 Gambling businesses must comply with the relevant requirements set out in LCCP, the  [Data Protection Act 2018 (opens in new tab)](https://www.legislation.gov.uk/ukpga/2018/12/contents/enacted)  and  [Privacy and Electronic Communications Regulations (PECR) (opens in new tab)](https://ico.org.uk/for-organisations/guide-to-pecr/what-are-pecr/)  when using affiliates to undertake direct marketing. We, and the ICO, consider that you are primarily responsible for any breaches.

 You should address the risks associated with using affiliates to acquire customers on your behalf through direct marketing by email or SMS. Those who have self-excluded are particularly vulnerable due to the risk of problem gambling harm and the sensitivity of their personal data.

 You could manage the risk of an affiliate marketing to those who have self-excluded by ensuring that the affiliate removes from its marketing list any individual who has self-excluded. However, you will be held responsible if the affiliate does not process and manage that data appropriately.


Ensuring self-excluded customers do not receive marketing materials

Taking action on failures to prevent marketing material being sent to self-excluded customers

 It is a breach of the social responsibility code if you are unable to demonstrate that you had taken all reasonable steps to prevent marketing materials from being sent to self-excluded customers.

 You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet to make a positive decision to return to gambling. We will consider such cases in light of the specific circumstances involved but we would be unlikely to accept that you had taken all reasonable steps if there was a single point of failure (such as a mistake by one member of staff or at a single stage of the process) which had led to marketing materials being sent to self-excluded customers.

 In any case where we determine that you have not taken reasonable steps to prevent a self-excluded customer from receiving marketing material we may take regulatory action against the business, the relevant Personal Management Licence holders, or both.  Social responsibility code provision 1.1.2 (Responsibility for third parties) requires you to take responsibility for third parties with whom you contract for the provision of any aspect of your business related to the licensed activities.

 Where you have a relationship with a third party which sends marketing materials to customers, you must take all reasonable steps to ensure that the provisions of social responsibility code provision 3.5.3 are not breached.


You should also take the same steps to prevent marketing to customers whose self-exclusion has expired but who are yet to make a positive decision to return to gambling.


Issues to be aware of and manage to prevent failures from occurring within your business

 Operators who have sent marketing material to self-excluded customers in error have reported that this occurred for one or more of the following reasons:

* individual members of staff using manual “work-arounds” of systems designed to ensure that the accounts of self-excluded customers are excluded from e-mail and SMS marketing campaigns
* members of staff not following policies and procedures
* the recycling of old customer lists which had not been updated to remove the contact details of self-excluded customers
* technical vulnerabilities in control systems
* failures to clearly differentiate between those customers who had taken advantage of other gambling control tools (such as time-outs) and those who had self-excluded.

 Operators have informed us that following incidents of this kind, they have taken steps to prevent a recurrence including:

* addressing single point of failures (that is, parts of the relevant systems that, if they fail, will stop the entire system from working)
* removing the ability for staff to use manual work-arounds
* introducing additional checks, controls and failsafe mechanisms.


 The following code is relevant to this section:

 [LCCP: Ordinary code 8.1.1](/licensees-and-businesses/lccp/condition/8-1-1-information-requirements-ordinary-code)

 You should notify us of any matters which in your view could have a material impact on your business or affect your compliance.

 Given the potential impact on vulnerable people, we expect all incidents in which you, or one of your affiliates, send marketing material to self-excluded customers to be reported as a  [key event](/licensees-and-businesses/guide/key-events-for-operators)  .

 Such incidents are likely to breach the  [Privacy and Electronic Communications Regulations (PECR) (opens in a new tab)](https://ico.org.uk/for-organisations/guide-to-pecr/what-are-pecr/)  and should also be reported to the Information Commissioner’s Office (ICO).

 The ICO has also produced  [direct marketing guidance (opens in a new tab)](https://ico.org.uk/media/1555/direct-marketing-guidance.pdf)  . This includes helpful information on PECR and Section 11 of the DPA, as well as practical advice on safeguards such as the maintenance of marketing suppression lists.


* [Ensuring self-excluded customers do not receive marketing materials](#)
* [Affiliates or third parties](#affiliates-or-third-parties)
* [Where self-exclusion has expired](#where-self-exclusion-has-expired)
* [Key events: reporting incidents](#key-events-reporting-incidents)

 [Print this guide](#)


 Operators must comply with consumer protection laws and treat customers in a fair, open and transparent way. This extends to operators’ terms and conditions and practices.

