 Applies to:

 All remote licences except: gaming machine technical, gambling software, host, ancillary remote bingo, ancillary remote casino, betting intermediary (trading room only) and remote betting (standard) (remote platform) licences.

 Paragraph 8 does not apply to ancillary remote betting licences, remote general betting (limited), or any remote lottery licence the holder of which does not provide facilities for participation in instant win lotteries

 **Social responsibility code**  Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.

1. Licensees must have and put into effect procedures for self-exclusion and take all reasonable steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling.
2. Licensees must, as soon as practicable, take all reasonable steps to prevent any marketing material being sent to a self-excluded customer.
3. Licensees must take steps to remove the name and details of a self-excluded individual from any marketing databases used by the company or group (or otherwise flag that person as an individual to whom marketing material must not be sent), within two days of receiving the completed self-exclusion notification.
4. This covers any marketing material relating to gambling. However, it would not extend to blanket marketing which is targeted at a particular geographical area and where the excluded individual would not knowingly be included.
5. Licensees must close any customer accounts of an individual who has entered a self- exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed to them by the individual, although the account must not be active.
6. Licensees must put into effect procedures designed to ensure that an individual who has self-excluded cannot gain access to gambling. These procedures must include:

- a register of those excluded with appropriate records (name, address, other details, and any membership or account details that may be held by the operator);
- a record of the card numbers to be excluded;
- staff training to ensure that staff are able to administer effectively the systems; and
- the removal of access from those persons found to have gambled or who have attempted to gamble on the facilities.

- Licensees must when administering the self-exclusion signpost the individual to counselling and support services.
- Customers must be given the opportunity to self-exclude by contacting customer services and in addition by entering an automated process using remote communication. In order to avoid inadvertent self-exclusion it is acceptable for an automated process to include an additional step that requires the customer to confirm that they wish to self-exclude. The licensee must ensure that all staff who are involved in direct customer service are aware of the self-exclusion system in place, and are able to direct that individual to an immediate point of contact with whom/which to complete that process.


1.1.2 - Responsibility for third parties – all licences

 Applies to:

 All licences

 **Social responsibility code**  Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.

1. Licensees are responsible for the actions of third parties with whom they contract for the provision of any aspect of the licensee’s business related to the licensed activities.
2. Licensees must ensure that the terms on which they contract with such third parties:

- require the third party to conduct themselves in so far as they carry out activities on behalf of the licensee as if they were bound by the same licence conditions and subject to the same codes of practice as the licensee
- oblige the third party to provide such information to the licensee as they may reasonably require in order to enable the licensee to comply with their information reporting and other obligations to the Commission
- enable the licensee, subject to compliance with any dispute resolution provisions of such contract, to terminate the third party’s contract promptly if, in the licensee’s reasonable opinion, the third party is in breach of contract (including in particular terms included pursuant to this code provision) or has otherwise acted in a manner which is inconsistent with the licensing objectives, including for affiliates where they have breached a relevant advertising code of practice.


 Applies to:

 All licences

 **Ordinary code**  These do not have the status of operator licence conditions but set out good practice. Operators may adopt alternative approaches to those set out in ordinary code provisions if they have actively taken account of the ordinary code provision and can demonstrate that an alternative approach is reasonable in the operator's particular circumstances; or that to take an alternative approach would be acting in a similarly effective manner. Ordinary codes of practice are admissible in evidence in criminal or civil proceedings and must be taken into account in any case in which the court or tribunal think them relevant, and by the Commission in the exercise of its functions; any departure from ordinary code provisions by an operator may be taken into account by the Commission on a licence review, but cannot lead to imposition of a financial penalty.

1. As stated earlier in this code, the Commission expects licensees to work with the Commission in an open and cooperative way and to inform the Commission of any matters that the Commission would reasonably need to be aware of in exercising its regulatory functions. These include in particular matters that will have a material impact on the licensee’s business or on the licensee’s ability to conduct licensed activities compliantly and consistently with the licensing objectives.
2. Thus, licensees should notify the Commission, or ensure that the Commission is notified, as soon as reasonably practicable and in such form and manner as the Commission may from time to time specify  [1](#811-1)  , of any matters which in their view could have a material impact on their business or affect compliance. The Commission would, in particular, expect to be notified of the occurrence of any of the following events in so far as not already notified in accordance with the conditions attached to the licensee’s licence  [2](#811-2)  :

- any material change in the licensee’s structure or the operation of its business
- any material change in managerial responsibilities or governance arrangements
- any report from an internal or external auditor expressing, or giving rise to, concerns about material shortcomings in the management control or oversight of any aspect of the licensee’s business related to the provision of gambling facilities.

>  Read additional  [guidance on the information requirements](/guidance/lccp-Information-requirements/guidance-to-operators-on-display-of-licensed-status-lccp-notifications-matters-that-could-have-a-material-impact-on-a-business)  contained within this section.
>
>

##  References


 1  These matters are to be reported to us online via our  [‘eServices’](/service/operator-eservices)  digital service on our website.

 2  Events which must be reported, because the Commission considers them likely to have a material impact on the nature or structure of a licensee’s business, are set out in general licence condition 15.2.1


 Consumers must be able to understand all of the terms that govern their play. You should remember that literacy levels vary significantly across the population and a consumer reading your terms may not have English as their first language. There are freely available tools that can assess the reading level needed to understand a piece of text.

 The following guidance in this section relates specifically to Promotions.


Ensure all Significant Conditions are provided:

* to consumers in a clear, timely, intelligible, unambiguous, transparent, non-misleading and prominent manner
* within the advert and with the headline offer on all relevant landing webpages and sign-up webpages (or equivalent) for that Promotion
* within the advert and with the headline offer on any other advertising on any medium for that Promotion, except where it is impossible to do so due to significant limitations on time and/or space in the relevant advertising medium, in which case give as much information about the Significant Conditions as possible within the advert, and with the headline offer, together with a link to a webpage (or Equivalent) containing all the Significant Conditions and other terms relating to the Promotion in full.


Ensure all terms and conditions relating to a Promotion, including terms which apply to all Bonuses, are accessible:

* before consumer signs up,
 (i) on all relevant landing pages and sign-up pages for that Promotion (or Equivalents)
 (ii) within a single click (or equivalent) from any other advertising on any medium for that Promotion, to the extent that it is not possible to include such terms and conditions on such advertising
* once play commences, within a single click from the bonus tab on the consumer’s account/home page (or each relevant equivalent).


 Marketing of promotional offers must comply with rules set out in  [LCCP SR 5.1.9.](/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements)  . We have also published  [guidance](/licensees-and-businesses/guide/page/open-and-transparent-marketing)  on this.

 For further information regarding acceptable claims and how terms and conditions should be displayed or signposted in adverts, you can view  [CAPs guidance on Gambling ads: free bets and bonuses (opens in a new tab)](https://www.asa.org.uk/resource/gambling-ads-free-bets-and-bonuses.html)  .


* terms and conditions must not be unnecessarily complex
* terms and conditions must not be hidden from players

##  Example of what not to do

##  Ensure that at all times the consumer is informed:

##  What you should do


Promotional banners must not lead straight to a sign-up page without making sure that the player has had access to all significant terms and conditions.  Additional terms and conditions must not be hidden in a separate tab or window on a webpage.


Ensure that at all times the consumer is informed:

* when they are playing with Restricted Funds
* if playing with Restricted Funds, about the nature of, and consequences of non-compliance with, the Promotional Play Restrictions or Wagering Requirements.


* players must be told when they are playing with restricted funds and any requirements or restrictions associated with this
* players must be told when they are playing with restricted funds, bonus funds for example, and should be reminded what these restrictions are
* players must be reminded of the restrictions whenever they start a new play session. For example, if a player pauses play and logs out of their account, they must be reminded when they log back into the account that they are playing with restricted funds
* when playing with restricted funds, players must be told of the nature of the play restrictions or wagering requirements, and the consequences if they don’t follow these requirements.

>  Simply including the information in website terms and conditions is not sufficient.
>
>

 [Previous page
 Fair and transparent terms and practices](/licensees-and-businesses/guide/fair-and-transparent-terms-and-practices)  [Next page
 Restrictions on withdrawing deposit and deposit winnings](/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


Restrictions on withdrawing deposit and deposit winnings

 Players must be informed that they are allowed to withdraw their deposit balance at any time, including when a bonus is pending or active on the account. Players must be allowed to withdraw without restriction, except as necessary to comply with any General Regulatory Obligations.

