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.
Asia
GRA Renews Singapore Pools Licence for Five-year Term

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The Gambling Regulatory Authority (GRA) has renewed the licence of Singapore Pools (Private) Limited (Singapore Pools) to conduct betting operations, gaming and lotteries under Section 54 of the Gambling Control Act 2022 (GCA). The tenure for the licence will be five years with effect from 25 October 2025, following GRA’s assessment that Singapore Pools has fulfilled the requirements under Section 54 the GCA.
The post GRA Renews Singapore Pools Licence for Five-year Term appeared first on European Gaming Industry News.
Compliance Updates
Euromat Files Complaint Over Croatia’s Gambling Act Amendment

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An official complaint has been filed by the European Gambling and Amusement Federation (Euromat) with the European Commission regarding Croatia’s amendments of its Gambling Act.
Under Directive (EU) 2015/1535, member countries are obliged to notify any changes to its Gambling Act through the Technical Regulation Information System (TRIS). According to Euromat, the Croatian government failed to do this when introducing “far-reaching” technical rules affecting access and provision of services on the Croatian gambling market.
Failure to notify constitutes a breach of EU law.
These changes include mandatory player identification systems, strict limitations on the location and layout of gambling venues, a comprehensive ban on online and social-media advertising, temporal restrictions on operation and a central player self-exclusion register.
“This complaint marks an important first step in the EU’s legal process. Complaints such as that filed by Euromat are a key tool to alert the Commission to potential breaches of EU law. Based on Euromat’s complaint, the European Commission will be able to assess the evidence and decide on the next steps, including whether to open infringement proceedings against Croatia,” said Euromat president Jason Frost.
“The notification procedure exists to ensure that national measures are compatible with the principles of the single market. Croatia’s decision to ignore this obligation not only breaches EU law; it also threatens legal certainty for businesses across Europe. The Commission must act decisively to uphold the integrity of the internal market.”
The post Euromat Files Complaint Over Croatia’s Gambling Act Amendment appeared first on European Gaming Industry News.
Compliance Updates
KSA to Introduce New Licences for Skill-based Gaming Machines

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The Netherlands Gambling Authority (KSA) has announced the plans to offer the option of applying for a limited operating license that only permits the operation of skill-based machines. This will make it easier for operators who only operate skill-based machines to apply for a license.
Request from the market
With this limited operating license, the KSA is meeting a need in the gaming machine market. Operators with only skill-based machines have indicated they would like a separate license, separate from the offering of gaming machines. This limited operating license can have a shorter substantive review process and therefore be issued more quickly.
Various slot machines
At the moment, there is only one type of operating license for gaming machines, which applies to gaming machines in halls and catering establishments and skill machines.
A skill machine is a slot machine:
Which does not award prizes except for extra or longer games; and
Where the course of the game depends entirely or almost entirely on the skill of the player.
A classic example of a skill machine is a pinball machine, where players can win extra balls. Any slot machine that isn’t a skill machine is automatically a chance machine.
More information about the permit application
The Royal Netherlands Gambling Authority (KSA) will soon provide more information about the application procedure for the limited operating license for skill machines.
The post KSA to Introduce New Licences for Skill-based Gaming Machines appeared first on European Gaming Industry News.
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