Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Enforcement report 2018/19

Compliance healthcheck

Your staff:

  • Do your key personnel have sufficient knowledge, understanding and oversight of the regulatory framework and compliance requirements?
  • Are you targeting employee training to suit the environment in which employees work?
  • Could you demonstrate to us that your staff are making sufficiently frequent and rigorous checks to ensure your business is compliant?
  • Have you considered linking performance and elements of pay to compliance?
  • Do you have appropriate, up to date policies and procedures?
  • Do your compliance resources mirror the size of your operation and its level of risk?
  • For those operators required to submit an assurance statement, do you use the statement to create a culture of continuous improvement?

Your customers:

  • At the point a customer registers with you, do you require employment details? Do you link these details to average income for the job type to better understand customer affordability?
  • Do you use targeted customer interactions and interventions? How do you know interventions are effective?
  • How are you encouraging customers to use player protection tools and set deposit limits? Do your approaches work, and can you demonstrate this?
  • Are you improving your systems to identify when customers have exceeded spend or duration of play thresholds?
  • How are you identifying and analysing at-risk customers? For example, are you using predictive tools?
  • Can you demonstrate through accurate records that you conduct appropriate interactions with VIP and at-risk customers?

Third parties:

How are you managing and auditing your relationship with 3rd party affiliates? Could you satisfy us that you are in control of these relationships?

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Enforcement report

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