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Regulatory returns guidance

Guidance for information collected in the Regulatory Returns service by licensing sector.

Published: 4 May 2021

Last updated: 16 June 2021

This version was printed or saved on: 25 May 2022

Online version: https://www.gamblingcommission.gov.uk/guidance/regulatory-returns-guidance

Overview and feedback

If you misrepresent or fail to reveal information that you are asked to provide, unless you have a reasonable excuse, you will have committed an offence under section 342 of the Gambling Act 2005 (opens in new tab). Anyone who provides information of a false or misleading nature risks prosecution.

Gambling operators are required to send us a regulatory return for each type of activity for which they hold a licence.

We use the data provided to:

The requirement to provide a regulatory return is contained within Licence condition 15.3.1 of our Licence Conditions and Codes of Practice (LCCP).

The questions we ask for each licence type are contained within this section of our website, along with guidance for each question.

Feedback

We are seeking feedback on these questions. Get in touch with us via our online contact form.

Common terms and definitions

See the list of common terms and definitions used in this guidance.

General guidance on submitting regulatory returns

Regulatory returns need to be submitted via our online regulatory returns system, which is accessed via eServices.

The frequency with which regulatory returns need to be sent to us, either annually or quarterly, depends on the type of gambling licences.

The dates for annual and quarterly periods for your licences can be found on our online regulatory returns system.

If a gambling operator has ceased trading in a licensed activity, or has not yet started to trade, but still holds a valid licence at the time a return is due, it must submit a 'nil' return.

A separate return must be submitted for each licence type. However, some return types cover multiple licence types. For example, the Remote Casino, Betting and Bingo (RCBB) return covers nine different remote licences. If a question is not applicable to an operator’s licence, for example questions on remote bingo when the licence is for remote casino, operators must enter ‘0’ in the return. This is because all numeric fields in each regulatory return must contain a value.

Annual returns

Annual returns must be submitted within 42 days after the end of the annual period.

The following licences require you to submit an annual return:

Quarterly returns

Quarterly returns must be submitted within 28 days after the end of the quarterly period.

The following licences require you to submit a quarterly return:

Reporting gross gambling yield (GGY) on regulatory returns

You need to report financial information in your regulatory returns. To report GGY correctly the stake and prize amounts must reflect only the gambling transactions that form part of the GGY calculation as described above.

Unlike many other gambling regulators, our regulatory returns ask for figures on Gross Gambling Yield (GGY) not Gross Gambling Revenue (GGR). Operators must ensure they report GGY figures to us, not GGR.

Treatment of GGY from Northern Ireland and Crown Dependencies

As the Gambling Commission only regulates gambling in Great Britain, not the United Kingdom of Great Britain and Northern Ireland (except for The National Lottery), operators must ensure the data they submit is for their operations in Great Britain (GB) only (except where Non-GB data is asked for). Northern Ireland data must not be included in GB only questions. Data for customers or operations relating to the Isle of Man, Guernsey and the Bailiwick of Jersey must also be omitted from GB only questions, as these are Crown Dependencies and not part of Great Britain.

GB and Non-GB GGY

Where we ask for Non-GB GGY to be reported, licensees must report any GGY from any customers outside of Great Britain from which they are deriving GGY in reliance on their Gambling Commission operating licence. GGY from Non-GB customers in jurisdictions for which the licensee has a licence, or relies on a licence issued by another jurisdiction, must not be reported to us.

A GB-customer is defined as a customer who is physically located in Great Britain when they use gambling facilities provided in reliance on a licence issued by us, regardless of their usual residential address. A non-GB customer is defined as a customer who is not physically located in Great Britain when they use gambling facilities provided in reliance on a licence issued by us, regardless of their usual residential address.

How to calculate your GGY

Gross gambling yield (GGY) is to be calculated using the following formula:

A + B - C

A is the total of any amounts that will be paid to the licensee by way of stakes in the relevant period in connection with the activities authorised by the licence.

B is the total of any amounts (exclusive of value added tax) that will otherwise accrue to the licensee in the relevant period directly in connection with the activities authorised by the licence.

C is the total of any amounts that will be deducted by the licensee in respect of the provision of prizes or winnings in the relevant period in connection with the activities authorised by the licence.

How free bets and bonuses affect annual gross gambling yield

Free bets or bonuses should only be counted when calculating GGY if the customer has the unrestricted right to opt instead to receive a cash equivalent to the value of that free bet or bonus.

As a stake (A)

If the customer uses as a stake a free bet or bonus, which provides them with the unrestricted right to opt to receive cash equivalent to the value of the free bet or bonus, then this would fall under A in the formula.

As a prize (C)

If a prize is won in the form of a free bet or bonus which provides the customer with the unrestricted right to opt to receive a cash equivalent to the value of the free bet or bonus, then this would fall under C in the formula.

All other free bets and bonuses do not need to be recorded.

Examples of transactions

A customer stakes a £10 free bet/bonus which does not provide the unrestricted right to opt to receive cash equivalent to its value and loses the entire amount. There was £0 paid to the operator (A) and no prize awarded so £0 is paid out in prizes (C) the GGY from this transaction is £0.

A customer stakes a £10 free bet/bonus which does not provide the unrestricted right to opt to receive cash equivalent to its value and receives a prize of £20 in free bet/bonus which again does not provide the unrestricted right to opt to receive cash equivalent to its value. There was £0 paid to the operator (A) and £0 is paid out in prizes (C), the GGY from this transaction is £0.

A customer continues to stake the free bet/bonus from the second example. The customer stakes £20 in free bet/bonus, and wins a prize of £50, or a free bet/bonus which provides the unrestricted right to opt to receive £50 cash. There was £0 paid to the operator (A) and £50 paid out in prizes (C). The GGY from this transaction is -£50.

For the previous examples, you would record on your return:

£0 wagered and £0 payout

£0 wagered and £0 payout

£0 wagered and £50 payout

How loyalty schemes affect GGY

Loyalty schemes such as ‘rake back’ or ‘VIP cash back’ or similar must not be counted towards A, B or C.

These payments do not form part of a gambling transaction and are part of the costs of conducting business such as payments to affiliates for the acquisition of players.

For example, an individual might stake £100 over the course of a month and win £20. They have a cash back agreement and get 10% of their losses back. The GGY calculation for that player is (A = £100) – (C = £20) = GGY of £80.

The £8 the operator returns as cash back is not deducted from GGY and (on the basis it is now cash) if it is wagered the following month it would count towards the amount staked.

Certification statement

The certification statement at the end of each regulatory return needs to be signed by a Personal Management Licence holder (an individual holding a specified management offices) employed by, or working for, the operator completing the return. For small-scale operators, the person with control of the business should sign the certification.

We expect the signatory to make reasonable enquiries to ensure that the submitted regulatory return is accurate and complete. Also, that the organisation’s processes and procedures for data collection are robust and assured. The extent of reasonable enquiries will differ between sectors and size of business.

Late or inaccurate regulatory returns

Correct and full submission of regulatory returns is a condition of holding a gambling licence.

Most gambling operators submit their returns on time and accurately. Chasing returns which are late or have errors, costs time and money and makes us less efficient.

Where returns are submitted late, incomplete, or are inaccurate, we will contact the gambling operator. If we do not receive an up-to-date, accurate regulatory return after we have contacted operators, we refer the matter to our Enforcement team.

We may also contact the operator after receiving a completed return, should we require any further information or clarification of the information submitted to us.

If a gambling operator misrepresents or fails to reveal information that it is asked to provide, unless it has a reasonable excuse, it will have committed an offence under section 342 of the Gambling Act 2005 (opens in new tab). We may prosecute gambling operators which provide us with information which is false or deliberately misleading.

How we handle your data

All information provided will be processed in accordance with the Data Protection Act (2018) (opens in new tab). However, it may be disclosed to government departments or agencies, local authorities and other bodies when it is necessary to do so in order to carry out our functions and where we are legally required to do so.

As a public authority we must comply with the requirements of Freedom of Information (FOI) Act 2000 (opens in new tab). We consider requests for information made under the Act on a case-by-case basis. Our policy on release of information is available on our website.