 The Licence Conditions and Codes of Practice (LCCP) contain relevant requirements at licence condition  [7.1 (Fair and transparent terms and practices)](/licensees-and-businesses/lccp/condition/7-1-1-fair-and-transparent-terms-and-practices)  and code of practice provision  [5.1.9 (Rewards and bonuses – other marketing requirements)](/licensees-and-businesses/lccp/condition/5-1-9-other-marketing-requirements)  .

 The Competition and Markets Authority (CMA) is the lead regulator for consumer protection law. The CMA has set out  [clear principles that apply to online gambling operators (opens in a new tab)]( https://assets.publishing.service.gov.uk/media/5b87cd2a40f0b63c9ca2b51d/Further_information_for_online_gambling_companies.pdf)  in relation to their promotions, practices, and account withdrawals. We work closely with the CMA in this area.

 You must adhere to the CMA’s principles in order to demonstrate compliance with licence conditions and to ensure that gambling is provided fairly. This is in line with the second licensing objective of ensuring that gambling is conducted in a fair and open way.

 You can also see  [guidance produced by the CMA (opens in a new tab)](https://www.gov.uk/government/publications/online-gambling-promotions-dos-and-donts)  to help you review your practices and ensure terms and conditions are in line with consumer protection law.

 The following guidance is built on these principles.

 [Next page
 Transparency](/licensees-and-businesses/guide/page/transparency)

---

 Last updated: 15 February 2022

 Show updates to this content  No changes to show.


Approved Alternative Dispute Resolution (ADR) providers

 The following Alternative Dispute Resolution (ADR) providers have been approved for the purposes of the  [Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and information) Regulations 2015 (opens in new tab)](https://www.legislation.gov.uk/uksi/2015/542/contents/made)  .

 The ADR Regulations specify the information required to be included in the list of approved ADR providers.

>  Licensed operators are required only to use one or more ADR entity which has been  [approved by us](#approved-providers)  , the designated competent authority for gambling. ADR entities and Licensed operators must be fully compliant with the ADR Regulations.
>
>


We require Licensed operators to only use providers who meet our requirements, as well as those detailed in the ADR Regulations.


 The following providers currently meet our requirements and the requirements detailed in the ADR Regulations. Select a provider to read more and find contact details.

 ADR providers and their sectors |  Provider  |  Sectors  |
| --- | --- |
|  [ADR group](/licensees-and-businesses/guide/page/adr-group)  | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors)
 |
|  [Pegasus ADR Service](/licensees-and-businesses/guide/page/pegasus-adr-service)  | * Adult Gaming Centre
* Family Entertainment Centre
* Non-remote bingo
* Public houses and members' clubs
 |
|  [Centre for Effective Dispute Resolution (CEDR)](/licensees-and-businesses/guide/page/centre-for-effective-dispute-resolution-cedr)  | * Adult Gaming Centre
* Family Entertainment Centre
* Lotteries
* Remote (all sectors)
 |
|  [eCOGRA](/licensees-and-businesses/guide/page/ecogra)  |  All sectors  |
|  [IBAS](/licensees-and-businesses/guide/page/ibas)  | * Remote (all sectors)
* Adult Gaming Centre
* Betting
* Bingo
* Casino
* Lotteries
 |
|  [Lindsays](/licensees-and-businesses/guide/page/lindsays)  |  Lotteries  |
|  [ProMediate](/licensees-and-businesses/guide/page/promediate)  |  All sectors  |
|  [Tattersalls Committee](/licensees-and-businesses/guide/page/tattersalls-committee)  |  All sectors  |

##  ADR group

##  Contact ADR group

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  Pegasus ADR Service

##  Contact Pegasus ADR Service

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  Centre for Effective Dispute Resolution (CEDR)

##  Contact CEDR

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  eCOGRA

##  Contact eCOGRA

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  IBAS

##  Contact IBAS

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  Lindsays

##  Contact Jennifer Gallagher - Lindsays

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  ProMediate

##  Contact ProMediate

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  Tattersalls Committee

##  Contact Tattersalls Committee

##  Fees charged by the ADR entity

##  Languages

##  Sectors and categories

##  How the procedure can be carried out

##  Outcome of the ADR procedure

##  Grounds for refusal

##  Files


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/)  .

 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)  .


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.


* 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 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.


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)  .

 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)  .


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


* 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.


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/)  .

 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 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.


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)  .

 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 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.


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/)  .

 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.


 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 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.


 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//)  .

 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.


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/)  .

 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 outcome is non-binding.


* 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.


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


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.


 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/)  .

 [Alternative dispute resolution (ADR) in the gambling industry: standards and guidance for ADR providers

 application/pdf PDF 309.2 kB](//assets.ctfassets.net/j16ev64qyf6l/4IcqSrVBV0t2pJmxEEC6wQ/350c490467df810786068334ddef5d2c/ADR-in-the-gambling-industry-guidance.pdf)

---

 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.


