By Gavin Mackintosh-
The UK Gambling Commission has called for views on reducing gambling harms, in an emergency bid to curb the serious effects of gambling addiction.
The regulator seeks to appeal to the general public on their views on plans to accelerate progress in its drive to ‘make Britain’s gambling industry the fairest and safest in the world.’ Gambling blocking software allows consumers to block access to gambling products on their phone, tablet or computer. It can be a helpful tool to add friction between a compulsion to gamble and the ability to be able to do so.
UK’s gambling regulator has called for views from all stakeholders, including consumers, gambling businesses and other interested groups – on three proposed measures to reduce gambling harms and help consumers in dispute with operators.It follows several negative publicity stories about gambling addicts who have been exploited by online casinos.
Last week gambling regulators sought assurances from Ladbrokes about its commitment to stopping problem gambling, after revelation from the Guardian disclosed information that staff are being given incentives to encourage customers to play slot machines. Three staff members at Ladbrokes had independently revealed that the company had introduced an incentive scheme last year, as it became clear that the government was likely to reduce the maximum stake on lucrative fixed-odds betting terminals (FOBTs).
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The performance targets are linked to maximising revenue from slot machine games, self-service betting terminals and online account sign-ups instead. Campaigners and MPs said this created a conflict of interest for staff, who were meant to intervene when customers showed signs of addiction. On Thursday, the UK Gambling Commission released a statement saying:
“Have your say on plans to make gambling fairer and safer in Britain,” by which the regulator seeks to appeal to the general public on their views on plans to accelerate progress in its drive to ‘make Britain’s gambling industry the fairest and safest in the world.” They released three proposed measures to reduce gambling harms and help consumers in dispute with operators put forward for consultation are the following:
CUSTOMER INTERACTION
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Customer interaction describes how gambling businesses identify and interact to help customers who may be at risk of or experiencing harms associated with gambling.
As part of this consultation, the Commission is requesting views on strengthening our expectations on identifying and interacting with customers, evaluating what works, and taking into account the regulator’s guidance on customer interaction.
Despite the obligation on licensed gambling operators to meet certain standards when handling complaints and offer dispute resolution by an ADR provider, many have flouted the rules and taken advantage of gambling addicts. In 2018, The Gambling Commission fined The Rank Group £500k after a manager broke protocol that required them safeguard the interests of gambling addicts who lost £1m in a single 24-hour period.
The customer in question gambled “substantial amounts” at Rank’s land-based Grosvenor Casino and online via Grosvenorcasinos.com after £1m was credited to his account. The Gambling Commission’s investigation found that The Rank Group failed to interact with the customer who was displaying problematic behaviour. The company was also found to have contacted the customer during a period of self-exclusion and failed to adhere to Commission rules regarding the provision of credit.
Following a review of the sector, the Commission has decided to consult on potential plans that require operators to only use ADR providers who have met additional standards it has set. The commission is also seeking views through a call for evidence on whether operators should have to provide access to blocking software free of charge to customers, and how this should be best delivered.
Paul Hope, Gambling Commission Executive Director, said: “We would like as many people as possible to have their say on these two consultations and the call for evidence. The proposed changes are intended to accelerate progress in protecting consumers and preventing them from experiencing gambling related harm.
“Making gambling fairer and safer is at the heart of how we regulate and better customer interaction, higher ADR standards and facilitating readily available blocking software are all part of this.”
View consultation on proposed amendments to LCCP requirements for customer interaction and alternative dispute resolution, and call for evidence on gambling site blocking software.
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