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Protecting customer funds

Your terms and conditions must include information about your arrangements for protecting the customer funds you hold in the event of insolvency, the level of that protection and the method you use to achieve this.

This information must be made available at the point when a customer deposits money. Information must be available in a manner which requires customers to actively acknowledge that they have read it. Customers must not be allowed to use their funds for gambling until they have provided this confirmation.

You must inform customers of any changes to your arrangements for protecting customer funds before implementing those changes in your terms and conditions. You must also disclose the changes when a customer subsequently makes any deposits. Customers are required to acknowledge these changes.

Our Customer funds: segregation, disclosure to customers and reporting requirements guidance explains how you can comply with the requirements, including advice on what is classed as customer funds and how to apply the customer funds rating system.

It also includes examples of common errors we have identified during our compliance work.

Reporting on your protection of customer funds

If there are any changes in your protection of customer funds arrangements you must notify us. This is considered an ‘other reportable event’ and you can notify us via eServices (opens in a new tab).

Remote operators who hold customer funds

In addition to the above requirements, if you are a remote (online) operator you must also:

  • hold customer funds in a separate account
  • report information about customer funds as part of your overall quarterly regulatory returns. This includes a breakdown of customer funds relating to customers in Great Britain and those relating to customers outside of Great Britain.
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