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Online slot sites prepare for new Remote Customer Interaction rules
From September 12th, new customer interaction rules are coming into effect for UK slot sites and online operators. They follow a string of recent measures that have geared up player protections and come ahead of the Government’s Gambling Review. The new rules have been added to the operator Licensing Conditions and Codes of Practice and apply to all remote license holders, except lottery licenses. Let’s look at the new rules and what they mean for UK gambling brands.
What are the new rules?
The new rules, which can be located in the LCCP, section 3.4.3, are as follows:
1. Effective customer interaction systems and processes must be implemented to minimise the risk to players experiencing gambling harm. They must embody the fundamental principles of “identify, act and evaluate”.
2. Licensees must stay current and account for revised advice from the Commission on customer interaction.
3. Factors that increase vulnerability to gambling harms must be considered, and licensees must take timely action when indicators of harm are identified.
4. There must be effective systems to process and monitor customer activity to identify harms and potential harms from the point of account opening.
5. The range of indicators used to identify harms or potential harms must include:
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- customer spend
- patterns of spend
- time spent gambling
- gambling behaviour indicators
- customer-led contact
- use of gambling management tools
- account indicators.
6. The licensee is responsible for ensuring compliance, even if a third-party service is contracted.
7. Appropriate action must be taken promptly once harm has been identified.
8. The action must be tailored based on the identified number and level of harm indicators. This must include:
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- Tailored action at lower levels minimising future harm.
- Increasing action where earlier stages have not had the required impact.
- Strong action as the next step, rather than gradually increasing efforts.
- Reducing or preventing marketing or the take-up of new bonuses where appropriate.
- Ending the relationship where necessary.
9. Marketing and the uptake of bonuses must be prevented in the case of strong indicators of harm.
10. In the case of strong harm indicators, processes should be automated to ensure timely assistance to players. In these cases, the licensee must manually review each case and allow the customer a chance to contest the measures.
11. Licensees must have processes to understand the impact of individual interactions on customers’ behaviour to evaluate if further action is needed.
12. All “reasonable steps” must be taken to evaluate the effectiveness of the licensees’ approach. The outcomes of such evaluation must be demonstrated to the Commission upon request.
13. Lastly, problem gambling rates must be taken into account by licensees as a minimum benchmark to ensure the minimum level of customer interactions is within the same rate.
What problems do they solve?
During the consultation and call for evidence, The UKGC found that while operators could interact with players experiencing gambling harm, they didn’t always opt to or, in many cases, were too slow, leading to damage. There have been clear cases in the past where operators have allowed gambling harms to occur due to non-action, such as the VIP scheme fiasco that allowed players to spend irresponsibly without proper account checks in place.
The new social responsibility code provisions aim to protect all players better and, in the case of severe harm indicators, as the interaction processes will be automated, remove the ability of operators not to act. In particular, the new rules will prevent:
- unaffordable binge gambling
- significant unaffordable losses over time
- failure to identify consumers who are particularly financially vulnerable
It’s worth noting that the current rate of problem gambling in the UK is 0.2% (a drop from 0.4% in the preceding year), with moderate and low-risk rates also stable at 0.9% and 1.4%, respectively, according to the UKGC, 2022.
What effect are the new rules going to have?
The expectation is that the new rules will protect players from gambling harm, better identify problem gamblers and stop players who are showing indicators of damage from slipping through the net.
For UK slot sites, this means implementing new systems for identifying potential harms based on indicators, inputting automatic and manual processing, and continually evaluating said measures. In many cases, these changes will likely be implemented using algorithms, with a team in charge of the manual implementation of interactions, account limitations, and the evidencing of actions as prescribed in the rules. This will come at a cost for online operators, which may also be twinned by a drop in revenue (albeit an arguably necessary drop due to increased player protections across the board) and makes the UK market less attractive to gambling brands.
In the broader context, it comes as yet another increase in the regulatory UK gambling environment, which some industry stakeholders, namely the Betting and Gaming Council and PwC report, have argued will lead to higher rates of offshore gambling, putting more players at greater risk rather than protecting them (evidence shows the size of the UK black market has doubled in the last two years, corresponding with greater regulation). The growth of the black market in tandem with increasing regulation has been evidenced in other European countries, like France and Norway. It also comes at a time when players are voicing concern about greater regulation, with a recent YouGov Poll recording two-thirds of UK bettors saying they would opt for offshore sites should the UK implement mandatory player budgets.
