Responsible Gaming Program

Purpose
We strive to provide a channel of entertainment to our customer in a positive way. It is an important part of our overall customer care program.

This program also covers the commitment of our team members and their continued support of our initiatives and public awareness surrounding responsible gambling.

Scope
This policy applies to all employees of M88, its subsidiaries and associated companies.

Our Commitment
Gambling on the internet offers the benefit of significant technological advantages. It provides customers with valuable support tools, because the internet has the capacity to be a highly controlled environment, and allows for use of personalized support tools, including software that tracks patterns of play. The use of this software is a step closer in providing the customer an environment that will help mitigate the effects of problem gambling.

We will foster a culture of responsible gambling by creating an environment where gambling is fun, and harm is minimized. We are committed to sharing responsibility, with Governments and communities and individuals, for helping customers control their gambling, and helping problem gamblers to identify their problem and seek assistance. Some of the ways that we do this are:
  1. Providing our customers to have exclusion options: opt-out, self-exclude via PAGCOR, family-initiated via PAGCOR from betting with us;
  2. Providing Responsible Gambling information and messages to our customers;
  3. Training our staff about Responsible Gambling;
  4. Referring our customers affected by problem gambling to gambling-related support services; and
  5. Ensuring our marketing and advertisement will encourage responsible gambling.
We aim to achieve the following outcomes:
  1. Minimizing the extent of gambling related harm to individuals and the broader community;
  2. Enabling customers to make informed decisions about their gambling practices;
  3. Enabling people adversely affected by gambling to have access to timely and appropriate assistance and information;
  4. Promoting a shared understanding between individuals, communities, the gambling industry and Government of responsible gambling practices; and
  5. Ensuring the gambling industry provides safe and supportive environments for the delivery of gambling products and services.
We are committed to:
  1. provide accurate, meaningful and readily accessible information to enable customers to make informed decisions when considering their level of gambling activities
  2. work with external support agencies in providing assistance and information for customers adversely affected by gambling
  3. provide sensitive and confidential support to customers who wish to exclude themselves from our casino/s websites
  4. ensure self-excluded customers do not receive promotional material
  5. encourage customers to take breaks in play
Definition of Terms
  1. Exclusion – a prohibition against a customer from accessing the website/platform.
  2. Gambling/Gaming - involves staking money on uncertain events, driven by chance or a combination of chance and skill.
  3. Minor - person under the age of 21 years
  4. Problem Gambling - is characterized by difficulties in limiting money and/ or time spent on gambling which leads to adverse consequences for the gambler, others, or for the community
  5. Responsible Gambling - is social gambling. Social gamblers participate in gambling activities in a responsible manner without experiencing any negative impacts on any aspect of their life.
Player Information Guide
The Player information guide is to assist you to make informed decisions on your gambling at our website/gaming platform.

Gambling Products
The gambling products at our gaming platform are regulated by the government to ensure they meet strict standards.

Gamble Responsibly
Gambling is fun if it is responsible, and you are in control. Only you can decide how much time and money you want to spend on gambling at our platform. You should spend only what you can afford to lose. Take a break from time to time.

These games are products of chance and randomness and there is no guarantee that you will achieve the winning outcomes any of the time.

Help is available
If you, or someone you know, gambles more money that they can afford to lose, chases losses, misses work to gamble, are secretive about gambling habits, feel depressed or have other signs, help is available. For more information, click at "Contact Us" or refer to the "Counselling" section of this Program.

Employee Support Policy

Objective
To ensure appropriate support is provided to an employee who may have a problem with gambling or may be at risk of developing a gambling problem.

Possible Indicators of problem gambling
It is up to the employee to decide if he or she has a gambling problem, based on one or more statements below:
  • You gamble with more money than you can afford to lose.
  • You chase your losses.
  • You miss work to gamble.
  • You borrow money to finance your gambling.
  • You have missed important family activities to gamble.
  • You feel depressed, anxious, suicidal, and hopeless.
  • You are secretive about your gambling habits.
  • You have unpaid bills because you used the money for gambling.
  • You manipulate others to hide your gambling problem.
Assistance is available
We are committed to provide a health and safety workplace and at the same time provide necessary assistance and support, upon request, to any employee who may have a problem with gambling.

