HomeInsightsGambling Commission publishes new guidance ahead of rule changes to protect consumers


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In April 2022, the Commission announced new rules to ensure online gambling businesses do more to identify and take action to protect customers at risk of harm. The Commission has now published updated consumer protection guidance to help gambling businesses understand and comply with the new rules, which come into effect on 12 September 2022.

The existing guidance and additional guidance issued during the COVID-19 pandemic will still apply and be available for operators to refer to until 12 September 2022.

The new guidance provides further information for remote gambling businesses on:

  • identifying vulnerable customers;
  • indicators of harm they must monitor for, including what is considered a “strong” indicator of harm;
  • when to use automated systems and processes; and
  • how to evaluate the impact of customer interactions.

The Commission says that the new guidance forms part of its ongoing drive to make gambling in Britain safer. The Commission will shortly be launching a further consultation on the ways to tackle three key financial risks for consumers: (i) binge gambling; (ii) significant unaffordable losses over time; and (iii) risks for those who are financially vulnerable. This forms part of a wider programme of work to drive and support industry best practice in identifying customers at risk of harm and acting, including:

  • supporting the development of an industry led solution to the Single Customer View challenge through the Information Commissioner’s Office sandbox process and working with the gambling industry to evaluate the approach they develop; and
  • working with the industry on best practice algorithms for using algorithms to identify harm and ensure compliance with the requirements.

To read the Commission’s announcement in full and for links to the new rules and to the updated guidance, click here.