 You must also ensure that:

* your general terms and conditions clearly reflect this right of withdrawal
* this right of withdrawal is clearly stated to consumers during the sign up process for a promotion and on the consumer’s account page (or equivalent).

 This doesn't prevent an operator from deducting a fee charged to consumers for processing that withdrawal or, where a consumer seeks to withdraw less than their full deposit balance, reasonably to limit the size or number of separate withdrawals that a consumer may make, provided that this is done in accordance a fair and transparent term in the contract that the consumer has agreed to.

 Any fee should not exceed a reasonable estimate of the costs incurred directly by an operator in relation to the processing of that withdrawal.

 You must ensure that:

* the deposit balance and (if applicable) the bonus balance are always clearly displayed separately to the consumer
* that Promotional Play Restrictions and Wagering Requirements (if applicable) do not apply to any play by a consumer with their Deposit Balance except where in-game mechanisms automatically prevent a consumer from placing a wager that contravenes the Promotional Play Restrictions
* that Promotional Play Restrictions and Wagering Requirements (if applicable) do not apply to any play by a consumer with their Deposit Balance except where in-game mechanisms automatically prevent a consumer from placing a wager that breaches the Promotional Play Restrictions.


 Operators must allow players to withdraw funds from their deposit balance, even if they are allocated to a bonus including when a bonus is pending or active in the account. We recognise that numerous small withdrawals can be costly for an operator, therefore, operators are not prevented from deducting a cost-reflective processing fee for withdrawals. However, this must be made clear to players before they deposit. Any charges for a withdrawal must not exceed the direct processing cost.

 Operators are required to comply with  [General Regulatory Obligations](/licensees-and-businesses/aml)  .

 The deposit balance and bonus balance must always be displayed separately in a clear and prominent manner.

 Operators do not need to display balance and bonus pots within the in-game view, as long as this information is displayed on the account homepage.

 Promotional play restrictions and wagering requirements must not apply when a player is playing with their deposit balance.

 Operators can only apply play restrictions when a player is playing with their deposit balance, when they have software that stops the player from breaching them. For example, if there is a maximum stake limit, the player must not be able to exceed it when playing with their deposit balance.

 Operators are free to require players to meet wagering requirements for bonus winnings so long as they can withdraw winnings made with their own funds, no matter how much or how little they have played.


* layers must not be made to meet wagering requirements before they can withdraw money from their deposit balance
* funds from deposit and bonus balances must not be mixed together or displayed to the player as a single pot of money
* players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time. Further information on the rules on identify verification can be found in our  [age and identity verification consultation response document](/consultation-response/changes-to-the-licence-conditions-and-codes-of-practice-on-age-and-identity)  .

##  Example of what not to do:

 [Previous page
 Transparency](/licensees-and-businesses/guide/page/transparency)  [Next page
 Promotional play restrictions](/licensees-and-businesses/guide/page/promotional-play-restrictions)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


* 'Your withdrawals are limited to one per day and no more than five per week'
* 'You may withdraw up to £5,000 per day once you have wagered your original deposit'
* 'Before making any withdrawals from your deposit account, you must first wager the value of this 5 times'


 You must ensure that terms and conditions setting out any Promotional Play Restrictions clearly specify all prohibited types or patterns of play, and do not reserve sole discretion on the operator to:

* determine when play falls within these specified categories
* determine other forms of play to be in breach of the terms and conditions.

 Your terms and conditions should be structured so that terms setting out prohibitions and sanctions on account fraud, collusion, use of multiple accounts, manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating, are contained in separate terms to those relating to any Promotional Play Restrictions.

 If a decision has been made that a consumer is to lose winnings or will be refused a requested withdrawal from their account on the grounds of a breach of Promotional Play Restrictions, the consumer must be provided with a full explanation of the breach of the relevant Promotional Play Restriction, including the specific terms breached.

 For the avoidance of doubt, this does not require the disclosure of information to the consumer to the extent this would cause an operator to breach any General Regulatory Obligation.


 Operators should ensure that all prohibited types or patterns of play are listed within terms and conditions. They must also make sure that all types of banned play are listed and that players are aware of these.

 Terms and conditions highlighting the possible penalties if fraud/cheating/collusion is identified, must be separate to the terms relating to the promotional play restrictions.

 Operators must clearly distinguish between terms intended to prevent fraud, collusion, cheating, bonus abuse etc, and those which outline broader play strategies it wishes to prevent players from engaging in.

 Operators must ensure that players are fully informed about the impact of play restrictions.

 If a player has not followed the play restrictions and rules of a game and their win or withdrawal is refused, the operator should explain why.

 When advising a player that they have not complied with the play restrictions, operators should explain what happened but do not have to reveal any information that would result in them breaching any  [General Regulatory Requirements](/licensees-and-businesses/aml)  .


 Terms cannot contain a general reference to banned types of play as this is too vague. Players must be provided with as much information as possible, therefore, each type of prohibited play should be specifically lised.

 Operators must not ban a form of play that was not clearly outlined to the players in advance.

 Operators must not reserve sole discretion to determine when and what forms of play breach terms and conditions.

##  Example of what not to do

 [Previous page
 Restrictions on withdrawing deposit and deposit winnings](/licensees-and-businesses/guide/page/restrictions-on-withdrawing-deposit-and-deposit-winnings)  [Next page
 Terms giving licensees undue discretion on their application](/licensees-and-businesses/guide/page/terms-giving-licensees-undue-discretion-on-their-application)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


* Your membership of the rewards scheme may be removed if it is abused, and we will decide on what behaviour and types of play constitutes an abuse
* ‘We reserve the sole discretion to determine prohibited types or patterns of play’.


Terms giving licensees undue discretion on their application

 You are required by the  [terms of your licence](/licensees-and-businesses/lccp/condition/7-1-1-fair-and-transparent-terms-and-practices)  to make sure that the terms on which gambling is offered are not unfair within the meaning of the Consumer Rights Act 2015. Under that Act, a term is unfair if it causes a significant imbalance in the parties’ rights and obligations under the contract to the detriment of the consumer. A term that gives a licensee the discretion to decide when and how it is applied would be unfair under that meaning.

 You should not use terms that give you sole discretion as to if and how they are applied. This particularly includes terms covering treatment of customers’ funds where a licensee believes there has been:

* illegal, irregular or fraudulent play
* use of multiple accounts
* third party use or funding of accounts.

##  Example of what not to do

 [Previous page
 Promotional play restrictions](/licensees-and-businesses/guide/page/promotional-play-restrictions)  [Next page
 Terms allowing licensees to confiscate customers’ un-staked deposits](/licensees-and-businesses/guide/page/terms-allowing-licensees-to-confiscate-customers-un-staked-deposits)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


Have terms that say you “may” or “reserve the right” (or similar) to void or withhold a customer’s winnings in certain situations including those listed above. Customers are entitled to know what action you would take in those terms. Any of your terms concerning treatment of customers’ funds should also comply with our guidance on their un-staked deposits.


Terms allowing licensees to confiscate customers’ un-staked deposits

 A customer’s un-staked deposits remain their property. Other than where necessary to comply with a General Regulatory Obligation, licensees must not have terms that allow them to confiscate all or part of a customer’s money that has been deposited with them, but not yet staked.

 [Previous page
 Terms giving licensees undue discretion on their application](/licensees-and-businesses/guide/page/terms-giving-licensees-undue-discretion-on-their-application)  [Next page
 Free bets and account restrictions (in relation to sports betting)](/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


Free bets and account restrictions (in relation to sports betting)

 Do not enforce (or seek to enforce) any Account Restriction against a consumer who has, prior to such Account Restriction being notified to them, made one or more qualifying bets in respect of a Free Bet Promotion, where enforcing such an Account Restriction would:

 **a.**  affect the consumer’s ability:

* to receive any of the free bets, or the full expected value of any of the free bets, from that Free Bet Promotion, having placed all the necessary qualifying bets
* to receive any of the free bets, or the full value of any of the free bets, to which they would be entitled upon placing the remaining qualifying bets required by that Free Bet Promotion
* to complete any Wagering Requirements associated with that Free Bet Promotion.

 **b.**  materially affect the consumer’s ability to complete the qualifying bets required by that Free Bet Promotion.

 Your general terms and conditions must provide the consumer with the opportunity to obtain the full number and value of any free bets in the circumstances as previously set out, and ensure that the terms relating to future Free Bet Promotions make similar provision.

