferimento" (standard multiple
system).
National horse racing
This is a tote bet placed on certain horse races (such as "corse Tris" and other events offered by
UNIRE) for which bets are taken through bookmakers, at race courses and in shops and horse racing
and sporting event betting outlets. Acceptable types of bets are: "Vincente nazionale", "Accoppiata
nazionale", "Nuova Tris nazionale", "Quartè nazionale" and "Quintè nazionale" (National Win, National
Place, New National Trifecta, National Superfecta and National Pick 5, respectively). Bets consist of
predicting the horses which finish in the first, first two, first three, first four or first five positions in the
exact order.
International horse racing
This is a tote bet on a certain horse race for which AAMS has authorised betting and tote systems
with other countries. The forms of bet available on an international horse racing event are: "Vincente
internazionale" (International Win), "Accoppiata internazionale" (International Exacta) and "Tris
internazionale" (International Trifecta). Bets consist of predicting the horses which finish in first, first
two or first three places in the exact order in international horse races.
V7
This is a multiple tote bet based on horse racing, consisting of predicting the horses which finish first
in a total of seven races. There are two ways to win: the first, for which 60% of the prize money is
awarded, consists of predicting the winning horses from each of seven races; the second, for which
40% of the prize money is awarded, consists of predicting the winning horses from six of the seven
races.
Skill games
AAMS has introduced remote skill games (games played interactively through a gaming platform on
the internet, on TV or by telephone, without the physical presence of the player at a table or at a
specific place or facility) with cash prizes, through a regulation which places player protection among
its main objectives. In skill games with cash prizes, the result depends predominantly on the skill of
the player, as well as on a certain element of randomness.
AAMS is responsible for authorising the collection of bets, after performing a number of technical and
economic inspections, through which licensees undertake to ensure:
• safe gaming
• the return of a minimum percentage of winnings, established by law
• the transparency and confidentiality of all processed information
Finally, to be awarded a licence, applicant gaming platforms and individual games must pass a
conformity test in relation to the applicable normative requirements.
Entertainment devices
Fun and entertainment systems and devices make up a family of games that have been widely used
in Italy since the early twentieth century: in fact, the first pinball games date back to the forties.
Fun and entertainment systems and devices without cash prizes are distinguished into the following
two types:
• games for prizes (skill cranes, hook-a-fish, etc.)
• entertainment-only (videogames and mechanical/electromechanical devices such as pool, table
football, pinball, etc.).
AAMS guarantees legality and safety in regard to equipment and devices for fun and entertainment. It
ensures the transparency of gaming by monitoring compliance with normative requirements
applicable to the devices and their operating modes. AAMS strives to evaluate the social role of
gaming and the will to have fun calmly, in moderation and with a sense of responsibility. Setting rules
and, over time, ensuring their observance means educating people about gaming and encouraging its
role in social gathering, embracing creativity and communication between individuals.
machines, together with the so-called Videolotteries, are the only legal gaming machines which offer
cash prizes. These machines, in addition to an element of randomness, also require an element of
skill, allowing the player to pick his/her strategy either at the start or during play by selecting the
options deemed most favourable. The use of such machines is prohibited for minors under the age of
18. The development of machines with cash prizes is drawing upon the evolution of information and
communication technologies to increase the machines’ attractiveness, while simultaneously protecting
players and levels of collection of legal operators.
Bingo
Based on the drawing of ninety numbers, Bingo derives from Lotto and is very similar to the traditional
tombola-style game that has been played in Italian families for years. The name "Bingo" has an
interesting origin: it derives from a game similar to tombola played in Georgia known as "Beano", in
reference to the dried beans that were used to cover the numbers drawn on the player’s game card.
The first player to cover all the numbers on his card would shout "Beano!" to announce his victory:
however, one lucky winner, instead of "Beano" shouted "Bingo", perhaps due to excitement or
mispronunciation.
The game is played in purpose-built halls (
halls), equipped with reception and entertainment
areas to encourage the coming together and socialising of players, as well as providing a pleasant
way to spend free time. As such, it differs substantially from other games, based mainly on individual
behaviours and the time difference between playing and winning.
