Overview
This Act sits alongside the Neves Gaming Authority (NGA) Act, 2025. While the NGA Act focuses on gaming licenses, oversight and high-level player safeguards, this Act concentrates on how players are treated in practice – their rights, the way games are presented, how funds and data are handled, and how disputes are resolved.
Purpose of the Act
The Gaming Consumer Protection & Fair Play Act is intended to give players of Neves-linked gaming services a clear, practical framework of protections that can be understood, applied and supervised.
- Defines core rights for players using Neves-linked gaming services.
- Sets specific duties for operators and their key partners in relation to those players.
- Creates a framework for fair play, game integrity and transparent information.
- Clarifies how complaints, disputes and redress are handled, in alignment with the NGA Act.
(1) This Act may be cited as the Gaming Consumer Protection & Fair Play Act, 2025.
(2) This Act shall come into operation on such date as may be appointed by Order of the Sovereign Oversight Authority and published in the Official Gazette.
In this Act, unless the context otherwise requires—
- “Authority” means the Neves Licensing Authority;
- “NGA Act” means the Neves Gaming Authority (NGA) Act, 2025;
- “NGA licensee” means a person who holds an NGA license under the NGA Act;
- “gaming service” has the meaning given to gaming activity under the NGA Act and includes associated wallets, bonuses and promotions;
- “player” means a natural person who uses a gaming service for staking, wagering, playing or participating in games, contests or lotteries;
- “player account” means an account or profile in the name of a player with an NGA licensee used for gaming activity, holding balances or receiving payouts;
- “player funds” means money or money-equivalent credited to a player account, including deposits, winnings and refundable balances;
- “this Act” includes any Rules and Orders made under it.
(1) This Act shall be read together with and in addition to the NGA Act.
(2) This Act also interacts with the AML / CFT & Financial Crime Prevention Act, 2025, the Market Conduct & Consumer Protection Act, 2025, the Complaints, Investigations & Enforcement / Redress Act, 2025 and the Enforcement & Administrative Sanctions Act, 2025, to the extent applicable to gaming.
(3) Where there is any inconsistency between this Act and the NGA Act, the NGA Act shall prevail in respect of NGA licensing and structure, and this Act shall prevail in respect of player-facing duties and fair play safeguards, unless otherwise expressly stated.
(1) Players using gaming services linked to Neves shall have, at a minimum, the following rights—
- the right to clear, honest and non-misleading information about games, odds, rules and payouts;
- the right to fair game outcomes and the absence of unjust interference with results;
- the right to timely access to their funds, subject to lawful checks and procedures;
- the right to use tools that support responsible gaming;
- the right to protection of personal data in line with applicable law;
- the right to raise complaints and have them considered fairly and within a reasonable period.
(2) NGA licensees shall ensure that these rights are built into their processes, systems and terms.
(1) NGA licensees shall present information to players in a clear, balanced and understandable manner.
(2) Material terms that affect the player’s chances of winning, access to funds or ability to continue using the service shall be brought to the player’s attention in a prominent way.
(1) NGA licensees shall maintain written terms and conditions governing their gaming services.
(2) Terms and conditions shall be easily accessible, written in plain language and kept up to date.
(3) Players shall be notified of material changes to terms and conditions in a timely and transparent way.
(1) NGA licensees shall treat players fairly and consistently, using criteria for decisions that are objectively justifiable and applied without unfair bias.
(2) Any restrictions, suspensions or closures of accounts shall be based on stated reasons that are consistent with this Act, the NGA Act and the licensee’s terms and conditions.
(1) NGA licensees shall take reasonable steps to ensure that games and betting products offered to players deliver outcomes that are not manipulated or distorted.
(2) Any algorithm, random number generator or equivalent mechanism used to determine outcomes shall be subject to testing and assurance in line with expectations under the NGA Act.
(1) Where odds or probabilities apply, NGA licensees shall make available clear information on how these are determined and the general level of return-to-player expected over time.
(2) Information provided under subsection (1) shall not suggest that any result is guaranteed or that past results alter future outcomes.
(1) For each game or product type, rules shall be clearly set out before play begins.
(2) Where relevant, the presence of a house edge or equivalent concept shall be stated in clear terms that a reasonable player can understand.
(1) NGA licensees shall maintain audit trails of game outcomes and bets sufficient to support reviews by the player and by competent bodies.
(2) Players shall have access, through their account, to a reasonable history of their bets, outcomes and balances.
(1) Marketing, advertising and communications by NGA licensees, or by persons acting on their behalf, shall not mislead players or create unrealistic expectations about winning.
(2) Where potential gains are highlighted, the possibility of loss shall be presented in a balanced way.
(1) NGA licensees shall adopt measures designed to avoid targeting minors and other groups identified as vulnerable under their responsible gaming framework.
(2) These measures may include age-gating mechanisms, content filters and restrictions on certain marketing channels.
(1) Terms of bonuses, incentives and loyalty schemes shall be set out in clear language, including any wagering requirements, expiry rules and restrictions on withdrawals.
(2) Conditions that significantly affect the player’s ability to benefit from a bonus or loyalty reward shall be brought to the player’s attention before acceptance.
(1) NGA licensees shall avoid user experience features that are primarily intended to pressure players into continued play where it is not in their interests, including repeated prompts immediately after losses that suggest chasing losses as a strategy.