Adult Gaming Centre

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme*.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Premises OverviewTotal number of active premisesProvide the total number of active premises (those offering a licensed activity) as at the end date of this return.
Premises OverviewTotal number of inactive (but still licensed by local authority) premisesProvide the number of premises which are inactive but are still licensed by the Local Authority.
Premises OverviewTotal number of acquired premisesState the number of premises acquired during the period covered by this return.
Premises OverviewTotal number of disposed premisesState the number of premises disposed of during the period covered by this return.

Financial information

GroupQuestionGuidance
Prize GamesCategory - Prize games (Total Gross Sales)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Prize GamesTotal - Prize games (Total Gross Sales)Calculated field - no user entry required.
Prize GamesCategory - Prize games (Total Participation Fees)Enter the participation fees for prize games.
Prize GamesTotal - Prize games (Total Participation Fees)Calculated field - no user entry required.
CabinetsCabinet category - B3 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - B4 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - C (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - D (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - Total number of cabinets (Number of cabinets)Calculated field - no user entry required.
CabinetsCabinet category - B3 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - B4 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - C (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - D (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - Total Gross Gambling Yield (Gross Gambling Yield)Calculated field - no user entry required.
Total RevenueGGY total for the returnCalculated field - no user entry required.
Total RevenueIs the calculated gross gambling yield above correct?Enter 'no' if the auto-calculated GGY is incorrect.
Total RevenueActual GGY for the periodState the user-calculated GGY for the period covered by this return.
Total RevenueReason for the differenceProvide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Bingo

Operational information

Group Question Guidance
Workforce information Total number of employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Contributions Are contributions made? Select the appropriate option (yes/no).
Contributions Contributions made via trade body If you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
Contributions Trade body Please state the name of the trade body that made the contribution on your behalf.
Contributions Value of contribution Record the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
Contributions Date of contribution Enter the date the contribution was made.
Contributions Details of contribution Enter details relating to the contribution.
Operational events Complaints logged by the operator Record the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational events Of which, disputes logged by the operator Record the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational events Of which, disputes referred to ADR entity Record the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational events Self exclusions made during this return period Provide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational events Known breaches of self-exclusion Record the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
Operational events Self-excluded individuals opting to return to gambling Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational events People who have gambled were unable to verify their age For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational events Incidents logged in customer interaction log Record the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational events Individuals included in the customer interaction log You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational events Customer incidents on gambling premises (directly related to gambling activity) requiring police assistance Record details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Premises Overview Total number of active premises Provide the total number of active premises (those offering a licensed activity) as at the end date of this return.
Premises Overview Total number of inactive (but still licensed by local authority) premises Provide the number of premises which are inactive but are still licensed by the Local Authority.
Premises Overview Total number of acquired premises State the number of premises acquired of during the period covered by this return.
Premises Overview Total number of disposed premises State the number of premises disposed during the period covered by this return.

Financial information

Group Question Guidance
Electronic Bingo Terminals (EBT) Category - B3 (Number of EBTs) State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT) Category - B4 (Number of EBTs) State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT) Category - C (Number of EBTs) State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT) Category - D (Number of EBTs) State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT) Category - Total (Number of EBTs) Calculated field - no user entry required.
Electronic Bingo Terminals (EBT) Category – B3 (GGY of each category) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT) Category – B4 (GGY of each category) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT) Category – C (GGY of each category) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT) Category – D (GGY of each category) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT) Category - Total (GGY of each category) Calculated field - no user entry required.
Electronic Bingo Terminals with Video Bingo Number of EBT terminals with Video Bingo content Enter the number of EBT terminals with video bingo content.
Electronic Bingo Terminals with Video Bingo Total GGY for EBT terminals with Video Bingo content Enter the GGY for video bingo played via EBT terminals.
Electronic Bingo Terminals - Bingo Games Category - Main stage bingo games (Total Gross Sales) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo Games Category - Prize Gaming (Total Gross Sales) Enter the gross sales value for bingo prize gaming.
Electronic Bingo Terminals - Bingo Games Category - Mechanised cash bingo (Total Gross Sales) The Gross Gambling Yield (GGY) attributable to this activity.
Bingo Games Category - Main stage bingo games (Total Gross Sales) The Gross Gambling Yield (GGY) attributable to this activity.
Bingo Games Category - Prize bingo (Total Gross Sales) The Gross Gambling Yield (GGY) attributable to this activity.
Bingo Games Category - Mechanised cash bingo (Total Gross Sales) The Gross Gambling Yield (GGY) attributable to this activity.
Bingo Games Category - Total (Total Gross Sales) Calculated field - no user entry required.
Video Bingo Terminals (VBTs) Details of video bingo terminals for the period applying to this return - Average number of terminals Provide the average number of video bingo terminals (VBTs) over the period covered by this return.
Video Bingo Terminals (VBTs) Details of video bingo terminals for the period applying to this return – Gross profit Enter the gross profit value for video bingo terminals (VBTs) over the period covered by this return.
Electronic Bingo Terminals - Bingo Games Category - Main stage bingo games (Total Participation Fees) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo Games Category - Prize Gaming (Total Participation Fees) The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo Games Category - Mechanised cash bingo (Total Participation Fees) Enter the participation fees for mechanised cash bingo.
Electronic Bingo Terminals - Bingo Games Category - Total (Total Participation Fees) Calculated field - no user entry required.
Bingo Games Category - Main stage bingo games (Total Fees) Calculated field - no user entry required.
Bingo Games Category - Prize bingo (Total Fees) Calculated field - no user entry required.
Bingo Games Category - Mechanised cash bingo (Total Fees) Calculated field - no user entry required.
Bingo Games Category - Total (Total Fees) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Number of cabinets) Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - B3 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - B4 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - C (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - Total number of cabinets (Number of cabinets) Calculated field - no user entry required.
Cabinets Cabinet category - B2 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - B3 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - B4 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - C (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - Total Gross Gambling Yield (Gross Gambling Yield) Calculated field - no user entry required.
Total Revenue GGY total for the return Calculated field - no user entry required.
Total Revenue Is the calculated gross gambling yield above correct? Enter 'no' if the auto-calculated GGY is incorrect.
Total Revenue Actual GGY for the period State the user-calculated GGY for the period covered by this return.
Total Revenue Reason for the difference Provide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Betting

Betting (standard) - non-remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf-exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Operational eventsTime and money limitsRecord the number of times when time and monetary thresholds are voluntarily set on all Category B gaming machines. (08/21)

Financial information

Group Question Guidance
Off Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Numbers (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Total (Turnover) Calculated field - no user entry required.
Off Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Numbers (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Total (Profit) Calculated field - no user entry required.
On Course Number of on-course operator days Record the number of working on-course days for the period relating to the regulatory return.
Each different day a licensed bookmaker or their representative works counts as one on-course operator day. For example, if a bookmaker works at two tracks on one day this counts as one on-course operator day, or if a bookmaker works at one track and his representative works at another track on the same day this counts as two on-course operator days.
On Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Total (Turnover) Calculated field - no user entry required.
On Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Total (Profit) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Total (Turnover) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Total (Profit) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B3 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B4 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – C (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - Total number of cabinets (Number of cabinets) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B3 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B4 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – C (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - Total Gross Gambling Yield (Gross Gambling Yield) Calculated field - no user entry required.
Self Service Category - Average number of terminals Provide the average number of terminals for the period covered by this return.
Self Service Category - Football (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Dogs (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Horses (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Numbers (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Other (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Total (Gross Gambling Yield) Calculated field - no user entry required.
Total Revenue GGY total for the return Calculated field - no user entry required.
Total Revenue Is the calculated gross gambling yield above correct? Enter 'no' if the auto-calculated GGY is incorrect.
Total Revenue Actual GGY for the period State the user-calculated GGY for the period covered by this return.
Total Revenue Reason for the difference Provide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Betting (limited) - non-remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf-exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Operational eventsTime and money limitsRecord the number of times when time and monetary thresholds are voluntarily set on all Category B gaming machines. (08/21)