The game will also be playable via internet.
AAMS issues licences for the game to private parties willing to make the necessary investments, offer
business tools and run the game according to the rules, compliance with which is constantly
monitored in protection of the public.
Lotteries
Traditional lotteries
Lotteries are one of the oldest and most widespread types of traditional games, associated with the
dream of magically changing one’s life and surrounding reality by winning a substantial, or at times
enormous, prize.
Lotteries are associated with one or more historic, artistic, cultural or other types of local events, with
the aim of combining an exciting moment with the artistic and cultural promotion of Italy. Italy’s biggest
lottery is the "Lotteria Italia", televised since the 1960s, which is traditionally played during the latter
months of the year and with the draw taking place on 6 January.
Instant-win lotteries
Instant-win lotteries satisfy the demand for a new type of game whereby the player "instantly" finds
out the result and any winnings; in Italy, new types of lottery have been introduced under the name
("scratch and win"), which summarises the dynamic of the gameplay: the participant is the
only player who will win any prize that is awarded.
The game is played through the sale of coupons on which a combination of numbers or symbols is
hidden using a special paint that is removable through abrasion. The combination wins if it matches
the indications given in the game rules, which are also printed on the coupon.
Other types of lottery include those with remote participation: "lotterie telematiche" (electronic
lotteries), which are entirely new on the Italian market, even though they represent the transposition to
the internet of the gameplay from a product already on the market.
2.4
SAFETY: TECHNOLOGY AND TRANSPARENCY
To prevent the exposure of players to unnecessary risks, AAMS guarantees safe
gameplay. Its gaming system, which is unique in Europe, was designed by Sogei
S.p.A. which, as partner of the Financial Administration, has created a
technologically advanced infrastructure for the centralised management of all
operations involving the gaming market.
In particular:
-
bet control and tote systems manage the acquisition and processing of all
gaming transactions in real time, guaranteeing high levels of performance in
terms of the duration of transactions and the certification, security, and
conservation of data;
-
for Bingo, a control system has been created which allows for the collection of
data from individual bets placed on the central system from each licensed hall;
-
for entertainment machines, AAMS handles the issuing of permits for their
distribution and use. For machines with cash prizes, using the central control
system to which licensee processing systems are connected, AAMS monitors
correct gameplay and the number of plays on each machine and disables any
machines which display unusual behaviour. This allows it to correctly determine
the taxes due and to apply the correct penalties in the event of violations;
-
for remote gaming, AAMS is responsible for issuing licences to facilities that
are able to demonstrate their compliance with a number of player protection
measures (described below), some of which are related to physical and
environmental safety, as follows:
•
all computer systems must physically reside in a data processing centre,
access to which is restricted to authorised personnel only;
•
an authentication system must be used: players must only be granted
access to systems after correctly entering their login details;
•
intrusion detection systems must be used and all logins must be logged in a
verifiable register;
•
all systems must be equipped with a virus detection system;
•
any removable media containing critical data must be securely disposed of;
•
time-outs must be activated after a certain period of player inactivity during
a session.
2.5
POINTS OF CONTACT
Directorate General:
-
Piazza Mastai, 11 - 00153 Roma - Main Switchboard 06/58571 - Fax 06/58572200
-
Website - www.aams.gov.it
-
<address for submission of complaints>.
Information on AAMS satellite offices can be found at the AAMS website
(www.aams.gov.it) in the section "Chi siamo > Struttura > Uffici regionali" (in
Italian).
3.
REMOTE GAMING: AAMS AS GAMING OVERSEER
Remote gaming is a particular type of gameplay that allows the player to participate
interactively through a gaming platform over the Internet, on TV or by telephone
(without being physically present).
Remote gaming began with betting on horse racing and sporting events and has
since grown to include instant-win lotteries, pools and lotteries on horse racing and
sporting events, skill games, "Superenalotto" and Bingo. As it is a format still in
rapid expansion, this list could be increased further in the future; the following
passages, however, apply to all forms of game played remotely.
3.1
WHO CAN PLAY?
