Contents

• Our most common enquiries from gambling customers
• 1.
  General
• 2.
  Financial requirements
• 3.
  Protection of children and other vulnerable persons
• 4.
  ‘Fair and open’ provisions
• 5.
  Marketing
• 6.
  Complaints and disputes
• 7.
  Gambling licensees’ staff
• 8.
  Information requirements
• 9.
  Gaming machines in gambling premises
• 10.
  Assessing local risk
• Why we can’t resolve individual complaints
• I can’t withdraw my winnings
• Running a lottery or raffle
• Gambling advertising on television and online
• How we ensure online gambling games are fair
• Self-exclusion with GAMSTOP
• How to check whether your money is protected
• Where to find help and support

How we ensure online gambling games are fair

As the regulator of the gambling industry, we require all gambling businesses who offer online gambling games (random number generated-driven games) to have their software and gameplay tested in line with our testing strategy.

All gambling products must have been tested by an approved test house before they are released to the market. Online gambling games cannot be made available to players located in Great Britain unless sufficient testing has been carried out.

Once a game has gone live, gambling businesses are required to check the performance of the games they offer. This is to make sure that the products are fair and achieving the designed Return To Player (RTP).

We held a consultation on slots games design and reverse withdrawals to make online gambling safer. The consultation closed in September 2020. The consultation response for Online games design and reverse withdrawals can be found on our website.

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Self-exclusion with GAMSTOP