(2) Systems that use targeting or personalisation shall be designed in a way that does not intentionally exploit known patterns of harm.
(1) NGA licensees shall maintain a responsible gaming framework aligned with expectations set out in the NGA Act.
(2) The framework shall include, at a minimum, tools and processes that enable players to control their interaction with gaming services and to seek support if needed.
(1) Players shall have access to tools that allow them to set reasonable limits on deposits, losses or play-time, or to self-exclude from gaming services for a chosen period.
(2) Where a player has set a limit or self-excluded, NGA licensees shall respect such instructions and ensure systems support them.
(1) NGA licensees shall consider indicators that may point to increased risk of harm, such as extended play over long periods or significant increases in spending, and reflect such indicators in their responsible gaming approach.
(2) Where appropriate, NGA licensees may provide information or prompts to players highlighting responsible gaming tools or help resources.
NGA licensees shall make information available, in an accessible area of their site and within account interfaces, on how to obtain assistance for gambling-related harm, including where such services are available in Neves or online.
(1) Player funds shall be handled with care and in line with standards set by the NGA Act and any related Act that addresses client money or custody features.
(2) NGA licensees shall maintain records sufficient to distinguish between player funds and their own operating funds.
(1) Procedures for handling failed deposits, duplicate transactions and chargebacks shall be clear and accessible to players.
(2) Players shall be informed, where practicable, of the status of transactions that materially affect their balances.
(1) NGA licensees shall specify expected timeframes for processing withdrawal requests, having regard to any checks needed under the AML / CFT & Financial Crime Prevention Act, 2025 and related Acts.
(2) Where withdrawals are delayed beyond stated timeframes for reasons within the licensee’s control, players shall be kept informed in a timely way.
(1) Policies on dormant or inactive accounts, including any fees or steps taken in respect of unused balances, shall be clearly stated in terms and conditions.
(2) Before any fee is applied or balance is treated in a particular way, reasonable efforts shall be made to contact the player using contact details on record.
(1) NGA licensees shall maintain documented procedures to receive and address player complaints.
(2) Complaints shall be handled within clear timeframes, with outcomes and reasons communicated to the player.
(1) Where a complaint remains unresolved after internal processes have been followed, players shall be informed of any external channels established under the Complaints, Investigations & Enforcement / Redress Act, 2025 or related frameworks that may apply to gaming.
(2) NGA licensees shall cooperate with complaint and dispute processes that involve the Authority or other competent bodies.
(1) NGA licensees shall maintain records of complaints, outcomes and related steps taken, for a period sufficient to support oversight by the Authority and other competent bodies.
(2) Records may be used to identify recurring themes and areas for improvement in player treatment.
(1) Player data shall be collected, stored and used in line with applicable law and any general data protection framework that may be applicable in Neves.
(2) NGA licensees shall limit the use of player data to purposes that are clearly communicated to the player and reasonably linked to the provision of gaming services, oversight and safety.
(1) Where players are profiled for marketing or targeted offers, such profiling shall not be used in a way that intentionally focuses on persons known to be at heightened risk of harm.
(2) Players shall be provided with straightforward options to adjust their marketing preferences.
NGA licensees shall adopt reasonable measures to protect player data from unauthorised access and shall have processes for responding to incidents that could affect the confidentiality, integrity or availability of such data.
(1) Compliance with this Act by NGA licensees shall be overseen by the Authority and, where applicable, by other competent bodies with powers under the NGA Act and related Acts.
(2) Oversight may include reviews of player-facing practices, systems, complaints data and other information relevant to this Act.
(1) NGA licensees shall cooperate with supervisory work and information requests relating to this Act, in line with expectations under the Investigations & Information-Gathering Powers Act, 2025.
(2) Cooperation shall extend to providing access to documents, systems and staff where reasonably required.
(1) Where serious or repeated failings are identified in relation to this Act, the Authority may consider measures available under the Enforcement & Administrative Sanctions Act, 2025 and the NGA Act.
(2) Measures may include, as appropriate, directions, administrative penalties, restrictions on products or, in serious cases, recommendations affecting license status.
(1) The Sovereign Oversight Authority or the Minister responsible for finance and financial services, as the case may be, may, on the recommendation of the Authority, make Rules or Orders for the better carrying out of the purposes of this Act.
(2) Such Rules or Orders may, without limitation—
- set more detailed expectations for player-facing practices and fair play mechanisms;
- specify reporting requirements relating to responsible gaming, complaints and player outcomes; and
- define categories of products or services to which particular player safeguards shall apply.
(1) Existing NGA licensees shall, within such period as the Authority may specify, align their practices with this Act.
(2) The Authority may establish phased milestones to support an orderly transition, while ensuring that players benefit from key protections as early as reasonably practicable.
Nothing in this Act shall limit any powers or obligations arising under the NGA Act, the Neves Licensing Authority Establishment Act, 2025, the AML / CFT & Financial Crime Prevention Act, 2025, the Market Conduct & Consumer Protection Act, 2025, the Complaints, Investigations & Enforcement / Redress Act, 2025, the Supervisory Oversight & Risk-Based Supervision Act, 2025, the Enforcement & Administrative Sanctions Act, 2025 or any other sovereign Act overseen by the Neves Licensing Authority.
This Act shall bind the State.
Neves Licensing Authority
Neves Licensing Authority
