Frequently asked questions (FAQs)

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 gambling behaviour. 

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

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