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1201 | Customer interaction: formal guidance for premises-based operators | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-premises-based-operators | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displ... |
1202 | Contents | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-premises-based-operators | * [Customer interaction: formal guidance for premises-based operators](#)
* [Identifying the right customers](#non-remote-identifying-the-right-customers)
* [Understanding the impact of gambling harms](#understanding-the-impact-of-gambling-harms)
* [Using the right indicators for your business](#non-remote-using-the-ri... | |
1203 | 3.4.2 - Customer interaction – lotteries | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/3-4-2-customer-interaction-lotteries | Applies to:
All lottery licences
**Social responsibility code** Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator-s licence with a view to suspension, revocation or the imposition of a financial penalty and would also exp... | |
1204 | 3.4.3 - Remote customer interaction | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/3-4-3-remote-customer-interaction | Applies to:
All remote licences, except any remote lottery licence the holder of which does not provide facilities for participation in instant win or high frequency lotteries [1](#343-1) , remote gaming machine technical, gambling software, host, ancillary remote bingo, ancillary remote casino, ancillary remote ... | |
1205 | 3.4.3 - Remote customer interaction | References | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/3-4-3-remote-customer-interaction | 1 A high frequency lottery is a lottery in which any draw takes place less than one hour after a draw in a previous lottery promoted on behalf of the same non-commercial society or local authority or as part of the same multiple lottery scheme.
2 [Problem gambling rates for the relevant gambling activities](http... |
1206 | Customer interaction: formal guidance for remote gambling operators | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-remote-gambling-operators |
> This formal guidance for remote gambling operators is not current and from 12 September 2022 operators are no longer required to take it into account. It was published in July 2019 and remained in effect from 31 October 2019 to 11 September 2022.
> Following our consultation on customer interaction, Social Resp... | |
1207 | Customer interaction: formal guidance for remote gambling operators | Introduction | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-remote-gambling-operators | All licensees are required to interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling, as set out in [Social Responsibility Code Provision 3.4.1](/licensees-and-businesses/lccp/condition/3-4-1-customer-interaction) of the Licence Conditions and Codes of Prac... |
1208 | Customer interaction: formal guidance for remote gambling operators | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/customer-interaction-formal-guidance-for-remote-gambling-operators | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displ... |
1209 | 3.2.1 - Casinos SR code | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/3-2-1-casinos-sr-code | Applies to:
All non-remote casino licences
**Social responsibility code** Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator-s licence with a view to suspension, revocation or the imposition of a financial penalty and woul... | |
1210 | Checklist of considerations | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/checklist-of-considerations | We welcome sight of novel product or concept developments before they are deployed in the market. We do not approve individual products, and the responsibility rests with operators to ensure that their developments are compliant and will help to deliver the licensing objectives of the Gambling Act. It is recommended t... | |
1211 | Checklist of considerations | In respect of the cashless technology product or system you are developing, you should be able to fully explain: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/checklist-of-considerations | * How you will make sure that consumers are required to have a break from gambling before they are able to access and use new funds.
* How you have satisfied yourself that you will be compliant with the Gaming Machine (Circumstances of Use) Regulations in respect of the use of debit or credit cards, payment limits and ... |
1212 | Checklist of considerations | There are also a variety of harm mitigation and consumer empowerment measures that you should consider. You should ask yourself: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/checklist-of-considerations | * What information can your product provide to the consumer about their own gambling? For example, will consumers be able to access information on their transactional gambling history over certain periods of time?
* Are you able to provide tools that enable the user to manage their gambling? For example, can the consum... |
1213 | Compliance with safer gambling requirements | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/compliance-with-safer-gambling-requirements | See the following pages:
* [Transparency with consumers- do they know who they're participating against?](/licensees-and-businesses/page/customers-knowledge-of-who-they-are-participating-against)
* [Advertising and marketing](/licensees-and-businesses/guide/advertising-marketing-rules-and-regulations)
* [Appropriate... | |
1214 | Gambling industry code for socially responsible advertising | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/gambling-industry-code-for-socially-responsible-advertising | You should comply with the [Gambling industry code for socially responsible advertising (opens in a new tab)](https://bettingandgamingcouncil.com/members/igrg) which is administered by the Industry Group for Responsible Gambling (IGRG).
