Governance and Compliance: A Multi-Dimensional Approach to Responsible Gambling Implementation in Macao
One of the stipulations stated for getting an operators licnese in the Macau gaming industry was a dedication to responsible gaming. University of Macao Professor Davis Fong explains the latest developments in the SAR’s approach to this issue.
Building upon last year’s overview of the Macao SAR Government’s pivotal role in advancing responsible gambling, this article presents the administration’s strategic implementation of a voluntary assessment framework within gaming venues. This approach not only enhances the effective execution of responsible gambling initiatives by gaming operators but also ensures their full compliance with applicable legal and regulatory mandates.
To safeguard the rights and interests of gamblers, mitigate the impact of gambling disorders, and foster the healthy development of the gaming industry, the government has enacted legislation mandating that gaming operators implement robust responsible gambling measures. Complementing this statutory framework, the government has issued comprehensive guidelines to assist operators in establishing their internal codes and procedures dedicated to promoting responsible gambling practices. To ensure the efficacy of these initiatives, the government has convened an independent assessment body. This panel conducts voluntary evaluations for individual casinos, slot halls, and other gaming venues, facilitating their progression toward full compliance with established responsible gambling standards.
Productive Panel
The assessment panel comprises representatives from government departments overseeing gaming regulation, social welfare, and education and youth development, alongside delegates from two academic institutions. The inclusion of members beyond the gaming regulatory sector ensures that assessments address broad societal concerns, balance economic benefits with social responsibility, and incorporate independent evidence-based perspectives.
The process begins with gaming venues submitting applications to the assessment panel. Upon receipt, the panel conducts on-site evaluations based on three major dimensions comprising 20 specific criteria. Venues that satisfy at least 18 of these criteria will receive the “Responsible Gambling Good Practice Award,” a designation valid for three years. To renew this status, applicants must submit a new application and undergo a fresh assessment before their current term expires. If an applicant fails to meet the criteria, the panel will provide recommendations for improvement. The venue may then reapply the following year, provided that allrecommended corrective measures have been fully implemented.
Information Please
The first dimension focuses on the provision of information regarding responsible gambling promotion and help-seeking resources. Specifically, gaming venues must ensure ready access to: game rules, odds, and win/loss probabilities; explanations of responsible gambling principles, their importance, and practical guidelines; diagnostic criteria for gambling disorder; and contact details for multiple counseling and treatment centers. Particular emphasis is placed on the availability of the “24-Hour Hotline and Online Gambling Counselling Services” and self-exclusion programs.
Responsible gambling information must be disseminated in both printed and digital formats. Printed materials may include flyers and posters, while digital content should be displayed on official websites and electronic screens situated both within and outside gaming premises. Regardless of the format, such information must be positioned in prominent areas, including main entrances, cashier cages, and customer service desks.
Specific placement mandates include the following: contact details for the ’24-Hour Hotline and Online Gambling Counselling Services’ must be displayed on every slot machine; any Automated Teller Machines (ATMs) situated within the venue must feature responsible gambling messages alongside contact information for at least one counseling or treatment center (in either printed or digital format); and all issued membership cards, including digital versions, must bear the Hotline’s contact information. Furthermore, venues are required to install designated “Responsible Gambling Kiosks” or ‘Stations’ to ensure patrons have immediate access to resources and timely support.
Employee Engagement
Moving beyond the passive dissemination of information, the assessment verifies that qualified gaming personnel are available to deliver responsible gambling messaging in a timely manner and, where necessary, assist patrons by facilitating critical interventions such as enrollment in self-exclusion programs and referrals to counseling and treatment services. This mandate forms the second dimension of the assessment framework: staff training. To ensure service providers possess the requisite competency, all gaming employees assigned responsible gambling duties must complete a specialized training course of no less than one hour, delivered by either the gaming operator or the relevant government authority.
Furthermore, to safeguard employees against the risks of gambling disorder, specific mandates apply: all new gaming employees must complete company-provided responsible gambling training within six months of commencing employment. Additionally, frontline personnel are required to undergo operator-provided refresher training every two years. In both cases, these training sessions must last at least one hour.
Marketing Makeover
The third dimension addresses the operational framework governing the promotion of responsible gambling. Regarding marketing practices, venues are prohibited from promoting gaming activities outside designated gaming premises. Furthermore, all on-premises promotions must be devoid of false, misleading, or deceptive content that could foster the erroneous belief that gambling guarantees wealth or that financial success can be achieved through skill.
Regarding patron protection, gaming venues are mandated to remove excluded individuals from all promotional mailing lists and ensure they receive no marketing communications during their exclusion period. To promote time awareness, venues must display the local time in prominent locations throughout the premises. Furthermore, venues are required to designate a private room for counseling patrons showing signs of gambling-related harm and providing relevant assistance. They must also establish and maintain comprehensive Standard Operating Procedures (SOPs) to identify and manage patrons exhibiting signs of gambling disorder. Finally, venues must develop their own responsible gambling plans and make these documents publicly available.
The assessment criteria outlined above constitute baseline requirements, subject to ongoing refinement to align with the evolving industry dynamics and societal expectations. Beyond offering actionable recommendations to facilitate compliance, the assessment serves as a formal recognition of gaming venues’ dedication to advancing responsible gambling practices. Since its inception in 2022, this voluntary assessment has garnered widespread industry acceptance, evidenced by the fact that every gaming venue has submitted at least one application. This universal participation underscores the efficacy of a strategy driven by recognition and technical support, rather than reliance solely on punitive measures. Ultimately, the Macao SAR Government’s multi-dimensional approach—integrating legal mandates, operational guidance, and independent evaluation—fosters a holistic ecosystem where social responsibility is embedded within daily operations. This ensures full compliance with relevant legal and regulatory requirements, with the overarching objective of cultivating a safe gambling environment.
Davis Fong is the Director, Institute for the Study of Commercial Gaming and Professor, Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macao.
