Online casino player protections: limits, breaks and time-outs
| Tool | What the standard requires |
|---|---|
| Time, deposit and spend limits | Easy to reach at any time after account opening, with a free-text box to set them; when two periods overlap, the lower limit applies |
| Raising a limit | At least 24 hours must pass before a limit is increased or removed |
| Breaks in play, time-outs, pop-up alerts | Easy to reach at any time; any loosening waits at least 24 hours |
Self-exclusion and support
Each platform must keep a current register of customers who have self-excluded, with their name and account details. The register is checked before an account is activated and again at every login, and anyone on it is blocked from playing.
Live customer support must be easy to reach, active at all times and able to answer in real time.
How games must behave
- A round cannot start until at least 2.5 seconds after the previous one started, and a new round needs a separate, deliberate action by the player.
- The time of day or elapsed time must always be visible.
- Slot games cannot be combined so that more than one is played at once.
- Net position, meaning total winnings minus total losses since the game began, is shown on every game.
- The theoretical return to player appears as a percentage, and game rules and odds are easy to find.
- If a paid game has different odds from its free version, that has to be disclosed before a bet is placed.
Sign-in and location
A unique identifier and password are needed on every login, multi-factor authentication must be offered, and an inactive account logs out within 30 minutes at most. The platform may only be used by people located in New Zealand.
Complaints
If a licensed casino has not met the required standards, a customer will be able to complain to the casino or to DIA as regulator. DIA will publish a public register of licensed casinos, and each will show a unique registration icon.