Financial information

Group Question Guidance
Off Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Numbers (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Total (Turnover) Calculated field - no user entry required.
Off Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Numbers (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Total (Profit) Calculated field - no user entry required.
On Course Number of on-course operator days Record the number of working on-course days for the period relating to the regulatory return.
Each different day a licensed bookmaker or their representative works counts as one on-course operator day. For example, if a bookmaker works at two tracks on one day this counts as one on-course operator day, or if a bookmaker works at one track and his representative works at another track on the same day this counts as two on-course operator days.
On Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Total (Turnover) Calculated field - no user entry required.
On Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Total (Profit) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Total (Turnover) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Total (Profit) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B3 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B4 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – C (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - Total number of cabinets (Number of cabinets) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B3 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B4 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – C (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - Total Gross Gambling Yield (Gross Gambling Yield) Calculated field - no user entry required.
Self Service Category - Average number of terminals Provide the average number of terminals for the period covered by this return.
Self Service Category - Football (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Dogs (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Horses (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Numbers (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Other (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Total (Gross Gambling Yield) Calculated field - no user entry required.
Total Revenue GGY total for the return Calculated field - no user entry required.
Total Revenue Is the calculated gross gambling yield above correct? Enter 'no' if the auto-calculated GGY is incorrect.
Total Revenue Actual GGY for the period State the user-calculated GGY for the period covered by this return.
Total Revenue Reason for the difference Provide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Betting intermediary - non-remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf-exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Operational eventsTime and money limitsRecord the number of times when time and monetary thresholds are voluntarily set on all Category B gaming machines. (08/21)
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Premises OverviewTotal number of active premisesProvide the total number of active premises (those offering a licensed activity) as at the end date of this return.
Premises OverviewTotal number of inactive (but still licensed by local authority) premisesProvide the number of premises which are inactive but are still licensed by the Local Authority.
Premises OverviewTotal number of acquired premisesState the number of premises acquired during the period covered by this return.
Premises OverviewTotal number of disposed premisesState the number of premises disposed of during the period covered by this return.

Financial information

GroupQuestionGuidance
SeatsNumber of seatsRecord the average number of seats in the trading room during the reporting period.
SeatsTrading categoryRecord the trading category for the trading room.
SeatsNumber of membersRecord the average number of members of the trading room.
SeatsRevenue receivedRecord the total amount of revenue received by the trading room during the reporting period.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Pool betting - non-remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf-exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Operational eventsTime and money limitsRecord the number of times when time and monetary thresholds are voluntarily set on all Category B gaming machines. (08/21)

Financial information

Group Question Guidance
Off Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Numbers (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off Course Trading results - Total (Turnover) Calculated field - no user entry required.
Off Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Numbers (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Off Course Trading results - Total (Profit) Calculated field - no user entry required.
On Course Number of on-course operator days Record the number of working on-course days for the period relating to the regulatory return.
Each different day a licensed bookmaker or their representative works counts as one on-course operator day. For example, if a bookmaker works at two tracks on one day this counts as one on-course operator day, or if a bookmaker works at one track and his representative works at another track on the same day this counts as two on-course operator days.
On Course Trading results - Horses (Turnover) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
On Course Trading results - Total (Turnover) Calculated field - no user entry required.
On Course Trading results - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
On Course Trading results - Total (Profit) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Dogs (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Football (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Other (Turnover) The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Pool Betting Trading information - Total (Turnover) Calculated field - no user entry required.
Pool Betting Trading information - Horses (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Dogs (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Football (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Other (Profit) The Gross Gambling Yield (GGY) attributable to this activity.
Pool Betting Trading information - Total (Profit) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B3 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – B4 (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category – C (Number of cabinets) Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
Cabinets Cabinet category - Total number of cabinets (Number of cabinets) Calculated field - no user entry required.
Cabinets Cabinet category – B2 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B3 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – B4 (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category – C (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Cabinets Cabinet category - Total Gross Gambling Yield (Gross Gambling Yield) Calculated field - no user entry required.
Self Service Category - Average number of terminals Provide the average number of terminals for the period covered by this return.
Self Service Category - Football (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Dogs (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Horses (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Numbers (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Other (Gross Gambling Yield) The Gross Gambling Yield (GGY) attributable to this activity.
Self Service Category - Total (Gross Gambling Yield) Calculated field - no user entry required.
Total Revenue GGY total for the return Calculated field - no user entry required.
Total Revenue Is the calculated gross gambling yield above correct? Enter 'no' if the auto-calculated GGY is incorrect.
Total Revenue Actual GGY for the period State the user-calculated GGY for the period covered by this return.
Total Revenue Reason for the difference Provide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Casino 1968

Operational information

GroupQuestionGuidance
Workforce InformationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator schemes up
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).

Casino information

GroupQuestionGuidance
Casino PremisesWas this casino address active during the return period?State whether gambling activity took place at the casino during the period covered by this return.
Casino PremisesNumber of admissions applicable to this quarterly reportEnter the number of admissions to the casino in the period covered by this return.
Casino GamesCategory - American Roulette (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - American Roulette (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - American Roulette (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Blackjack (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Blackjack (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Blackjack (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Dice (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Dice (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Dice (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Punto Banco (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Punto Banco (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Punto Banco (Win)Provide the total 'win' for this activity.
Casino GamesCategory - 3 Card Poker (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - 3 Card Poker (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - 3 Card Poker (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Other (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Other (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Other (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Total (Number of tables)Calculated field - no user entry required.
Casino GamesCategory - Total (Drop)Calculated field - no user entry required.
Casino GamesCategory - Total (Win)Calculated field - no user entry required.
Casino GamesCategory - Electronic gaming (Number of terminals)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Electronic gaming (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Electronic gaming (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Total (Number of terminals)Calculated field - no user entry required.
Casino GamesCategory - Total (Drop)Calculated field - no user entry required.
Casino GamesCategory - Total (Win)Calculated field - no user entry required.
PokerTotal registrations and participation fees (including any rake from the pot)The Gross Gambling Yield (GGY) attributable to this activity.
PokerValue of session fees taken from customers in respect of private gamesEnter the value of session fees charged for private games, e.g. peer-to-peer poker played on the premises but outside of organised tournaments or competitions.
PokerValue of prize money (paid out to customers at the premises) as a result of tournaments and competitionsEnter the value of prizes paid as a result of tournaments or competitions.
CabinetsCabinet category - B1 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - B2 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - B3 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - Total number of cabinets (Number of cabinets)Calculated field - no user entry required.
CabinetsCabinet category - B1 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - B2 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - B3 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - Total Gross Gambling Yield (Gross Gambling Yield)Calculated field - no user entry required.

Financial information

GroupQuestionGuidance
Total RevenueGGY total for the returnCalculated field - no user entry required.
Total RevenueIs the calculated gross gambling yield above correct?Enter 'no' if the auto-calculated GGY is incorrect.
Total RevenueActual GGY for the periodState the user-calculated GGY for the period covered by this return.
Total RevenueReason for the differenceProvide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Casino 2005

Operational information

GroupQuestionGuidance
Workforce InformationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator schemes up
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Operational eventsProceeds of crime – suspicious activity reportsRecord the quantity of suspicious activity reports submitted by the operator to the National Crime Agency during the reporting period.

