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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.

Compliance Updates

Gaming Corps Announces Approval for Netherlands Launch

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Gaming Corps Announces Approval for Netherlands Launch
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Up-and-coming Swedish developer, Gaming Corps, has expanded its reach within regulated markets by meeting approval requirements to launch its diverse portfolio of Plinko, Mine, Crash, Table and Slot content within the Dutch market. Gaming Corps has already announced that its growth strategy will include a number of new markets over the next year and is thrilled to begin with certification for its proprietary content to Dutch players.

With a commitment to integrity and player protection, Gaming Corps’ will soon be live with several operators in this new market with titles that include: Penalty Champion, Tikiz N Juice, Stormy Witch, Coin Miner, Jet Lucky 2, Skyliner and Cat Ching.

Juha Kauppinen, CEO at Gaming Corps, said “New markets expand the reach of our popular titles and add a new audiences. We see these strategic entries as important to the future of the company while we strive to make the most of our existing titles and those in development. We’re pleased that our content has already received a warm reception amongst the new set of operators we’re now able to open communications with and look forward to announcing those deals soon.”

Gaming Corps is an established gaming company with a background in video games that is now experiencing growth in the iGaming sector. Having recently attracted some of the industry’s leading talent, its strategy is to grow within regulated markets.

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Compliance Updates

Alderney’s Gambling Control Commission Appoints Industry Veteran Andrew Gellatly to Executive Director Role

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Alderney's Gambling Control Commission Appoints Industry Veteran Andrew Gellatly to Executive Director Role
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Following a thorough executive search process, the Commissioners of the Alderney Gambling Control Commission (AGCC) have appointed Andrew  Gellatly to the position of executive director of the regulator.

Andrew brings to Alderney his expansive global network and more than 25 years of experience in the online gambling industry. He has an extensive professional background in journalism, consulting and research.

Lord Faulkner of Worcester, chair of the AGCC, said: “Andrew has established himself as a trusted voice in the global gambling industry. His career has been built on independence,

impartiality, and a deep knowledge of the sector.

“We look forward to Andrew representing the AGCC on the global stage, developing our strategy and ensuring our regulatory approach continues to meet the needs of licensees and operators.”

Andrew founded both iGaming Business and VIXIO GamblingCompliance, the leading knowledge portals in the industry, and is a former Financial Times reporter on sport and gambling. He has led research on regulatory policy for governments, regulators, advisors and operators worldwide.

Andrew Gellatly said: “As the global online gambling market becomes more diversified and complex, there could be no better time for me to join the Alderney Gambling Control

Commission.

“Newly opening markets from Canada to Latin America are creating unprecedented opportunities for global facing businesses, with new products and new delivery channels. I will be extending Alderney’s already established international profile as a collaborative, trusted and supportive regulator working with the highest quality brands and companies.”

Andrew will be only the third executive director in the history of the Commission and will replace outgoing executive director Jorn Starck, who first joined the AGCC in 2007, and has

led the regulator since 2015.

 

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Affiliate Industry

Better Collective wins compliance award for the fourth consecutive year

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Better Collective wins compliance award for the fourth consecutive year
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At the 2022 Vixio Global Regulatory Awards, Better Collective was awarded for its efforts within compliance.

The fifth Vixio Global Regulatory Awards took place last night in London. For the fourth consecutive year Better Collective won the award ‘Commitment to Compliance by an Affiliate Company’. This recognition was awarded to Better Collective for its industry-leading compliance initiatives and for its compliance best practice.

This award is a indeed a testament to Better Collective’s dedicated work in paving the way for a transparent and trustworthy industry.

Jesper Søgaard, CEO and Co-Founder of Better Collective:
Integrity is a core focus here at Better Collective. We have built our business on the principles of adhering to high compliance standards while continuously enhancing the experience for sports fans by educating them on safer gambling. Therefore, we are very proud that our persistent efforts to operate in accordance with the applicable regulation in each and every aspect of our business once again are honored.

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