Guidance
Exploring Drivers of Consumer Trust in Gambling
Exploring Drivers of Consumer Trust in Gambling
Appendix 5 - Full list of trust statements tested in quantitative survey
Gambling companies are overseen by a regulator and held accountable for their conduct if it falls short of standards.
Gambling companies are licensed in Great Britain.
Effective measures are in place to ensure young people and other vulnerable groups are protected from being harmed or exploited by gambling.
Gambling companies have effective checks in place before they allow people to gamble (for example, ID checks, financial checks).
Gambling companies have effective measures in place to protect my data and/or personal information.
Gambling companies promote safer gambling and highlight the potential risks involved in their adverts.
Personalised advertising and offers (that is, emails, texts and app notifications) are not excessive.
The companies I am gambling with are recommended by people I know (for example, friends, family, peers).
Affiliates who promote gambling (for example, tipsters, partners, influencers, content creators) are transparent about marketing products on behalf of gambling companies.
Offers, odds, and products advertised by gambling companies are clear, easy to understand and not misleading.
Gambling promotions and offers reward players without promoting excessive play or betting.
Gambling companies are a familiar or a reputable name.
Gambling companies offer customers gambling management tools such as deposit and time limits, or self-exclusion schemes.
Gambling companies signpost to external sources of help and support for people who are struggling with their gambling.
That it is quick and easy to withdraw my winnings.
Gambling companies treat customers the same whether they are winning or losing.
Games and machines are regularly tested to ensure game conditions are accurate, fair, and free from faults or errors.
Gambling activities are free from corruption and manipulation.
Odds and win ratios accurately represent the likelihood of winning.
Odds and win ratios are prominently displayed in places I gamble.
Terms and conditions are easy to understand when gambling.
Terms and conditions are prominently displayed in places I gamble.
Gambling companies are easy to contact and resolve issues or complaints promptly.
Gambling companies demonstrate excellent customer service (for example, staff interactions) are a positive experience and I feel I am being listened to.
Gambling companies intervene if they think that someone needs help to manage their gambling (for example, struggling with the amount of money and/or time spent gambling).
Previous sectionAppendix 4 - Quantitative sample profile
Last updated: 3 October 2024
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