Although money is a huge stimulus to the majority of companies from the gambling industry, they must never forget the ones that are precisely the source of their income – its consumers. That’s why two leading institutions – the Gambling Commission for England, Scotland and Wales and UK Competition and Markets Authority joined forces to ensure that users are treated right.
What Did They Do?
Namely, they firstly contacted various operators and pointed out that they should pay attention to players and make sure that they are protected. Furthermore, they have written a letter and sent it to licensees all over the United Kingdom.
This is not the first time the UKGC has tried to take significant steps to ensure that gamblers are secured. Just recently, this regulatory body created a plan with an aim to make this form of entertainment safe for every single participant.
In the meantime, these two establishments have come to the realization that there are “significant shortcomings within the sector that hand undermined consumer trust and confidence” concerning fair dealing and transparency and potential for people to be misled by different terms for online bonuses and the withdrawal of their money.
Abolishing Certain Practices:
Ladbrokes, William Hill, PT Entertainment, BGO, Jumpman Gaming and Progress Play all were included in this study and they decided to discontinue several practices that the CMA believes were inappropriate.
Furthermore, both CMA and the Commission have stated that operators “must go further than simply complying with the published undertakings.” Namely, they advised licensees to review their terms and conditions, analyze existing business systems and practices and to constantly assess these to make sure that users are continuously safe and protected.
What Did The Letter Say?
Moreover, operators must ensure that all third-party providers, along with affiliates they are cooperating with are working in line with the Commission’s license conditions and codes of practice which were modified last year in October.
The letter stated:
“Making changes to promotions and withdrawal practices is an important start, but it is only one aspect of achieving compliance. More needs to be done by the sector to win back consumer trust.
The best operators going forward will be those who lead by example, build on the work undertaken by the CMA and treat customers fairly and responsibly.
The Commission will continue to look at how firms treat consumers and the terms and practices that they employ when assessing suitability to hold a gambling licence.”
Even though the CMA said that they are not going to take any further steps concerning the joint Commission investigation, the two regulatory bodies will keep collaborating together on other crucial matters and initiatives.
The letter continued:
“It is important that you learn from the work that we have undertaken and ensure that compliance with consumer law is at the heart of your business model; this is essential for the sector to rebuild and maintain consumer trust.”
Source: “UK Licensees Urged To Ramp Up Consumer Protection Focus” https://www.igamingbusiness.com/news/uk-licensees-urged-ramp-consumer-protection-focus. iGaming Business. April 30, 2019.
