Argentina’s IPLYC lottery discusses responsible gaming certification experience
WLA strives to support its members in following industry best practices to ensure responsible gaming for all their players. As such, WLA approved the use of the DigitalRG.com, for both lottery certification submissions and their assessment by the independent panel, starting in 2024, in order to streamline and simplify the RG certification process.
In addition, through 2024-2025, WLA is proceeding with its project to financially assist members undertaking RG certification level 2 for the first time on the platform.
The Argentinian State Lotteries Association (ALEA) is a WLA regular member, comprised of 24 active members. As such, ALEA members may undertake WLA responsible gaming certification.
One such ALEA member is the IPLYC se, loteria de misiones. We caught up with Isabel Ziveti, who runs the responsible gaming program at the IPLYC se, to learn about their experience of the certification process, using the DigitalRG platform.
What is your overall impression of the DigitalRG platform?
The tool is very well built, is easy to use, and the guidance from DigitalRG was key to achieving the process. They helped us make the best use of all our materials we have; follow the steps effectively, and to structure our content. This also helped us with our greatest challenge of time management.
It was a positive process with many good discussions that made us aware of what we are doing in our daily operations, what we are not doing, our achievements, and what we still need to accomplish.
We strongly believe that we could benefit from continued coaching moving forward.
What help did you receive?
DigitalRG guided us and in particular, helped us to focus and gather all the relevant materials required to complete certification. Between this guidance and the platform we saved us a lot of time and it was very structured.
We dedicated three people to this project, and centered our efforts on it. This meant stopping some of our usual activities, such as visiting schools to teach children about responsible gaming, in order to get the job done, which we did in one month.
By bringing order to our documents, we were able to have a complete overview of the lottery operations. It also helped us to see any existing gaps, what still needed to be worked on, and to make some important check lists to move forward effectively.
What did you learn from the process?
Certification requires hard work and attention to detail. What we discovered as we were going through the different steps was that the process goes beyond RG and touches other aspects of daily lottery operations, where different teams work together. For instance, we realized how important the design of a game is, with regard to ensuring responsible gaming, and the need to be able to measure player behavior, in order to protect vulnerable customers. During the gap analysis phase, we were able to see clearly what we have done, and some of the things we still need to do.
Are there any new projects that have come out of completing certification?
For some time, we have wanted to improve the responsible gaming communication on our products and in our game design.
As a result of the RG certification process, we are working on the following projects:
- Making the RG text on the back side of some lottery tickets more prominent, particularly for those under 18, who may think this is a quick way to earn money and start betting.
- Revisiting the way we convey the contact information we provide, to make it easy for vulnerable players to get help when they need it.
- Finding discreet, effective, new ways for such people to get this information at our points of sale.
- Increasing RG trainings provided throughout the year.
- Eventually, we would like to develop a system of notifications that would be sent to players to ensure they play responsibly. Currently, players can set financial limits, but we don’t gather player behavior statistics.
Listen to the interview, with Isabel Ziveti in Spanish, and learn more about the WLA RG certification process using the DigitalRG.com platform.
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