Compliance Updates
UKGC Launches New Consumer Voice Framework
The UK Gambling Commission (UKGC) has unveiled a new and improved Consumer Voice framework, marking a major step forward in how the regulator listens to and understands the experiences of people who gamble in Great Britain.
The new framework expands the Commission’s research capabilities by introducing four specialist research suppliers, each bringing unique expertise to the table. This shift allows the Commission to delve deeper into the views, motivations, and behaviours of gambling consumers – including those from underrepresented or harder-to-reach groups such as people gambling on specific gambling products, particular demographic groups and those experiencing negative consequences from their own or someone else’s gambling.
Under the new framework, the Consumer Voice programme will now be supported by:
Yonder Consulting – specialists in mixed methodology research
The Behavioural Insights Team – experts in experimental and behavioural research
Humankind Research – qualitative experts with a focus on hard-to-reach audiences
Savanta – providers of fast-turnaround, cost-effective research.
Each supplier has signed a two-year contract, with the potential for extension until 2029.
“This new framework gives us greater agility and reach than ever before. With these four partners, we’re better equipped to commission high-quality research quickly and use a range of approaches to respond to emerging trends or risks as they develop. The Consumer Voice programme is central to our efforts to ensure our decisions are grounded in the lived experiences of all consumers and the evolving realities of gambling,” said the Gambling Commission’s Head of Research, Laura Carter.
Consumer Voice complements the Commission’s nationally representative Gambling Survey for Great Britain (GSGB) by offering a flexible, targeted approach to gathering insight. It allows the Commission to conduct deep dives into specific issues, test new ideas and track consumer sentiment over time.
In 2024 alone, the programme engaged with over 10,000 gambling consumers. Previous studies have tackled issues like financial risk checks, bonus incentives and gambling during the cost-of-living crisis.
Joe Wheeler, Associate Director of Yonder Consulting, said: “Over the past three years Yonder Consulting have partnered with the Gambling Commission in delivering mixed-methods research for the Consumer Voice Programme. We’ve supported on a wide range of impactful research programmes, covering elements of the consumer experience like trust in the industry, engagement with the unlicensed market, behaviours during key sporting events and the impact of marketing and bonus offers. We’re delighted to continue our ongoing partnership and to support the Commission in delivering against key policy evidence gaps.”
Eleanor Collerton, Senior Advisor of the Behaviour Insights Team (BIT), said: “We’re delighted to contribute to the Gambling Commission’s Consumer Voice programme. As a global research and innovation consultancy, BIT combines a deep understanding of human behaviour with evidence-led problem solving to improve people’s lives. We’re excited to contribute our expertise in experimental research to generate new insights, address key evidence gaps, and help ensure consumer voices shape meaningful and effective gambling policy, building on more than five years of work to reduce gambling harms in GB.”
Tom Silverman, Co-Founder of Humankind Research, said: “Humankind Research specialises in research with a positive impact, and much of our work is exploring lived experience of complex issues and under-served groups. So we are delighted to be chosen to be the Gambling Commission’s partner for ‘in-depth qualitative research’ within the Consumer Voice framework. It is a fantastic opportunity to work in close collaboration with the Commission to really understand the experiences and needs of people who are involved in or affected by gambling; using sensitive and inclusive research approaches to gain strategic insights that can help to guide policy and priorities.”
The post UKGC Launches New Consumer Voice Framework appeared first on European Gaming Industry News.
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eGaming Integrity is delighted to announce the appointment of Robert Penfold as Head of Internal Audit, further strengthening the firm’s ability to support Isle of Man licence holders in responding to increasing regulatory scrutiny and upholding the island’s reputation for integrity.
Robert brings with him more than two decades of high-level experience in governance, risk, audit, and compliance across global gaming and financial services organisations. Most notably, Robert spent over eight years as Director of Internal Audit & Risk at Playtech plc, the world’s largest online gaming software and services supplier listed on the London Stock Exchange. In this role, he was a member of Playtech’s Audit, Risk and Governance Committees, overseeing global audit programmes and supporting the business in meeting complex regulatory requirements across multiple jurisdictions.
Robert has also held senior positions at bwin.party digital entertainment plc, where he led global risk management across regulated markets including Spain, Denmark, Italy, Belgium, France, and Gibraltar. More recently, he was engaged as Governance, Risk & Compliance Manager at the Isle of Man Government’s Attorney General Chambers, where he implemented new risk frameworks and data governance processes across multiple divisions.
Emma Shilling, Director at eGaming Integrity, commented: “This is a landmark appointment for us. Robert’s depth of experience, particularly his years at the helm of audit and risk at Playtech, represents a real step change for eGaming Integrity and our clients. His appointment evidences our commitment to providing heavyweight, board-level expertise to Isle of Man licence holders at a time when regulatory scrutiny has never been higher.”
Robert Penfold added: “I’m thrilled to be joining eGaming Integrity at such a pivotal time for the sector. I’ve spent much of my career working to ensure organisations not only meet regulatory requirements but build strong, resilient frameworks that protect their businesses and customers. I look forward to working with Emma and the team to help our clients strengthen their compliance and governance cultures.”
Robert’s appointment adds further depth to eGaming Integrity’s team of industry experts and former regulators, reinforcing its position as the Isle of Man’s leading provider of mock audits, remediation, and internal audit services for the island’s eGaming licence holders.
The post Former Playtech Director of Internal Audit & Risk Joins eGaming Integrity appeared first on European Gaming Industry News.
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The Netherlands Gambling Authority (KSA) has imposed a penalty on three gambling influencers. These influencers are Stiefunspeelt, Turcos and Buurtwachtt. The penalty is a follow-up to previously announced steps by the KSA to take stricter action against influencers. Because influencers often appeal to a young and therefore vulnerable target group, it is crucial to combat this content.
Influencers Stiefunspeelt, Turcos, and Buurtwachtt posted videos on their social media platforms featuring gambling with illegal providers. They also actively promoted gambling by encouraging their followers to also gamble with these illegal providers. The Royal Netherlands Academy of Arts and Sciences (KSA) has previously explicitly reminded all three influencers that creating videos promoting illegal gambling is prohibited. Therefore, the KSA imposed a penalty on all three influencers. This requires them to remove existing content within 48 hours and prohibits them from creating new advertisements for illegal providers. If they do so, the influencer who committed the violation will receive a penalty of €25,000 per violation, with a maximum of €75,000.
The KSA continues to closely monitor these types of violations and emphasizes that young people must be protected from this type of content about illegal gambling.
The post Dutch Gambling Authority Imposes Penalty on Three Gambling Influencers appeared first on European Gaming Industry News.
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DigiPlus Interactive has filed its license applications with the Western Cape Gambling and Racing Board (WCGRB) in South Africa. This move advances DigiPlus’ entry into one of the most promising regulated online gaming markets globally.
DigiPlus has applied for three operator licenses in South Africa: a National Manufacturer License, a Bookmaker License and a Bookmaker Premises License. The WCGRB is regarded as the preferred jurisdiction for international operators like DigiPlus due to its transparent regulatory processes and digital readiness.
“The filing of our online gaming license in South Africa marks another milestone in DigiPlus’ global growth journey, as we bring our proven track record of innovation, responsible gaming, and player protection, together with our strength in localizing games for diverse markets, to one of Africa’s most dynamic economies,” said DigiPlus Chairman Eusebio Tanco.
This milestone shortly follows DigiPlus’ launch in Brazil on September 22 with its first international brand GamePlus.
The post DigiPlus Applies for South Africa License appeared first on European Gaming Industry News.
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