This code is designed to supplement the CAP and BCAP codes by providing minim... | |
1215 | Gambling and lotteries ads of strong appeal to under 18s | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/gambling-ads-of-particular-appeal-to-under-18s | The CAP Code requires that marketing communications for gambling must not be likely to be of strong appeal to children or young persons, especially by reflecting or being associated with youth culture, particularly if they are generally available to view by them ('freely accessible'). Read more about [how the ASA vie... | |
1216 | Advertising and sponsorship in sport | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/advertising-and-sponsorship-in-sport | When agreeing commercial deals with sports clubs, we expect you to ensure that all parties are aware of, and compliant with, the relevant advertising and sponsorship rules and regulations.
These rules and regulations include:
* provisions contained within [LCCP](/licensees-and-businesses/lccp/online)
* the UK Ad... | |
1217 | Young people in marketing material | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/young-people-in-marketing-material |
> For the purposes of these rules, children are those who are 15 and under, and young persons are people of 16 or 17.
>
>
As a general rule, marketing communications for gambling must not include a child or a young person. No one who is, or seems to be, under 25 years old may be featured gambling or playing a si... | |
1218 | Open and transparent marketing | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/open-and-transparent-marketing | The following codes are relevant to this section:
[LCCP: Social responsibility code 5.1.9 (Other marketing requirements)](/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements) [LCCP: Social responsibility code 5.1.11 (Direct electronic marketing consent)](/licensees-and-businesses/lccp/condi... | |
1219 | Responsible placement of digital adverts | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/responsible-placement-of-digital-adverts | The following code is relevant to this section:
[LCCP: Licence condition 16.1.1 (Responsible placement of digital adverts)](/licensees-and-businesses/lccp/condition/16-1-1-responsible-placement-of-digital-adverts)
You must ensure that you do not place digital advertisements on websites providing unauthorised acc... | |
1220 | Sponsorship of British sporting clubs by gambling operators | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/sponsorship-of-british-sporting-clubs-by-gambling-operators | A number of British sports clubs have sponsorship deals with gambling operators. Sports sponsorship falls within the definition of advertising in [Section 327(2)(a) of the Gambling Act 2005 (opens in a new tab)](https://www.legislation.gov.uk/ukpga/2005/19/section/327) . Such sponsorship deals must comply with the g... | |
1221 | Sponsorship of British sporting clubs by gambling operators | The gambling industry code for socially responsible advertising (the industry code) covers this issue and states at paragraph 33 that: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/sponsorship-of-british-sporting-clubs-by-gambling-operators | The advertising of adult-only gambling products or product suppliers should never be targeted at children. This applies equally to sponsorship and this code requires that gambling operators will not allow their logos or other promotional material to appear on any commercial merchandising which is designed for use by c... |
1222 | 5.1.6 - Compliance with advertising codes | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/5-1-6-compliance-with-advertising-codes | Applies to:
All licences, except lottery licences
**Social responsibility code** Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator-s licence with a view to suspension, revocation or the imposition of a financial penalty a... | |
1223 | Managing criminal risk - bonus and promotional offers | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/managing-criminal-risk-bonus-and-promotional-offers |
> You must have robust ID verification procedures in order to prevent underage gambling, enforce self-exclusions and confirm customers' identities.
>
>
Verification must be conducted at [appropriate points in time](/news/article/commission-urges-operators-to-review-when-customer-identity-checks-are-made) and n... | |
1224 | 3.5.3 - Self-exclusion – remote SR code | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/3-5-3-remote-sr-code | Applies to:
All remote licences except: gaming machine technical, gambling software, host, ancillary remote bingo, ancillary remote casino, betting intermediary (trading room only) and remote betting (standard) (remote platform) licences.
Paragraph 8 does not apply to ancillary remote betting licences, remote ge... | |
1225 | 1.1.2 - Responsibility for third parties – all licences | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/1-1-2-responsibility-for-third-parties-all-licences | Applies to:
All licences
**Social responsibility code** Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator-s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the ... | |
1226 | 8.1.1 - Ordinary code | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/8-1-1-information-requirements-ordinary-code | Applies to:
All licences
**Ordinary code** These do not have the status of operator licence conditions but set out good practice. Operators may adopt alternative approaches to those set out in ordinary code provisions if they have actively taken account of the ordinary code provision and can demonstrate that an... | |
1227 | 8.1.1 - Ordinary code | References | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/8-1-1-information-requirements-ordinary-code | 1 These matters are to be reported to us online via our [‘eServices-](/service/operator-eservices) digital service on our website.
