The organisation should make available to players a comprehensive set of terms and conditions which require explicit acceptance during registration and upon any material updates. They should:

• State that only individuals legally permitted within their jurisdiction may participate in gaming
• Require players to safeguard authentication credentials and outline related security requirements, including password management and recovery processes
• Define account inactivity conditions and the actions taken when an account is declared inactive
• Explain how unsettled wagers are handled in interrupted games, including during exclusions
• Disclose deposit and withdrawal limits, timeframes, and any applicable fees
• Specify the operator’s rights to refuse account creation, refuse transactions, and suspend or close accounts in accordance with regulatory requirements

The organisation should require documented operating procedures for live games to ensure consistent handling of game flow, player communication and interruptions.

The procedures should cover:

• card shuffling controls, including card count verification, shuffle frequency, reshuffling conditions and shuffling logs
• consistent randomness procedures for devices such as card shufflers, shoes, roulette wheels, ball blowers and dice shakers
• handling of player disconnections and video, voice or data stream disruptions during live games
• confirmation of verbally instructed wagers before acceptance
• clear notification to players when wagers are accepted or rejected
• notification of winning players and updating of account balances after game completion

Measures should be in place to ensure a single staff member cannot undertake all duties concerning game management prior to, during, and after play.

The organisation should define security and integrity requirements for live game service providers in consultation with the regulatory body and document them in supplier agreements.

The agreements should require live game providers to follow applicable policies, procedures and controls, and allow verification audits when required to confirm compliance and protect the integrity of game outcomes. Audit results should be documented.

The organisation should define each live game environment and apply physical security controls according to how and where games are operated.

The controls should cover:

• open gaming venues following the venue’s applicable security rules, perimeter controls and staff access restrictions
• separated live game areas in open venues using delimitation or alert barriers, security staff supervision and access controls for live game equipment
• private studios, closed venues or unsupervised areas using physical barriers, access security systems and controlled or isolated delivery, loading and other entry points
• placement and protection of live game equipment against unauthorised access, environmental threats, power failures and supporting utility disruptions
• areas near live game equipment should be monitored to ensure player correctness

Secure areas, consumables, and live game equipment should be protected by appropriate entry controls and security procedures to ensure accessibility to authorised members of staff only.

The organisation should require the live game service provider to install, maintain and operate surveillance that continuously records unobstructed views of all live game play and the defined live game environment.

• Recordings should allow each game to be reconstructed, including relevant details not shown by the Gaming Platform, game sequence, and date and time with one second accuracy.
• Recordings should be detailed enough to check whether game rules and procedures were followed and to identify discrepancies.
• Recordings should be protected against interference or deletion, available for operator or regulatory review, and retained for at least ninety days or longer if required.
• In-person players are informed where live game play is filmed or streamed as part of the live feed

The organisation should require the live game service provider to use simulcast control servers to record live gaming activity and results before they are posted to the Gaming Platform.

• Players should receive real time audio and video access to the live game, including game details not shown by the Gaming Platform, attendant and player actions, venue time, table or game identification and location.
• Audio and video feeds should be equivalent for each player, with quality checked when connections start, reconnect or resume after interruption.
• Minimum connection requirements should be defined, enforced and disclosed to players.
• The setup should prevent early access to game outcomes and allow authorised employees to void results when necessary.

The organization should require live game consumables to meet regulatory standards and be controlled throughout their full lifecycle, from receipt and storage to use, retirement and destruction.

Inventory records should show where consumables are, which designated staff had access to them for each operation, and when random inspections were performed. Consumables used with specialized devices or physical randomness devices should be checked for defects before processing to prevent disruption to live play. Used consumables should be destroyed in a way that prevents reuse and makes them permanently unusable.

The organisation should establish clear rules for the design and availability of physical player chips used in live games to ensure fairness and transparency. These rules should specify that:

• All chips have identical physical characteristics, with differences only for denomination.
• A full range of denominations is available to prevent players from being forced into larger bets.
• Each chip's denomination is identifiable even when part of a stack.
• The value is clearly and uniquely displayed on each chip denomination.

The procedures should also define how physical player chips are accounted for, reconciled and controlled during live game operations.

The organisation should establish and document a unique set of security procedures for each live game. These procedures must be finalised and in place before the game is offered to players, and should cover how to respond to security incidents, prevent tampering within that specific game, preserve randomness when equipment operation varies, and handle manual operation mode of specialized devices.

Security procedures should undergo a periodic review to ensure ongoing risk identification and mitigation.

The organisation should establish and maintain a training and staffing control program for all staff involved in live games.

The program should cover:

• fair gameplay, game rules, required physical conduct, and evidence of initial and refresher training
• detection of repeated player table or game rejection within the same game type
• documented hiring and termination procedures, and retention of staffing logs, staff assignments and other records needed for audits or investigations
• staff rotation, shift patterns, allocation to tables or games, segregation of game management duties before, during and after play, and supervisor presence whenever live games are taking place

Training procedures should undergo a periodic review to ensure gaming service-related risks are identified and mitigated.

The organisation should require live game equipment to be operated and maintained through secure procedures that preserve its availability, integrity and authorised use.

The procedures should cover:

• verification that live game equipment is approved, certified or otherwise compliant with minimum standards set by the regulatory body
• secure gaming attendant access, with available options tied to the attendant’s user account and sessions locked after inactivity
• authorised secure processes for changing live game equipment configuration
• regular maintenance, inspection and servicing by designated staff
• periodic inspection, reliability testing and replacement of specialized devices or physical randomness devices, including test logs and defect checks before use
• secure removal or overwriting of licensed software and sensitive information before equipment is reused or disposed of

The overarching security policy for live gaming should include measures for managing the operation and maintenance of live game equipment. The policy should be documented and reviewed periodically.

The organisation should require procedures for tracking manual operation of specialized live game devices, securing loaded physical randomness devices and analysing live game event trends.

The procedures should cover:

• informing players when a specialized device is switched to manual operation mode
• recording and tracking manual operation mode use for later review
• securing loaded card shoes and similar physical randomness devices against tampering before and during play
• maintaining game logs and collating game events into statistics
• analysing trends related to game performance, staff, supervisors, shifts, locations, procedure violations, incidents, irregularities and errors

The organisation should document and ensure staff understand procedures for handling anomalous events that may occur during live games. These procedures should be reviewed periodically to manage risks and must cover events such as:

• Device or randomness device malfunctions, including incorrect outcome detection.
• Dropped cards and misdeals.
• Re-spins and aborted games.
• Unplanned table or game closures.