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Occasions where the GC wrote to an operator

Request date
11 April 2025

Outcome
Information not held

Document actions
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Request

  1. On how many occasions have the GC wrote to an operator following a complaint by a customer that the operator requested details of the customers income at the point of withdrawal in 2023, 2024 and to the 11/4 2025

  2. The number operators the GC have written to an operator following a complaint by a customer that the operator requested details of the customers income at the point of withdrawal in 2023, 2024 and to the 11/4 2025.

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

In your email you have requested:

  1. On how many occasions have the GC wrote to an operator following a complaint by a customer that the operator requested details of the customers income at the point of withdrawal in 2023, 2024 and to the 11/4/2025
  2. The number operators the GC have written to an operator following a complaint by a customer that the operator requested details of the customers income at the point of withdrawal in 2023, 2024 and to the 11/4/2025.

Firstly, it should be noted that the Gambling Commission are an industry regulator and not an ombudsman. Our role is to consider if a gambling business has breached their licence conditions and we will take regulatory action where appropriate. We do not become involved in or “act upon” individual complaints. As such, where you have inquired “on how many occasions have the GC wrote to an operator following a complaint…”, we do not hold any information directly related to each individual complaint. Where consumers share information with us that indicates a breach of our rules, that information will inform any regulatory action that we decide to take.

We use evidence from a range of places, including from gambling customers, to build cases against gambling businesses. Information provided to us helps inform our work to raise gambling industry standards and make gambling fairer and safer. Information drawn from complaints raised against operators may be used by the Commission to inform our regulatory approach and determine whether any action may be necessary.

If we have sufficient information about an issue with an operator that we feel needs to be pursued, we will commence a dialogue with the operator, this may or may not result in further action being taken.

We release details of our enforcement activity through public statements. The public statements will detail the nature of the failings by the operator and the amount of the fine or settlement.

Further to this, the Commission also publishes a list of recent regulatory sanctions we have imposed on licence holders. Public statements are available on the Gambling Commission website for 3 years from the date of issue.

The Gambling Commission have recently responded to another FOI request relating to the numbers of complaints received regarding requests for ID, which may be of interest to you.

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email. 

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission. 

It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.

The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission

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