 You should ensure that any notification that an Account Restriction has been applied to a consumer informs them:

* that the Account Restriction is without prejudice to their participation in full in any Free Bet Promotion for which they have already placed qualifying bets
* of the steps they should take to receive the full benefit of any free bets otherwise altered or removed by the application of any Account Restrictions in contravention of the first paragraph.


 An operator must not enforce an account restriction if a player has qualified for a free bet promotion, before being notified of the restriction where:

* the player has placed all qualifying bets and the restriction would stop them receiving the free bets or the value of these
* the player has already started placing the qualifying bets and the restriction would stop them receiving the free bets or the value of these.

 An operator must not enforce an account restriction if a player has qualified for a free bet promotion, before being notified of the restriction, where this would materially affect the player being able to complete the qualifying bets necessary for the free bet promotion.

 Operators must consider the effect the account restrictions will have and determine whether this is material. A restriction that significantly reduces the market or odds available to a player would be material.

 Terms and conditions must state that players are able to obtain their free bets if they have started qualifying for these before being notified of an account restriction.

 When an operator informs a player that their account has been restricted, they must let them know that they are still able to take part in an existing promotion if they have already placed the qualifying bets.

>  If players have started to qualify for the free bet promotion, they must be told how they can receive any free bets that have been altered or removed.
>
>


 Players must not find it more difficult to complete the qualifying bets as a result of account restrictions after they started to qualify for the free bet.

##  Example of what not to do:

 [Previous page
 Terms allowing licensees to confiscate customers’ un-staked deposits](/licensees-and-businesses/guide/page/terms-allowing-licensees-to-confiscate-customers-un-staked-deposits)  [Next page
 Compulsory publicity](/licensees-and-businesses/guide/page/compulsory-publicity)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


* If stake factoring meant that a player would be restricted from making their remaining qualifying bets on the most popular sections on a major football market, then that player would be materially restricted.


 Do not use, enforce, or seek to rely on any term in a consumer contract or notice which has object or effect of:

* obliging consumers to participate in publicity promoting the operator or an associated business if required to do so
* deeming the consumer, by accepting and agreeing to the terms of such a contract or consumer notice, to have consented to the use of any personal information (including name) for promotional purposes for the benefit of the operator.


 Operators must not use terms and conditions that forces players to take part in publicity promoting the operator. Players must be willing to take part in any publicity and cannot be pressured or forced to take part and they should give their explicit consent to participate in any publicity.

 Terms and conditions relating to Data Protection and GDPR must not be used as an indication that players have agreed to take part in publicity promoting the operator:

* players must opt into promotions rather than being automatically enrolled
* refer to our  [GDPR and Data protection](/licensees-and-businesses/guide/gambling-regulation-and-the-general-data-protection-regulation-gdpr)  information for further guidance in this area.

 Ensure that when a player enters a promotion, operators have been given express and informed consent and the player has accepted the terms and conditions. Players must opt into promotions rather than being automatically enrolled.


 Operators cannot assume that a player has consented to take part in promotional activity by agreeing to the data protection and GDPR terms and conditions provided by operators.

##  Example of what not to do

 [Previous page
 Free bets and account restrictions (in relation to sports betting)](/licensees-and-businesses/guide/page/free-bets-and-account-restrictions-in-relation-to-sports-betting)  [Next page
 The right to vary a promotion](/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


* 'As a member of our VIP scheme, you will be enrolled into our promotions and publicity activity. Please contact customer services if you wish to opt out of this.'
* Don't enrol a consumer in any promotion without first obtaining the consumer’s express and informed consent to accept the terms and conditions of that specific promotion.


 Not to use, enforce, or seek to rely on any term in a consumer contract or notice which has the object or effect of:

* permitting an operator to vary or discontinue a Promotion, or any part of it, in respect of a consumer who has opted into the Promotion, made a deposit in expectation of receipt of a Bonus, and/or commenced play in relation to the Promotion prior to the date of the communication of the variation, other than where necessary to prevent fraud or other similar unlawful behaviour
* reserving absolute discretion to an operator to determine either:
 (i) its liability to a consumer
 (ii) a consumer’s legal rights under the terms of a Promotion.


Operators must not have any terms which allow them to vary or stop a promotion once a player has signed up. However, occasionally there may be a legitimate need to amend the terms of a promotion before a player has signed up to it, for example, to manage/prevent fraud and other unlawful behaviour.


 Operators must only amend the terms of a promotion before a player has signed up to it. Terms must not be changed after a player has opted to take part.

##  Example of what not to do

 [Previous page
 Compulsory publicity](/licensees-and-businesses/guide/page/compulsory-publicity)  [Next page
 Maximum withdrawal limits](/licensees-and-businesses/guide/page/maximum-withdrawal-limits)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


'We will use our sole discretion to amend and modify the terms and conditions at all times. This may include withdrawing the promotion if considered appropriate'.


Do not impose, use, enforce, or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of imposing any maximum limit on the amount a consumer may withdraw from their Deposit Balance.


 Players are entitled to withdraw money from their deposit balance, including their winnings, at any time. Operators must allow players to withdraw funds from their deposit balance and there must be no term in place that restricts this.

 We recognise that numerous small withdrawals can be costly for an operator and, therefore, operators are not prevented from deducting a cost-reflective processing fee for withdrawals. However, this must be made clear to players before they deposit.

 Any charges must not exceed the direct cost of processing a withdrawal, and any limit on the size or number of withdrawals must be reasonable.

 This does not prevent operators from promptly conducting any identity verification or other checks prior to withdrawal as strictly necessary to comply with  [General Regulatory Obligations](/licensees-and-businesses/aml)  .


* there must be no restrictions on the maximum amount of money a player can withdraw at any time
* players must not be charged if they wish to withdraw the entirety of their deposit balance
* the withdrawal of funds must not prompt an operator to request this information
* further information about this follows in section 4 and in the information we have published in our  [response to the consultation on age and identity verification](/consultation-response/changes-to-the-licence-conditions-and-codes-of-practice-on-age-and-identity)  .

##  Example of what not to do

 [Previous page
 The right to vary a promotion](/licensees-and-businesses/guide/page/the-right-to-vary-a-promotion)  [Next page
 Account inactivity](/licensees-and-businesses/guide/page/account-inactivity)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


'You may withdraw up to £50 per day and up to £500 per week'


 Operators cannot use the grounds that the consumer’s account has been inactive to:

* confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom
* use, enforce, or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom.


 Where an account has been inactive for at least 12 months, the funds cannot be considered to be ‘dormant’. As long as there is no prejudice to affected players rights over the funds, dormant accounts can be reclassfied for internal accounting purposes.

 There should be no reduction in the protection of these funds as per our ‘customer funds protection rating system’. Only where an account becomes dormant as previously described can an operator make a reasonable periodic charge for maintaining the account.

###  What the operator must do

 Before charges are made the operator must do the following:

* the operator should have attempted to repay the deposit balance to the last payment method used
* any fee charged for maintenance of the account should be explained in the terms and conditions
* all reasonable steps should be taken to remind players a reasonable period beforehand (no less than 30 days) of the term and that the fee will be charged by a specific date.

 An operator can choose to remove the funds from dormant accounts from view as long as they have contacted the player at least 30 days beforehand to advise them of the balance, and that they still have a right to access the funds and how to do this.

 Operators should not have any terms and conditions which allow them to change the legal status of the money in the player’s deposit balance or alter the player’s legal entitlement or rights to claim their funds, even if an account becomes inactive.

 Where an account with a credit deposit balance has been inactive for at least 12 months, operators must try to repay it to the last payment method used. Only after a period of 12 months where the player has not been able to verify their identity can an operator make a reasonable periodic charge for maintaining the account.

###  What the operator must not do

 Operators must not do the following:

* terms should not permit operators to remove funds from an account if it is not used for a period of time.
* disproportionate and unreasonable charges should not be made for maintaining a player’s account
* do not use, enforce, or seek to rely on any term in a consumer contract or consumer notice
* do not act (or refrain from acting) in a way which has the object or effect of, or could be understood by consumers as, altering the legal status of funds in a consumer’s Deposit Balance, or of altering the consumer’s legal entitlement or rights to claim such funds, on the grounds that the consumer’s account has been inactive.

##  Example of what not to do

 [Previous page
 Maximum withdrawal limits](/licensees-and-businesses/guide/page/maximum-withdrawal-limits)  [Next page
 Identity verification](/licensees-and-businesses/guide/page/identity-verification)

---

 Last updated: 25 November 2022

 Show updates to this content  Formatting changes.


