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1.Qualified persons and personal licences
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2.Technical standards, equipment specifications, remote gambling equipment and gambling software
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3.Peer to peer gaming, other networks and hosting
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4.Protection of customer funds
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5.Payment
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6.Provision of credit by licensees and the use of credit cards
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7.General ‘fair and open’ provisions
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8.Display of licensed status
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9.Types and rules of casino and other games
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10.Tipping of casino employees
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11.Lotteries
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12.Anti-money laundering
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13.Pool betting
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14.Access to premises
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15.Information requirements
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16.Responsible placement of digital adverts
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17.Customer identity verification
3.4.1 - Premises-based customer interaction
Applies to:
All non-remote licences (except non-remote lottery, gaming machine technical, gambling software and host licences); only the following remote licences – ancillary remote bingo, ancillary remote casino, ancillary remote betting, remote general betting limited, and remote betting intermediary (trading rooms only).
Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.
Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
- identifying customers who may be at risk of or experiencing harms associated with gambling.
- interacting with customers who may be at risk of or experiencing harms associated with gambling.
- understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.
Licensees must take into account the Commission’s guidance on customer interaction.