Code of Conduct for Licensed Operators
The Code of Conduct sets out the standards of professional conduct expected of all entities holding an Internet Gaming Licence issued by the Authority.
◆ The Code applies to all licensed operators and governs their conduct toward consumers, the Authority, and the broader regulatory environment. Adherence to the Code is a condition of holding and maintaining an Internet Gaming Licence.
Fair Dealing & Transparency
Licensed operators must deal fairly and honestly with consumers at all times. All terms and conditions governing the use of gaming services must be clearly presented, accessible, and written in plain language. Operators must not engage in misleading or deceptive practices in the provision of licensed services.
Pricing, bonus terms, wagering requirements, and withdrawal conditions must be disclosed clearly before a consumer enters into any transaction or agreement.
Responsible Advertising
All advertising and promotional materials must be truthful, not misleading, and socially responsible. Operators must not direct marketing communications toward minors or persons who have self-excluded from gaming services.
Promotional offers must be presented with clear and complete terms. Claims regarding potential winnings, odds, or outcomes must be accurate and substantiated.
Consumer Protection
Operators must maintain accessible and effective complaint handling procedures. Consumer complaints must be acknowledged promptly and resolved within reasonable timelines. Where a complaint cannot be resolved directly, the operator must inform the consumer of any available alternative dispute resolution mechanisms.
Consumer funds must be handled in accordance with the Authority’s financial requirements, including the segregation of player balances from operational funds.
Cooperation with the Authority
Licensed operators must cooperate fully with the Authority in the exercise of its regulatory and supervisory functions. This includes:
- Providing timely and accurate responses to regulatory enquiries
- Granting access to records and systems upon request
- Reporting material changes in ownership, management, or operational structure
Operators must not obstruct, delay, or interfere with any investigation, inspection, or audit conducted by or on behalf of the Authority.
Summary of Obligations
Obligations to Consumers
Licensed operators must provide fair, transparent, and responsible gaming services. Consumer interactions must be conducted honestly, with clear disclosure of terms, conditions, and risks. Player protection measures must be maintained at all times.
Obligations to the Authority
Licensed operators must comply with all regulatory requirements, submit reports within prescribed timelines, and notify the Authority of any material changes to their operations. Full cooperation with regulatory supervision is a condition of licensure.
The full regulatory standards applicable to licensed operators are published in the Regulatory Standards section.