* 'If you do not log into your account for a period of 90 consecutive days, we may decide to remove your winnings and void your account.'
* 'If you do not use your account for a period of 90 consecutive days, we will email you notification of our intention to confiscate your deposit balance within the next 14 days. If you do not contact us, your deposit balance will be forfeited and transferred to the company the day after the 14-day period ends'
* 'If you do not log into your account for 180 days, your funds will no longer be protected under our protection of player funds policy.'


 Confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

 Use, enforce or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).


 Operators should not remove funds in a deposit balance if a player is unable to verify their identity.Only after a period of 12 months where the player has not been able to verify their identity can an operator make a reasonable periodic charge for maintaining the account.

###  However, before any such charges are made the operator needs to do the following:

 The operator must have made several thorough attempts to confirm the player’s identity:

* the operator must have attempted to repay the deposit balance to the last payment method used
* any fee charged for maintenance of the account should be explained in the terms and conditions
* all reasonable steps should be taken to remind players a reasonable period beforehand (no less than 30 days) of the term and that the fee will be charged by a specific date.

###  A summary of the key points relating to the withdrawal of player funds

 The LCCP states that as a minimum, remote operators will have to verify the name, address and date of birth or a player before allowing them to gamble.

 It also states that before they deposit money, players should be informed of the types of identity documentation that might be required, the circumstances in which it would be required and how it would have to be provided to the operator.


 Terms should not allow operators to remove funds from an account if a player is not able to verify their identity.

 A request made by a player to withdraw funds from their account must not result in a requirement for additional information to be provided if the operator could reasonably have expected to have requested this earlier.

##  Example of what not to do

 [Previous page
 Account inactivity](/licensees-and-businesses/guide/page/account-inactivity)  [Next page
 Terms that allow winnings on open bets to be reduced](/licensees-and-businesses/guide/page/terms-that-allowed-winnings-on-open-bets-to-be-reduced)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


'In order to make a withdrawal, you may be required to provide certain documents. If you do not provide this within fourteen days of our request, we may remove winnings and terminate accounts.'


Terms that allow winnings on open bets to be reduced

 Terms designed to permit you to reduce potential winnings on open bets must not be unfair within the meaning of the Consumer Rights Act 2015. The Act defines terms as unfair if they cause a significant imbalance in rights under a contract to the detriment of consumers. We would consider terms that obliged consumers to accept reduced benefits, in the form of lower pay-outs, to be such an imbalance.

 This is not intended to capture current practices that may fairly amend potential returns on open bets – examples include terms capturing Rule 4 and situations where there is a clear and obvious error in the odds offered.

##  Example of what not to do:

 [Previous page
 Identity verification](/licensees-and-businesses/guide/page/identity-verification)  [Next page
 Dispute resolution](/licensees-and-businesses/guide/page/dispute-resolution)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


Have terms that permit reductions to pay-outs “in exceptional circumstances” or those that are linked to commercial success.


 The issues in this guidance have been the cause of disputes between consumers and licensees. If a consumer is not satisfied with your response to their complaint, they can refer it to an alternative dispute resolution (ADR) provider. We have become aware of obstructive behaviour when providers attempt to adjudicate on disputes of this nature. Examples include claims from licensees that:

* a recent assessment by Gambling Commission Compliance staff did not identify any concerns with licensees’ terms, and therefore we have ‘approved’ themthe licensee’s terms
* they were not a company that agreed undertakings with the CMA, and therefore their own terms must be satisfactory
* adjudicating disputes based on the fairness or transparency of terms is outside the remit of ADR providers.

 **None of these are correct.**

 Compliance assessments vary in scope and may focus on a specific aspect of your business where we have concerns. Commission staff do not ‘approve’ terms and conditions as part of their work.

 Our letter to the sector made clear that all gambling companies need to comply with the requirements set out in the published undertakings, not just those companies that agreed to them.

 When asked, we expect ADR providers to look into contractual and transactional disputes between consumers and licensees. The terms and conditions are the terms of the contract between those two parties. ADR providers take account of our guidance when deciding if they can accept the dispute. Our guidance to them is clear: they must consider consumer protection legislation when looking at disputes. This includes, for example, considering whether a contract term is fair.

 You should therefore follow our guidance when interacting with ADR providers, and supply any information requested within the specified timescales

 [Previous page
 Terms that allow winnings on open bets to be reduced](/licensees-and-businesses/guide/page/terms-that-allowed-winnings-on-open-bets-to-be-reduced)  [Next page
 Glossary of terms](/licensees-and-businesses/guide/page/glossary-of-terms)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


###  Bonus

 Any funds or equivalent provided by the operator and added to a consumer’s account from which the consumer can place wagers, including deposit matching funds for wagering at the consumer’s discretion and free spins on specific games.

###  Bonus balance

 The total of funds in an account belonging to the consumer comprising of:

* any Bonus which is not immediately withdrawable by the consumer of redeemable as case
* all winnings made with the Bonus, which are subject to uncompleted Wagering Requirements
* in the case of a Mixed Wager, such share of any winnings from the Mixed Wager as is proportionate to the share of the stake which came from the Deposit Balance
* winnings from any Bonus which are either not subject to Wagering Requirements or for which Wagering Requirements have been satisfied.

###  Deposit balance

 The total funds in an account belonging to the player (other than the bonus balance/ restricted funds) and always includes:

* unspent funds paid in by a player
* where a player’s deposit is converted into a larger total balance containing a bonus (‘buy-in’), the portion equal to the value of the player’s buy in
* all winnings from wagers made with the deposit
* for mixed wagers, the share of any winnings from them proportionate to the share of the stake from the deposit balance
* winnings from any bonus no longer subject to wagering requirements.

###  Dormant account

 A player's account which has not been accessed for at least 12 months.

###  Equivalent

 The technological equivalent location and/or functionality (as the case may be) in relation to the provision of Online Gaming otherwise than through a website, for example, on non-browser based platforms and technologies such as mobile phone applications.

###  Express and informed consent

 A clear and voluntary indication of preference or choice.

###  General Regulatory Obligations

 These are any wider legal and regulatory obligations with which an operator is required to comply, including but not limited to anti-money laundering and fraud prevention obligations.

###  Headline

 This is the line appearing at the top of an advert which summarises the product. It is the information in an advert which players generally read first.

###  Mixed Wager

 A wager drawn from both the deposit balance and the bonus balance.

###  Play Restrictions

 Actions that are not permitted when playing a game on its own or in association with a promotion.

###  Promotion

 A special offer made available for consumers in relation to online gaming consisting of a bonus, which, if accepted by a consumer, is added to the consumer’s account, subject to terms and conditions set out in the promotion.

###  Restricted funds/ Bonus balance:

 The total of funds in an account belonging to the consumer comprising of:

* any bonus which is not immediately withdrawable by the consumer or redeemable as cash
* all winnings made with the bonus, which are subject to uncompleted wagering requirements
* in the case of a mixed wager, such share of any winnings from the mixed wager is proportionate to the share of the stake which came from the bonus balance, and which is subject to uncompleted wagering requirements.

###  Significant terms and conditions

 For the purposes of this topic, this definition relates to the key restrictions which apply to a promotion. For example, who is excluded from a promotional offer; time limitations; how to qualify; maximum stake size; wagering requirements etc. We would not expect operators to list all restricted games but would expect them to explain, for example, that some games do not qualify for a bonus or that contributions to wagering requirements varies between games, and clearly link to the details. What amounts to a significant condition may evolve over time, dependent on new games and business models.

###  Sole discretion

 The only person or organisation who has the freedom to decide what should be done in a particular situation.

###  Stake Factoring

 The percentage amount of the maximum bet size offered by the bookmaker that each customer is allowed to get on. For example, if the stake limit on a race at a particular point in time is £500, those with a stake factor of 0.01 would be allowed to get on 1% of the maximum bet allowed in that market - £5 in this case. Conversely a stake factor of 5.00 indicates a customer allowed up to 500% - £2500 in this case

###  Wagering requirements

 Any requirement that a consumer must make wagers totalling a particular value for funds to become withdrawable, whether the total requirement is expressed as a fixed amount or as a multiple of another amount, such as the size of a deposit made by, or bonus received by, the consumer. For the avoidance of doubt, this excludes a requirement that bonus funds must be wagered once, but only if the bonus terms allow the consumer immediately to withdraw any winnings from wagering that bonus.

