

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.
AGCO
AGCO calls on media platforms to step up the fight against unregulated online gambling sites

The Alcohol and Gaming Commission of Ontario (AGCO) has contacted more than a dozen traditional and digital media platforms, calling on them to stop promoting unregulated online gambling and sports betting sites like Bodog to Ontario residents.
Operated by Il Nido Inc., Bodog is an offshore operator actively targeting Ontarians by advertising on popular traditional and digital media platforms. Despite blocking players in Quebec and Nova Scotia from accessing their unregulated gambling and sports betting sites, Bodog continues to allow Ontarians to access these sites while advertising heavily on traditional and digital media platforms targeting Ontarians.
Under the Gaming Control Act, 1992, Bodog and other online gambling sites are required to register with the AGCO and sign an operating agreement with iGaming Ontario in order to operate in Ontario. Ontario’s regulated igaming framework requires operators to meet comprehensive requirements related to game integrity, player protection, anti-money laundering and information privacy. Bodog’s efforts to direct Ontarians to unregulated gambling undermine player protection and other safeguards which exist in the regulated market, as well as fair market principles.
By airing ads for Bodog and other unregulated operators, legitimate media platforms are providing a veneer of legitimacy to unregulated and high-risk sites and creating confusion for Ontarians. The AGCO is therefore calling on these platforms to take a stand against the promotion of unregulated online gambling sites and remove the ads. By doing so, broadcasters and digital media companies will help reduce the risks these sites pose to Ontarians and support the long-term sustainability of Ontario’s regulated igaming market – all key objectives of the AGCO.
The AGCO will continue to work with its partners – both in Ontario and internationally – to combat these unregulated sites and protect the public.
“The AGCO is committed to protecting Ontario players and ensuring they have the safest experience by playing on regulated igaming sites. By refusing to carry advertising from unregulated and high-risk operators like Bodog, media organizations can exemplify social responsibility and play an important role in protecting Ontarians and supporting Ontario’s regulated market.” – Dr. Karin Schnarr, Chief Executive Officer and Registrar, AGCO.
The post AGCO calls on media platforms to step up the fight against unregulated online gambling sites appeared first on Gaming and Gambling Industry in the Americas.
Compliance Updates
Spillemyndigheden: Streamer fined DKK 10,000 for illegally distributing games

A streamer has accepted a fine of DKK 10,000 for using Twitch to distribute games to game providers without a license to offer games in Denmark.
Twitch is a platform where users share live content, such as gaming, unboxing and gambling.
The streamer has in several cases advertised game providers without a Danish license through his Twitch channels.
The Danish Gambling Authority discovered the violation in 2023 and reported the streamer to the police.
The police have assessed that the streamer has violated the law, and the streamer has been fined DKK 10,000, which was the amount recommended by the Danish Gambling Authority.
This is the second time that the Danish Gambling Authority has reported a streamer for distributing illegal games and has been successful in the case.
Source: spillemyndigheden.dk
The post Spillemyndigheden: Streamer fined DKK 10,000 for illegally distributing games appeared first on European Gaming Industry News.
André Fufuca Brazil’s Minister of Sport
Brazilian Ministry of Sports and Sportradar Partner to Strengthen Integrity in Sports in Region

The Brazilian Ministry of Sports and Sportradar Group AG formalized a Technical Cooperation Agreement (ACT) focused on protecting the integrity of sports betting in the country. The partnership provides for the exchange of information related to the betting market and the implementation of joint initiatives to combat match-fixing.
Sportradar will provide specialized support to the Brazilian Ministry of Sports, including the reporting of potentially suspicious activity detected by its industry-leading Universal Fraud Detection System (UFDS). In addition, Sportradar will provide education and training for Ministry of Sports personnel and staff focused on best practices in monitoring, identifying and investigating suspicious activities. The first workshop will be held on May 15 and include the Brazilian Ministry of Finance, a recent partner with whom Sportradar also signed an ACT.
André Fufuca, Brazil’s Minister of Sport, said: “Today we signed a milestone agreement in the fight against match-fixing in Brazilian sports. Integrity must be a constant principle when it comes to transparency, ethics, and, above all, the fairness of sports results. With this agreement, we will have tools to curb this practice and ensure greater transparency in competitions. This way, athletes, clubs, organizations, fans, and the entire population will be able to trust the fairness of the outcomes and, in turn, have the confidence to unlock the full potential of Brazilian sports.”
Andreas Krannich, EVP, Integrity and Regulatory Services, Sportradar said: “Establishing this partnership with the Ministry of Sports is an important milestone in strengthening sports integrity in Brazil. As a global integrity leader, leveraging cutting-edge technology to prevent and combat match-fixing, we believe that protecting competitions requires coordinated action between the public and private sectors. Through this collaboration, Sportradar continues to reaffirm its commitment to a more transparent and safer sports environment for the athletes and all the stakeholders involved in Brazilian sport.
This ACT adds to Sportradar’s growing number of integrity services partnerships in Brazil that include recent agreements signed with the Goiás State Attorney’s Office, the Brazilian Volleyball Confederation (CBV) and the Brazilian Football Confederation (CBF), as well as existing relationships with soccer federations in 17 Brazilian states, creating a strong network focused on protecting the integrity of sport in the country.
The post Brazilian Ministry of Sports and Sportradar Partner to Strengthen Integrity in Sports in Region appeared first on Gaming and Gambling Industry in the Americas.
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