Casino information

GroupQuestionGuidance
Casino PremisesWas this casino address active during the return period?State whether gambling activity took place at the casino during the period covered by this return.
Casino PremisesNumber of admissions applicable to this quarterly reportEnter the number of admissions to the casino in the period covered by this return.
Casino PremisesWhat size is this casino?State whether this is a 'large' or 'small' casino.
Casino PremisesOff course betting - Is off course betting undertaken within this 2005 act casino premises?Answer 'yes' if the casino offers betting facilities.
Casino PremisesOff course betting – Do you operate the off course betting within the casino premises?Yes/No.
Casino PremisesOff course betting – Licence number of the operator providing off course bettingEnter the Gambling Commission licence number of the operator providing the off course betting.
Casino PremisesBingo - Is bingo undertaken within this 2005 act casino premises?Answer 'yes' if the casino offers bingo facilities.
Casino PremisesBingo – Do you operate the bingo within the casino premises?Yes/No.
Casino PremisesBingo – Licence number of the operator providing bingoEnter the Gambling Commission licence number of the operator providing the bingo.
Casino GamesCategory - American Roulette (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - American Roulette (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - American Roulette (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Blackjack (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Blackjack (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Blackjack (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Dice (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Dice (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Dice (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Punto Banco (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Punto Banco (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Punto Banco (Win)Provide the total 'win' for this activity.
Casino GamesCategory - 3 Card Poker (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - 3 Card Poker (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - 3 Card Poker (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Other (Number of tables)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Other (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Other (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Total (Number of tables)Calculated field - no user entry required.
Casino GamesCategory - Total (Drop)Calculated field - no user entry required.
Casino GamesCategory - Total (Win)Calculated field - no user entry required.
Casino GamesCategory - Electronic gaming (Number of terminals)State the average number of tables provided for this activity over the period covered by the return.
Casino GamesCategory - Electronic gaming (Drop)Provide the total 'drop' for this activity.
Casino GamesCategory - Electronic gaming (Win)Provide the total 'win' for this activity.
Casino GamesCategory - Total (Number of terminals)Calculated field - no user entry required.
Casino GamesCategory - Total (Drop)Calculated field - no user entry required.
Casino GamesCategory - Total (Win)Calculated field - no user entry required.
PokerTotal registrations and participation fees (including any rake from the pot)The Gross Gambling Yield (GGY) attributable to this activity.
PokerValue of session fees taken from customers in respect of private gamesEnter the value of session fees charged for private games, e.g. peer-to-peer poker played on the premises but outside of organised tournaments or competitions.
PokerValue of prize money (paid out to customers at the premises) as a result of tournaments and competitionsEnter the value of prizes paid as a result of tournaments or competitions.
Casino EBTs with Video Bingo ContentNumber of EBT terminals with Video Bingo Terminal contentEnter the average number of electronic bingo terminals which contained video bingo content for the period covered by this return.
Casino EBTs with Video Bingo ContentGGY of EBT terminals with Video Bingo Terminal contentThe Gross Gambling Yield (GGY) attributable to this activity.
Bingo games played on Electronic Bingo TerminalsCategory - Prize Gaming (Total Sales)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Bingo games played on Electronic Bingo TerminalsCategory - Main stage bingo games (Total Sales)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Bingo games played on Electronic Bingo TerminalsCategory-Mechanised cash bingo (Total Sales)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Bingo games played on Electronic Bingo TerminalsCategory - Total (Total Sales)Calculated field - no user entry required.
Bingo games played on Electronic Bingo TerminalsCategory - Prize Gaming (Total Participation Fees)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo games played on Electronic Bingo TerminalsCategory - Main stage bingo games (Total Participation Fees)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo games played on Electronic Bingo TerminalsCategory -Mechanised cash bingo (Total Participation Fees)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo games played on Electronic Bingo TerminalsCategory - Total (Total Participation Fees)Calculated field - no user entry required.
Off-courseTrading Results - Horses (Slips)Enter the number of slips processed for this activity.
Off-courseTrading Results - Dogs (Slips)Enter the number of slips processed for this activity.
Off-courseTrading Results - Football (Slips)Enter the number of slips processed for this activity.
Off-courseTrading Results - Numbers (Slips)Enter the number of slips processed for this activity.
Off-courseTrading Results - Other (Slips)Enter the number of slips processed for this activity.
Off-courseTrading Results - Total (Slips)Calculated field - no user entry required.
Off-courseTrading Results - Horses (Turnover)The Gross Gambling Yield (GGY) attributable to this activity.
Off-courseTrading Results - Dogs (Turnover)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off-courseTrading Results - Football (Turnover)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off-courseTrading Results - Numbers (Turnover)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off-courseTrading Results - Other (Turnover)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Off-courseTrading Results - Total (Turnover)Calculated field - no user entry required.
Off-courseTrading Results - Horses (Profit)The Gross Gambling Yield (GGY) attributable to this activity.
Off-courseTrading Results - Dogs (Profit)The Gross Gambling Yield (GGY) attributable to this activity.
Off-courseTrading Results - Football (Profit)The Gross Gambling Yield (GGY) attributable to this activity.
Off-courseTrading Results - Numbers (Profit)Enter the GGY for this activity.
Off-courseTrading Results - Other (Profit)The Gross Gambling Yield (GGY) attributable to this activity.
Off-courseTrading Results - Total (Profit)Calculated field - no user entry required.
Casino Self-Service Betting TerminalsAverage Number of TerminalsProvide the average number of self-serve betting terminals for the period covered by this return.
Casino Self-Service Betting TerminalsCategory - Football (Gross Gambling Yield)Provide off-course GGY for the period relating to the regulatory return.
Casino Self-Service Betting TerminalsCategory - Dogs (Gross Gambling Yield)Provide off-course GGY for the period relating to the regulatory return.
Casino Self-Service Betting TerminalsCategory - Horses (Gross Gambling Yield)Provide off-course GGY for the period relating to the regulatory return.
Casino Self-Service Betting TerminalsCategory - Numbers (Gross Gambling Yield)Provide off-course GGY for the period relating to the regulatory return.
Casino Self-Service Betting TerminalsCategory - Others (Gross Gambling Yield)Provide off-course GGY for the period relating to the regulatory return.
Casino Self-Service Betting TerminalsCategory - Total GGY (Gross Gambling Yield)Provide the total off-course GGY for the period relating to the regulatory return for the activities in this section of the return.
Bingo GamesCategory - Main stage bingo games (Total gross sales)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo GamesCategory - Prize bingo (Total gross sales)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo GamesCategory - Mechanised cash bingo (Total gross sales)The Gross Gambling Yield (GGY) attributable to this activity.
Bingo GamesCategory - Total (Total gross sales)Calculated field - no user entry required.
Bingo GamesCategory - Main stage bingo games (Total fees)Calculated field - no user entry required.
Bingo GamesCategory - Prize bingo (Total fees)Calculated field - no user entry required.
Bingo GamesCategory - Mechanised cash bingo (Total fees)Calculated field - no user entry required.
Bingo GamesCategory - Total (Total fees)Calculated field - no user entry required.
Video Bingo Terminals (VBTs)Details of video bingo terminals for the period applying to this return – Average number of terminalsProvide the average number of video bingo terminals (VBTs) during the reporting period.
Video Bingo Terminals (VBTs)Details of video bingo terminals for the period applying to this return - Gross profitProvide the gross profit from video bingo terminals (VBTs).
Electronic Bingo Terminals (EBT)Category - B3 (Number of EBTs)State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT)Category - B4 (Number of EBTs)State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT)Category - C (Number of EBTs)State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT)Category - D (Number of EBTs)State the average number (over the period covered by the return) of electronic bingo terminals with the indicated category of content.
Electronic Bingo Terminals (EBT)Category - Total (Number of EBTs)Calculated field - no user entry required.
Electronic Bingo Terminals (EBT)Category - B3 (GGY of each category)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT)Category - B4 (GGY of each category)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT)Category - C (GGY of each category)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT)Category - D (GGY of each category)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals (EBT)Category - Total (GGY of each category)Calculated field - no user entry required.
Electronic Bingo Terminals with Video BingoNumber of EBT terminals with Video Bingo contentEnter the number of EBT terminals with video bingo content.
Electronic Bingo Terminals with Video BingoTotal GGY for EBT terminals with Video Bingo contentEnter the GGY for video bingo played via EBT terminals.
Electronic Bingo Terminals - Bingo GamesCategory - Main stage bingo games (Total Gross Sales)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo GamesCategory - Prize Gaming (Total Gross Sales)Enter the gross sales value for bingo prize gaming.
Electronic Bingo Terminals - Bingo GamesCategory - Mechanised cash bingo (Total Gross Sales)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo GamesCategory - Total (Total Gross Sales)Calculated field - no user entry required.
Electronic Bingo Terminals - Bingo GamesCategory - Main stage bingo games (Total Participation Fees)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo GamesCategory - Prize Gaming (Total Participation Fees)The Gross Gambling Yield (GGY) attributable to this activity.
Electronic Bingo Terminals - Bingo GamesCategory - Mechanised cash bingo (Total Participation Fees)Enter the participation fees for mechanised cash bingo.
Electronic Bingo Terminals - Bingo GamesCategory - Total (Total Participation Fees)Calculated field - no user entry required.
CabinetsCabinet category - B1 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - B2 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - B3 (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - Total number of cabinets (Number of cabinets)Calculated field - no user entry required.
CabinetsCabinet category - B1 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - B2 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - B3 (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - Total Gross Gambling Yield (Gross Gambling Yield)Calculated field - no user entry required.
Total RevenueCasino gross gambling yieldCalculated field - no user entry required.
Total RevenueOff course betting gross gambling yieldCalculated field - no user entry required.
Total RevenueBingo gross gambling yieldCalculated field - no user entry required.
Total RevenueGGY total for the returnCalculated field - no user entry required.
Total RevenueIs the calculated gross gambling yield above correct?Enter 'no' if the auto-calculated GGY is incorrect.
Total RevenueCasino gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueOff course betting gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueBingo gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueActual GGY for the periodState the user-calculated GGY for the period covered by this return.
Total RevenueReason for the differenceProvide an explanation for the difference in auto- and user-calculated GGY figures.

