SAFER GAMBLING STANDARDS FOR BGC MEMBERS

Our Codes of Conduct set the minimum standards expected of our member casinos, online gaming businesses, bingo operators and betting shops. They reflect, and expand on, the work done by our members to drive change and raise standards.

Critically, the standards in our Code of Conduct go above and beyond current regulatory requirements.

They cover overarching safer gambling policy and practice, game design, VIP rewards programmes and socially responsible advertising. Ultimately, they contribute towards a culture of safer betting and gaming.

As we continue to innovate with new advancements in safer gambling, existing Codes will be updated, and new Codes will be introduced. Current projects include bank blocking software, increased online and retail customer interaction, improved self-exclusion schemes and account controls of 18–24-year-olds.

As the industry standards body, we represent approximately 90% of UK licenced betting and gaming businesses – all of which have voluntarily agreed to adopt the Codes of Conduct as a condition of membership.

Anyone found in breach of the Codes shall have their Betting and Gaming Council membership suspended or withdrawn.

For the avoidance of doubt, this is the sole complaints process for breaches to any BGC code of conduct, and replaces any and all previous complaints processes; whether in BGC codes currently or historical, i.e., the BGC code.

This process does not apply to the BGC Code of Conduct which is a membership standard.

All BGC members are empowered to highlight a possible breach of any BGC code of conduct. To submit a complaint, the complainant should submit in writing to complaints@bettingandgamingcouncil.com.

The complainant should submit as much detail as possible, as to where, when and why a breach (or breaches) has occurred. As a minimum, the following information should be provided:

• Complainant name and contact details (the BGC will be unable to action anonymous complaints).
• Details of which code has been breached and the specific provision within that code.
• The operator which has committed the breach, including location the breach has occurred – whether land-based or online.
• Evidence of the code breach, where applicable.

The BGC will provide a response to the complainant within 14 working days, acknowledging that the complaint has been received and explaining the next steps in the process.