GVC restructures ahead of VIP rule changes

The operator of Ladbrokes Coral is to restructure customer care teams in preparation for changes to VIP regulations. 

UK.- GVC, the owner of Ladbrokes Coral, has announced it will restructure its customer care teams to prepare for expected changes to rules on schemes for high-value customers in Great Britain.

It said redundancies could not be ruled out but that the number of redundancies would be low and that customer care staff in Gibraltar were being offered alternative roles.

The UK trade association, the Betting and Gaming Council (BGC), has adopted new rules for engaging with high-value customers based on the outcomes of a Gambling Commission working group led by the company. These include limiting VIP schemes to over 25s.  

The Gambling Commission is currently consulting on making the changes a condition for all licence holders from October.

A GVC spokesperson said: “GVC was the lead operator in the industry working group on what were formally referred to as VIP schemes.

“This work paved the way for the creation of the new code, which introduces significant enhancements to responsible gambling safeguarding measures for high-value customer (HVC) schemes and reduces the number of customers eligible to participate, including a complete restriction for those aged under 25.

“As a result of the restructure, a number of roles have been identified at risk, though it is hoped and expected that by offering alternate positions within the group, compulsory redundancies will be kept to a minimum.”

VIP schemes have attracted growing criticism in the UK after several regulatory failings. The All-Party Parliamentary Group (APPG) on Gambling Related Harm’s report last month called for them to be banned outright.