Financial information

GroupQuestionGuidance
Total RevenueCasino gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueOff course betting gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueBingo gross gambling yieldState the user-calculated GGY for the period covered by this return.
Total RevenueGGY total for the returnState the user-calculated GGY for the period covered by this return.
Total RevenueEstimated total revenue – Is the total gross gambling yield estimated?Yes/No.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

External Lottery Manager

Operational information

GroupQuestionGuidance
Worforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Managed LotteriesDo you currently manage lotteries on behalf of any societies?An ELM is someone that makes arrangements for a lottery on behalf of a society or local authority but is not a member, officer or employee. A person promotes a lottery in particular if they:
  • make arrangements for printing of tickets
  • make arrangements for the printing, publication and distribution of promotional material (which includes documentation that advertises, invites participation, contains information about how to participate, or lists winners, in a particular lottery)
  • make arrangements to advertise a lottery
  • invite an individual to participate in a lottery
  • sell or supply tickets
  • offer to sell or supply tickets
  • use premises for the purpose of allocating prizes or for any other purpose connected with the administration of a lottery.
Managed LotteriesName of lotteryIf you operate one or more branded lottery schemes (defined as a scheme whereby multiple societies promote lotteries under a common brand name or image, either on rotation with other societies or as a regular occurrence for that single society) record the names of these schemes here.
Managed LotteriesOrganisation the society is registered withState the organisation the society is regsitered with. Note this should in most cases be the Gambling Commission.
Managed LotteriesGambling Commission licence numberProvide the licence number of the society on whose behalf you manage the lottery.

Financial information

GroupQuestionGuidance
Licensed LotteriesTotal non-remote lotteries managed (Gambling Commission lotteries, Local Authority lotteries)The total number of non-remote lottery draws you have managed on behalf of Gambling Commission licensed societies and local authorities. This includes all lotteries even if you have only managed part of that lottery (such as reconciliation of ticket sales or registration of players)
Licensed LotteriesTotal non-remote sales (£) (Gambling Commission lotteries, Local Authority lotteries)The total value of non-remote lottery draws you have managed on behalf of Gambling Commission licensed societies and local authorities. This includes all lotteries even if you have only managed part of that lottery (such as reconciliation of ticket sales or registration of players).
Where you have made the arrangements for any part of the lottery you must only record the proportion of the proceeds of the lottery generated by your activity. For example, if you ‘made arrangements’ in respect of one aspect of the lottery campaign such as direct mail, you are only required to report the proceeds generated by that aspect of the lottery. You may have to obtain this information from the society.
Licensed LotteriesTotal remote lotteries managed (Gambling Commission lotteries, Local Authority lotteries)The total number of remote lotteries you have managed on behalf of Gambling Commission licensed societies and local authorities. This includes all lotteries even if you have only managed part of that lottery (such as reconciliation of ticket sales or registration of players)
Licensed LotteriesTotal remote sales (£) (Gambling Commission lotteries, Local Authority lotteries)The total value of remote lotteries you have managed on behalf of Gambling Commission licensed societies and local authorities. This includes all lotteries even if you have only managed part of that lottery (such as reconciliation of ticket sales or registration of players).
Where you have made the arrangements for any part of the lottery you must only record the proportion of the proceeds of the lottery generated by your activity. For example, if you ‘made arrangements’ in respect of one aspect of the lottery campaign such as direct mail, you are only required to report the proceeds generated by that aspect of the lottery. You may have to obtain this information from the society.
ELM PercentageELM percentage of total proceeds collected (Gambling Commission lotteries, Local Authority lotteries)A management fee is the fee you charge a society for the ELM services you have provided. If your arrangement with a society includes you paying out all prizes from that fee, you should record the amount after those prizes has been deducted.
Lottery ProceedsRaffle style (Remote proceeds, Non-Remote proceeds, Remote proceeds total)Provide the proceeds from this lottery type, split by remote and non-remote sales.
Lottery ProceedsSubscription (Remote proceeds, Non-Remote proceeds, Remote proceeds total)Provide the proceeds from this lottery type, split by remote and non-remote sales.
Lottery ProceedsScratch card retail (Remote proceeds, Non-Remote proceeds, Remote proceeds total)Provide the proceeds from this lottery type, split by remote and non-remote sales.
Lottery ProceedsScratch card vending machine (Remote proceeds, Non-Remote proceeds, Remote proceeds total)Provide the proceeds from this lottery type, split by remote and non-remote sales.
Lottery ProceedsScratch card online (Remote proceeds, Non-Remote proceeds, Remote proceeds total)Provide the proceeds from this lottery type, split by remote and non-remote sales.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Family Entertainment Centre

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
Premises OverviewTotal number of active premisesProvide the total number of active premises (those offering a licensed activity) as at the end date of this return.
Premises OverviewTotal number of inactive (but still licensed by local authority) premisesProvide the number of premises which are inactive but are still licensed by the Local Authority.
Premises OverviewTotal number of acquired premisesState the number of premises acquired during the period covered by this return.
Premises OverviewTotal number of disposed premisesState the number of premises disposed of during the period covered by this return.

Financial information

GroupQuestionGuidance
Prize GamesCategory - Prize games (Total Gross Sales)The turnover attributable to this activity, where turnover is equal to the total gross income received i.e. before any operating costs or prizes have been deducted.
Prize GamesTotal - Prize games (Total Gross Sales)Calculated field - no user entry required.
Prize GamesCategory - Prize games (Total Participation Fees)Enter the participation fees for prize games.
Prize GamesTotal - Prize games (Total Participation Fees)Calculated field - no user entry required.
CabinetsCabinet category - C (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - D (Number of cabinets)Cabinets refer to the individual physical machine whether it contains one game or multiple games (of any category).
Where a cabinet contains games of more than one category, please report that as one cabinet at the highest category of game available on it. For example, where a cabinet offers both category B3 and category C games, this should be reported as one cabinet only at category B3, under Number of Cabinets.
CabinetsCabinet category - Total number of cabinets (Number of cabinets)Calculated field - no user entry required.
CabinetsCabinet category - C (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - D (Gross Gambling Yield)The Gross Gambling Yield (GGY) attributable to this activity.
CabinetsCabinet category - Total Gross Gambling Yield (Gross Gambling Yield)Calculated field - no user entry required.
Total RevenueGGY total for the returnCalculated field - no user entry required.
Total RevenueIs the calculated gross gambling yield above correct?Enter 'no' if the auto-calculated GGY is incorrect.
Total RevenueActual GGY for the periodState the user-calculated GGY for the period covered by this return.
Total RevenueReason for the differenceProvide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Gaming machines and software

Gambling software – ancillary, non-remote, remote and linked

Operational information

GroupQuestionGuidance
Workforce InformationTotal employees (GB only)Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce InformationTotal employees (Non GB)Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.

