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Consultation response

Remote customer interaction: Consultation Response

This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.

Identifying customers at risk of harm

Operators are already required to monitor gambling accounts to identify harm – we make clear in the existing guidance that this includes monitoring a customer’s account from the point of opening and we set out information on the indicators that should be used. However, we found that operators’ approaches were inconsistent and often missed key indicators that were available, including for new customers. We therefore proposed to require operators to:

  • monitor an account for signs of harm from the point of opening
  • use a set of minimum indicators of harm
  • flag indicators of harm in a timely manner, including feeding into automated solutions
  • explicitly be responsible for implementing these requirements even where there is a third party provider.

We set out proposed additional requirements for specific indicators on vulnerability and time spent gambling. This meant that operators would be required to take action when they identify customers in a vulnerable situation, but not to screen all customers for vulnerability. It also meant that operators would have to flag unusual amounts of time spent gambling as an indicator of harm.

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Consultation questions on identifying customers at risk of harm
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