No more dedicated account managers

UKGC to introduce new sub-groups licensing process to keep up with increasing demand

Reading time 1:56 min

The UK Gambling Commission announced Monday changes to the way licensing works, moving away from the current model where each operator has a dedicated account manager. The changes are being introduced “to keep up with increasing demand and to make best use of resources,” according to an official statement.

Following the changes, operators will no longer have an individual point of contact, the UKGC explained. Licensing will now comprise four sub-groups, each of which will be responsible “for different areas of work.”

The “Operating License New Group” will be responsible for processing applications for new operator licenses, while the “Change of Corporate Control Group” will be tasked with processing applications relating to changes of ownership and control for existing operators.

A third group, the “Operating License Vary Group” will be responsible for processing applications relating to changes to existing operator licenses; while the last group, the “Personal License Group,” will be in charge of processing all applications relating to personal licenses.

“We are changing our working practices to make the best use of our resources. By working in this way, we hope to be able to process applications more quickly,” the UK Gambling Commission said. “We also hope to be able to resolve queries more efficiently and effectively.”

Despite these new modifications, the way in which applications should be submitted has not changed. Where an online service exists, applications must be made online, and information on the different online services is available in the Digital Services section of the regulator’s website. In the case of applications where an online service does not exist, the UKGC will be receiving them by email - the body is no longer able to accept applications by post. 

The licensing process changes come as the UKGC awaits the publication of the much-discussed Gambling Act white paper, which reviews the 2005 Gambling Act. According to local media reports and recent comments from industry stakeholders, the publication of the paper appears to be imminent, although it still lacks a date.

The document is expected to address a vast array of topics concerning the UK gambling sector, including stake limits, affordability checks, universal deposit limits, restrictions on advertising, and bonuses. The new rules are set to be suitable for the digital age and the future of gambling.

In the meantime, the UKGC also introduced a new consumer protection guidance for iGaming businesses earlier this month. The guidance comes ahead of a set of new rules, first announced in April, that seek to ensure online gambling businesses do more to identify and take action to protect consumers at risk of harm.

The new consumer protection guidance was published to help operators comply with the changes coming into effect in September. It provides further information on issues such as identifying vulnerable customers, indicators of harm and their importance, when to use automated systems and processes, and how to evaluate the impact of customer interactions.

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