In April 2022, the UK Gambling Commission (UKGC) introduced new requirements under its Social Responsibility Code to make sure online gambling operators provide stronger protection to customers at risk of gambling harm.
While most of the new rules came into effect on September 12, 2022 as planned, the UKGC decided to delay the implementation of a few other requirements, such as the need for online gambling businesses to provide a “hot” transfer into support services whenever they encounter customers showing signs of gambling harm.
GamCare Offering “Hot” Transfer Service to Remote Operators
Remote operators may now begin setting up that new resource by signing up for GamCare’s new Helpline Transfer Service. The independent charity is offering operators a package that will allow them to transfer customers found at risk of gambling harm directly to the GamCare-operated National Gambling Helpline through a dedicated line.
On top of that, the charity will also train customer service teams on how to conduct seamless call transfers to the helpline. The charity will also provide operators with regular updates on the outcome of call transfers. Online gambling companies will be charged an annual license fee to avail of the service.
Outstanding Requirements to be Implemented by Feb. 2023
GamCare said the service will make sure that customers receive the right amount of help and support at the right time. The UKGC is set to implement the remaining requirements of its updated Social Responsibility Code by February 2023.
