A customer who has signed a self-exclusion agreement with my business is insisting on cancelling it. What should I do?
Before a customer completes a self exclusion agreement, the
significance and implications of this action should be explained to
them, including the minimum duration of six months. Generally
speaking, it is considered that this length of self exclusion is
necessary to enable an individual to deal with their problem
The Gambling Commission recommends that a self-exclusion
agreement is not ended before the original agreed date but we
recognise that there may be occasional exceptions to this.
There may be occasional situations in which an operator
considers it appropriate to cancel a self-exclusion agreement but
the risk that an individual might subsequently allege a breach of
duty of care should be borne in mind.
Where it is considered to be appropriate to cancel a self
exclusion, the reasons for the decision should be clearly
documented and retained.
Page last reviewed: October 2012