News from the UK Gambling Commission

The UK Gambling Commission has issued a series of informative notes covering issues of interest to players, affiliates and operators.

New online complaints support tool:

From 1 August, UK gambling consumers will be able to use Resolver, an online support tool, to make complaints related to gambling.

Resolver is a free, independent tool for consumers. It provides information about the issue the consumer wants to complain about, and support to help the consumer write emails and letters of complaint.

The Commission emphasises that Resolver is not an intermediary, and doesn’t act on the consumer’s behalf – but it does help the consumer to make a complaint in a structured way, and to make informed choices about what actions to take.

This can help businesses to deal with complaints more efficiently when they receive them, and manage customer expectations about their complaint issue.

Resolver also helps the consumer to store all the complaint information in one place, and acts as an email service. This means the consumer’s complaint will be sent from a Resolver email address, rather than the customer’s usual email address.

“We expect operators to accept complaints customers send via a Resolver email address just as they would from other email services.” the Commission note advises. “The Gambling Commission has worked with the team at Resolver to help develop the information that Resolver uses about gambling, though Resolver remains entirely independent of us.”

Gambling operators might find the Resolver frequently asked questions section particularly relevant: https://www.resolver.co.uk/

Free plays tax:

The UK government announced the intention to amend the tax treatment of Remote Gaming Duty ‘free plays’ in the 2016 Budget.

In a written ministerial statement on 13 July the Financial Secretary to the Treasury, Mel Stride confirmed this will be included in Finance Bill legislation to be published after the summer recess, with the change implemented as planned from 1 August 2017.

Updated guidance has been circulated in recent weeks but any remote gaming operators who require this can obtain it by emailing: gambling.taxes@hmrc.gsi.gov.uk

Affiliates and advertising:

When it comes to non-broadcast affiliate marketing for gambling products, the primary responsibility for observing the CAP Code remains with the gambling operator, the Commission reminds UK licensees.

Useful advice is available here: https://www.asa.org.uk/news/gambling-on-your-affiliates.html