2 Events which must be reported, because the Commission considers them likely to have a material impact on the nature or structure of a licensee-s business, are set out in general l... |
1228 | Transparency | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | Consumers must be able to understand all of the terms that govern their play. You should remember that literacy levels vary significantly across the population and a consumer reading your terms may not have English as their first language. There are freely available tools that can assess the reading level needed to un... | |
1229 | Transparency | Ensure all Significant Conditions are provided: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | * to consumers in a clear, timely, intelligible, unambiguous, transparent, non-misleading and prominent manner
* within the advert and with the headline offer on all relevant landing webpages and sign-up webpages (or equivalent) for that Promotion
* within the advert and with the headline offer on any other advertising... |
1230 | Transparency | Ensure all terms and conditions relating to a Promotion, including terms which apply to all Bonuses, are accessible: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | * before consumer signs up,
(i) on all relevant landing pages and sign-up pages for that Promotion (or Equivalents)
(ii) within a single click (or equivalent) from any other advertising on any medium for that Promotion, to the extent that it is not possible to include such terms and conditions on such advertisi... |
1231 | Transparency | You should also be aware that: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | Marketing of promotional offers must comply with rules set out in [LCCP SR 5.1.9.](/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements) . We have also published [guidance](/licensees-and-businesses/guide/page/open-and-transparent-marketing) on this.
For further information regarding acce... |
1232 | Transparency | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | * terms and conditions must not be unnecessarily complex
* terms and conditions must not be hidden from players
## Example of what not to do
## Ensure that at all times the consumer is informed:
## What you should do
|
1233 | Transparency | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | Promotional banners must not lead straight to a sign-up page without making sure that the player has had access to all significant terms and conditions. Additional terms and conditions must not be hidden in a separate tab or window on a webpage.
|
1234 | Transparency | Ensure that at all times the consumer is informed: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | * when they are playing with Restricted Funds
* if playing with Restricted Funds, about the nature of, and consequences of non-compliance with, the Promotional Play Restrictions or Wagering Requirements.
|
1235 | Transparency | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/transparency | * players must be told when they are playing with restricted funds and any requirements or restrictions associated with this
* players must be told when they are playing with restricted funds, bonus funds for example, and should be reminded what these restrictions are
* players must be reminded of the restrictions when... |
1236 | Restrictions on withdrawing deposit and deposit winnings | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings | Players must be informed that they are allowed to withdraw their deposit balance at any time, including when a bonus is pending or active on the account. Players must be allowed to withdraw without restriction, except as necessary to comply with any General Regulatory Obligations.
You must also ensure that:
* you... | |
1237 | Restrictions on withdrawing deposit and deposit winnings | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings | Operators must allow players to withdraw funds from their deposit balance, even if they are allocated to a bonus including when a bonus is pending or active in the account. We recognise that numerous small withdrawals can be costly for an operator, therefore, operators are not prevented from deducting a cost-reflectiv... |
1238 | Restrictions on withdrawing deposit and deposit winnings | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings | * layers must not be made to meet wagering requirements before they can withdraw money from their deposit balance
* funds from deposit and bonus balances must not be mixed together or displayed to the player as a single pot of money
* players must not be asked for information at the point they request a withdrawal from... |
1239 | Restrictions on withdrawing deposit and deposit winnings | Example of what not to do: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings | * 'Your withdrawals are limited to one per day and no more than five per week'
* 'You may withdraw up to £5,000 per day once you have wagered your original deposit'
* 'Before making any withdrawals from your deposit account, you must first wager the value of this 5 times'
|
1240 | Promotional play restrictions | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/promotional-play-restrictions | You must ensure that terms and conditions setting out any Promotional Play Restrictions clearly specify all prohibited types or patterns of play, and do not reserve sole discretion on the operator to:
* determine when play falls within these specified categories
* determine other forms of play to be in breach of the... | |
1241 | Promotional play restrictions | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/promotional-play-restrictions | Operators should ensure that all prohibited types or patterns of play are listed within terms and conditions. They must also make sure that all types of banned play are listed and that players are aware of these.
Terms and conditions highlighting the possible penalties if fraud/cheating/collusion is identified, mus... |
1242 | Promotional play restrictions | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/promotional-play-restrictions | Terms cannot contain a general reference to banned types of play as this is too vague. Players must be provided with as much information as possible, therefore, each type of prohibited play should be specifically lised.
Operators must not ban a form of play that was not clearly outlined to the players in advance.
