Swedish watchdog criticises gambling self exclusion delays

Sweden’s Parliamentary Ombudsman, the authority tasked with overseeing public agencies and ensuring their compliance with laws and regulations, has publicly criticised Spelinspektionen, the Swedish Gambling Authority, for shortcomings in supporting individuals seeking self exclusion from gambling without using digital identification. The criticism underscores broader concerns about accessibility within Sweden’s responsible gambling framework and highlights a gap affecting vulnerable groups who may be at risk of gambling harm.

The case brings attention to both the regulatory oversight in Sweden and the practical difficulties faced by individuals who are unable to access online systems, demonstrating the importance of ensuring that public services are fully inclusive.

Complaint reveals gaps in self exclusion access

Spelinspektionen operates Spelpaus.se, the national self exclusion register. This system is designed to automatically process exclusion requests using electronic identification, commonly known as eID. While the eID system provides a convenient and secure method for many, it inadvertently excluded individuals who are unable to use digital identification.

Until mid-2024, there was no alternative for these individuals. This meant that older adults, people living in rural areas with limited internet access, and others without the ability to use digital verification were effectively barred from registering for self exclusion. For those attempting to protect themselves from gambling harm, this created a significant accessibility gap.

A complaint reviewed by the Parliamentary Ombudsman highlighted the limitations of the system. In one case, an individual who tried to register for self exclusion without using eID waited approximately one month for the request to be processed. The Ombudsman criticised the delay and the absence of a practical, immediate alternative for non-digital users.

“The authority has failed to ensure that all citizens have equal access to self exclusion measures,” the Ombudsman noted. This statement reflects the broader expectation that public agencies, especially those regulating activities with potential social harm, must ensure their services are accessible to all segments of society.

Development of non-digital self exclusion

In response to prior criticism, Spelinspektionen began developing a non-digital option for self exclusion in spring 2024. While this represents a positive step toward inclusion, the Ombudsman’s review indicates that implementation has been limited and delayed.

Individuals attempting to register without eID still face longer processing times, raising concerns about the effectiveness of the new system. Advocates for responsible gambling argue that delays in registration may expose vulnerable players to continued gambling risk, undermining the fundamental purpose of self exclusion.

The case has sparked broader discussions in Sweden regarding how public agencies can better accommodate citizens who face technological barriers. Experts suggest that authorities need to adopt proactive strategies to bridge the digital divide, including telephone-based registration, in-person applications, and streamlined administrative processes for non-digital applicants.

By improving accessibility, the gambling regulator can ensure that self exclusion serves all players equitably, supporting Sweden’s commitment to responsible gambling and public protection.

Updated guidance for land-based venues

Alongside scrutiny of its self exclusion framework, Spelinspektionen has issued updated guidance for licensed casino operators. The new rules, which will take effect from 1 December 2025 under SIFS 2025:1, replace the previous regulatory framework LIFS 2018:9.

The updated guidance introduces several changes for bars, restaurants, and other venues hosting gaming machines. It addresses the management and placement of slot machines and ATMs, aiming to reduce gambling-related harm and ensure compliance with responsible gaming standards.

Key updates include:

• New requirements on where slot machines and ATMs can be positioned within licensed venues to minimise exposure to gambling.
• Revised revenue thresholds that determine how many machines an operator may run, reflecting the principle that larger revenue streams require stricter oversight.
• Enhanced monitoring and reporting obligations for operators, ensuring that regulatory authorities can track compliance effectively.
• Specific operational rules designed to protect vulnerable populations, including limits on session durations and mandatory breaks.

These measures align with Sweden’s broader responsible gambling strategy, which emphasises player protection, transparency, and social responsibility in both digital and land-based gambling environments.

Implications for the gambling industry

The Ombudsman’s criticism and the new guidance have several implications for the Swedish gambling industry. Licensed operators must review their procedures to ensure compliance with updated regulations while also accommodating players who face barriers to digital self exclusion.

For land-based venues, operational changes may require adjustments to floor layouts, staff training, and reporting mechanisms. The updated rules on machine placement and revenue thresholds could impact smaller operators, necessitating careful planning to avoid regulatory breaches.

Meanwhile, the emphasis on accessible self exclusion underscores the need for digital and non-digital processes to function in parallel. Gambling operators, regulators, and advocacy groups must collaborate to develop inclusive solutions that protect vulnerable players while maintaining efficient operational practices.