Financial information

Group Question Guidance
Gambling Software Supplied Software type – Game - Annual proceeds (Non-remote) Enter the proceeds received from non-remote games during the reporting period.
Gambling Software Supplied Software type – Platform - Annual proceeds (Non-remote) Enter the proceeds received from non-remote platforms during the reporting period.
Gambling Software Supplied Software type – Other - Annual proceeds (Non-remote) Enter the proceeds received from non-remote other activities (not games or platforms) during the reporting period.
Gambling Software Supplied Software type – Game - Annual proceeds (Remote) Enter the proceeds received from remote games during the reporting period.
Gambling Software Supplied Software type – Platform - Annual proceeds (Remote) Enter the proceeds received from remote platforms during the reporting period.
Gambling Software Supplied Software type – Other - Annual proceeds (Remote) Enter the proceeds received from remote other activities (not games or platforms) during the reporting period.
Gambling Software Supplied Income type - Income from sales (Non-remote) Provide the income received from software sales.
Gambling Software Supplied Income type - Revenue share (Non-remote) Provide the income received as a result of revenue share arrangements.
Gambling Software Supplied Income type - Other activities (Non-remote) Provide the value of other non-remote software income not covered elsewhere in this return.
Gambling Software Supplied Income type - Total (Non-remote) Calculated field - no user entry required.
Gambling Software Supplied Income type - Income from sales (Remote) Provide the gambling software income received from software sales.
Gambling Software Supplied Income type - Revenue share (Remote) Provide the gambling software income received from revenue share arrangements.
Gambling Software Supplied Income type - Other activities (Remote) Provide the gambling software income received from any other sources.
Gambling Software Supplied Income type - Total (Remote) Calculated field - no user entry required.
Total Revenue GGY total for the return Calculated field - no user entry required.
Total Revenue Is the calculated gross gambling yield above correct? Enter 'no' if the auto-calculated GGY is incorrect.
Total Revenue Actual GGY for the period State the user-calculated GGY for the period covered by this return.
Total Revenue Reason for the difference Provide an explanation for the difference in auto- and user-calculated GGY figures.
Total Revenue Is the total gross gambling yield estimated? Yes/No.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Gaming machine technical - supplier and full - non-remote, remote and linked

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.

Financial information

GroupQuestionGuidance
Manufacturing DetailsCategory - B1 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - B2 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - B3 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - B3A (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - B4 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - C (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - D (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - D (Cash) (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory - D (Non Monetary) (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsNo Category (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Manufacturing DetailsCategory Total (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - B1 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - B2 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - B3 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - B3A (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - B4 (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - C (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - D (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - D (Cash) (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory - D (Non Monetary) (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsNo Category (Aggregate number of units sold)Enter number of units sold. The values recorded should reflect sales for the period related to the regulatory return. A gaming machine should be counted as one unit regardless of whether it is supplied with one. For manufacturers, please record the number of second-hand machines sold by venue. For supplier/distributor, please record the number of new and second-hand machines sold direct to end users by venue. Number of machines sold should be the number that you sold over the period of this regulatory return.
Distribution DetailsCategory Total (Aggregate number of units sold)Calculated field - no user entry required.
Manufacturing DetailsCategory - B1 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - B2 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - B3 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - B3A (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - B4 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - C (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - D (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - D (Cash) (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - D (Non Monetary) (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsNo Category (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory Total (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsEnter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - B1 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - B2 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - B3 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - B3A (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - B4 (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - C (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - D (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - D (Cash) (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory - D (Non Monetary) (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsNo Category (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Distribution DetailsCategory Total (Gross value of sales)Enter value of sales.
The values recorded should reflect sales for the period related to the regulatory return. The values recorded should reflect sales for the period related to the regulatory return. The gross value of sales is for gaming machines sales only.
Manufacturing DetailsCategory - B1 (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - B2 (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - B3 (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - B3A (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - B4 (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - C (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - D (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - D (Cash) (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory - D (Non Monetary) (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsNo Category (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Manufacturing DetailsCategory Total (Gross value of software sales)Provide details of the income received from gambling software supplied in reliance on the operating licence.
Distribution DetailsCategory - B1 (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - B2 (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - B3 (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - B3A (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - B4 (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - C (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - D (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - D (Cash) (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory - D (Non Monetary) (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsNo Category (Gross value of software sales)Enter the gross value of software sales where the highest category of game offered by sold machines is category B1.
Distribution DetailsCategory Total (Gross value of software sales)Calculated field - no user entry required.
Profit ShareVenue - Adult Gaming Centres (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Betting Premises (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Bingo Clubs (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Casinos (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Licensed Family Entertainment Centre (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Family Entertainment Centre Permit (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Pubs, Clubs and Hotel Bars (Number of machines on profit share)State the average number of machines on profit share for the period covered by the return at the indicated premises type.
Profit ShareVenue - Total (Number of machines on profit share)State the total average number of machines on profit share for the period covered by the return at all premises types.
Profit ShareVenue - Adult Gaming Centres (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Betting Premises (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Bingo Clubs (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Casinos (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Licensed Family Entertainment Centre (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Family Entertainment Centre Permit (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Pubs, Clubs and Hotel Bars (Gross income)State the gross income from profit share arrangements for machines/software at the indicated premises type.
Profit ShareVenue - Total (Gross income)State the total gross income from profit share arrangements for machines/software at all premises types.
LeasedVenue - Adult Gaming Centres (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Betting Premises (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Bingo Clubs (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Casinos (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Licensed Family Entertainment Centre (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Family Entertainment Centre Permit (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Pubs, Clubs and Hotel Bars (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Other (Number of machines leased)Provide the average number of leased machines situated in the indicated premises type.
LeasedVenue - Total (Number of machines leased)Calculated field - no user entry required.
LeasedVenue - Adult Gaming Centres (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Betting Premises (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Bingo Clubs (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Casinos (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Licensed Family Entertainment Centre (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Family Entertainment Centre Permit (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Pubs, Clubs and Hotel Bars (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Other (Gross income)Provide the gross income received from machines situated in the indicated premises type.
LeasedVenue - Total (Gross income)Calculated field - no user entry required.
SalesVenue - Adult Gaming Centres (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Betting Premises (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Bingo Clubs (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Casinos (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Licensed Family Entertainment Centre (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Family Entertainment Centre Permit (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Pubs, Clubs and Hotel Bars (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Other (Number of machines sold)Provide the total numbers of machines sold for use in the indicated premises type.
SalesVenue - Total (Number of machines sold)Calculated field - no user entry required.
SalesVenue - Adult Gaming Centres (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Betting Premises (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Bingo Clubs (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Casinos (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Licensed Family Entertainment Centre (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Family Entertainment Centre Permit (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Pubs, Clubs and Hotel Bars (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Other (Gross income)Provide the gross income received from machines situated in the indicated premises type.
SalesVenue - Total (Gross income)Calculated field - no user entry required.
SuppliedCategory - New (Number purchased)A new gaming machine is defined as either: Machine with a new game title, regardless of whether it carries a new unique serial number or not and regardless of whether the cabinet or components are new or not. (Greened). Or: Existing game titles but manufactured with a new unique serial number, and using new or existing components but machine new to market.
SuppliedCategory - Secondhand (Non Legacy) (Number purchased)Provide the number of second-hand non-legacy machines purchased.
SuppliedCategory - Secondhand (Legacy) (Number purchased)Provide the number of second-hand legacy machines purchased.
SuppliedCategory - Total (Number purchased)Calculated field - no user entry required.
SuppliedCategory - New (Number scrapped)Enter the number of new machines scrapped in the period covered by this return.
SuppliedCategory - Secondhand (Non Legacy) (Number scrapped)Enter the number of second-hand non-legacy machines scrapped in the period covered by this return.
SuppliedCategory - Secondhand (Legacy) (Number scrapped)Enter the number of second-hand legacy machines scrapped in the period covered by this return.
SuppliedCategory - Total (Number scrapped)Calculated field - no user entry required.
SuppliedCategory - New (Other)A new gaming machine is defined as either: Machine with a new game title, regardless of whether it carries a new unique serial number or not and regardless of whether the cabinet or components are new or not. (Greened). Or: Existing game titles but manufactured with a new unique serial number, and using new or existing components but machine new to market.
SuppliedCategory - Secondhand (Non Legacy) (Other)
SuppliedCategory - Total (Other)Calculated field - no user entry required.
SuppliedCategory - Secondhand (Legacy) (Number scrapped)Enter the number of second-hand legacy machines scrapped in the period covered by this return.
Maintenance Sales and KitsIncome from maintenance salesEnter your income from the sale of machine maintenance.
Maintenance Sales and KitsIncome from the sale of kitsEnter your income from kits.
Total RevenueGGY total for the returnCalculated field - no user entry required.
Total RevenueIs the calculated gross gambling yield above correct?Enter 'no' if the auto-calculated GGY is incorrect.
Total RevenueActual GGY for the periodState the user-calculated GGY for the period covered by this return.
Total RevenueReason for the differenceProvide an explanation for the difference in auto- and user-calculated GGY figures.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Remote Casino, Betting and Bingo (RCBB)