If you believe that you have a problem with gambling, do not ignore it and hope that it will go away. In most cases it won’t. There are several courses of action that you can take. Only you can decide which action, or combination of actions, you feel most comfortable with. Some possible actions you can take are to:
  • contact the designated staff member who is responsible for staff matters relating to problem gambling
  • contact any of the help centers
Complaint Handling Procedures
We will handle complaints in accordance with the procedures as outlined below:
  1. Customer Service Team are to refer gambling-related complaints to the customer liaison officer (CLO)
  2. The CLO will reach out to the customer to identify and define the nature and cause for the complains, including giving assurance on confidentiality and privacy as per the company policy.
  3. The CLO will determine whether the complaint can be resolved immediately or should be referred to management.
  4. If the complaint can be resolved immediately, the CLO will take necessary steps to resolve the complaint on the spot.
  5. If the complaint is to be referred to a higher level, the CLO will then inform the patron of the timeframe involved in communicating and getting a response on the complaint from the higher level.
  6. The CLO will communicate the proposed solution to the customer, including the basis (law, policies, etc.) on which the solution was framed.
  7. If the patron is not satisfied with the outcome, the CLO will advise the patron to seek their own legal or professional advice (at their own expense should they wish).
  8. The CLO will record details of the complaint and action taken in a Gambling-related incident report.
Responsible Gambling Practices
  1. Responsible Gambling Is
    1. A Fun and entertaining form of recreation
    2. Sticking to limits with regards to time and money
    3. Playing with expendable entertainment funds.
    4. The ability to temporarily or permanently exclude oneself if the gambler feels he or she is experiencing a concern about gambling behavior

  2. Responsible Gambling Is Not:
    1. Gambling with money is borrowed from credit cards, future paychecks, or family funds allocated for expenses.
    2. The cause of problems at home, on the job, legally or financially.
    3. Intended to take the place of personal relationships.
    4. An obsession.
    5. A means to resolve a financial crisis, an escape from stressors, grief, or other feelings, or a replacement for other addictions.

    Overall, responsible gamblers engage in other forms of recreation and social events and utilize non-gambling stress reduction activities.

  3. Problem Gambling Is:
    1. A complex condition, an addiction, often with serious consequences, such as:
      1. Financial (e.g., credit card debt, pay-day loans, inability to pay bills)
      2. Spiritual/Psychological (e.g., depression, suicide)
      3. Social (e.g., isolation, withdrawal)
      4. Family (e.g., neglect, abuse, divorce)
      5. Vocational (e.g., decline in work performance, loss of job, sick days, dropping out of school)
      6. Physical health - (e.g., higher rates of cardio-vascular and gastro-intestinal issues)
      7. Legal issues - (e.g., fraud, embezzlement, bankruptcy, bad checks)

    2. Frequently connected to other addictions and mental health disorders:
      People in recovery from drugs or alcohol often see gambling as an alternative and many of the same patterns of addiction emerge.

    3. A hidden disorder that has a higher rate of suicidal ideation/attempts than other addictive disorders:
      Threats of suicide must be taken seriously.

    4. Treatable:
      Help is available, and treatment works. Helplines are provided in this program.

  4. Problem Gambling Is Not:
    1. moral weakness.
    2. A lack of self-control.
    3. Just about gambling too much.
    4. Confined to a particular gender, age group, ethnic group, or social class.
    5. About "bad" people.

    Problem gambling occurs when gambling negatively impacts upon one or more aspects of a person’s life. The amount of time or money a person spends does not, in and of itself, indicate a problem, absent other behaviors.

  5. Behaviors Associated with Problem Gambling May Include:
    1. Increased frequency of gambling activity (e.g., amount of time and money spent gambling, thinking about gambling, ways to get money to gamble, or how to hide past gambling behavior or losses).
    2. Unsuccessful attempts to control, cut down, or stop gambling and often restlessness or irritability when unable to gamble, cut down or stop gambling.
    3. Gambling to escape problems or relieve feelings of boredom, depression, anxiety, grief, or helplessness.
    4. Chasing losses, often returning to win back money lost, usually when initial loss was beyond available resources (e.g., writing bad checks, spending rent money or borrowing on paycheck).
    5. Lying to loved ones and others about extent of gambling at the risk of jeopardizing a significant relationship, job, educational or career opportunity.
    6. Secretive behavior (e.g., hiding lottery tickets or betting slips, or having bills sent to work or another address).
    7. Bragging about wins, not talking about losses.
    8. Frequent mood swings, which are elevated when winning and depressed when losing.
    9. Floating money in bank accounts, borrowing from petty cash, or taking family funds allocated for other uses to gamble.
    10. Borrowing money, often lying about what the money will be used for, relying on others for living expenses, and struggling to pay for family needs.
    11. Continuing to gamble despite negative consequences (e.g., financial problems, relationship strife, and threats of divorce or losing their job).

