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Report

High Value Customer and VIP Scheme Monitoring

Gambling Commission report focusing on research conducted into high value customer and VIP scheme monitoring

Casework analysis

Through the process detailed in the methodology section, there were 46 cases with one or more of the 8 keywords that were assessed by the researchers as having VIP or High Value Customer (HVC) schemes as alleged contributory factors to the reported gambling behaviour of the consumer. The cases identified are shown in Table 6:

Table 6: Casework with VIP or HVC schemes as a potential contributory factor

Casework with VIP or HVC schemes as a potential contributory factor
Year considered Cases identified
2018 11
2019 33
2022 1
2023 1
Total 46

As outlined in the limitations section, there is a potential time-lag between the commencement of gambling activity of interest and the date that the casework is considered by the Gambling Commission. The earliest activity within these 46 cases occurred in 2011 (but was not reported until 2018), and some of the reported gambling interaction histories spanned multiple years. The 2 cases considered in 2022 and 2023 do relate to gambling behaviour that occurred in 2021 and 2022 respectively, a time period following the regulatory change.

Due to the confidential nature of casework, no further details about these incidents can be disclosed as to whether any allegations were upheld, and no updates about the progression of any investigations can be provided as this may be prejudicial to any ongoing investigations into the same.

It is clear that there has been a significant decrease in casework where HVC or VIP schemes are reported as potential contributory factors since the introduction of the new policies. Even permitting for a skew to pre-implementation cases caused by the time-lag, there is a significant decrease in allegations relating to HVC or VIP schemes within the casework pre-implementation (n=44) to the 2 years considered post-implementation (n=2). It is recommended that this source of information is monitored on an ongoing basis as a valuable resource to detect trends.

Additionally, the Commission's ongoing assessment of operators' compliance with regulatory requirements has not identified HVC or VIP schemes as an issue requiring specific thematic focus.

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High Value Customer and VIP Scheme Monitoring - Operator survey findings
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High Value Customer and VIP Scheme Monitoring - Other Sources of information
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