Only adults over the age of 18 can play. In order to play, participants must:
-
register, entering at least their address, age, identity and tax ID;
-
open a gaming account;
-
read and accept the methods of data processing;
-
read and accept the gaming account contract;
-
send a copy of their ID document to the licensee
in accordance with the procedures set out by individual licensees.
3.2
WHAT GAMES SHOULD I “TRUST”?
In accordance with the regulations in force, AAMS is responsible for:
-
issuing licences to aspiring licensees which demonstrate, among other things,
their consideration for player protection;
-
blocking unauthorised gaming sites, with the aim of combating on-line fraud
related to gaming.
The AAMS website provides:
-
references to authorised remote gaming sites in the section "Giochi", under
"Per gli utenti/Concessionari autorizzati al gioco a distanza e relativi canali di
raccolta" (in Italian);
-
references to blocked sites in the section "Giochi", under "Per gli utenti/Siti
soggetti ad inibizione" (in Italian).
To
report
an
illegal
site,
[email protected].
send
an
email
to
the
address
3.3
COMMITMENTS
As part of its role as remote gaming overseer, AAMS establishes quality standards
regarding compliance with the fundamental principles of "legal and responsible
gaming", and undertakes to comply with such standards and to enforce and
monitor compliance with all standards applicable to licensees.
Irregularities related to information services are generally of a commonly known
type and as such can be easily detected when logging into the gaming site;
however, irregularities related to operational services are often associated with
gaming account management and will only appear after a player opens and uses a
gaming account. Where AAMS should detect a failure to comply with obligations
described in the List of Services, it may "issue" the licensee a penalty which, based
on the type of obligation, will be:
-
Points: such penalties apply in the event of failure by the licensee to comply
with quality standards regarding information or operational services within the
gaming environment. Licensees subject to this penalty must demonstrate their
compliance with the aforementioned quality standards: if they fail to do so,
AAMS will impose the penalties set out in the licence agreement, which may
imply the suspension or revocation of the licence.
Example: when signing the contract, the licensee is awarded an initial number
of 100 points. If the licensee is subject to point penalties, namely by failing to
satisfy the quality standards set out in the List of Services which are associated
with an appraisal of its operations, it will be deducted points in accordance with
the table below. If the licensee demonstrates its compliance with such quality
standards, the previously deducted points will be restored. If a licensee’s points
score falls below 50, its licence will be suspended by AAMS until it proves its
compliance with the aforementioned standards: in such case, the licensee’s
previously deducted points will be restored.
-
Economic: this type of penalty is imposed in the event of direct harm to the
player. For the most part, such events are uncommon. The penalty (which is
calculated as described in the licence agreement) consists of a variable fine,
associated to several of the quality standards, the amount of which is
determined in proportion to the extent of the harm suffered by the player (e.g.
payout amounts and delayed payment times); this amount is paid entirely to the
player.
Indicator
Obligation
Responsibility Penalty/Sanction
The insertion, on all channels offering remote gaming, of an
area dedicated to player protection in order to encourage
responsible gaming (highlighting the potential risks of games of
o
communicati
on
chance, player self-protection measures, practical gaming
information, terms and conditions accepted by the player,
Points (-2 points for
Licensee
each detected
infringement)
privacy regulations, references/links to the AAMS website and
to its List of Services on responsible gaming, methods for
submitting complaints, etc.)
