ROGA issues new responsible gaming guidelines for sportsbook VIP programs

The Responsible Online Gaming Association (ROGA) has released new guidelines to help operators strengthen responsible gaming in their VIP programs. The guidelines have the goal of helping players "maintain a balanced, enjoyable gaming experience within their own personal limits," according to a statement.

“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,” said Dr. Jennifer Shatley, Executive Director of ROGA.  

“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,” she added.

The guidelines recommended several specific actions. VIP hosts should receive role-specific training to better recognize and respond to potential signs of problem gambling. Operators should use automated systems to detect risky behavior, such as frequent deposits, long play sessions, or repeated failed withdrawal attempts. When red flags appear, there should be a clear process to escalate the case to a responsible gaming specialist, who can decide on the appropriate next steps. 

Additional recommendations include incorporating responsible gaming messaging into all VIP communications, establishing clear engagement protocols to guide host-player interactions, and ensuring that no bonuses, promotions, or incentives are offered to players who are self-excluded, in a cooling-off period, or have suspended or banned accounts. Operators are also encouraged to give players access to detailed data on their deposits, wagers, and withdrawals. 

Moreover, onboarding VIP players should include confirming their awareness of responsible gaming tools, and they should receive ongoing education about responsible gaming.

ROGA also recommended annual evaluations of VIP programs, with input from both players and hosts, and encourages operators to stay updated on new responsible gaming tools and methods.

"This non-exhaustive list of recommended practices is a critical step toward further supporting these programs," the association said. "ROGA’s members have independently made the decision to commit to implementing these guidelines within a commercially reasonable timeframe."

A full breakdown of ROGA's recommended practices can be found here.