  6. Problem Gambling Impacts on Families:
    1. Family relationships can be severed and destroyed by someone experiencing serious gambling difficulties - - up to and including the ultimate severance -- suicide.
    2. Families can suffer from unmet basic needs as the result of problem gambling and often experience financial, physical and emotional difficulties.
    3. Families can be made homeless as a direct result of problem gambling.
    4. Indications are that domestic violence rates are higher among problem gamblers which may include child neglect and child abuse.

  7. Problem Gambling Checklist
  8. If you are concerned that gambling may have taken over your (or someone else's life) then the following questions may help you find out:
    • Have others ever criticized your gambling?
    • Have you ever lied to cover up the amount you have gambled or time you have spent doing it?
    • Do arguments, frustrations or disappointments make you want to gamble?
    • Do you gamble alone for long periods?
    • Do you stay away from work or college to gamble?
    • Do you gamble to escape from a boring or unhappy life?
    • Are you reluctant to spend 'gambling money' on anything else?
    • Have you lost interest in your family, friends or pastimes due to gambling?
    • After losing, do you feel you must try and win back your losses as soon as possible?
    • When gambling and you run out of money, do you feel lost and in despair, and need to gamble again as soon as possible?
    • Do you gamble until your last penny is gone?
    • Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?
    • Do you feel depressed or even suicidal because of your gambling?

    Know When to Stop Before You Start ® These questions are provided to help you decide if he or she has a problem and needs to seek help.

  9. Staying in Control
  10. Most of our customers enjoy the M88 entertainment experience. Whilst most people do gamble within their means, for some gambling can become a problem.

    It may help you to keep control to remember the following:
    • Gambling should be entertaining and not seen as a way of making money
    • Avoid chasing losses
    • Only gamble what you can afford to lose
    • Keep track of the time and amount you spend gambling

  11. Minors
  12. As a responsible operator, we are committed to protecting minors by actively taking steps to exclude minors from placing a wager using our betting platforms. Our services are designed to appeal to and be used by persons who are at least 21 years old. Our players need to be 21 years or older to register an account.

    We have in place several measures designed to prevent underage players from entering our website, but we also ask that our players take the following step to help keep minors out:
    • Do not leave your computer or mobile device open, unattended and signed into your wagering account when minors are present.
    • Do not allow minors to participate in any type of gambling activity.
    • Do not share your credit card or banking information with a minor.
    • Create a separate profile or account for everyone who uses your computer.
    • If you have children at home, install child-protection software (see filtering systems below, etc.) on your computer to prevent them from reaching gambling websites.

  13. Restrictions of gambling by company employees
  14. Our employees are not permitted to gamble at our websites. IP/Website blocking are put in place.
Duties and Responsibilities
  1. Responsibilities of Employees
    1. attend Responsible Gambling training
    2. be able to direct customers to relevant information and assistance
    3. respond immediately to customers requesting self-exclusion
    4. understand the complaint resolution procedure
    5. know where to get further information

  2. Management Responsibilities
    1. To provide comprehensive training program to promote Responsible Gambling.
    2. Implement communication programs for the employees to improve understanding or responsible gambling.

  3. Our Responsibilities to our Customers
    1. will make available banners describing responsible gambling and where to find assistance.
    2. will make available to customers information regarding the availability of problem gambling and substance abuse support services.
    3. will make available to customers and team members information generally explaining the probabilities of winning or losing at the various games offered by the casino.
    4. will provide opportunities for customers to request in writing that they not be sent promotional mailings of any kind and for revocation of financial services.
Marketing – Advertise Responsibly
loyalty/rewards programs, if applicable, engage customers in a responsible manner and on balance, encourage responsible gambling.

