UKGC Says Complaints Against Operators Abnormally High

Staff Writer Industry News 2,781

The UK Gambling Commission, as the most prominent regulatory authority in the UK, published a report which suggests complaints against gambling operators in Britain has increased by almost 5000% in the last five years.

Exponential Growth

The number of registered complaints in 2018 was 8266, while only five years before that number had been registered as 169.Most complaints were about irresponsible operators that do not pay out the winning bet or not act accordingly to a socially acceptable manner.

However, the report also states that the rise in the number of complaints is directly tied to the increase in gambling activities in the last five years, with players spending  €15.7bn on gambling in one single year.

The Commission announced that it has no plans to introduce a maximum stake for virtual gambling, despite having successfully lobbied the UK government to take such action on fixed-odds betting terminals. Their proposition already saw the light last year, but the deal with the Treasury was somewhat trickier to reach as the proposed amount was a hard pill to swallow for many parties involved in the industry.

What This Means for the Future

The findings that UKGC published concerning complaints might at first seem as bad news, but in fact, it is good because players are learning to express their dissatisfaction, while UKGC can get a clearer picture of the UK network of online operators. These complaints provide insight into the industry UKGC is trying to regulate. With more precise information, the Commission’s strategies for improvement of the industry can be applied in a more efficient and reliable way. As Neil McArthur, executive director of the UK Gambling Commission explained,

“We are pushing the industry to know its customers, and part of this is actually, possibly, a good sign because it’s suggesting that consumers are demanding more of the gambling operators, and I would encourage them to continue to do that.”


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