 [Previous page
 Dispute resolution](/licensees-and-businesses/guide/page/dispute-resolution)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


7.1.1 - Fair and transparent terms and practices

 Applies to:

 All operating licences except gaming machine technical and gambling software licences

1. Licensees must ensure that the terms on which gambling is offered, and any consumer notices relating to gambling activity, are not unfair within the meaning of the Consumer Rights Act 2015. Licensees must comply with those terms.
2. The contractual terms on which gambling is offered and any consumer notices relating to gambling activity must be transparent within the meaning of the Consumer Rights Act 2015. The contractual terms on which gambling is offered must be made available to customers in an easily accessible way.
3. Licensees must ensure that changes to customer contract terms comply with the fairness and transparency requirements under the Consumer Rights Act 2015. Customers must be notified of material changes to terms before they come into effect.
4. Licensees must ensure that they do not commit any unfair commercial practices within the meaning of the Consumer Protection from Unfair Trading Regulations 2008, at any stage of their interactions with consumers.


 Applies to:

 All licences

 **Social responsibility code**  Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.

1. Licensees must ensure that their marketing communications, advertisement, and invitations to purchase (within the meaning of the Consumer Protection from Unfair Trading Regulations 2008) do not amount to or involve misleading actions or misleading omissions within the meaning of those Regulations.
2. Licensees must ensure that all significant conditions which apply to marketing incentives are provided transparently and prominently to consumers. Licensees must present the significant conditions at the point of sale for any promotion, and on any advertising in any medium for that marketing incentive except where, in relation to the latter, limitations of space make this impossible. In such a case, information about the significant conditions must be included to the extent that it is possible to do so, the advertising must clearly indicate that significant conditions apply and where the advertisement is online, the significant conditions must be displayed in full no further than one click away.
3. The terms and conditions of each marketing incentive must be made available for the full duration of the promotion.


Joint CMA and Gambling Commission letter to the gambling sector

 Dear Sir / Madam,

 Joint Competition and Markets Authority / Gambling Commission letter to the gambling sector.

 The Competition and Markets Authority (CMA) and Gambling Commission (the Commission) have now concluded their joint programme of work concerning suspected breaches of consumer protection law in the remote gambling sector.

 This work focused in particular on the fairness, transparency and potential for consumers to be misled by a number of terms and practices relating to online bonus promotions, and on obstacles preventing withdrawal of customer funds.

 The CMA’s work with the Commission has resulted in significant changes by the sector. Six gambling firms provided undertakings to the CMA: Ladbrokes, William Hill, PT Entertainment, BGO, Jumpman Gaming and Progress Play. Each of these firms committed not to continue or repeat certain practices which the CMA considered were unfair. But the impact of this work has been felt across the entire sector.

 Our joint work provided a sharp focus on aspects of online gambling and exposed significant shortcomings within the sector that had undermined consumer trust and confidence. The Commission mandated that all gambling firms would need to comply with the requirements set out in the  [published undertakings (opens in a new tab)](https://www.gov.uk/cma-cases/online-gambling)  , not just those firms that agreed to them.

 The findings from this work, and our expectations of you, have been well publicised, and all gambling firms should, by now, have amended their terms and practices to meet the requirements set out in the undertakings.

 However, for you to comply fully with your consumer law and licensing responsibilities, you must go further than simply complying with the published undertakings. You need to audit all your terms and conditions, examine your business systems and practices, embed compliance and, importantly, continually review these to ensure that you maintain high standards of consumer protection in the future.

 To be compliant also requires critical scrutiny of the practices of those that you deal with, including affiliates and third-party suppliers of systems, software and call centres, as you are responsible for their actions in accordance with the Commission’s  [Licence conditions and codes of practice (LCCP)](/licensees-and-businesses/lccp/online)  .

 The updated provisions in LCCP, which came into force on 31 October 2018, mean that the Commission can take swift and firm action if you do not comply with consumer law and ensure that your customers are treated fairly at all stages of the customer journey.

 We have seen indications of the wider sector working to make changes to the way in which promotions are constructed and promoted to consumers. Recent figures from the Independent Betting Adjudication Service highlighted a significant reduction in the number of disputes raised by consumers over bonuses and other promotions.

 Making changes to promotions and withdrawal practices is an important start, but it is only one aspect of achieving compliance. More needs to be done by the sector to win back consumer trust. The best operators going forward will be those who lead by example, build on the work undertaken by the CMA and treat their customers fairly and responsibly. The Commission will continue to look at how firms treat consumers and the terms and practices that they employ when assessing suitability to hold a gambling licence. As well as undertaking compliance activity, the Commission continues to work to make gambling fairer. For example, the Commission has introduced new rules around ID verification that will allow consumers to collect their winnings without unnecessary delay.

 Although the CMA does not intend to take any further action in connection with its investigation, it is not the end of its relationship with the Commission or its interest in the sector. The CMA will continue to work with and support the Commission as it progresses its compliance work, and as it continues to tackle unfair terms and practices to ensure the fair treatment of consumers. It is important that you learn from the work that we have undertaken and ensure that compliance with consumer law is at the heart of your business model. This is essential for the sector to rebuild and maintain consumer trust.

 Yours faithfully, George Lusty Senior Director Competition and Markets Authority

 Yours faithfully, Paul Hope Executive Director Gambling Commission


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Joint-CMA-GC-letter-to-gambling-sector-FINAL-April19

 application/pdf PDF 147.2 kB](//assets.ctfassets.net/j16ev64qyf6l/1dHlXxSAXXgxDquCui0s4z/3b8341a359bb212c67b035b94ec5862c/Joint-CMA-GC-letter-to-gambling-sector-FINAL-April19.pdf)

---

 Last updated: 6 September 2021

 Show updates to this content  No changes to show.


ADR Group is one of the largest dispute resolution service providers in the UK.


 Visit the  [ADR group's website (opens in new tab)](http://www.adrgroup.co.uk/)  .

 Contact by post:

 ADR Group
 London Hill
 Rayleigh
 Essex
 SS6 7HW  Telephone:  **020 3600 5050**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


 No fees are charged to consumers.

 Traders are charged annual fees, dependant on the scale of ADR services or on a case-by-case basis.


 The languages which can be used to submit a complaint are:

* English
* French
* German
* Greek
* Gujarati
* Hindi.


 The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries.


The procedure can be conducted as both a verbal or written procedure.


The outcome is binding and non-binding.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity.
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 Approved Alternative Dispute Resolution (ADR) providers](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers)  [Next page
 Pegasus ADR Service](/licensees-and-businesses/guide/page/pegasus-adr-service)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


Pegasus ADR Service is an impartial entity for arbitrating on disputes relating to the outcome of gambling transactions.


 Visit  [Pegasus ADR Service's website (opens in new tab)](http://pegasusadrservice.org.uk)  .

 Contact by post:

 Pegasus ADR Service
 29-30 Ely Place
 London
 EC1N 6TD
 Telephone: 01903 873785

 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


The service is free of charge to consumers.


Complaints can be submitted in English.


 The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

* Adult Gaming Centre
* Non-remote Bingo
* Family Entertainment Centre
* Public Houses and Members Clubs.


The outcome is non-binding.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by, another ADR entity
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 ADR group](/licensees-and-businesses/guide/page/adr-group)  [Next page
 Centre for Effective Dispute Resolution (CEDR)](/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr)

---

 Last updated: 11 November 2022

 Show updates to this content  BACTA ADR Service name has changed to Pegasus ADR Service. No other changes have been made to this content.


The Centre for Effective Dispute Resolution (CEDR) specialises in mediation and alternative dispute resolution (ADR). It is an independent non-profit organisation and a registered charity.


 Visit  [CEDR's website (opens in new tab)](https://www.cedr.com/)  .

 Contact by post:

 Centre for Effective Dispute Resolution (CEDR)
 International Dispute Resolution Centre
 70 Fleet Street
 London
 EC4Y 1EU
 Telephone:  **020 7520 3817**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


Scheme funding is provided by subscribing companies. Fees are to be confirmed.


Complaints can be submitted in English and Welsh.


 The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

* Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors).


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered by another ADR entity.
* The value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 Pegasus ADR Service](/licensees-and-businesses/guide/page/pegasus-adr-service)  [Next page
 eCOGRA](/licensees-and-businesses/guide/page/ecogra)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


eCOGRA is an independent and internationally approved testing agency. It specialises in the testing, inspection and certification of online gambling software and systems.


 Visit  [eCOGRA's website (opens in new tab)](https://ecogra.org/about-us/our-story)  .