... |
1243 | Promotional play restrictions | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/promotional-play-restrictions | * Your membership of the rewards scheme may be removed if it is abused, and we will decide on what behaviour and types of play constitutes an abuse
* ‘We reserve the sole discretion to determine prohibited types or patterns of play-.
|
1244 | Terms giving licensees undue discretion on their application | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/terms-giving-licensees-undue-discretion-on-their-application | You are required by the [terms of your licence](/licensees-and-businesses/lccp/condition/7-1-1-fair-and-transparent-terms-and-practices) to make sure that the terms on which gambling is offered are not unfair within the meaning of the Consumer Rights Act 2015. Under that Act, a term is unfair if it causes a signific... | |
1245 | Terms giving licensees undue discretion on their application | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/terms-giving-licensees-undue-discretion-on-their-application | Have terms that say you “may” or “reserve the right” (or similar) to void or withhold a customer-s winnings in certain situations including those listed above. Customers are entitled to know what action you would take in those terms. Any of your terms concerning treatment of customers- funds should also comply with ou... |
1246 | Terms allowing licensees to confiscate customers- un-staked deposits | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/terms-allowing-licensees-to-confiscate-customers-un-staked-deposits | A customer-s un-staked deposits remain their property. Other than where necessary to comply with a General Regulatory Obligation, licensees must not have terms that allow them to confiscate all or part of a customer-s money that has been deposited with them, but not yet staked.
[Previous page
Terms giving licen... | |
1247 | Free bets and account restrictions (in relation to sports betting) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting | Do not enforce (or seek to enforce) any Account Restriction against a consumer who has, prior to such Account Restriction being notified to them, made one or more qualifying bets in respect of a Free Bet Promotion, where enforcing such an Account Restriction would:
**a.** affect the consumer-s ability:
* to ... | |
1248 | Free bets and account restrictions (in relation to sports betting) | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting | An operator must not enforce an account restriction if a player has qualified for a free bet promotion, before being notified of the restriction where:
* the player has placed all qualifying bets and the restriction would stop them receiving the free bets or the value of these
* the player has already started placin... |
1249 | Free bets and account restrictions (in relation to sports betting) | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting | Players must not find it more difficult to complete the qualifying bets as a result of account restrictions after they started to qualify for the free bet.
## Example of what not to do:
[Previous page
Terms allowing licensees to confiscate customers- un-staked deposits](/licensees-and-businesses/guide/page/te... |
1250 | Free bets and account restrictions (in relation to sports betting) | Example of what not to do: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting | * If stake factoring meant that a player would be restricted from making their remaining qualifying bets on the most popular sections on a major football market, then that player would be materially restricted.
|
1251 | Compulsory publicity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/compulsory-publicity | Do not use, enforce, or seek to rely on any term in a consumer contract or notice which has object or effect of:
* obliging consumers to participate in publicity promoting the operator or an associated business if required to do so
* deeming the consumer, by accepting and agreeing to the terms of such a contract or ... | |
1252 | Compulsory publicity | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/compulsory-publicity | Operators must not use terms and conditions that forces players to take part in publicity promoting the operator. Players must be willing to take part in any publicity and cannot be pressured or forced to take part and they should give their explicit consent to participate in any publicity.
Terms and conditions rel... |
1253 | Compulsory publicity | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/compulsory-publicity | Operators cannot assume that a player has consented to take part in promotional activity by agreeing to the data protection and GDPR terms and conditions provided by operators.
## Example of what not to do
[Previous page
Free bets and account restrictions (in relation to sports betting)](/licensees-and-busine... |
1254 | Compulsory publicity | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/compulsory-publicity | * 'As a member of our VIP scheme, you will be enrolled into our promotions and publicity activity. Please contact customer services if you wish to opt out of this.'
* Don't enrol a consumer in any promotion without first obtaining the consumer-s express and informed consent to accept the terms and conditions of that sp... |
1255 | The right to vary a promotion | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion | Not to use, enforce, or seek to rely on any term in a consumer contract or notice which has the object or effect of:
* permitting an operator to vary or discontinue a Promotion, or any part of it, in respect of a consumer who has opted into the Promotion, made a deposit in expectation of receipt of a Bonus, and/or c... | |
1256 | The right to vary a promotion | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion | Operators must not have any terms which allow them to vary or stop a promotion once a player has signed up. However, occasionally there may be a legitimate need to amend the terms of a promotion before a player has signed up to it, for example, to manage/prevent fraud and other unlawful behaviour.
|
1257 | The right to vary a promotion | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion | Operators must only amend the terms of a promotion before a player has signed up to it. Terms must not be changed after a player has opted to take part.
