Neil McArthur warnings: "UK Operators must be vigilant"

UK Gambling CommissionNeil McArthur, chief executive of the Gambling Commission, reminds UK operators to ensure customer protection. He points out knowledge that the restrictions introduced in response to the UK lockdown have also affected customer behavior. UKGC will continue to gather monthly operator and consumer data and will shortly publish their data from November. The National Strategic Assessment will set out further details of those changes. McArthur reminds operators of the need to protect customers during this difficult time.

Neil McArthur clarifies: "No one should be in any doubt about how closely UKGC are monitoring issues or their willingness to take further action if they deem that necessary."

UKGC expect operators to:

  • Continue to follow the strengthened guidance issued during the first lockdown, taking close interest in data that shows consumers expanding their portfolio of games and spending more time or money than before.
  • Interact directly where triggers are reached, as well as more generic email engagement.
  • Avoid any temptation to exploit the current situation for marketing purposes and be very cautious when seeking to cross-sell products.
  • Take particular care when on-boarding new customers and making decisions over affordability checks which reflect the environment we are in.

UKGC will continue to:

  • Take steps to permanently strengthen regulatory requirements, encompassing changes to RTS and LCCP to protect consumers.
  • Monitor operators and consumer behaviour very closely and conduct our compliance assessments during this latest lockdown as we did last year.