Responsible Gaming at MERKUR

For safe and responsible gaming

What are the main tasks of Group Responsible Gaming at the MERKUR GROUP?

The GRG is responsible for coordinating all legal requirements and regulations on youth and player protection, developing suitable processes for their implementation, introducing our own company standards, and providing the best possible support to gaming operations in putting them into practice. We support and advise all gaming venues, partner companies in the hospitality sector, casinos, sports betting shops, and the online offerings of the Group. Creating tailored social concepts for the different business areas and forms of play is also one of the main tasks. The measures described therein are evaluated and further developed with scientific support. We maintain regular exchanges with research, science, and associations. In summary, the company’s prevention work is primarily developed and driven forward within the GRG.

How does the department work together with other divisions and across companies?

We maintain close contact with all gaming operations and their specialist departments and coordinate with them on a regular basis. This is essential, as there are constantly new requirements and specific cases where we have to develop solutions together with Compliance, the Legal Department, the various Sales Divisions, Corporate Communications, Human Resources Development, and others.

We also have direct lines of communication with regulatory authorities and ministries, as we must always coordinate with the relevant bodies due to the complexity of the subject. In addition, we have regular intersections with gambling associations, research and science, support services, and many other external organisations where issues need to be clarified.

Not to be forgotten is our Expert Panel, consisting of scientists and gaming experts, with whom we exchange ideas and seek advice. Of course, we also work closely with TÜV, the ECA (European Casino Association), and G4 (Global Gambling Guidance Group), which certify our gaming locations (MERKUR Arcades and MERKUR Casinos).

What successful projects has the department achieved so far?

One particular success was certainly the introduction of the nationwide OASIS exclusion system across all gaming operations. Through training sessions, instructional videos, and extensive personal support, we helped manage the transition. In general, over the past few years, we have taken on and improved almost every single process – simplifying and, wherever possible, digitising them. We also carried out an extensive revision and modernisation of our social concepts, standardising them nationwide and across all forms of play. We are especially proud of our successful support in the application procedures for obtaining the casino licences in Lower Saxony.