Due to the impact Covid-19 is having on operations across the UK we have had to reduce our phoneline opening hours.

Our phonelines are open on Monday, Wednesday and Friday between 10 am and 4 pm.

The contact us service is also available for answers to common questions and we will aim to respond to these enquiries as quickly as possible.

If you have a question about your gambling, or the gambling of someone close to you, our FAQs from gambling consumers during lockdown may provide valuable information. Our what we do page also provides an overview of the types of queries we are able to help consumers with in the first instance.

The National Gambling Helpline is also available 24 hours a day, seven days a week through GamCare. It is there to support those suffering from gambling problems or those concerned about the affect gambling is having on people close to them. You can call them free on 0808 8020 133, or visit gamcare.org.uk.

If you are a gambling operator please read our Frequently Asked Questions for gambling businesses.
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Start date: 03 December 2015
End date: 11 February 2016

 

This consultation is now closed

We consulted on the changes to the Testing strategy for compliance with remote technical standards (the testing strategy). The strategy sets out our requirements (as provided under Section 89 (5) (d) of the Act) for the timing and procedures for testing referred to in licence condition 2.3. It provides a way to assess compliance with the Remote gambling and software technical standards (RTS).

Remote testing strategy responses

The revised testing strategy will be published separately at the end of May.

The complexity of the online gambling market and growth in our regulatory sphere have reinforced the need to ensure that the standards set out in the testing strategy remain clear, transparent and promote an efficient and effective approach to regulation. 

It is important that operators have in place sufficient controls to protect consumers from faulty games and, where possible, offer clear and detailed explanations of game performance.

In summary, the revisions to the testing strategy include:

  • a simplified approach to defining major and minor updates to games and software so that licensed operators, test houses and consumers understand which products require external testing prior to release
  • greater scope for minor updates, which do not affect game fairness, to be tested in-house
  • a more streamlined approach to testing of multiple updates in the event that, for example, games are affected by a change to the remote gambling system (RGS) or random number generator (RNG)
  • further guidance in relation to the roll-out of existing games onto new channels. For example, where a game originally released as a flash game is redeveloped as HTML 5 or as a native mobile app
  • further guidance on effective return to player (RTP) monitoring to ensure variations in payments to consumers can quickly be identified and resolved an independent annual audit requirement to provide assurance that operators are correctly identifying and managing game updates. 

Consultation on testing strategy for compliance with remote gambling and software technical standards