Responsible Advertising and Marketing will:
  1. Contain a responsible gambling message
  2. Comply with relevant rules and regulations such as PAGCOR’s Code of Practice
  3. Reflect generally accepted contemporary standards of good taste.
Responsible Advertising and Marketing will NOT:
  1. Feature anyone who appears to be below legal age
  2. Contain any figures or symbols that is designed to appeal to minors
  3. Suggest that gambling can be a solution to financial problems
  4. Depart from contemporary standards of good taste that apply to all commercial messaging
  5. Contain claims or representations that gambling activity will guarantee an individual’s social, financial, or personal success
  6. Imply or suggest any illegal activity of any kind
  7. Be placed in media specifically oriented to children and/or minors.
  8. Contain misleading statements about odds, prizes or chances of winning.
  9. Contain false, misleading or deceptive statements.
  10. Involve any irresponsible trading practices.
Getting help
  1. Exclusion Programs
    1. Opt-out
    2. On request, we will close any customer account or accounts for a minimum period of 6 months up to 5 years as requested.
      To use our Opt-out option, you may reach us at “Contact Us” section with details of all the accounts you have opened with us.

    3. Self-exclusion program via the PAGCOR
      1. Application can be initiated by sending an inquiry to PAGCOR’s Responsible Gaming email account. Exclusion forms may be downloaded through the PAGCOR website at www.pagcor.ph/regulatory and are available at PAGCOR operated and regulated gaming sites.
      2. Applicant must submit the following documents:
        1. Photocopy of one (1) valid government ID card with photo and signature
        2. Fully accomplished RG Form 2
        3. One (1) 2x2 photo taken within 6 months from application date
      3. Applicant may request for an exclusion period of 6 months, 1 year or 5 years. After completion of the exclusion period, the self-exclusion order will be lifted automatically. A self-exclusion period for the first six (6) months is irrevocable.
      4. Respondent for self-exclusion may apply for a Petition to Amend the Exclusion Period (RG Form 8) only after the 6-month irrevocable period.
      5. Regardless of where application was applied, the self-exclusion order will be enforced in all PAGCOR operated and regulated gaming facilities. Names of excluded persons will be posted in the National Database of Restricted Persons.

    4. Family-Initiated exclusion program via PAGCOR
      1. Exclusion forms may be downloaded through the PAGCOR website at www.pagcor.ph/regulatory and are available at PAGCOR operated and regulated gaming sites.
      2. The family member is considered the applicant while the problem gambler is the respondent.
      3. Any one of the following family members may request for a customer’s exclusion:
        1. spouse
        2. child at least 18 years old
        3. parent
      4. Immediate family member applying for exclusion must submit the following documents:
        1. If applicant is the parent:
          1. Photocopy of respondent’s valid government ID with photo
          2. Photocopy of respondent’s Birth Certificate
          3. Photocopy of applicant’s valid government ID with photo and signature
          4. One (1) 2x2 photo of respondent taken within 6 months from application date
          5. Fully accomplished RG Form 3
        2. If applicant is the child:
          1. Photocopy of respondent’s valid government ID with photo
          2. Photocopy of applicant’s Birth Certificate
          3. Photocopy of applicant’s valid government ID or school ID with photo and signature
          4. One (1) 2x2 photo of respondent taken within 6 months from application date
          5. Fully accomplished RG Form 3
        3. If applicant is the spouse:
          1. Photocopy of respondent’s valid government ID with photo
          2. Photocopy of Marriage Contract
          3. Photocopy of applicant’s valid government ID with photo and signature
          4. One (1) 2x2 photo of respondent taken within 6 months from application date
          5. Fully accomplished RG Form 3
          In lieu of the Birth Certificate, a foreign applicant may submit an official document issued by its home country’s government establishing his/her identity as well as the respondent’s and their relationship, the authenticity of which must be certified by the Department of Foreign Affairs of the Philippines. Incomplete requirements will not be processed.
      5. Applicant may request for an exclusion period of 6-month, 1 year and 3 years. After completion of the exclusion period, the family exclusion order will be lifted automatically. (see attached revised RG Form 3)
      6. Upon expiration, the relative may re-apply for exclusion (RG Form 3), otherwise, the Family Exclusion Order will be lifted automatically.
      7. Regardless of where application was applied, the Family Exclusion Order will take effect in all PAGCOR operated and regulated gaming facilities. Names of excluded persons will be posted in the National Database of Restricted Persons (NDRP).

  2. Counseling
  3. There are many organizations that can provide support and assistance to individuals who develop a problem with gambling. If you feel this has happened to you, we recommend contacting a self-help organization for guidance.

