Responsible Gaming at MERKUR

For safe and responsible gaming

What exactly does the Group Responsible Gaming department do at MERKUR GROUP?

The GRG acts as the central hub for managing all legal requirements regarding player and youth protection. We don't just follow the rules; we design the actual processes to implement them, set our own high corporate standards, and provide hands-on support to our operational teams. Our guidance extends to all our venues, hospitality partners, casinos, betting shops, and digital platforms. A key part of our work involves creating customized social responsibility frameworks for different types of gaming, which we then refine using scientific data and regular collaboration with researchers and professional associations. Essentially, the GRG is the engine that drives all prevention efforts across the company.

How does your department collaborate with other teams and companies?

We stay in constant communication with all our gaming operations and their specialized teams. This tight coordination is vital because the landscape is always shifting; whenever new regulations arise or unique challenges appear, we team up with Compliance, Legal, Sales, Corporate Communications, and HR to build the right solutions.

Because this field is so complex, we also maintain open lines of communication with government ministries and regulatory bodies to ensure we are perfectly aligned. Furthermore, we regularly engage with gambling associations, academic researchers, and support services to clarify complex issues and stay current.

We also rely on our Expert Panel—a group of seasoned scientists and gaming specialists who provide us with critical insights and advice. Additionally, we work closely with organizations like TÜV, the European Casino Association (ECA), and the Global Gambling Guidance Group (G4) to certify that our MERKUR Arcades and Casinos meet the highest standards.

What are some of the most significant achievements the department has seen so far?

One of our proudest milestones was the successful rollout of the OASIS exclusion system across all our operations. We ensured a smooth transition by providing comprehensive training, instructional videos, and direct personal support. Over the last few years, we've essentially overhauled nearly every internal process to make them simpler and more digital. We also modernized our social responsibility concepts, creating a unified standard for all forms of gaming nationwide. Additionally, we played a key role in the successful licensing process for our casinos in Lower Saxony.