In advance of moderation at 3pm 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).
As mentioned in a previous Clifton Davies website posting, the forthcoming free WrB webinar (for which you can register here) is entitled “Categorising different kinds of interaction and what they should look like”. David will be joined by the following speakers:
- Ian Semel, CEO, Break Even
- Rob Mabbett, Therapy Manager, Gordon Moody Association
- Tanja Sveen, Responsible Gambling Advisor, Norsk Tipping AS and
- Daniel Reilly, Responsible Gambling Manager, The Rank Group PLC
Together they will address such topics as:
- Interaction vs. intervention: When to act and on what data indicators of harmful game behaviour
- Where to start: approaching a problem punter in land-based vs. online situations – a guideline for success
- Matching soft and hard interaction approaches to different levels of harm escalation without turning the wrong customers away
- Qualitative data: looking at the results of different kinds of intervention and identifying which works best for whom and at what point
- Towards collaboration: What can be learned from RG tools and their experience in dealing with players face-to-face? How can these experiences be shared to facilitate a better system to communicate with players?
David’s “Customer Interaction Alert” article 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:
- 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
- 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:
- for SBC News entitled “Spotlight on upcoming customer interaction changes”,
- for Casino Life entitled “Major customer interaction changes afoot” (which is directed at UK land-based casino operators) with a focus on the Gambling Commission’s guidance for non-remote gambling operators and
- as mentioned above, for iGaming Business entitled “Customer Interaction Alert”, that focuses on the Commission’s guidance for remote gambling operators.