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Fair and transparent terms and practices

You must treat your customers fairly

Operators must comply with consumer protection laws and treat customers in a fair, open and transparent way. This extends to operators’ terms and conditions and practices.

The Licence Conditions and Codes of Practice (LCCP) contain relevant requirements at licence condition 7.1 (Fair and transparent terms and practices) and code of practice provision 5.1.9 (Rewards and bonuses – other marketing requirements).

The Competition and Markets Authority (CMA) is the lead regulator for consumer protection law. The CMA has set out clear principles that apply to online gambling operators (opens in a new tab) in relation to their promotions, practices, and account withdrawals. We work closely with the CMA in this area.

You must adhere to the CMA’s principles in order to demonstrate compliance with licence conditions and to ensure that gambling is provided fairly. This is in line with the second licensing objective of ensuring that gambling is conducted in a fair and open way.

You can also see guidance produced by the CMA (opens in a new tab) to help you review your practices and ensure terms and conditions are in line with consumer protection law.

The following guidance is built on these principles.

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