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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SkyCity Entertainment Group Limited confirmed that the New Zealand Gambling Commission has granted SkyCity Queenstown Limited with a renewal of its casino venue licence for a further 15 years from 7 December 2025, pursuant to section 134 of the Gambling Act 2003.
SkyCity Chief Executive Officer, Jason Walbridge, said: “We’re delighted with this outcome. We look forward to continuing to play our part in Queenstown’s fantastic range of entertainment for both locals and visitors.”
The post SkyCity Announces Renewal of Queenstown Casino Licence appeared first on European Gaming Industry News.
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Betsson Group has been shortlisted for “Legal Team of the Year” at the upcoming Global Regulatory Awards 2025 (GRAs), while its General Counsel, Corinne Valletta, has been nominated for “Chief Compliance Officer of the Year.”
Organised by Vixio Regulatory Intelligence, the Global Regulatory Awards celebrate excellence across the compliance and responsible gambling sectors, recognising individuals and teams who continuously raise industry standards and champion best practices.
These accolades testify to Betsson’s commitment to raising standards in compliance to ensure a safe and stable business.
The post Betsson Group Shortlisted at the Global Regulatory Awards 2025 appeared first on European Gaming Industry News.
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The UK Gambling Commission has published the fourth and final report in its series exploring the complex and evolving issue of illegal online gambling.
The series — launched earlier this year — set out to improve understanding of consumer engagement with illegal online gambling, the risks it poses and the actions being taken to disrupt it.
Over the past months, the Commission has published three reports examining:
Part 1: Consumer awareness, drivers and motivations
Part 2: Consumer engagement and trends
Part 3: Disruption of illegal online gambling
This report — “Estimating the size of the illegal online gambling market” — explores the challenges of quantifying an activity that is, by its nature, hidden.
Understanding the challenge
The report highlights that while measuring the scale of the illegal online gambling market is essential for effective enforcement and policy-making, doing so presents significant methodological challenges. Reliable data is limited, and assumptions are often required to fill gaps — meaning that confidence in any single estimate is inherently constrained.
The Commission draws parallels with other areas of illicit activity, such as the trade in illegal tobacco, where government departments face similar difficulties estimating financial impact.
Building on progress
Although no single estimate of market size has been published, the Commission’s work to date has built a stronger evidence base and clearer understanding of both consumer behaviour and illegal operator tactics.
The series has found that:
• consumer motivations to use illegal sites are varied — there is no single driver of engagement
• some consumers are unaware that they are gambling illegally, highlighting the need for greater public awareness
• not all activity in the illegal market represents a direct loss to the regulated sector, as some consumers are self-excluded or otherwise unable to gamble legally
• there is currently no evidence of sustained growth in engagement with illegal websites where data has been collected
• a range of disruption and enforcement tactics are being deployed, supported by cross-industry and international collaboration.
A shared responsibility
The Commission emphasises that tackling illegal gambling requires a coordinated response. Efforts to measure, monitor and disrupt the illegal market will depend on continued collaboration across government, industry, digital platforms and financial services.
Chief Executive, Andrew Rhodes said: “Illegal online gambling remains a serious threat to consumers and to the integrity of the regulated market.
“While measuring the full scale of the problem is complex, our understanding is growing — and so too is our ability to disrupt illegal operators.
“Our independent research has strengthened the evidence base, improved transparency, and underlined that progress depends on a collective effort across sectors.”
Next steps
Although this marks the end of the current series, the Commission will continue its programme of research, data collection and enforcement activity.
The post UK Gambling Commission Concludes Four-part Series on Illegal Online Gambling appeared first on European Gaming Industry News.
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