For information, the Gambling Commission want to share an issue recently raised with the Commission by a solicitor on behalf of one of their clients. Our response may be of interest to HLA members.

It concerns social responsibility code provision 3.5.3(8):

“Customers must be given the opportunity to self-exclude by contacting customer services and in addition by entering an automated process using remote communication. In order to avoid inadvertent self-exclusion it is acceptable for an automated process to include an additional step that requires the customer to confirm that they wish to self-exclude. The licensee must ensure that all staff who are involved in direct customer service are aware of the self-exclusion system in place, and are able to direct that individual to an immediate point of contact with whom/which to complete that process.”

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