Compliance Updates
UKGC Issues Guidance on Operator Complaint Handling
The UK Gambling Commission (UKGC) has published advice on how licensees should handle complaints, as part of a review of complaints policies.
The guidance comes after the Commission reviewed 34 licensee complaints policies from a range of sectors, assessing their accessibility and ease of use.
Commission research revealed that 8% of gamblers had made a complaint in the past, with a further 4% reporting that they wished to make a complaint but didn’t. Research suggested reasons for not doing so included lengthy complaints processes and licensees being deliberately difficult to contact.
The Commission found that a majority of reviewed policies met the basic required standards, but highlighted a number of areas for improvement to make the process easier for customers.
Some of the tips issued to improve complaint handling included avoiding jargon, including clickable links, using short and clear processes and informing customers of the eight-week time limit for resolving complaints or issuing final responses.
“Good complaints handling is vital in the gambling industry. We want consumers to be able to easily find and understand policies and be able to raise their complaints without any barriers. We know gambling businesses receive around 200,000 complaints every year, and while the Government’s review of the Gambling Act will consider where these can be escalated to, the majority will still need to go through the licensee’s complaints process first. We want to help them handle these well, to improve outcomes for both them and consumers,” Ian Angus, Director of Policy at the Commission, said.
The Netherlands Gambling Authority (KSA) has imposed a first penalty payment order on YouTube influencer LeftlanePapi for promoting illegal gambling.
The YouTube channel LeftlanePapi showed videos with live streams of online gambling from illegal providers. The illegal providers were also actively advertised, by encouraging viewers to also play there. The KSA issued a warning to the influencer. Because the content in question was not removed after the warning and new streams were made, the KSA imposed a penalty. Existing content must be removed and no new advertising may be made. If this does happen, the influencer will receive a penalty of €25,000 per violation, with a maximum of €75,000.
With its new approach, the KSA opts for a two-track policy. After establishing a violation, influencers receive a message that they must stop their activities within 48 hours and that illegal content must be removed. If the influencer does not do so, the KSA approaches the social media platform so that the harmful content is removed in any case. The influencer is given a penalty under penalty of a fine, as was also the case with Leftlanepapi. The KSA has now warned several influencers.
The post KSA Imposes Penalty Payment Order on Influencer Leftlanepapi appeared first on European Gaming Industry News.
French gambling regulator ANJ has appointed Pauline Hot as its new Director General.
A former student of the École normale supérieure and the École nationale d’administration (Hannah Arendt class), Pauline Hot has been an auditor and then a master of requests at the Council of State since 2020. There, she served as rapporteur to the 6th chamber of the litigation section and to the administration section. She has held the position of Deputy Director General of the ANJ since January 2025.
The post ANJ Appoints Pauline Hot as its Director General appeared first on European Gaming Industry News.
Ahmed Baker Chief Commercial Officer at Incentive Games
INCENTIVE GAMES SECURES MICHIGAN GAMING LICENSE
Incentive Games, a leading B2B games provider, is proud to announce that it has been awarded a Provisional Michigan gaming licence by the Michigan Gaming Control Board (MGCB), effective today. This achievement allows the company to bring its innovative suite of Real-Money Games to operators and players across the state.
The Michigan licence represents Incentive Games’ first foray into the North American regulated market. This comes shortly after the launch of Incentive Studios, the company’s dedicated Real-Money Gaming division, which is set to drive its ambitious growth in this sector. The licence underscores the company’s unwavering commitment to maintaining the highest standards of compliance, security, and operational integrity. Obtaining this licence, which requires excellence in areas such as robust security protocols and comprehensive responsible gaming measures, provides access to one of the most dynamic iGaming markets in the United States.
Ahmed Baker, Chief Commercial Officer at Incentive Games, said, “Securing our Michigan licence marks an exciting new chapter for Incentive Games. It’s a testament to our unwavering commitment to meeting the highest regulatory standards and unlocks a significant opportunity for us in a critical North American growth market. This will allow Incentive Games to forge new partnerships and bring our highly engaging Real-Money Games directly to players in Michigan. We’re very grateful to the MGCB for this achievement, which is a pivotal step in our global expansion strategy as we continue to deliver world-class products and build strong partnerships in the region.”
The post INCENTIVE GAMES SECURES MICHIGAN GAMING LICENSE appeared first on Gaming and Gambling Industry in the Americas.
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