 Contact by post:

 eCOGRA
 2/F Berkeley Square House
 Berkeley Square
 London
 W1J 6BD
 Telephone:  **0207 887 1480**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


 Operators are charged the following ADR fees:

* £100 for  [eCOGRA Safe and Fair sealholders (opens in new tab)](https://ecogra.org/products-services/ecogra-egap-seal)
* £175 each month for non-sealholders.


The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: remote (all sectors).


The procedure can be conducted as both a written procedure.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the website is not included on eCOGRA’s list of approved websites
* the consumer has not ensured that at least two weeks have passed since the problem began, they have followed the approved licence holder’s internal complaints procedure and all reasonable attempts have been made to negotiate a solution with the approved licence holder before submitting an ADR dispute form
* the dispute is being, or has previously been considered by, another ADR entity or a court
* the dispute arose more than one year ago.
* in eCOGRA’s opinion, the dispute is frivolous, vexatious or does not relate to the outcome of a gambling transaction.

 [Previous page
 Centre for Effective Dispute Resolution (CEDR)](/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr)  [Next page
 IBAS](/licensees-and-businesses/guide/page/ibas)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


The Independent Betting Adjudication Service (IBAS) is a gambling-specialist Alternative Dispute Resolution (ADR) Service. It adjudicates on disputes between licensed gambling operators and their customers.


 Visit  [IBAS's website (opens in new tab)](https://www.ibas-uk.com/)  .

 Contact by post:

 Independent Betting Adjudication Service (IBAS)
 PO BOX 62639
 London
 EC3P 3AS
 Telephone:  **020 7347 5883**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


 The service is free of charge to consumers.

 For traders, services are funded on annual registration fees.


Complaints can be submitted in English.


 The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are:

* Remote (all sectors)
* Adult Gaming Centre
* Betting
* Bingo
* Casinos
* Lotteries.


The procedure can be conducted as both a verbal or written procedure.


The outcome is non-binding.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity
* the value of the claim falls below or above the monetary threshold set by the ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 eCOGRA](/licensees-and-businesses/guide/page/ecogra)  [Next page
 Lindsays](/licensees-and-businesses/guide/page/lindsays)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


 Lindays have an approved lawyer who can provide Alternative Dispute Resolution (ADR) services in connection with disputes about the outcome of a gambling transaction involving  **lotteries**  .

 The form of ADR provided is mediation and the  [person responsible for this work is Jennifer Gallagher (opens in new tab)](https://www.lindsays.co.uk/services/for-you-and-your-family/gambling-commission)


 Visit  [Lindays' website (opens in new tab)](https://www.lindsays.co.uk//)  .

 Contact by post:

 Jennifer Gallagher
 Lindsays
 Seabraes House
 18 Greenmarket
 Dundee
 DD1 4QB
 Telephone:  **01382 224112**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


The operator will be solely responsible for any cost up to a maximum of £750 plus VAT. If that limit is likely to be exceeded, the cost of mediation will be agreed between both parties.


The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: Lotteries.


 The ADR entity may refuse to deal with a dispute if the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity.

 [Previous page
 IBAS](/licensees-and-businesses/guide/page/ibas)  [Next page
 ProMediate](/licensees-and-businesses/guide/page/promediate)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


ProMediate is an accredited mediation provider and registered Civil Mediation Council mediation training provider.


 Visit  [ProMediate's website (opens in new tab)](https://www.promediate.co.uk/)  .

 Contact by post:

 Mr Peter Causton
 Brow Farm
 Top Road
 Frodsham
 WA6 6SP
 Telephone:  **01928 732455**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


 No fees are charged to consumers.

 Fees are charged to traders.


The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: all sectors.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the value of the claim falls above or below the monetary threshold set by the ADR entity
* the dispute is being, or has previously been considered, by another ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 Lindsays](/licensees-and-businesses/guide/page/lindsays)  [Next page
 Tattersalls Committee](/licensees-and-businesses/guide/page/tattersalls-committee)

---

 Last updated: 6 January 2023

 Show updates to this content  No changes to show.


Tattersalls Committee provide an independent dispute resolution service where there is a disagreement between backer and bookmaker over the returns on a bet.


 Visit  [Tattersalls Committee's website (opens in new tab)](https://www.tattersallscommittee.co.uk/)  .

 Contact by post:

 Tattersalls Committee
 PO box 159
 St Ives
 Cambridgeshire
 PE27 9BP
 Telephone:  **01480 499189**
 Find  [call charges on GOV.UK (opens in new tab)](https://www.gov.uk/call-charges)  .


Services are free of charge.


Complaints can be submitted in English.


The sectors and categories of domestic and cross-border disputes which may be considered by the ADR entity are: betting.


The outcome is binding.


 The ADR entity may refuse to deal with a dispute in the following circumstances:

* the consumer has not attempted to contact the gambling operator and resolve the matter directly with them, prior to submitting their complaint to the ADR entity
* the dispute is frivolous or vexatious
* the dispute is being, or has previously been considered, by another ADR entity
* the consumer has not submitted the complaint to the ADR entity within the time period specified by it, provided that such time period is not less than 12 months from the date upon which the gambling operator has given notice to the consumer that is unable to resolve the complaint with the consumer
* dealing with such a type of dispute would seriously impair the effective operation of the ADR entity.

 [Previous page
 ProMediate](/licensees-and-businesses/guide/page/promediate)

---

 Last updated: 11 November 2022

 Show updates to this content  No changes to show.


 Applies to:

 All licences (including ancillary remote licensees) except gaming machine technical and gambling software licences

 **Social responsibility code**  Compliance with these is a condition of licences; therefore any breach of them by an operator may lead the Commission to review the operator’s licence with a view to suspension, revocation or the imposition of a financial penalty and would also expose the operator to the risk of prosecution.

1. Licensees must put into effect appropriate policies and procedures for accepting and handling customer complaints and disputes in a timely, fair, open and transparent manner.
2. Licensees must ensure that they have arrangements in place for customers to be able to refer any dispute to an ADR entity in a timely manner if not resolved to the customer’s satisfaction by use of their complaints procedure within eight weeks of receiving the complaint, and where the customer cooperates with the complaints process in a timely manner.
3. The services of any such ADR entity must be free of charge to the customer.
4. Licensees must not use or introduce terms which restrict, or purport to restrict, the customer’s right to bring proceedings against the licensee in any court of competent jurisdiction. Such terms may, however, provide for a resolution of a dispute agreed by the customer (arrived at with the assistance of the ADR entity) to be binding on both parties.
5. Licensees’ complaints handling policies and procedures must include procedures to provide customers with clear and accessible information on how to make a complaint, the complaint procedures, timescales for responding, and escalation procedures.
6. Licensees must ensure that complaints policies and procedures are implemented effectively, kept under review and revised appropriately to ensure that they remain effective, and take into account any applicable learning or guidance published by the Gambling Commission from time to time.
7. Licensees should keep records of customer complaints and disputes and make them available to the Commission on request.

 In this Code, ‘ADR entity’ means

- a person offering alternative dispute resolution services whose name appears on the list maintained by the Gambling Commission in accordance with The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and,
- whose name appears on the  [list of providers](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers)  that meet the Gambling Commission’s additional standards found in the document ‘Alternative dispute resolution (ADR) in the gambling industry – standards and guidance for ADR providers’.
 Both lists are on the Commission’s website and will be updated from time to time.

>  Read additional  [guidance on the information requirements](/guidance/lccp-Information-requirements/guidance-to-operators-on-display-of-licensed-status-other-information-requirements-complaints-and-disputes-records)  contained within this section.
>
>


There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)  .


 Maximum stake:  £5  Maximum prize:  £10,000 - with the option of a maximum £20,000 linked progressive jackpot on a premises basis only  Permitted location:  2005 Act and 1968 Act casinos  Maximum number of machines - 2005 Act large casinos:  Up to a maximum of 150

 Any combination of categories B to D - subject to a machine to table ratio 5:1


B1 machines can only be made available in casinos. You must have either a  [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence)  or a  [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-1968-act-casino-operating-licence)  to make them available.


 See our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  (categories A and B1) for the full details of the technical standards which this category of machine must comply with.

 All gaming machines sited on casino premises must comply with our gaming machine technical standards.


 Category B1, B2, B3 and B3A gaming machines must be tested by an independent  [test house](/licensees-and-businesses/page/test-houses)  to ensure they comply with the technical standards in full. Test houses are also sometimes referred to as test labs.

 For categories A, B1, B2, B3, B3A, B4, C, D, server networked and downloadable, cashless payment, linked progressives and wireless networks refer to the  [gaming machine testing strategy](#6IRrwPl0PE1VoFfMOrccyx)  .