* [Approved Alternative Dispute Resolution (ADR) providers](#)
* [ADR group](#adr-group)
* [Pegasus ADR Service](#pegasus-adr-service)
* [Centre for Effective Dispute Resolution (CEDR)](#centre-for-effective-dispute-resolution-cedr)
* [eCOGRA](#ecogra)
* [IBAS](#ibas)
* [Lindsays](#lindsays)
* [ProMediate](#promediate)
* [Tattersalls Committee](#tattersalls-committee)

 [Print this guide](#)


>  Licensed gambling operators are required to meet certain standards when handling complaints. They must also offer dispute resolution by an independent third party or Alternate Dispute Resolution (ADR) provider.
>
>

##  How to handle customer complaints

 Gambling Commission's Handling complaints and Alternate Dispute Resolution (ADR): Developing complaints handling policies. ##  Developing complaints handling policies

##  Timescales to respond

##  Escalating to an Alternative Dispute Resolution

##  ADR guidance for businesses

##  What you must do

##  ADR requirements only apply to businesses which contract directly with consumers

##  Unlicensed gambling operators

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


 You must make sure your policies and procedures for accepting and handling complaints are fair, open and transparent.

 Your procedures must give customers clear and accessible information on how to make a complaint.

 They must also include:

* the timescales you will take to respond
* information about how the customer can escalate the complaint, if they are not satisfied.

 You must have arrangements in place for your customers to be able to refer any dispute to an ADR provider if you have been unable to resolve the dispute within  **8 weeks**  of receiving it.

 You must also take account of any applicable learning or guidance that we publish and change your policies and procedures as necessary.


>  We expect you to follow our  [guidance on how we expect you to handle complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting)  .
>
>

 This guidance:

* sets out the minimum standards we expect from you in handling customer complaints
* provides guidance on implementing  [social responsibility code provision 6.1.1 - Complaints and disputes](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes)  as set out in our  [Licence Conditions and Codes of Practice](/licensees-and-businesses/lccp/online)
* summarises what we require you to report to us about complaints you receive.

###  The guidance gives you some flexibility in how you comply

 In the guidance, we use the word ‘must’ for a legal obligation that you must follow. We use the word ‘should’ as a recommendation of good practice that we expect you to follow. We will expect you to be able to explain the reasons if you depart from that good practice standard.

 You should accept complaints made in person, over the phone or by email where such facilities exist, or via third party intermediaries or support tools, such as the  [free online tool Resolver (opens in new tab)](https://www.resolver.co.uk/)  .

###  What you should do when handling complaints

 You should provide the customer with written confirmation that they have reached the end of your complaints procedure at the end of  **8 weeks**  after receiving the initial complaint (or sooner, if you reach the end of your complaints process sooner), with information about how to escalate the case to ADR.

 You should also respond to enquiries from ADR providers within  **10 working days**  of receiving the request.

>  You should not impose unreasonable time limits for customers to make complaints.
>
>


 The entire complaints process takes 8 weeks or less.

1. ##  Receive the complaint
2. ##  Acknowledge receipt
3. ##  Investigate and issue a decision
4. ##  If the customer is satisfied with the outcome
5. ##  If the customer is not satisfied with the outcome
6. ##  Write to the customer confirming the end of the process


This is day one of the process.


 You should give customers an acknowledgement of the complaint as soon as reasonably possible and within  **3 working days**  of receiving it.

 If your business offers 24-hour gambling facilities, you should give acknowledgement within  **24 hours**  of receiving the complaint.


We encourage you to be open and transparent when handling complaints.


If the customer is satisfied with the outcome

This is the end of the process. You should then issue a final response in writing.


If the customer is not satisfied with the outcome

 You may choose to put in place procedures so that the complaint can be escalated within the business.

 You must ensure that the entire complaints process, including any internal escalation, takes no longer than eight weeks from when you first received the complaint.


Write to the customer confirming the end of the process

 The letter should explain the final decision and that this is the end of the business’s complaints process. It should also explain how the customer can escalate their complaint to an independent ADR entity if they want to.

 The process ends if the customer’s complaint remains unresolved after eight weeks, or if you and the customer reach a deadlock or final position in less than 8 weeks.


Escalating to an Alternative Dispute Resolution

 You must offer customers dispute resolution free of charge if a dispute about the outcome of their gambling transaction has not been resolved by your complaints procedure within 8 weeks or earlier.

 You must choose an  [approved ADR provider](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers)  . You can have more than one ADR provider but you must tell customers which is the relevant one for their dispute.


