Customer Interaction Alert

In advance of moderation on 25 September 2019 by David Clifton of the third in a “Responsible Player Journey” series of WrB Responsible Gambling Webinars, entitled “Categorising different kinds of interaction and what they should look like”, WrB has published online a copy of David’s recent article for iGaming Business entitled “Customer Interaction Alert” (that you can download below).

It focuses on the Gambling Commission’s guidance for remote gambling operators that its licence-holders (with the exception of holders of non-remote lottery, gaming machine technical, gambling software and host licences) will be obliged to take into account when the replacement LCCP Social Responsibility Code provision 3.4.1 comes into force on 31 October 2019, providing as follows:

  1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
    • identifying customers who may be at risk of or experiencing harms associated with gambling
    • interacting with customers who may be at risk of or experiencing harms associated with gambling
    • understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and
  2. Licensees must take into account the Commission’s guidance on customer interaction.

At the same time, the existing LCCP ordinary code provision 3.4.2 will disappear, on the basis that its existing provisions will be covered by matters contained within the Commission’s guidance.

You can read our website posting on the new customer interaction requirements here. David has also written articles on the same subject:

Download article PDF: WrB - Customer Interaction Alert