British regulator launches new consultation on customer interaction

The Gambling Commission is seeking opinions on how operators should intervene to prevent gambling-related harm. 

UK.- The Gambling Commission has opened a new consultation seeking responses on how online gambling operators interact with customers.

The Commission wants to receive insights and opinions from businesses, employees and customers on “what protections should be offered by online gambling operators to prevent harms to their customers.”

It aims to collect guidance on the non-technical measures and practices that online operators should adopt to provide customers with safer gambling environments.  

The consultation comes after casework found that operators were sometimes too slow to protect customers.

UK online gambling laws already require licensed operators to conduct verification checks on customer ID. Customer service teams are also required to carry out interventions when players show signs of gambling-related harm.  

The Commission said: “Action to protect customers could mean that more customers have to provide information to gambling operators about their income and what they can afford, or give permission for credit agencies to provide information. 

“Many customers are reluctant to provide information to gambling businesses and they may feel that they would prefer such information to be private.”

The consultation involves a short survey of questions. Participants have until February 9 to respond.

The UK government is currently carrying out a review of gambling legislation.

Some members of parliament have called for the Gambling Commission to be axed.