Five Steps To Avoid UKGC Million £££ Fines
Step 1 Interact with your customers
Place a phone call, preferably immediately after registration. Give precedence to engaging with customers who have made a deposit right after signing up. During your conversation, seek to understand the customer's persona, financial standing, and gambling behaviours. Stress the importance of safe gambling, emphasising that it should be enjoyable and knowing when to cease.
Step 2 Record your conversation with the customer
Simply engaging with the customer isn't sufficient; it's crucial to make detailed notes of your interactions. Record the date and time of the interaction, the player's emotional state (e.g., normal, indifferent, annoyed, agitated, aggressive), recent life events they may have experienced (e.g., loss of employment, bereavement, debt issues, victim of crime, health or relationship issues), and any signs of harm you observed (e.g., financial difficulties, mental health issues, high-risk employment, ill health). Record these critical details diligently.
Step 3 Review the impact of your interaction
After concluding the phone call, take time to review your notes. Assess whether you need to establish deposit or loss limits, block certain products, set reminders, or schedule follow-up conversations with the customer. In some instances, closing the account may be necessary if the risk of maintaining a business relationship is deemed too high.
Additionally, it's essential to gauge the impact of your call to ensure the customer's gambling behaviour isn't escalating to problematic levels. If concerns arise, don't hesitate to reach out again via phone. Relying solely on automated, generic responsible gambling emails is insufficient; proactive engagement is key.
Step 4 Conduct CDD, KYC, and financial sanctions checks
Avoid solely relying on customer verbal assurances and open-source data. Instead, request and scrutinise the customer's Source of Funds (SOF) and Source of Wealth (SOW) statements. Prior to new customers making their initial deposit, verify financial sanctions to meet UK Gambling Commission (UKGC) AML requirements.
Step 5 Close eye on two financial metrics
You need to keep a close eye on two financial metrics: deposit amounts and lost amounts. Customers who frequently deposit large sums and consistently experience losses should be your primary focus for communication. Maintain separate lists of the Top 50 depositors and the Top 50 losers. Reach out to them via phone calls, document your discussions, and consider implementing deposit and loss limits on their accounts.
These five steps are crucial for safeguarding your business against hefty fines from the UKGC. Manual handling of these tasks using Excel can hinder your team's ability to scale effectively. Consider leveraging a system like Vakandi Data SGC. Reach out to us to discover how our system can streamline these processes and enable you to ensure compliance.
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