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Online firms told to take immediate action against unfair terms and conditions

01 February 2018

Online gambling businesses have been warned to take immediate steps to comply with consumer protection law or face enforcement action by the Gambling Commission.

As part of a joint programme of work, the Competition and Markets Authority (CMA) has published the outcome of its own activity (opens in new tab) against three operators in relation to the promotions and sign up deals they offer customers.

Importantly, the result sets a standard of how the terms and conditions outlined by operators must be fair to their customers.

Sarah Gardner, Gambling Commission Executive Director said: “As the gambling regulator we will not hesitate to take action against those that do not treat their customers fairly.

“The principles set out by the CMA today make real progress in making gambling fairer and safer for customers. Gambling firms must now ensure that the terms applied to their promotions are clear, so that customers can understand the deals they are signing up to and what they need to do to fully benefit from promotions.”

Sarah added: “We support the CMA’s findings and expect all online gambling businesses to take immediate action to review their practices in line with these findings, in the same deadlines outlined. If firms cannot comply, they must remove any promotions until they can.”

The CMA’s undertakings require the majority of practices to be amended by 28 February 2018, with a later date of 31 July 2018 for the implementation of prompts for consumers when they are playing with restricted funds.

The Commission will continue to work with the CMA to tackle other shared concerns about unfair terms and practices within the gambling sector and we will publish advice once any further investigation and enforcement action by the CMA is completed.

The Gambling Commission is also calling for views from consumers, gambling businesses, stakeholders and members of the public on proposed changes to regulations relating to marketing and advertising, unfair terms, and complaints and disputes.

Note to editors

  1. Letter Call to action on unfair terms (opens in new tab).
  2. Related material from the CMA to aid with compliance.
  3. Our approach to enforcement.
  4. More information about how we regulate the gambling industry.
  5. Useful statistics on the gambling industry.

Journalists can contact our press office on 0121 230 6700 or email:

For all media enquiries, please contact the Gambling Commission press office.

Last updated: 24 May 2021

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