 B1 machines must display the 'theoretical target percentage return to player'. RTP is an average measured over a large number of games and will vary over a typical session due to normal game volatility.

 The manufacturer will decide on the game RTP.

 There is no minimum RTP requirement. However, the minimum average return must be displayed to the player for the game.

 The value displayed must be verified either by the manufacturer or accredited test house for categories B1, B2, B3 and B3A.


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Gaming machine testing strategy

 application/pdf PDF 84.6 kB](//assets.ctfassets.net/j16ev64qyf6l/6IRrwPl0PE1VoFfMOrccyx/e021d5260c2669dde40f04e94f61521a/Gaming-machine-testing-strategy.pdf) [Previous page
 Gaming machine categories](/licensees-and-businesses/guide/gaming-machine-categories)  [Next page
 B2 gaming machines](/licensees-and-businesses/guide/page/b2-gaming-machines)

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)  .  B2 gaming machines are also known as fixed-odds betting terminals (FOBT).  Gaming machines may contain games of more than one category. For example, a B2 gaming machine may also offer category B3 and category C games.


 Maximum stake:  £2  Maximum prize:  £500  Permitted locations: * 2005 Act and 1968 Act casinos
* betting shops
* tracks with pool betting.
 Maximum number of machines - 2005 Act large casinos:  Up to a maximum of 150

 Any combination of categories B to D - subject to a machine to table ratio 5:1

 Maximum number of machines - 2005 Act small casino:  Up to a maximum of 80

 Any combination of categories B to D - subject to a machine to table ratio 2:1

 Maximum number of machines - 1968 Act casino:  Up to a maximum of 20

 Any combination of categories B to D -  **or**  any number of C or D machines instead


 B2 machines can only be made available in casino, betting shops or at tracks with pool betting.

 You must have one of the following types of licence to make them available:

* [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence)
* [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-1968-act-casino-operating-licence)
* [non-remote general betting standard operating licence](/licensees-and-businesses/licences-and-fees/non-remote-general-betting-standard-operating-licence)
* [non-remote pool betting licence](/licensees-and-businesses/licences-and-fees/non-remote-pool-betting-operating-licence)  .

 If you are a machine manufacturer or supplier you will need a gaming machine technical licence, which type will depend on the nature of your business.


 See our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  (category B2) for the full details of the technical standards which this category of machine must comply with.

 All gaming machines sited on casino or betting premises must comply with our gaming machine technical standards.


 Category B1, B2, and B3 gaming machines must be tested by an independent  [test house](/licensees-and-businesses/page/test-houses)  to ensure they comply with the technical standards in full. Test houses are also sometimes referred to as test labs.

 For categories A, B1, B2, B3, B3A, B4, C, D, server networked and downloadable, cashless payment, linked progressives and wireless networks refer to the  [gaming machine testing strategy](#4lfngIqTSdsaHZ7ojbzsWD)  .


 B2 machines must display the 'theoretical target percentage return to player'. RTP is an average measured over a large number of games and will vary over a typical session due to normal game volatility.

 The manufacturer will decide on the game RTP.

 There is no minimum RTP requirement. However, the minimum average return must be displayed to the player for the game.

 The value displayed must be verified either by the manufacturer or accredited test house for categories B1, B2, B3 and B3A.


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Gaming-machine-testing-strategy

 application/pdf PDF 84.6 kB](//assets.ctfassets.net/j16ev64qyf6l/4lfngIqTSdsaHZ7ojbzsWD/6b2715cec08df734398fef8f101b9363/Gaming-machine-testing-strategy.pdf) [Previous page
 B1 gaming machines](/licensees-and-businesses/guide/page/b1-gaming-machines)  [Next page
 B3 gaming machines](/licensees-and-businesses/guide/page/b3-gaming-machines)

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


 There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)  .  Gaming machines may contain games of more than one category. For example, a B3 gaming machine may also offer category C and category D games.

 AGC and bingo premises licences granted before 13 July 2011 are entitled to make available four (for AGC) or eight (for bingo) category B3/B4 gaming machines, or 20% of the total number of gaming machines, whichever is the greater.


 Maximum stake:  £2  Maximum prize:  £500  Permitted locations: * 2005 Act and 1968 Act casinos
* betting shops
* tracks with pool betting
* bingo premises
* adult gaming centre.
 Maximum number of machines - bingo premises and adult gaming centre:  Up to a maximum of 20% of the total number of machines available for use on the premises

 Maximum number of machines - betting shops and tracks with pool betting:  Up to a maximum of 4

 Any combination of categories B to D

 Maximum number of machines - 2005 Act large casino:  Up to a maximum of 150

 Any combination of categories B to D - subject to a machine to table ratio 5:1

 Maximum number of machines - 2005 Act small casino:  Up to a maximum of 80

 Any combination of categories B to D - subject to a machine to table ratio 2:1

 Maximum number of machines - 1968 Act casino:  Up to a maximum of 20

 Any combination of categories B to D -  **or**  any number of C or D machines instead


 B3 machines can only be made available in casino, betting shops, tracks with pool betting, bingo halls or adult gaming centres.

 You must have one of the following types of licence to make them available:

* [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence)
* [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-1968-act-casino-operating-licence)
* [non-remote general betting standard operating licence](/licensees-and-businesses/licences-and-fees/non-remote-general-betting-standard-operating-licence)
* [non-remote pool betting operating licence](/licensees-and-businesses/licences-and-fees/non-remote-pool-betting-operating-licence)
* [non-remote bingo operating licence](/licensees-and-businesses/licences-and-fees/non-remote-bingo)
* [Adult Gaming Centre (AGC) licence](/licensees-and-businesses/licences-and-fees/adult-gaming-centre)  .

 If you are a machine manufacturer or supplier you will need a gaming machine technical licence, which type will depend on the nature of your business.


 See our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  (categories B3 and B4) for the full details of the technical standards which this category of machine must comply with.

 All gaming machines sited on casino, betting or AGC premises must comply with our gaming machine technical standards.


 B3 machines must display the 'theoretical target percentage return to player'. RTP is an average measured over a large number of games and will vary over a typical session due to normal game volatility.

 The manufacturer will decide on the game RTP.

 There is no minimum RTP requirement. However, the minimum average return must be displayed to the player for the game.

 The value displayed must be verified either by the manufacturer or accredited test lab for categories B1, B2, B3 and B3A.


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Gaming-machine-testing-strategy

 application/pdf PDF 84.6 kB](//assets.ctfassets.net/j16ev64qyf6l/4lfngIqTSdsaHZ7ojbzsWD/6b2715cec08df734398fef8f101b9363/Gaming-machine-testing-strategy.pdf) [Previous page
 B2 gaming machines](/licensees-and-businesses/guide/page/b2-gaming-machines)  [Next page
 B3A gaming machines](/licensees-and-businesses/guide/page/b3a-gaming-machines)

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


 There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)  .  These products are gaming machines and not lottery products. However, the type of game is limited to ‘lottery style games’.

 The game may appear to offer the player the illusion of some type of gamble or interaction as with other types of gaming machines, but the outcome of the game is predetermined by the virtual lottery ticket that the machine selects when the game starts.


Maximum stake:  £2  Maximum prize:  £500  Permitted location:  Members’ club or miners’ welfare institute only  Maximum number of machines:  Up to a maximum of 1


 B3A machines can only be made available in:

* [Members' clubs](/licensees-and-businesses/guide/members-clubs-and-commercial-clubs#what-is-a-members-club)  - for example, working men’s clubs, branches of the Royal British Legion and clubs with political ties, or
* Miners’ welfare institutes -  [as defined in the Licensing Act 2003 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2003/17/section/66?view=plain)  .

 Category B3A machines  **cannot**  be sited in commercial clubs. You must have a club machine permit from your local licensing authority to make them available.

 If you are a machine manufacturer or supplier you will need a gaming machine technical licence, which type will depend on the nature of your business.


 See our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  (category B3A) for the full details of the technical standards which this category of machine must comply with.

 All gaming machines sited on club or miners welfare institute premises must comply with our gaming machine technical standards.


 You must ensure these gambling products have been tested by a  [test house](/licensees-and-businesses/page/test-houses)  before they are released to the market. Test houses are also sometimes referred to as test labs.

 For categories A, B1, B2, B3, B3A, B4, C, D, server networked and downloadable, cashless payment, linked progressives and wireless networks refer to the  [gaming machine testing strategy](#4lfngIqTSdsaHZ7ojbzsWD)  .