The insertion, on all channels offering remote gaming, of an
area for increasing awareness of the protection of minors
Sending to each player that opens a new gaming account the
AAMS List of Services for remote gaming or a link thereto
Points (-5 points for
Licensee
each detected
infringement)
Points (-2 points for
Licensee
each detected
infringement)
Indicator
Obligation
Responsibility Penalty/Sanction
Prerequisites for access to gaming:
o clarity
Points (-1 points for
provision of free practice games which use algorithms (where
Licensee
each detected
infringement)
applicable) equal to those used in real sessions
On-line call centre support:
a) support centre opening hours:
-
Monday – Saturday
-
Sunday and midweek holidays from 8:00 to 15:00;
from 8:00 to 20:00;
b) response and resolution times for all telephone and
online support requests:
-
90 % (ninety per cent) within 1 working hour;
-
5 % (five per cent) within 4 working hours;
-
by the end of the next working day for the remaining
5 % (five per cent);
c) response and resolution times for corrective
maintenance on software and databases; full restoration
of functionality must be guaranteed:
-
for 90 % (ninety per cent) of cases, no later than the
end of the second working day after receiving
instruction from the support service in the case of
malfunctions that do not limit betting activity;
-
for the remaining 10 % (ten per cent), no later than
the end of the fourth working day after receiving
instruction from the support service in the case of
malfunctions that do not limit betting activity;
-
for 98 % (ninety-eight per cent) of cases, within 4
working hours after receiving instruction from the
support service in the case of malfunctions that limit
betting activity;
-
for the remaining 2 % (two per cent), no later than the
end of the next working day after receiving instruction
from the support service in the case of malfunctions
that limit betting activity.
Points (-1 points for
Licensee
each detected
infringement)
Indicator
o prevention
Obligation
Prohibition of acceptance of requests to open a gaming
account by minors under 18 years of age
Insertion of player self-appraisal tests (e.g. when entering a
gaming session) in relation to responsible gaming
o awareness
Responsibility Penalty/Sanction
Points (-25 points for
Licensee
infringement)
Points (-1 points for
Licensee
Points (-1 points for
Licensee
if exceeded, prevents the player from playing
Player compliance with the requirement of self-exclusion from
play for a set period of time (1 day, 1 week, etc.)
Points (-10 points for
Licensee
o transparency
Points (-10 points for
Licensee
logs out
each detected
infringement)
Points (-1 points for
Licensee
each detected
infringement)
account balance
Display of total playing time and amounts bet when the player
each detected
infringement)
Gaming account statement:
shows all bets placed within a set period of time and the
each detected
infringement)
(compulsive gaming, etc.) with final tests.
Obligation of player self-limitation, setting a deposit limit which,
each detected
infringement)
Prerequisite for initial game login:
submission of behavioural forms concerning risk awareness
each detected
Points (-1 points for
Licensee
each detected
infringement)
Insertion of an area on all channels offering remote gaming that
displays:
o security and
the modes to be enabled to protect against the use of
games by third parties, including minors
privacy
-
the mechanisms for detecting unauthorised use of the
gaming account
-
the mechanisms for protecting player privacy
Points (-2 points for
Licensee
each detected
infringement)
Indicator
Obligation
o availability of Not more than one hour from the official certification of the
Responsibility Penalty/Sanction
Licensee
amounts won event which determines the win, without prejudice to the
Economic
Amounts payable to
(notwithstand exceptions pursuant to the individual game rules.
the player: 75 % (up
ing any other
to a maximum of
provisions of
€ 50 000) of the
the individual
returns not paid on-
game rules)
time, in addition to the
winnings
o crediting of
Not later than seven days from the date of the player’s
remaining
withdrawal request, using the exchange rate applicable on said
amounts in
date
Licensee
Economic
Amounts payable to
the player: 10 % of
the gaming
the amounts on-
account
account for each day
after the 7th day from
the withdrawal
request
o Warranty
Monitoring of obligations assumed by licensees
AAMS/Licensees Not applicable
Licensees accept the obligations listed above upon signing the
contract.
3.3.1
COMMITMENT MONITORING
Compliance with obligations is monitored by means of:
-
the analysis of complaints made by players and submitted
to AAMS (see section below for reporting methods);
-
sample testing, carried out ad-hoc by AAMS according to
an established plan at the sites/through the channels
offering remote gaming;
-
technical tests, inspections, and checks on computer systems and on the
software source code used, to be determined unilaterally by AAMS and
implemented without prior notice at the facilities of the licensee or, with regard
to the computer systems and software source code, at the facilities of any third
party suppliers;
-
checks on data collected from games both completed and in progress, made
provided to AAMS by licensees through remote access in accordance with the
contract specifications.
AAMS will periodically publish compliance monitoring statistics on its website.
4.
LISTENING TO THE PLAYER
AAMS provides various feedback channels to maintain contact with players,
including:
4.1
-
analysis of reports and complaints submitted by email;
-
periodic player satisfaction surveys, including in relation to licensee activity.