However, as this guidance specifically uses problem gambling indicators and measures behaviours carefully, prescribing measures based on the number of indicators displayed by players, as well as allowing them the chance to contest the actions (point 10 in the rules above), they cannot be considered as blanket measures that affect all players as the suggested player budgets could.
Here are this weeks latest slots releases compiled by European Gaming
Tom Horn Gaming is thrilled to announce the launch of its latest Hold & Win slot game, Majestic Coins. This high-volatility 3×3 slot takes players on a winning quest, where shimmering coins, respins, and grand jackpots lead to massive wins. Set against a sleek black 3×3 reel grid with 5 win lines, Majestic Coins offers classic slot excitement with a modern twist.
Candy Links Bonanza 2 is the newest slot game from Stakelogic, inviting you to wander through magical realms filled with delightfully sweet treats. Amidst this charming backdrop, two 5×5 grids are placed side by side. The grid on the right is where all the gameplay unfolds, while the other grid collects coins. Forming lines of coins wins their values and activates the powerful Wheels of Fortune!
Step into a world where opulence meets nature in Zillion’s latest release, Royal Crown Fruits – a dazzling slot experience filled with vibrant fruit symbols, golden crowns, and thrilling rewards. With 20 winning lines, the game blends classic charm with modern excitement, offering players a chance to strike royal-sized wins.
Big Time Gaming is back with its most exhilarating instalment yet. Max Megaways III invites players to gear up and embark on a high-stakes Arctic mission that’s shaken, stirred, and loaded with epic rewards. In this 6-reel Megaways™ slot, players get up to 117,649 ways to win, and that’s just the start of the action. Armed with MegaDozer™ mechanics, Free Spins, and a treasure trove of bonuses, Max Megaways III is set to deliver edge-of-your-seat excitement like never before.
Play’n GO delves into the mysteries of ancient Egypt with the release of Myth of Dead, a visually stunning slot that combines engaging gameplay with the allure of legendary treasures. This 5-reel, 3-row game with 10 paylines offers a captivating journey into a world ruled by powerful deities and golden riches.
Belatra Games, the specialist online slots developer, has released Blast the Bass, a brand new title that immerses players into an adventure on the open seas. Set out in the deep ocean, Blast the Bass brings together engaging mechanics, big bonus features and fun graphics that entertain players on every spin. A salty old skipper acts as the Wild symbol and will substitute for all regular symbols to combine for winning lines.
Push Gaming has launched Mad Blast, a volatile, multiplier-focused, pay-anywhere game that builds crazy robots along with wild winnings. Set in the workshop of the Mad Tinkerer, quirky, colourful bomb symbols populate the reels, with eight or more required to award a win. Winning symbols are removed from play, and the cascade of replacement icons allows subsequent wins to be formed.
Relax Gaming has revealed Glyph of Gods, an Egyptian-themed slot where hieroglyphs hold the key to wins. Bringing a fresh take on the much-loved Egyptian theme, this game features Glyph Positions which allow for Wild, Bonus, and Glyph symbols to land in dedicated spots, opening up multiple opportunities for big winning moments.
Blueprint Gaming returns in style with Big Catch Even Bigger Bass, offering a plethora of modifiers to maximise players’ winning potential. After years of success with its iconic Fishin’ Frenzy™ series, Blueprint has moved from the ocean to a picturesque lake where a bait box of aquatic symbols take their place on the 6×4, 4,096 win matrix, nestled in a mountainous landscape.
Amusnet announces the exclusive launch of 20 Wild Goals at Betano in Romania from February 20th to March 24th, 2025. 20 Wild Goals is a 5-reel video slot set in a stadium environment, offering 20 paylines. The Wild symbol, represented by a ball, expands to cover the entire reel, boosting the potential for higher wins. The tumbling reel feature adds a layer of excitement by removing winning combinations and increasing multipliers with each subsequent spin.
The post Week 8/2025 slot games releases appeared first on European Gaming Industry News.
International Game Technology PLC announced that it has achieved an environmental, social and governance (ESG) Score of 4.3 out of 5.0 from FTSE Russell, positioning IGT in the 97th percentile within the Travel and Leisure sector of FTSE Russell’s ESG Scores. This was an improvement from IGT’s previous ESG Score of 4.2 out of 5.0 in 2023, demonstrating its ongoing commitment to enhancing ESG performance.