    The following websites offer advice and guidance. Each link contains help line numbers and an e-mail address that you may contact if you would like confidential advice and support:

    Life Change Recovery Center
    Dr. Randy Misael S. Dellosa
    105 Scout Rallos Street,
    Kamuning Barangay Sacred Heart,
    Quezon City
    Tel. nos. (02) 415-7964 / 415-6529
    Website: www.lifechangerecovery.com

    Bridges of Hope Drugs and Alcohol Rehabilitation Foundation, Inc.
    Headquarters:
    364 Aguirre Ave. Phase 3,
    BF Homes, Paranaque City
    Tel No: (02) 622-0193
    Mobile: 0917-5098826

    New Manila Branch:
    12 Orestes Lane, Mariposa St.,
    New Manila, Quezon City
    Tel No: (02) 502-0600
    Mobile: 0917-8560623

    Cebu branch: Mandaue City, Cebu
    Email: [email protected]
Filtering Systems
Filtering options can be enabled to help prevent persons from entering online sports betting software and websites. If minors have access to the device that you use to access our betting platforms, we encourage you to use filtering software to prevent access to our betting platforms by minors. The comprehensive list of filtering options available for download can be accessed through these sites:
  1. www.netnanny.com
  2. www.cybersitter.com
  3. www.gamblock.com
  4. www.27labs.com
Training of Management and Staff

Objective
  • This is to enhance knowledge of key gambling concepts, tools and resources
  • Provide relevant, role-specific direction for promoting responsible gambling
  • Train employees how to respond to responsible gambling queries
Evaluation
The success of these training programs will be evaluated through:
  • Attendance Reports: Target is to have 100% of all eligible employees. HR will check attendance reports to identify who have missed their training, will be followed up with their Manager. The employee must attend a mandatory training make up session.
  • Post-training Evaluations
  • Annual Employee Responsible Gambling Survey
TRAINING REINFORCEMENT STRATEGY

Objective
To ensure key training elements are firmly embedded into gambling employees’ day-to-day roles. The following responsible gambling areas of the training will be reinforced:
  1. Following the escalation guidelines
  2. Available Responsible Gambling resources-where to find them and how to use them.
  3. Difference between responsible gambling and problem gambling
  4. Dealing with responsible gambling queries and complaints
Messaging on these topics will be communicated to employees through a variety of channels including: face-to-face interaction; posting of information on bulletin boards; and regular message blasts.

RESPONSIBLE GAMBLING TRAINING FOR CORPORATE EMPLOYEES
While corporate employees may not have direct contact with the customers, we will ensure all employees understand the critical importance of Responsible Gambling.

Objective
This training promotes awareness of what Responsible Gambling is, what we aim is to weave it into the fabric of the business, and how this knowledge and understanding is an integral part of our everyday operations. Specific objectives of the corporate training are to:
  1. Promote awareness of Responsible Gambling Practices
  2. Highlight potential warning signs of problem gambling
  3. Dispel myths associated with gambling
While corporate employees may not have direct contact with customers, training promotes awareness of the company’s priorities, the integration of Responsible Gambling into priorities like revenue generation, and the development of Responsible Gambling as a core part of new business initiatives.

Evaluation
Measuring the effectiveness of its Corporate Responsible Gambling training through post-training questionnaires and an annual Responsible Gambling employee survey.

The survey measures key indicators including:
  • Knowledge about the responsible gaming program
  • Employee engagement with responsible gambling
  • Perception of the employees of the company as a socially responsible corporation
TRAINING FOR CUSTOMER SERVICE TEAM

Objective

The is focused on:
  1. Dealing with player complaints about losses
  2. Understanding problem gambling behaviors
  3. Awareness of help resources and tools
The sessions will build on the initial training, providing a refresh, and offering additional content and practice on common situations faced by the Customer Service Employees with focus on:
  • Distinguishing between Problem Gambling and Responsible Gamins
  • Identifying the nature of gambling
  • Dispelling myths surrounding lottery play to customers
  • Recognizing and responding to common “red flag” behaviors
  • Resources available for customers and employees
  • Practicing the appropriate techniques to address problem gambling
Evaluation
The success of this training will be evaluated through a post-training survey.

Complaints
If you have a complaint relating to the operation of this Program, you should make your complaint in writing and send your correspondence via the 'Contact Us' section.

General information
Other Related Policies and Documents
  • PAGCOR Responsible Gaming Code of Practice
  • M88s Responsible Gaming Program
  • M88s Responsible Gaming Statement
This Program is made under the PAGOCR’s Responsible Gaming Code of Practice. For more information, please click link below or contact a member or staff.

For more information of Responsible Gaming please visit https://www.pagcor.ph/regulatory/cop.php or email to [email protected]