Betting host (real and virtual) and general betting (limited) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21).
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Betting intermediary - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Betting intermediary (trading rooms only) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme*.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsCustomer incidents on gambling premises (directly related to gambling activity) requiring police assistanceRecord details of where you have required police assistance to deal with an incident directly related to the gambling activity (including those where the police have been unable to attend).
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Premises OverviewTotal number of active premisesProvide the total number of active premises (those offering a licensed activity) as at the end date of this return.
Premises OverviewTotal number of inactive (but still licensed by local authority) premisesProvide the number of premises which are inactive but are still licensed by the Local Authority.
Premises OverviewTotal number of acquired premisesState the number of premises acquired during the period covered by this return.
Premises OverviewTotal number of disposed premisesState the number of premises disposed of during the period covered by this return.

Financial information

Group Question Guidance
Seats Number of seats Record the average number of seats in the trading room during the reporting period.
Seats Trading category Record the trading category for the trading room.
Seats Number of members Record the average number of members of the trading room.
Seats Revenue received Record the total amount of revenue received by the trading room during the reporting period.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Bingo (operating) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Bingo (game host) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Casino (operating) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions made which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Casino (game host) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions made which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

General betting standard (real and virtual events) - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Pool betting - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal GB employees Record the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationTotal non GB employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
Workforce informationWorkforce totalCalculated field - no user entry required.
Accounts and registrationsFunds held in customer accounts (GB)The total funds held in customer accounts for GB customers only.
Accounts and registrationsFunds held in customer accounts (Non GB)The total funds held in customer accounts for non-GB customers.
RegistrationsFunds held in customer accounts (Total)Calculated field - no user entry required.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. GB-based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Non GB)Total number of accounts for Gambling Commission licensed activities: the total number of registered customer accounts must be reported regardless of whether they are active, dormant or suspended. Non-GB based customers only.
RegistrationsTotal number of accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Non GB)Total number of active for Gambling Commission licensed activities: the total number of accounts that have been used by customers to gamble on Commission licensed activities within the last 12 months, and should not include suspended or dormant accounts. The last 12 months refers to the 12-month period prior to the end date of this regulatory return. Non GB-based customers only.
RegistrationsTotal number of active accounts for Gambling Commission licensed activities (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Casino (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Casino (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Casino (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Poker – Peer to Peer only (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Poker – Peer to Peer only (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Bingo (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Bingo (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Bingo (Total)Calculated field - no user entry required.
RegistrationsTotal active customers: Betting (GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. GB-based customers only.
RegistrationsTotal active customers: Betting (Non GB)Total number of active accounts by licensed activity: the total number of active accounts should be provided by activity (casino, betting, bingo and poker (peer to peer)) where active accounts are those that have been used to gamble in the last 12 months. Non GB-based customers only.
RegistrationsTotal active customers: Betting (Total)Calculated field - no user entry required.
RegistrationsNumber of new registrations (GB)Provide the number of new account registrations made in the period covered by the return. GB customers only.
RegistrationsNumber of new registrations (Non GB)Provide the number of new account registrations made in the period covered by the return. Non-GB customers only.
RegistrationsNumber of new registrations (Total)Calculated field - no user entry required.
Operational eventsComplaints logged by the operator (GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Non GB)Record the number of complaints that you have logged within the period covered by the regulatory return, for Non-GB customers only. Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome. A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator. Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsComplaints logged by the operator (Total)Calculated field - no user entry required.
Operational eventsDisputes logged (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsDisputes logged (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes logged by the operator (GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Non GB)Record the number of disputes that you have logged within the period covered by the regulatory return, for Non-GB customers only. Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes logged by the operator (Total)Calculated field - no user entry required.
Operational eventsOf which, disputes referred to ADR entity (GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Non GB)Record the number of disputes that you are aware have been referred to an ADR within the reporting period, for Non-GB customers only.
Operational eventsOf which, disputes referred to ADR entity (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions made during the period (GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Non GB)Provide information regarding the number of self-exclusions made during the regulatory return reporting period, for Non-GB customers only. This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsSelf-exclusions made during the period (Total)Calculated field - no user entry required.
Operational eventsKnown breaches of self-exclusion (GB)Record the number of times you know a player has breached their self-exclusion agreement, for GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Operational eventsKnown breaches of self-exclusion (Non GB)Record the number of times you know a player has breached their self-exclusion agreement, for Non-GB customers only. A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities. This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsKnown breaches of self-exclusion (Total)Calculated field - no user entry required.
Operational eventsSelf-exclusions returning (GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Non GB)Self-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended, for Non-GB customers only. We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So, for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion. This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Operational eventsSelf-exclusions returning (Total)Calculated field - no user entry required.
Operational eventsPeople who have gambled were unable to verify their age (GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Non GB)For the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 when challenged, for Non-GB customers only. For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18. You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18.
Operational eventsPeople who have gambled were unable to verify their age (Total)Calculated field - no user entry required.
Operational eventsIncidents logged in customer interaction log (GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Non GB)Operators are required to implement policies and procedures for customer interaction where they have concerns that a customer’s behaviour may indicate problem gambling. This includes logging these customer interactions. You should record the total number of incidents on the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. A customer interaction can be carried out by a staff member, or for remote gambling could also be an automated interaction if this has been triggered by a customer’s activity. It may include providing information on responsible gambling, tools to help manage gambling, or signposting to sources of help or support. Your customer interaction log should be in a format that works for you. You could include the identity or other identifier of the customer involved, the behaviour or activity that prompted the interaction, the advice or support given, and the outcome of the interaction. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIncidents logged in customer interaction log (Total)Calculated field - no user entry required.
Operational eventsIndividuals in interaction (GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Non GB)You may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return, for Non-GB customers only. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
Operational eventsIndividuals in interaction (Total)Calculated field - no user entry required.
Operational eventsRestrictions made on individual products (GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Non GB)If an operator gives customers the option to block access to some, but not all gambling products, please provide the number of individuals who have made use of this option during the reporting period, for Non-GB customers only. For example, a customer blocks their access to casino games but is able to continue placing sports bets. This must not include figures relating to self-exclusions which is a separate data point. If the operator does not offer a facility to exclude by product, they should leave this section blank.
Operational eventsRestrictions made on individual products (Total)Calculated field - no user entry required.
Operational eventsTimeouts (GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for GB customers only. This must not include figure relating to self-exclusions which is a separate data point.
Operational eventsTimeouts (Non GB)Provide the number of individuals who have made use of the remote time out option (LCCP Social Responsibility Code Provision 3.3.4) during the reporting period, for Non-GB customers only. This must not include figure relating to self-exclusions made in accordance with LCCP Social Responsibility Code Provision 3.5.1.
Operational eventsTimeouts (Total)Calculated field - no user entry required.
Operational eventsTime and money limits (GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Non GB)Record the number of times money/time limits are voluntarily set in the period relating to the regulatory return, by Non-GB customers only. One player setting 3 limits in the reporting period or 3 players setting 1 limit should both be recorded as 3, 6 total if they both occurred. Removals should not be counted so a player that removes a limit does not affect the sum. Do not include Timeouts which is a separate data point. (08/21)
Operational eventsTime and money limits (Total)Calculated field - no user entry required.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to this contribution.

