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.”
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Compliance Updates
Ukrainian Security Service, NCEC and AUGO Shut Down 133 Illegal Online Casinos

Ukraine’s Security Service, the State Service of Special Communications and Information Protection, the National Commission for the State Regulation of Electronic Communications, Radiofrequency Spectrum and the Provision of Postal Services (NCEC), and the Association of Ukrainian Gambling Operators (AUGO) have jointly blocked 133 illegal online casinos operating within Ukraine’s digital space.
According to AUGO’s press release on Tuesday, Derzhspetszviazok issued Directive No. 435/3236 on July 1, ordering the blocking of IP addresses and websites involved in illegal gambling. The directive was sent to internet providers and industry associations on July 3 and is mandatory for implementation within three working days—by July 8.
The association estimates that the joint operation disrupted a shadow business generating UAH 3 to 5 billion in illicit turnover every quarter.
Beyond blocking the sites with technical and software tools, the operation included broader organisational and technical efforts targeting the infrastructure that enabled these illegal platforms to function. Notably, unauthorised financial processing was halted, and associated P2P transactions were frozen.
“In chess terms – white has made the first move, and black is already losing pieces on the board… No, w’re not grandmasters yet. But this will be a decisive chess match, and we’re convinced the illegal players will eventually have no choice but to leave the game,” said AUGO President Oleksandr Kohut, as quoted in the press release.
He emphasised that illegal casinos – most of which now have ties to Russia – inflict direct harm on the Ukrainian state, legal businesses and its citizens. These sites, which are frequently cloned after being blocked, also pose a high risk of fraud and the leakage of players’ personal and financial data.
This marks the first time the Security Service, Derzhspetszviazok, and NCEC have actively partnered with AUGO on such an initiative. The association, which was launched three months ago, provided software, analytical and informational support for the operation to dismantle the illicit online gambling sector.
Kohut affirmed that AUGO remains committed to further collaboration with regulators – including the Ministry of Digital Transformation and the newly formed PlayCity agency – as well as with law enforcement to swiftly detect and shut down illegal casinos online. AUGO also plans to work with state regulators to inform media outlets of future blocking decisions as soon as they are made and communicated to telecom operators.
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Compliance Updates
New ESRI Research Commissioned by the GRAI Suggests Gambling Offers Lure People to Bet More, Particularly People at Risk of Problem Gambling

A new study commissioned by the Gambling Regulatory Authority of Ireland (GRAI) /Department of Justice, Home Affairs and Migration and undertaken by the Economic and Social Research Institute (ESRI) shows that betting and gambling companies offering special offers or inducements encourages people to gamble more than they would otherwise, even when the odds offered are “bad”.
Special offers or inducements, such as free bets and moneyback guarantees are regularly used by gambling companies in their marketing campaigns. The study found that vulnerable people such as those at higher risk of becoming problem gamblers, were most at risk of gambling more, and losing more, as a result of being offered inducements.
In a controlled experiment run with a sample of 622 men under 40, participants, were given money to place up to six realistic bets on the Euro 2024 football tournament.
Half of the participants were randomly selected and shown offers of free bets and moneyback guarantees on some bets. which caused these participants to spend over 10% more than those who were not given inducements. The inducements also reduced the number of participants opting not to bet by nearly half. Even inducement bets that were designed as “bad”, showing odds far below market rates, were undertaken by participants in this group, who were three times more likely to spend money on “bad” bets.
These findings illustrate the harm inducements cause, particularly to those who are susceptible to gambling harm.
Under the Gambling Regulation Act 2024, the legislation which underpins the work of the GRAI, inducements or encouragement to gamble further will soon be an offence and licensed operators will no longer be allowed to offer free bets which are targeted at individuals and specific groups. Multiple European countries have also begun to regulate inducements.
Participants were surveyed after the study on their knowledge and understanding of inducements. Even amongst regular betters, most did not know that there were restrictions on free bets and that they would not receive their stake back if they won a free bet.
Paul Quinn, Chairperson of the GRAI, said: “I very much welcome this research from the ESRI examining the impact of inducements to gamble on gambling behaviours. Having a clear evidence base is critically important to the GRAI as we commence our work in regulating the gambling industry. This latest research will help inform that work and in educating the public on this matter.
“This study clearly indicates the damaging effect of certain practices around inducements. It underlines the importance of the provisions of the Gambling Regulation Act in limiting a person’s exposure to inducements to gamble. We look forward to working with Minister O’Callaghan in addressing the issue as we implement the new regulations.”
Anne Marie Caulfield, CEO of the GRAI, said: “The ESRI’s findings confirm that not only is the general public not aware of the dangers associated with inducements to bet, but also that the impact of these inducements go beyond simple marketing by betting companies.
“It is our responsibility to ensure that gambling operators do not encourage excessive or compulsive gambling behaviour, and that we protect vulnerable people in our society, such as children and young people and those more likely to experience gambling harm.
“The Gambling Regulation Act 2024 sets out obligations for licensees in the way in which inducements can be offered, including a ban on targeted inducements, and the findings of this study affirm these measures.”
Diarmaid Ó Ceallaigh, Postdoctoral Research Fellow, Behavioural Research Unit, ESRI, said: “Our findings imply that gambling offers aren’t merely marketing tools, but pose a real risk of financial harm, particularly among vulnerable groups.
“The results support the case for stricter regulation of gambling offers in Ireland, following steps already taken in other European countries, such as banning sign-up bonuses, restricting offers to at-risk individuals, and capping their value.”
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Compliance Updates
VNLOK Calls for Strict Action Against Illegal Providers and Balanced Approach to Gambling Regulation

The latest impact assessment by the Dutch Gaming Authority (KSA) shows that players on the legal market are increasingly being protected. Since the introduction of new playing limits and duty of care rules on 1 October 2024, fewer players are setting high limits and losing smaller amounts.
The number of accounts losing €1000 or more has dropped by over 75% to 0.9%. At the same time, the number of accounts per player remains stable (an average of 2.4 accounts per player). The so-called “hopping” behaviour between legal providers is therefore absent.
There are, however, worrying signals about a further growing illegal market. The previous report of the KSA already showed that for every euro gambled online, Dutch people spend €0.50 on illegal gambling sites. Now it appears that since the introduction of the new rules, the average monthly search volumes for illegal gambling sites have increased by 23% to almost 1 million. VNLOK warns: the control and protection of vulnerable players will be lost in this way. While the legal market is strictly regulated, the illegal supply remains too easily accessible for vulnerable players.
Björn Fuchs, chairman of VNLOKs, said: “It is good that the new rules for players who gamble legally are effective. At the same time, we cannot close our eyes to the other half: the illegal market. It is precisely the players who wager the most money and vulnerable groups, such as minors and young adults, who seem to continue to find their way to the illegal supply. That is precisely the group that is most at risk.”
VNLOK emphasized that an excess of new regulations will have undesirable effects. Fuchs added: “If well-intentioned regulation is piled on top of regulation, this will drive more players to the illegal supply. That is where – without any form of supervision or protection – major problems arise.”
VNLOK has called for strict action against illegal providers and for a balanced approach to regulation: effective where necessary, but without unnecessarily hindering the player and the legal supply. VNLOK urges that all findings from the latest impact assessment must be taken into account when creating new rules.
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