## Example of what not to do
[Previous page
Compulsory publicity](/licensees-and-businesses/guide/page/compulsory-publicity) [Next page
Maximum withdraw... |
1258 | The right to vary a promotion | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion | 'We will use our sole discretion to amend and modify the terms and conditions at all times. This may include withdrawing the promotion if considered appropriate'.
|
1259 | Maximum withdrawal limits | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/maximum-withdrawal-limits | Do not impose, use, enforce, or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of imposing any maximum limit on the amount a consumer may withdraw from their Deposit Balance.
| |
1260 | Maximum withdrawal limits | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/maximum-withdrawal-limits | Players are entitled to withdraw money from their deposit balance, including their winnings, at any time. Operators must allow players to withdraw funds from their deposit balance and there must be no term in place that restricts this.
We recognise that numerous small withdrawals can be costly for an operator and, ... |
1261 | Maximum withdrawal limits | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/maximum-withdrawal-limits | * there must be no restrictions on the maximum amount of money a player can withdraw at any time
* players must not be charged if they wish to withdraw the entirety of their deposit balance
* the withdrawal of funds must not prompt an operator to request this information
* further information about this follows in sect... |
1262 | Maximum withdrawal limits | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/maximum-withdrawal-limits | 'You may withdraw up to £50 per day and up to £500 per week'
|
1263 | Account inactivity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/account-inactivity | Operators cannot use the grounds that the consumer-s account has been inactive to:
* confiscate all or part of the funds in a consumer-s Deposit Balance, or otherwise deduct any amount therefrom
* use, enforce, or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of pe... | |
1264 | Account inactivity | Dormant accounts | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/account-inactivity | Where an account has been inactive for at least 12 months, the funds cannot be considered to be ‘dormant-. As long as there is no prejudice to affected players rights over the funds, dormant accounts can be reclassfied for internal accounting purposes.
There should be no reduction in the protection of these funds a... |
1265 | Account inactivity | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/account-inactivity | * 'If you do not log into your account for a period of 90 consecutive days, we may decide to remove your winnings and void your account.'
* 'If you do not use your account for a period of 90 consecutive days, we will email you notification of our intention to confiscate your deposit balance within the next 14 days. If ... |
1266 | Identity verification | Do not: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/identity-verification | Confiscate all or part of the funds in a consumer-s Deposit Balance, or otherwise deduct any amount therefrom on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or informa... |
1267 | Identity verification | What you should do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/identity-verification | Operators should not remove funds in a deposit balance if a player is unable to verify their identity.Only after a period of 12 months where the player has not been able to verify their identity can an operator make a reasonable periodic charge for maintaining the account.
### However, before any such charges are m... |
1268 | Identity verification | What not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/identity-verification | Terms should not allow operators to remove funds from an account if a player is not able to verify their identity.
A request made by a player to withdraw funds from their account must not result in a requirement for additional information to be provided if the operator could reasonably have expected to have request... |
1269 | Identity verification | Example of what not to do | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/identity-verification | 'In order to make a withdrawal, you may be required to provide certain documents. If you do not provide this within fourteen days of our request, we may remove winnings and terminate accounts.'
|
1270 | Terms that allow winnings on open bets to be reduced | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/terms-that-allowed-winnings-on-open-bets-to-be-reduced | Terms designed to permit you to reduce potential winnings on open bets must not be unfair within the meaning of the Consumer Rights Act 2015. The Act defines terms as unfair if they cause a significant imbalance in rights under a contract to the detriment of consumers. We would consider terms that obliged consumers to... | |
1271 | Terms that allow winnings on open bets to be reduced | Example of what not to do: | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/terms-that-allowed-winnings-on-open-bets-to-be-reduced | Have terms that permit reductions to pay-outs “in exceptional circumstances” or those that are linked to commercial success.
|
1272 | Dispute resolution | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/dispute-resolution | The issues in this guidance have been the cause of disputes between consumers and licensees. If a consumer is not satisfied with your response to their complaint, they can refer it to an alternative dispute resolution (ADR) provider. We have become aware of obstructive behaviour when providers attempt to adjudicate on... | |
1273 | Glossary of terms | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/glossary-of-terms | ### Bonus
Any funds or equivalent provided by the operator and added to a consumer-s account from which the consumer can place wagers, including deposit matching funds for wagering at the consumer-s discretion and free spins on specific games.