Legal experts emphasise that public scrutiny of regulatory delays can have reputational consequences for agencies like Spelinspektionen. By addressing these gaps proactively, the authority can reinforce public trust in Sweden’s gambling framework and demonstrate commitment to ethical governance.

International perspectives on self exclusion

Sweden is not alone in facing challenges with self exclusion. Countries around the world grapple with ensuring that gambling harm minimisation measures are accessible to all citizens.

In the United Kingdom, for example, GambleAware and the UK Gambling Commission operate self exclusion programs that include both online and offline registration methods. Similarly, Canada and Australia have implemented hybrid approaches that allow telephone, in-person, and digital registration, catering to a broad demographic spectrum.

Experts suggest that Sweden could benefit from observing these international models. A combination of digital efficiency and non-digital accessibility ensures that self exclusion programs achieve their intended purpose: protecting individuals from gambling harm, regardless of their technological literacy or internet access.

Challenges and recommendations

Despite regulatory improvements, challenges remain. Individuals without eID still encounter delays, and the administrative burden of processing manual requests may hinder timely access. Additionally, awareness of non-digital options is limited, reducing the overall effectiveness of responsible gambling initiatives.

Recommendations for improving the system include:

• Developing clear, widely publicised procedures for non-digital self exclusion.
• Establishing maximum processing times to ensure prompt registration.
• Training staff to support individuals navigating the system, both online and offline.
• Creating dedicated contact points for vulnerable players who require personalised assistance.
• Periodically reviewing processes to identify and address bottlenecks or gaps.

By adopting these measures, Spelinspektionen can reinforce Sweden’s commitment to responsible gambling while reducing potential harm among at-risk populations.

Future outlook

Looking ahead, the effectiveness of Sweden’s self exclusion framework will depend on both technological advancement and inclusivity. While eID provides an efficient, secure method for digital registration, it must be complemented by robust non-digital alternatives.

The Ombudsman’s scrutiny sends a clear message: regulatory authorities are expected to deliver accessible, equitable services for all citizens. Failure to meet these standards could invite further criticism, reputational risk, and potential legal challenges.

Meanwhile, the updated SIFS 2025:1 guidance represents a step forward for land-based operators. By aligning machine placement, revenue thresholds, and monitoring procedures with responsible gambling principles, Spelinspektionen is seeking to balance commercial interests with public protection.

The ongoing dialogue between regulators, operators, and the public will be crucial in shaping Sweden’s gambling landscape over the coming years.

Conclusion

The recent criticism of Spelinspektionen by Sweden’s Parliamentary Ombudsman highlights a significant gap in the country’s self exclusion framework for non-digital users. While developments are underway to address these issues, delays and limited accessibility remain key concerns.

At the same time, updated guidance for land-based operators demonstrates the authority’s commitment to responsible gambling, ethical oversight, and regulatory compliance. By addressing these dual challenges—digital accessibility and venue management—Sweden can strengthen its gambling framework and ensure that protective measures reach all citizens, particularly those most vulnerable to gambling harm.

FAQs

What is Spelpaus.se?
Spelpaus.se is Sweden’s national self exclusion register that allows individuals to block themselves from gambling activities.

Who is the Parliamentary Ombudsman in Sweden?
The Parliamentary Ombudsman is a national authority responsible for overseeing public agencies and ensuring they comply with laws and regulations.

Why was Spelinspektionen criticised?
The authority was criticised for delays and lack of alternative self exclusion options for individuals without digital identification.

What is eID?
eID, or electronic identification, is a secure digital system used to verify a person’s identity online, commonly used for accessing government services.

When did Spelinspektionen start developing non-digital self exclusion options?
The development began in spring 2024, but implementation has been limited and delayed.

What changes does SIFS 2025:1 introduce?
It includes updated rules for slot machine and ATM placement, revised revenue thresholds, and improved monitoring requirements for licensed venues.

Who is affected by the self exclusion delays?
Older adults, individuals without internet access, and those unable to use digital identification are most affected.

What is the purpose of self exclusion?
Self exclusion allows individuals to voluntarily block themselves from gambling to prevent harm and maintain responsible gambling habits.

How can gambling venues comply with updated guidance?
Venues must adjust machine placement, comply with revenue thresholds, train staff, and implement proper monitoring and reporting systems.

What lessons can Sweden learn from international self exclusion programs?
Hybrid approaches combining digital and non-digital options ensure accessibility, timely registration, and broader protection for all players.