Financial information

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Society Lottery

Society lottery - non-remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
ELM ManagedDo you use External Lottery Managers?An External Lottery Manager (ELM) makes arrangements for a lottery on behalf of a society or local authority but is not a member, officer or employee of the society or local authority. A society or local authority and an ELM must be separate entities and be able to demonstrate that they are independent of each other.
An ELM must hold a lottery manager operating licence before they can promote a society or local authority lottery.
ELM ManagedName of External Lottery ManagerRecord the names of all External Lottery Managers who have promoted a lottery on your behalf during the period related to the regulatory return.
ELM ManagedGambling Commission Licence NumberProvide the licence number of the ELM used to manage the lottery.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.

Society lottery - remote

Operational information

GroupQuestionGuidance
Workforce informationTotal number of employeesRecord the total number of employees. This is the number of individuals employed at a given time, irrespective of the hours they work. Count each person as one regardless of whether they work full time or part time.
An employee is anyone that your organisation directly pays from its payroll(s), in return for carrying out a full time or part time job or being on a training scheme. This includes workers who are employed in relation to the licensed activity who are:
  • paid directly from this business’s payroll
  • temporarily absent but still being paid, for example on maternity leave
  • furloughed on the Coronavirus Job Retention Scheme.
Do not include:
  • employees not employed in relation to the licensed activity
  • former employees only receiving a pension
  • self-employed workers
  • working owners who are not paid via PAYE
  • staff who are not directly employed (for example, agency staff)
  • volunteers.
If employees work across a group, you should record them on the regulatory return for the licensed activity that uses most of their time.
ContributionsAre contributions made?Select the appropriate option (yes/no).
ContributionsContributions made via trade bodyIf you are a trade association/body member and your contribution was made through them please select ‘Contribution via Trade Body’. You should also record the name of the trade association/body.
ContributionsTrade bodyPlease state the name of the trade body that made the contribution on your behalf.
ContributionsValue of contributionRecord the value of your contribution. If you have apportioned your contribution across a number of sectors you should record the amount relevant to the licensed activity covered by the regulatory return. That is, if your business completes more than one regulatory return, your RET contribution should be divided between the different sectors and recorded in the relevant returns. Do not record the company’s total contribution in full on each regulatory return.
ContributionsDate of contributionEnter the date the contribution was made.
ContributionsDetails of contributionEnter details relating to the contribution.
Operational eventsComplaints logged by the operatorRecord the number of complaints that you have logged within the period covered by the regulatory return.
Our codes of practice require operators to log complaints made about any aspect of the conduct of the licensed activities, other than those that are resolved at the first stage of the operator’s complaints resolution procedure. This means that those complaints that are resolved very readily need not be recorded for the Commission. The number of complaints logged within the reporting period needs to be recorded irrespective of the outcome.
A complaint is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that complaints relating purely to commercial issues (such as the provision of non-lottery services) would not need to be logged, as they would not indicate a possible threat to the licensing objectives. Complaints logged may be directly about the outcome of the customer’s gambling or involve wider concerns about the way in which gambling is conducted by the operator.
Complaints can be expressed orally or in writing and may occur in person, over the telephone, by letter, by email, or via online support.
Operational eventsOf which, disputes logged by the operatorRecord the number of disputes that you have logged within the period covered by the regulatory return.
Disputes are that subset of complaints which concern the outcome of the customer’s gambling transaction. They do not include wider concerns that may relate to the conduct of the gambling operation. As disputes are a subset of complaints, the number of disputes reported on the regulatory return will also be included in the count of complaints on the regulatory return.
Operational eventsOf which, disputes referred to ADR entityRecord the number of disputes that you are aware have been referred to an ADR within the reporting period.
Operational eventsSelf exclusions made during this return periodProvide information regarding the number of self-exclusions made during the regulatory return reporting period.
This must not include restrictions made on individual products or timeouts which must be recorded separately below. This return is just in relation to your own self-exclusion scheme. Figures for participation in multi-operator schemes will be collected from the scheme administrator.
Operational eventsKnown breaches of self-exclusionRecord the number of times you know a player has breached their self-exclusion agreement.
A player breaches their self-exclusion when they attempt to gain access to your facilities, attempt to gamble (for example, attempt to use an internet betting account following self-exclusion), or actually gambles. It is not limited to an attempt to gamble, and includes attempts to enter premises or access online gambling facilities.
This must not include restrictions made on individual products or timeouts. This should include any breaches of either your own self-exclusion scheme or a multi-operator scheme
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsSelf-excluded individuals opting to return to gamblingSelf-excluded customers can choose to return to gambling following the completion of their chosen length of self-exclusion. For the reporting period of the regulatory return record the number of individuals who have chosen to return to gambling once their self-exclusion period has ended.
We only expect you to report individuals who return to gambling within the time period that you are required to administer a return to gambling process and a 24-hour cooling-off period. So for remote operators we expect you to report any customers that return to gambling within 7 years of the end of their self-exclusion. For non-remote operators we expect you to report customers that return to gambling within 6 months of the end of their self-exclusion.
This must not include restrictions made on individual products or timeouts. This should include the number of players returning to gambling from either your own self-exclusion scheme or a multi-operator scheme.
Note: Non-remote society lotteries are not required to participate in a multi-operator self-exclusion scheme.
Operational eventsPeople who have gambled were unable to verify their ageFor the period relating to the regulatory return, you should record the number of people who, having gambled, were unable to prove they were 18 (or 16 for lotteries) when challenged.
For the purposes of the regulatory return, a person has gambled once they have inserted money into (or otherwise credited) a gaming machine, electronic gaming terminal or self-service betting terminal, bought in at a gaming table or completed a transaction over the counter. That transaction can include placing a bet or asking to load money on to a gaming machine. A person is unable to prove they are 18 (or 16 for lotteries) if they either provide identification which shows them to be underage, or do not provide any when challenged.
You should not include incidents where a customer is challenged before they have been able to gamble, and is refused service because they are unable to prove they are 18 (or 16 for lotteries).
Operational eventsIncidents logged in customer interaction logRecord the total number of incidents on the customer interaction log for the period relating to the regulatory return. A customer interaction is initiated by the operator, and is prompted by observed behaviour or activity by a customer, which may indicate problem gambling. You should only record here the number of customer interactions related to concerns that a customer’s behaviour may indicate problem gambling. You should not include general customer service communications, marketing, or requests for information for AML purposes.
Operational eventsIndividuals included in the customer interaction logYou may carry out more than one customer interaction with each customer. Record the number of different people (customers) included in the customer interaction log for the period relating to the regulatory return. Even if you do not know someone’s full personal details we expect that you will be able to identify them in some way.
ELM ManagedDo you use External Lottery Managers?An External Lottery Manager (ELM) makes arrangements for a lottery on behalf of a society or local authority but is not a member, officer or employee of the society or local authority. A society or local authority and an ELM must be separate entities and be able to demonstrate that they are independent of each other.
An ELM must hold a lottery manager operating licence before they can promote a society or local authority lottery.
ELM ManagedName of External Lottery ManagerRecord the names of all External Lottery Managers who have promoted a lottery on your behalf during the period related to the regulatory return.
ELM ManagedGambling Commission Licence NumberProvide the licence number of the ELM used to manage the lottery.

Other information

GroupQuestionGuidance
Other informationAny other information to support this returnPlease provide any other information to support this return or where the Commission should be aware of something not covered by our current reporting requirements.