“As a company committed to continually elevating our sustainability practices and leadership, IGT is proud to once again achieve an improved ESG score from FTSE Russell. Through our global Sustainable Play program, we execute sustainable practices and policies throughout our company and this improved score validates our ongoing efforts,” Wendy Montgomery, SVP of Marketing, Communications and Sustainability at IGT, said.
FTSE Russell’s ESG Scores and data model allows investors to understand a company’s exposure to, and management of, ESG issues in multiple dimensions. The ESG Scores are comprises an overall rating that breaks down into underlying pillar and theme exposures. Scores built on over 300 individual indicator assessments are applied to each company’s unique circumstances. The ESG Scores align with the UN Sustainable Development Goals (SDGs), all of which are reflected in FTSE Russell’s ESG framework.
The post IGT Achieves Improved ESG Score from FTSE Russell appeared first on European Gaming Industry News.
Latest News
Playtech’s Bingo Technology Powers Buzz Bingo’s Launch of Innovative Omni-channel Experience
Playtech announced the launch of Buzz Bingo’s groundbreaking omni-channel bingo game, Big Money Live.
Big Money Live sets a new standard in the bingo proposition by seamlessly combining online and land-based players across all Buzz Bingo clubs into a shared and exciting experience, powered by a low latency video stream with an engaging live presenter.
Officially launched at the end of 2024, Big Money Live debuted with a record-breaking £100,000 prize pool, the largest omni-channel bingo prize in the UK. Players nationwide participated in the exciting new chapter of bingo history, enjoying the game from both the vibrant atmosphere of bingo halls and the comfort of their own homes, showcasing the flexibility of this bingo offering.
Big Money Live is broadcasted from Buzz Bingo’s state-of-the-art studio in Derby and streamed live twice daily, seven days a week. Playtech, in collaboration with its ECM Systems platform, has worked closely with Buzz Bingo to develop a cutting-edge offering that caters to both digital and retail bingo enthusiasts. The seamless delivery of bingo games alongside live video enables entertaining and engaging features to be created around the core games, creating opportunities to attract new and younger audiences to play bingo together online and in-venue.
Marat Koss, VP of Interactive Gaming at Playtech, said: “We are incredibly proud to partner with Buzz Bingo on this project. Big Money Live represents a significant milestone in our ongoing commitment to innovation and excellence in the gaming industry. This collaboration showcases our ability to deliver top-tier technology solutions, such as the ECM handheld machines, that enhance player experiences across multiple channels, including online and retail. We’ve already received great feedback from the industry over this offering and functionality.”
Dave Evans, Chief Product Officer at Buzz Bingo, said: “The launch of Big Money Live marks an exciting new phase for bingo in the UK. Our partnership with Playtech has been instrumental in bringing this vision to life, and we are confident that this game will attract more players and offer bigger prizes than ever before.”
Richard Kearns, Head of Bingo at Buzz Bingo, said: “This new concept is a testament to the hard work and collaboration between our teams and Playtech. We are dedicated to providing innovative and engaging bingo experiences, and Big Money Live is a perfect example of this commitment.”
The post Playtech’s Bingo Technology Powers Buzz Bingo’s Launch of Innovative Omni-channel Experience appeared first on European Gaming Industry News.
Week 8/2025 slot games releases
IGT Achieves Improved ESG Score from FTSE Russell
Playtech’s Bingo Technology Powers Buzz Bingo’s Launch of Innovative Omni-channel Experience
Amusnet Deepens Collaboration with Betano for Exclusive Launch of 20 Wild Goals
BETER names Juliana Querino as LatAm Business Development Manager
Portside Game Assembly: Studios behind Dead Cells, Dungeon Clawler, Dorfromantik, Blasphemous on board and ticket sales for brunch and party launched
Aristocrat Gaming Begins Expanded Launch of NFL-Themed Slot Machine Franchise with 13-Casino Event in Puerto Rico
Bragg Gaming Announces Preliminary Unaudited Results for the Year Ended December 31, 2024 and 2025 Strategic Initiatives and Guidance
Golden Nugget Atlantic City Announces Re-opening of Sportsbook with New, Innovative Technology and Expanded Betting Markets
DNSFilter Data Reveals Dangers to Fake Gambling Sites and Illegal Streaming in Lead Up to Super Bowl LIX
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