Neil McArthur: “Extra operator vigilance” required during new Covid-19 lockdown
Gambling Commission CEO issues fresh warning over pandemic-based marketing and cross-sell techniques
UK-licensed operators have been warned by Gambling Commission (UKGC) CEO Neil McArthur to increase scrutiny of player activity during the new UK-wide national lockdown.
Affirming his belief that the lockdowns could change customer behaviour, McArthur cited increased gambling among players affected by the stay-at-home restrictions, including some players gambling for the first time.
The UKGC chief called on operators to be extra vigilant throughout the period, by taking an interest in customer spending and behaviour and interacting where necessary to prevent at-risk gambling.
McArthur also warned licensed firms to avoid “any temptation to exploit the current situation for marketing purposes” and that operators should be very cautious when cross-selling consumers between verticals.
Travel firms including budget airline Ryanair have come in for criticism for “exploiting” the lockdown following a controversial “Jab and Go” advertising campaign which encouraged travellers to vaccinate and then travel abroad.
In addition, McArthur suggested operators should take particular care when on-boarding new customers and making decisions over affordability.
“No one should be in any doubt about how closely we are monitoring issues or our willingness to take further action if we deem that necessary,” McArthur said.
The UKGC has said it would take steps to permanently strengthen regulatory demands on operators, including potential changes to the RTS and licensing codes of practice (LCCP).
The regulator also called on operators to share their own analysis of player behaviour during the pandemic period, with UKGC resources currently collating Covid-19 impact data.
“The gambling industry and daily life as a whole continues to be impacted by the pandemic and while there is some light and hope ahead with the vaccine, I want to ensure operators are clear of our expectations,” McArthur said.
“Since March, we have all adapted to new ways of working and this new phase will be a challenge for us all. However, operators must now more than ever, continue to be vigilant to protect their customers,” he concluded.
The UKGC reported a 29% month-on-month jump in gross gambling yield during October, buoyed by a 7% increase in active accounts during the month. Real-event betting GGY rose by 53% when compared to September’s figures, where there was a 12% increase in slot sessions lasting more than an hour.