### Bonus balance
The total of funds in an account belonging to the ... | |
1274 | 7.1.1 - Fair and transparent terms and practices | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/7-1-1-fair-and-transparent-terms-and-practices | Applies to:
All operating licences except gaming machine technical and gambling software licences
1. Licensees must ensure that the terms on which gambling is offered, and any consumer notices relating to gambling activity, are not unfair within the meaning of the Consumer Rights Act 2015. Licensees must comply w... | |
1275 | 5.1.9 - Other marketing requirements | https://www.gamblingcommission.gov.uk/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements | Applies to:
All licences
**Social responsibility code** Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator-s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the ... | |
1276 | Joint CMA and Gambling Commission letter to the gambling sector | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/joint-cma-and-gambling-commission-letter-to-the-gambling-sector | Dear Sir / Madam,
Joint Competition and Markets Authority / Gambling Commission letter to the gambling sector.
The Competition and Markets Authority (CMA) and Gambling Commission (the Commission) have now concluded their joint programme of work concerning suspected breaches of consumer protection law in the remo... | |
1277 | Joint CMA and Gambling Commission letter to the gambling sector | Files | https://www.gamblingcommission.gov.uk/licensees-and-businesses/page/joint-cma-and-gambling-commission-letter-to-the-gambling-sector | Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format [contact us](/forms/formatrequest) with details of what you require. It would help us to know what technology you use and the required format.
**PDF Files** Some PDF files cannot be displ... |
1278 | ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | ADR Group is one of the largest dispute resolution service providers in the UK.
| |
1279 | ADR group | Contact ADR group | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | Visit the [ADR group's website (opens in new tab)](http://www.adrgroup.co.uk/) .
Contact by post:
ADR Group
London Hill
Rayleigh
Essex
SS6 7HW Telephone: **020 3600 5050**
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
1280 | ADR group | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | No fees are charged to consumers.
Traders are charged annual fees, dependant on the scale of ADR services or on a case-by-case basis.
|
1281 | ADR group | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | The languages which can be used to submit a complaint are:
* English
* French
* German
* Greek
* Gujarati
* Hindi.
|
1282 | ADR group | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries.
|
1283 | ADR group | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | The procedure can be conducted as both a verbal or written procedure.
|
1284 | ADR group | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | The outcome is binding and non-binding.
|
1285 | ADR group | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/adr-group | The ADR entity may refuse to deal with a dispute in the following circumstances:
* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has pr... |
1286 | Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.
| |
1287 | Pegasus ADR Service | Contact Pegasus ADR Service | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | Visit [Pegasus ADR Service's website (opens in new tab)](http://pegasusadrservice.org.uk) .
Contact by post:
Pegasus ADR Service
29-30 Ely Place
London
EC1N 6TD
Telephone: 01903 873785
Find [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges) .
|
1288 | Pegasus ADR Service | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | The service is free of charge to consumers.
|
1289 | Pegasus ADR Service | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | Complaints can be submitted in English.
|
1290 | Pegasus ADR Service | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Adult Gaming Centre
* Non-remote Bingo
* Family Entertainment Centre
* Public Houses and Members Clubs.
|
1291 | Pegasus ADR Service | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | The procedure can be conducted as both a verbal or written procedure.
|
1292 | Pegasus ADR Service | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | The outcome is non-binding.
|
1293 | Pegasus ADR Service | Grounds for refusal | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/pegasus-adr-service | The ADR entity may refuse to deal with a dispute in the following circumstances:
* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has pr... |
1294 | Centre for Effective Dispute Resolution (CEDR) | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). It is an independent non-profit organisation and a registered charity.
| |
1295 | Centre for Effective Dispute Resolution (CEDR) | Contact CEDR | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | Visit [CEDR's website (opens in new tab)](https://www.cedr.com/) .
Contact by post:
Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Telephone: **020 7520 3817**
Find [call charges on GOV.UK (opens in new tab)](http... |
1296 | Centre for Effective Dispute Resolution (CEDR) | Fees charged by the ADR entity | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | Scheme funding is provided by subscribing companies. Fees are to be confirmed.
|
1297 | Centre for Effective Dispute Resolution (CEDR) | Languages | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | Complaints can be submitted in English and Welsh.
|
1298 | Centre for Effective Dispute Resolution (CEDR) | Sectors and categories | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:
* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors).
|
1299 | Centre for Effective Dispute Resolution (CEDR) | How the procedure can be carried out | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | The procedure can be conducted as both a verbal or written procedure.
|
1300 | Centre for Effective Dispute Resolution (CEDR) | Outcome of the ADR procedure | https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr | The outcome is non-binding.
|
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