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UKGC Issues Guidance on Operator Complaint Handling

Published

3 years ago

July 26, 2022

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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.

European Gaming Congress 2024 (Warsaw, Poland)

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.

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Slots Temple Announces Exclusive Free-to-Play Tournament Partnership with Pragmatic Play

Published

15 minutes ago

September 11, 2025

Adrienn Sarkany

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Leading online casino operator Slots Temple is excited to announce a brand-new partnership with the UK’s number one slot provider, Pragmatic Play. This exclusive new deal will allow Slots Temple to integrate Pragmatic Play’s industry-leading products into its free-to-play tournament platform.

As part of this collaboration, Pragmatic Play’s renowned online slot portfolio, which features popular titles like Big Bass Bonanza, Big Bass Splash, and Gates of Olympus, will be available on Slots Temple’s tournament platform.

This is a landmark moment for Slots Temple as it continues establishing itself as a unique proposition in the UK marketplace. The operator became the first affiliate site to receive a full United Kingdom Gambling Commission license, enabling it to offer real-money prizes and slots to its customers. Through this partnership, Slots Temple will also be the first operator in the UK to offer free to play Tournaments (on Pragmatic Play Slot Games) that award real cash prizes

Slots Temple is committed to giving its players access to the latest and best slots available, and this new partnership underscores that dedication.

Fraser Linkleter, CEO of Slots Temple, said: Tournaments are the beating heart of everything we offer here at Slots Temple. By signing this exclusive partnership, we are continuing to demonstrate to our players our commitment to collaborating with the best the industry has to offer.

“Slots Temple has repeatedly proven itself to be a trailblazer in the UK slot scene, and we’re excited for their players to engage with our titles through dynamic tournaments. Our games are designed with player engagement in mind, making them a perfect match for this format.” Beatriz Chamero, Business Development Manager at Pragmatic Play commented.

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iGP Partners With BetComply to Support Strategic Expansion

Published

15 minutes ago

September 11, 2025

Adrienn Sarkany

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iGP, the full-service iGaming platform, aggregator, and lottery provider, has partnered with regulatory consultancy BetComply to accelerate its strategy to expand its presence in regulated markets. This marks a key milestone in iGP’s multi-year transformation project into a leading B2B iGaming solutions provider, following a strategic shift to become a purely B2B-focused business.

BetComply, the leading compliance advisory business, will provide iGP guidance across licensing applications, documentation preparation, internal controls, and technical compliance. This ensures iGP and its operator partners are fully equipped to launch and scale successfully in regulated markets.

The strategic collaboration adds further strength to iGP’s full-suite offering, which includes a feature-rich iGaming Platform, the next-generation iGaming Deck aggregator, turnkey casino and sportsbook offering, integrated crypto and retail capabilities, as well as the latest lottery solution. With BetComply’s expertise, iGP reinforces its ability to deliver long-term compliance assurance alongside the robust infrastructure operators depend on.

Having evolved from a fast-growing tech provider to a trusted partner for scalable growth, iGP empowers operators to expand with confidence and achieve sustainable success in competitive regulated markets.

Jovana Popovic Canaki, CEO at iGP, said: “Partnering with BetComply marks a significant milestone that underscores both our ambition and momentum. It strengthens iGP’s position as a serious player in regulated markets worldwide, and I’m immensely proud of the teams and partners who made this possible. With BetComply’s support, we are ready to deliver our technology and vision to operators across regulated markets. We look forward to announcing our new market launches shortly.”

Mike de Graaff, Chief Compliance Officer at BetComply, said: “We’re excited to support iGP as they target to expand into regulated markets. Our role is to ensure that iGP and its partners enter every jurisdiction on a strong and sustainable compliance foundation, giving operators the confidence to focus on growth.”

The post iGP Partners With BetComply to Support Strategic Expansion appeared first on European Gaming Industry News.

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Realistic Games expands Dutch footprint with new 711 partnership

Published

15 minutes ago

September 11, 2025

Adrienn Sarkany

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Realistic Games is building momentum in the Dutch market with a new commercial agreement with sports and casino operator 711.nl, reinforcing its ongoing commitment to the region.

711.nl has added Realistic’s entire portfolio to its casino lobby, giving players access to a diverse selection of titles including Book of Charms, Emerald Frenzy and Mystic Lanterns. The partnership also ensures players can enjoy upcoming releases from Realistic’s roadmap, such as Art Heist, set to launch at the end of the month.

Chris Danaher, Head of Business Development at Realistic Games, said: “We are thrilled to partner with 711, a respected operator in the Dutch market. This agreement is a testament to the quality and appeal of our content, and we look forward to a successful collaboration as we continue to grow our presence in this key regulated territory.”

Gilles De Backer at 711.nl added: “Integrating the diverse portfolio from Realistic Games is set to bring an elevated gaming experience directly to our players. Their dedication to crafting engaging and exciting content ensures we continue to provide dynamic, reliable, and high-quality entertainment to our players.’”

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