COMPLAINTS AND SUGGESTIONS
To improve the quality of the service and to report any irregularities or noncompliance by the licensee of the obligations shown in the List, the player may
submit a complaint or a make suggestion using the following address:
- <address for submission of complaints>
using the form located in the "Giochi" section of the AAMS website (in Italian).
Complaints must be accurately presented and must contain all the information
needed to identify the problem (gaming site, obligations not performed, date of
problem, etc.) to facilitate their analysis, accompanied by details of the player
reporting the problem in order to address the response accordingly.
AAMS will analyse the complaint/suggestion and respond to the sender within 20
days (providing the player’s details are provided), describing the results from the
analysis and any actions taken.
AAMS will periodically publish the relevant statistics (number, topics, response
times, etc.) in the same complaints-reporting section of its website.
4.2
EVALUATION OF SERVICES PROVIDED BY LICENSEES
To evaluate the services offered by licensees, AAMS may periodically carry out a
customer satisfaction survey which targets players directly, consisting of a
questionnaire that is issued to players through licensee websites.
AAMS will periodically publish the results from such surveys on its website.
ANNEX
Complaints and suggestions form
List of Services for Remote Gaming
<form code>
Complaints and Suggestions
30-June-2010
This form, which is available on the AAMS website in the section "Giochi" >
"Per gli utenti/Segnalazione reclami e suggerimenti" (Games > For users >
Reporting Complaints and Suggestions", in Italian), must be used for the
sole purpose of making suggestions for improving the quality of the service
provided by AAMS in relation to remote gaming activities, or for reporting
any irregularities or non-compliance by licensees of the obligations shown in
the List of Services for Remote Gaming, available on the AAMS website and
on the sites of licensees which offer remote gaming services.
To submit a complaint or to make a suggestion, players may send a
report to the address xxxxxx.
Complaints must be accurately presented and must contain all the
information needed to identify the problem (gaming site, obligations not
performed, date of problem, etc.) to facilitate their analysis,
accompanied by details of the player reporting the problem in order to
address the response accordingly.
Violation of level of service:
Communication
XXXXXXXXX
XXXXXXXXX
XXXXXXXXX
Clarity
XXXXXXXXX
XXXXXXXXX
Prevention
XXXXXXXXX
XXXXXXXXX
Awareness
XXXXXXXXX
XXXXXXXXX
XXXXXXXXX
Transparency
XXXXXXXXX
XXXXXXXXX
Security and Privacy
XXXXXXXXX
XXXXXXXXX
XXXXXXXXX
Economic Aspects
XXXXXXXXX
XXXXXXXXX
Other (specify)
Licensee/site:
...................................................................................................................................................................................................................
Game:
...................................................................................................................................................................................................................
Could you give a brief description of the event?
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
When did it take place? (date of event)
Do you have any suggestions for improving the services provided by AAMS in the area of gaming?
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
Or would you like to express your satisfaction?
...................................................................................................................................................................................................................
...................................................................................................................................................................................................................
Attachments
1 - .............................................................................................................................................................................................................
2 - .............................................................................................................................................................................................................
3 - .............................................................................................................................................................................................................
4 - .............................................................................................................................................................................................................
5 - .............................................................................................................................................................................................................
Personal data
If you would like a response, please enter your details:
Name:
.......................................................................
Surname:
.............................................
Address (street and number): .............................................................................................................................................................
Town/City:
.......................................................................
Postal Code and Province: .......................................
Telephone:
.......................................................................
Mobile:
.............................................
Fax:
.......................................................................
E-mail:
.............................................
Tax ID:
................................................................................................................................................................
Gaming account number: ................................................................................................................................................................
By entering your general information, you, the player, give consent to the processing of your personal data in accordance
with Legislative Decree 106 of 30 June 2003 concerning privacy; this data will only be used for correspondence related to this
complaint/suggestion and will not be transferred to third parties for any reason.
AAMS undertakes to provide a response to all players having provided their details within 20 business days from the date of
receipt of this form, describing the results from the analysis and any actions taken.