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Regulatory action against In Touch Games

17 March 2021

A gambling business is required to undergo extensive auditing after a Gambling Commission assessment revealed social responsibility, money laundering and marketing failures.

In Touch Games Limited - which runs,,,,,,, and - will also receive an official warning and pay a £3.4M fine for the failures.

Social responsibility failings included:

  • stating in its Responsible Gambling Team interaction guidance that a bonus may be offered if a customer provides identification
  • not putting into effect its policies and procedures for customer interaction for seven customers where it had concerns that a customer’s activity may indicate problem gambling
  • not using all relevant sources of information to ensure effective decision making, and to guide and deliver effective customer interactions for those seven customers. If the Licensee had followed its policy it should have given more consideration to placing mandatory limits on customer accounts.

Anti-money laundering failings included:

  • having a risk assessment which did not take into account the risk of allowing customers to use a payment provider which also acts as an exchange for crypto-currencies
  • neglecting to conduct appropriate levels of Enhanced Customer Due Diligence
  • failing to critically review Source of Funds information once it was requested.

Fair and transparent terms and practices failings included:

  • not stating in an SMS text the minimum and maximum deposits in an offer’s significant terms
  • not stating in an SMS text the time limit for which the bonus offer could be claimed.

As part of a new licence condition In Touch Games shall, at its own expense, instruct a firm of independent auditors to carry out an audit that ensures full compliance with the Licence Conditions and Codes of Practice.

Richard Watson, Commission Executive Director, said: “Through our challenging compliance and enforcement activity we will continue our work to raise standards in the industry and continue to hold failing operators to account.”

Read In Touch Games full penalty on the Commission’s regulatory sanctions register.

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Last updated: 13 March 2023

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Following an audit corrected link formatting issues only.

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