UKGC reveals customer service queries received during Covid-19
Regulator lists affordability, advertising and lost funds as chief helpline queries during pandemic
Customer affordability, operator advertising and complaints about lost deposits topped the list of queries received by the Gambling Commission (UKGC) during the Covid-19 lockdown, according to recent information released by the regulator.
In a frequently asked questions document published on the UKGC website, the regulator cited several queries such as operators not completing affordability checks on players gambling during the lockdown.
https://twitter.com/GamRegGB/status/1261287707382288385
Queries regarding credit card usage, as well as gambling advertising during the pandemic, also featured among those highlighted by the UKGC’s contact centre team.
The consumer guidance also includes queries on reverse withdrawals, which were effectively outlawed by the UKGC earlier this week in its new Covid-19 note to operators.
Other measures introduced earlier this week include a ban on operator bonuses to at-risk players, as well as the requirement to conduct interventions where customer play exceeds one hour in a single session.
In addition, the regulator revealed consumer queries concerning purchasing lottery tickets during lockdown, self-exclusion and signposting to safer gambling resources for those dealing with a family member experiencing gambling-related harm.