Graceland Casino
Graceland Casino
Comprehensive framework for safe gambling practices and player protection standards.

Responsible Gaming Policy

1. Policy Scope and Application

1.1. This policy is applicable to all licensed operators offering gambling services in South Africa, including casino, sports betting, bingo, and limited pay-out machine (LPM) operators.

1.2. The framework is administered through the National Responsible Gambling Programme (NRGP), coordinated by the South African Responsible Gambling Foundation (SARGF) in partnership with the National Gambling Board (NGB), Provincial Licensing Authorities (PLAs), and the gambling industry.

1.3. All operators must comply with the responsible gaming standards established by the National Gambling Board and applicable Provincial Licensing Authorities.

2. Funding and Governance

2.1. The responsible gaming programme is financed by a voluntary levy of 0.1% of Gross Gambling Revenue (GGR) paid by licensed operators.

2.2. Supplementary funds may be allocated through public grants for specific projects and provincial initiatives.

2.3. All expenditures are audited and reported in line with the Public Finance Management Act, 1999 (PFMA). Quarterly and annual reports are submitted to stakeholders and regulatory authorities at both provincial and national levels.

3. Self-Exclusion Programme

3.1. Eligibility and Application

  • Any individual may submit a self-exclusion request from gambling premises or platforms via the National Responsible Gambling Programme.

3.2. Mandatory Exclusion Period

  • Each self-exclusion order is effective for a minimum of six months from the registration date.

3.3. Upliftment Requirements

  • Removal of a self-exclusion order requires documented proof of counselling attendance through the NRGP network. Requests for upliftment are not processed without validated counselling participation.

3.4. Enforcement and Non-Compliance

  • Individuals in self-exclusion attempting to enter gambling premises may be denied access. Licensed operators are required to enforce such exclusion orders. Failure to do so may result in trespass proceedings.

4. Counselling and Treatment Services

4.1. Access to Services

  • Counselling and treatment for problem gambling is available at no cost to affected individuals and their immediate family members.

4.2. Counselling Helpline

  • A 24/7 helpline offers professional phone-based support, assessment, and referral services, operated by qualified personnel.

    • Toll-free: 0800 006 008
    • SMS: Send HELP to 076 675 0710
    • WhatsApp: 076 675 0710
    • Email: [email protected]

4.3. Face-to-Face Treatment

  • Referrals for in-person treatment are facilitated through a national professional network. Sessions are confidential and provided free of charge.

4.4. Mentorship Programme

  • Telephone crisis intervention and debriefing services are available after gambling-related traumatic events.

5. Education and Training

5.1. Public Education

  • Educational programmes are implemented to inform the public of risks associated with problem gambling and to encourage responsible gambling.

5.2. Industry Training

  • Training sessions are available at no charge to operators and regulators. The “Responsible Gambling 101 Course” is open to all licensed operators and regulatory staff.

5.3. Training Objectives

  • Training ensures that staff can identify signs of problem gambling, follow referral procedures, and adhere to responsible gaming obligations.

6. Reporting and Accountability

6.1. The South African Responsible Gambling Foundation submits regular reports to industry stakeholders and gambling regulators at provincial and national levels.

6.2. All programme activities, finances, and outcomes are independently audited and disclosed.

6.3. Operators must comply with all data collection and reporting requirements as stipulated by the National Gambling Board and Provincial Licensing Authorities.

7. Contact Information

Policy enquiries, complaints, or regulatory matters:

  • Address: 125 Corlett Drive, Johannesburg, 2018, South Africa
  • Phone: (011) 581 4800
  • Email: [email protected]

Counselling and support services:

8. Regulatory Oversight

Oversight of this policy is performed by the National Gambling Board and Provincial Licensing Authorities. Compliance with responsible gaming obligations is a condition of operator licensing.