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Compliance Updates

UKGC Issues Guidance on Operator Complaint Handling

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The UK Gambling Commission (UKGC) has published advice on how licensees should handle complaints, as part of a review of complaints policies.

The guidance comes after the Commission reviewed 34 licensee complaints policies from a range of sectors, assessing their accessibility and ease of use.

Commission research revealed that 8% of gamblers had made a complaint in the past, with a further 4% reporting that they wished to make a complaint but didn’t. Research suggested reasons for not doing so included lengthy complaints processes and licensees being deliberately difficult to contact.

The Commission found that a majority of reviewed policies met the basic required standards, but highlighted a number of areas for improvement to make the process easier for customers.

Some of the tips issued to improve complaint handling included avoiding jargon, including clickable links, using short and clear processes and informing customers of the eight-week time limit for resolving complaints or issuing final responses.

“Good complaints handling is vital in the gambling industry. We want consumers to be able to easily find and understand policies and be able to raise their complaints without any barriers. We know gambling businesses receive around 200,000 complaints every year, and while the Government’s review of the Gambling Act will consider where these can be escalated to, the majority will still need to go through the licensee’s complaints process first. We want to help them handle these well, to improve outcomes for both them and consumers,” Ian Angus, Director of Policy at the Commission, said.

Asia

Openbox Gaming offers gateway to Asia

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Openbox Gaming offers gateway to Asia
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New provider will deliver fresh content opportunitues to both operators and suppliers

Openbox Gaming, a fast-growing distributor of iGaming content across Asia and other markets, has been issued an IOM OGRA Software Supplier licence by the Isle of Man Gambling Supervision Commission (GSC).

Having secured the Software Supplier licence, one of the industry’s newest iGaming distributors with a unique USP will be in a position to supply a portfolio of online casino games from a variety of internal and external suppliers, to licensed B2B gaming partners and B2C operators.

Richard Hogg, CEO of Openbox Gaming, commented: “We are excited to be able to continue in our mission to deliver gaming content to regulated jurisdictions worldwide and see this as a major step in achieving those objectives. We selected the Isle of Man Gambling Supervision Commission due to its established and proven reputation and its robust licensing process, which provides the ideal platform for our expansion into regulated markets.”

Tony Ure, Head of eGaming, Digital Isle of Man added: “It is a pleasure to welcome Openbox Gaming to the Island. Ensuring that the Island has a supportive ecosystem for gaming companies to operate their business, whilst maintaining our reputation as a highly regulated jurisdiction that prides itself on player protection is key to continuing the growth of this sector on the Isle of Man. I wish Openbox Gaming every success with their future ventures.”

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Compliance Updates

PopOK Gaming Has Received a Certificate for Georgia

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PopOK Gaming Has Received a Certificate for Georgia
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The innovative iGaming developer and service provider PopOK Gaming is now certified to offer its games in Georgia.

PopOK Gaming now extends its iGaming activities to Georgia as well. This way, local players will have access to our engaging games already loved by many. 18 games, such as Yummy, Lost Treasure, Diamond Flash, 20 Hot Bar, Sultan’s Tale, Los Apaches and others, will bring a breath of fresh air to all players and make their leisure more colourful, tasty and enjoyable.

PopOK Gaming’s local partners will surely get a lot of benefits from this, being able to deliver certified games to their customers. The gain is totally worth it, with the clear potential to drive high traffic to operators’ websites and greatly contribute to their business growth.

Regarding this certificate acquisition PopOK Gaming CEO, Karen Gulkanyan said, “Since iGaming is regulated strictly in Georgia, it’s a huge step forward to deliver our games to the Georgian audience. The path is not easy, yet we are full of hope that our lucrative solutions will immediately appeal to the regional players and increase business revenue for partners, laying the foundation for long-term cooperation”.

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Australia

ACMA Issues Formal Warning to Supplier Proxous

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ACMA Issues Formal Warning to Supplier Proxous
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Proxous Advanced Solutions Limited (Proxous) has been issued with a formal warning after the ACMA found it provided gaming software used by 13 online casinos illegally offering services to Australians.

An investigation found that by sub-licensing Realtime Gaming (RTG) branded software products used by these casinos, Proxous was knowingly involved in the provision of prohibited interactive gambling services to Australians in breach of the Interactive Gambling Act 2001.

The illegal services using Proxous licensed software are Fair Go Casino, Two Up Casino, Free Spin, BoVegas, Uptown Pokies, Uptown Aces, Red Dog Casino, Slots Empire, Cherry Gold Casino, Play Croco, Aussie Play, Ozwin Casino and Reels Of Joy.

Each of these services rely on RTG branded software products to deliver their online casino-style services, including to Australian-based customers, and all have been found by previous ACMA investigations to be illegal operations in Australia. The ACMA has taken action to block these services.

This is the first time the ACMA has taken action against a company for its involvement in an illegal gambling operation through supplying software. Since the ACMA started enforcing new illegal offshore gambling rules in 2017, more than 170 of these services have pulled out of the Australian market.

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