 B3A machines must display the actual percentage return to player for each lottery class.

 The value displayed must be verified either by the manufacturer or accredited test lab for categories B1, B2, B3 and B3A.


 Tickets in the following types of lottery can be sold by means of a  [lottery ticket vending machine](/licensees-and-businesses/guide/lottery-ticket-vending-machines)  .

 This includes tickets in a:

* small society lottery (registered with a local authority)
* large society lottery (licensed by the Gambling Commission)
* private society lottery.

 This type of machine usually dispenses a scratchcard or pull-tab lottery ticket. There must be no element of skill or game play required by the purchaser and the machine must not determine the outcome of the lottery or display the result within an interval of less than one hour if it is to avoid being classed as a gaming machine and subject to the requirements for gaming machines.

 See our guidance on  [comparing lottery ticket dispensers and category B3A gaming machines (PDF)](//assets.ctfassets.net/j16ev64qyf6l/3ZWiJwRD8jihv9HEXYIQfI/09ec0ff7b17aef37a142074ef0b5eea0/Comparing-lottery-ticket-dispensers-and-category-b3a-gaming-machines-quick-guide__1_.pdf)  for detailed information about the differences between the two machines.

###  Manufacture and supply of lottery ticket vending machines

 You do not usually need a licence to manufacture or supply a genuine lottery ticket vending machine to someone lawfully promoting a lottery.

 Suppliers of lottery ticket vending machines must ensure that the services they offer do not constitute promoting a lottery - unless they have the necessary permission.

 For more information see our advice on  [organising small lotteries (PDF)](//assets.ctfassets.net/j16ev64qyf6l/41lzKMqOjNtgm2YUpem4OG/12065b4ada538e3863807dc51b9ff7c2/Organising-small-lotteries.pdf)  and  [promoting society and local authority lotteries](/licensees-and-businesses/guide/promoting-society-and-local-authority-lotteries)  . They contain details on where, and to whom, you can sell tickets for each kind of lottery and what permissions you'll need.


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Gaming-machine-testing-strategy

 application/pdf PDF 84.6 kB](//assets.ctfassets.net/j16ev64qyf6l/4lfngIqTSdsaHZ7ojbzsWD/6b2715cec08df734398fef8f101b9363/Gaming-machine-testing-strategy.pdf) [Previous page
 B3 gaming machines](/licensees-and-businesses/guide/page/b3-gaming-machines)  [Next page
 B4 gaming machines](/licensees-and-businesses/guide/page/b4-gaming-machines)

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)  .


 Maximum stake:  £2  Maximum prize:  £400  Permitted locations: * members' club, miners’ welfare club or commercial club
* bingo premises
* adult gaming centre
* betting shops
* tracks with pool betting
* 2005 Act and 1968 Act casinos.
 Maximum number of machines - members' club, miners’ welfare club or commercial club  Up to a maximum of 3

 Maximum number of machines - bingo premises and adult gaming centre  Up to a maximum of 20% of the total number of machines available for use on the premises

 Maximum number of machines - betting shops and tracks with pool betting  Up to a maximum of 4

 Any combination of categories B to D

 Maximum number of machines - 2005 Act large casino:  Up to a maximum of 150

 Any combination of categories B to D - subject to a machine to table ratio 5:1

 Maximum number of machines - 2005 Act small casino:  Up to a maximum of 80

 Any combination of categories B to D - subject to a machine to table ratio 2:1

 Maximum number of machines - 1968 Act casino:  Up to a maximum of 20

 Any combination of categories B to D -  **or**  any number of C or D machines instead


 B4 machines can only be made available in casino, betting shops, tracks with pool betting, bingo halls, adult gaming centres, members' clubs, miners’ welfare clubs or commercial clubs.

 [Members' clubs](/licensees-and-businesses/guide/members-clubs-and-commercial-clubs#what-is-a-members-club)  - for example, working men’s clubs, branches of the Royal British Legion and clubs with political ties - and Miners’ welfare institutes -  [as defined in the Licensing Act 2003 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2003/17/section/66?view=plain)  may site up to three machines from categories B3A, B4, C or D (only one can be B3A) with a club machine permit.

 [Commercial clubs](/licensees-and-businesses/guide/members-clubs-and-commercial-clubs#what-is-a-commercial-club)  may site up to three machines from categories B4, C or D (not B3A machines).

 AGC and bingo premises licences granted before 13 July 2011 are entitled to make available four (for AGC) or eight (for bingo) category B3/B4 gaming machines, or 20% of the total number of gaming machines, whichever is the greater.

 You must have one of the following to make them available:

* [non-remote 2005 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-2005-act-casino-operating-licence)
* [non-remote 1968 Act casino operating licence](/licensees-and-businesses/licences-and-fees/non-remote-1968-act-casino-operating-licence)
* [non-remote general betting standard operating licence](/licensees-and-businesses/licences-and-fees/non-remote-general-betting-standard-operating-licence)
* [non-remote pool betting operating licence](/licensees-and-businesses/licences-and-fees/non-remote-pool-betting-operating-licence)
* [non-remote bingo operating licence](/licensees-and-businesses/licences-and-fees/non-remote-bingo)
* [Adult Gaming Centre (AGC) licence](/licensees-and-businesses/licences-and-fees/adult-gaming-centre)
* gaming machine permit.

 If you are a machine manufacturer or supplier you will need a gaming machine technical licence, which type will depend on the nature of your business.


 See our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  (categories B3 and B4) for full details of the technical standards which this category of machine must comply with.

 All gaming machines sited on casino premises must comply with our gaming machine technical standards.


 Category B4, C, and D gaming machines can be tested via an independent  [test house](/licensees-and-businesses/page/test-houses)  or via the manufacturers own processes under strict controls. Test houses are also sometimes referred to as test labs.

 For categories A, B1, B2, B3, B3A, B4, C, D, server networked and downloadable, cashless payment, linked progressives and wireless networks refer to the  [gaming machine testing strategy](#4lfngIqTSdsaHZ7ojbzsWD)  .


 B4 machines must display the 'theoretical target percentage return to player'. RTP is an average measured over a large number of games and will vary over a typical session due to normal game volatility.

 The manufacturer will decide on the game RTP.

 There is no minimum RTP requirement. However, the minimum average return must be displayed to the player for the game.


 Some files may not be accessible for users of assistive technology. If you require a copy of the file in an accessible format  [contact us](/forms/formatrequest)  with details of what you require. It would help us to know what technology you use and the required format.

 **PDF Files**  Some PDF files cannot be displayed in a browser, you will see a message saying 'Please wait...'. If you see this message, you will need to download the file and open it in  [Adobe Acrobat Reader (opens in a new tab)](https://get.adobe.com/reader/)  .

 [Gaming-machine-testing-strategy

 application/pdf PDF 84.6 kB](//assets.ctfassets.net/j16ev64qyf6l/4lfngIqTSdsaHZ7ojbzsWD/6b2715cec08df734398fef8f101b9363/Gaming-machine-testing-strategy.pdf) [Previous page
 B3A gaming machines](/licensees-and-businesses/guide/page/b3a-gaming-machines)  [Next page
 C gaming machines](/licensees-and-businesses/guide/page/c-gaming-machines)

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


There are duties to be paid on gaming machines. You should read this information in conjunction with the  [guidance from HMRC on GOV.UK (opens in new tab)](https://www.gov.uk/hmrc-internal-manuals/vat-betting-and-gaming/vbandg08110)


 Pubs and other alcohol licensed premises are automatically entitled to two category C or D gaming machines upon notification to the local licensing authority of their intention to make gaming machines available for use.

 Licensing authorities can issue gaming machine permits which allow additional category C and D gaming machines to be provided.

 Where a gaming machine permit authorises the making available of a specified number of gaming machines in particular premises, this will effectively replace, and not be in addition to, any automatic entitlement to two machines.


Members' clubs and miners' welfare institutes

 [Members' clubs](/licensees-and-businesses/guide/members-clubs-and-commercial-clubs#what-is-a-members-club)  - for example working men’s clubs, branches of the Royal British Legion and clubs with political ties - and Miners’ welfare institutes  [as defined in the Licensing Act 2003 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2003/17/section/66?view=plain)  may site up to three machines from categories B3A, B4, C or D (only one can be B3A) with a club machine permit.

 [Commercial clubs](/licensees-and-businesses/guide/members-clubs-and-commercial-clubs#what-is-a-commercial-club)  may site up to three machines from categories B4, C or D (not B3A machines).