The UK Gambling Commission is review how casinos engage with high-value customers (HVC) and VIP players, who often make up a very large percentage of profits, and how those actions might clash with regulations.
Such things as “preferential service,” gifts and hospitality will be reviewed. The commission said it recognized the value of such customers, but emphasized that incentivization can clash with regulations. One problem is that such players may tend to engage in behavior that makes them more at risk from the standpoint of serving them legally because the casino is required to monitor their behavior.
“We are concerned that these regulatory challenges have not been consistently met by licensees. This has resulted in repeated instances of gambling-related harm and in some cases, failure to prevent criminal proceeds being spent on gambling,” stated the commission.
The commission will be working with the Betting and Gaming Council’s “working groups” on this consultation.
The BGC’s new “industry action plan” will include revamping operator rules and protocols as they engage VIPs and auditing how well the rules are enforced.