>  We recommend you follow  [guidance on alternative dispute resolution (opens in new tab)](https://www.businesscompanion.info/node/491/mid/1656)  originally produced by the Department for Business, Innovation and Skills (now  [Department for Business, Energy & Industrial Strategy (opens in new tab)](https://www.gov.uk/government/organisations/department-for-business-energy-and-industrial-strategy)  .
>
>


 We have summarised the requirements for licensed gambling operators and ADR as follows.

###  Offer binding decisions

 We expect you to offer ADR which is binding (if accepted by the customer) for disputes which would otherwise be taken to the small claims court. These are disputes of no more than £10,000.

 For disputes over £10,000, the ADR procedure does not need to be binding. For example, this would mean that mediation could be used for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.

###  What you must tell your customers

 You must provide information to you customers in a clear, comprehensible, and accessible way.

 Your terms and conditions of sale or service contracts must include information about the ADR provider you use to resolve disputes.

 This includes:

* their name
* contact details
* website address.

###  Retention of ADR information and records

 You need to have appropriate arrangements in place to retain the information and records necessary to facilitate effective procedures for dealing with customer complaints and disputes.

>  Failure to hold records and information may result in a dispute being resolved in the customer's favour if you cannot produce appropriate records or evidence.
>
>


ADR requirements only apply to businesses which contract directly with consumers

However, 'B2B' operators should support ADR processes. For example, by providing information to the businesses with which they contract to support investigation of a dispute.


 Gambling businesses which are not licensed by the Commission are not required by us to offer dispute resolution. For example, unlicensed family entertainment centres or pubs and clubs with gaming machines.

 However, we recommend you read the  [alternative dispute resolution guidance](/licensees-and-businesses/guide/handling-complaints-and-alternate-dispute-resolution-adr#adr-guidance-for-businesses)  in full to ensure your business is compliant with the law.


* [Handling complaints and Alternate Dispute Resolution (ADR)](#)
* [How to handle customer complaints](#handling-complaints)
* [Developing complaints handling policies](#developing-complaints-handling-policies)
* [Timescales to respond](#timescales-for-the-complaints-process)
* [Escalating to an Alternative Dispute Resolution](#escalating-to-an-alternative-dispute-resolution-adr)

 [Print this guide](#)


Become an approved Alternative Dispute Resolution (ADR) provider

 You must have approval from the Gambling Commission to provide dispute resolution services to the gambling industry.

 Gambling operators are only able to use  [approved Alternative Dispute Resolution (ADR) providers](/licensees-and-businesses/guide/approved-alternative-dispute-resolution-adr-providers)  .

 If you want to offer ADR in another industry, you may need to gain approval from the relevant competent authority for that industry as well.


 You should:

* make sure you read the requirements - view and download the  [Alternative Dispute Resolution for Consumer Disputes regulations (opens in new tab)](#)  on legislation.gov.uk
* be familiar with consumer rights legislation, such as unfair terms
* consider issues such as whether a particular term at the heart of a dispute is unfair.


 You'll need to complete an  [ADR application form](#4EweFN4UURle4GTRTKkeaD)  and return it to us.

 There are no costs to apply.

###  Email

 [Licensing@gamblingcommission.gov.uk](mailto:Licensing@gamblingcommission.gov.uk)


 You must inform us whenever any of your information changes.

 You should also follow our  [standards and guidance for ADR providers](#4IcqSrVBV0t2pJmxEEC6wQ)  , which sets out how we expect ADR providers to operate.


 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/)  .

 [Alternative Dispute Resolution (ADR) form

 application/CDFV2 CDFV2 1.2 MB](//assets.ctfassets.net/j16ev64qyf6l/4EweFN4UURle4GTRTKkeaD/8489543ac74dd036c9f7ec4b62712724/ADR-application-form.doc) [Alternative dispute resolution (ADR) in the gambling industry: standards and guidance for ADR providers

 application/pdf PDF 309.2 kB](//assets.ctfassets.net/j16ev64qyf6l/4IcqSrVBV0t2pJmxEEC6wQ/350c490467df810786068334ddef5d2c/ADR-in-the-gambling-industry-guidance.pdf)

---

 Last updated: 13 April 2022

 Show updates to this content  No changes to show.


Good practice complaints handling: tips for licensees

 Following a review of complaints policies, this guide includes recommendations for licensees for good practice complaints handling.

 The Commission reviewed 34 licensee complaints policies, from a range of sectors, and found a number of areas where licensees could make improvements. The recommendations should help make the complaints process easier and more accessible for consumers.

 These tips are to help licensees effectively deal with consumer complaints. They are not intended to replace our requirements around complaints handling under  [social responsibility code 6 of the Licence conditions and codes of practice](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes)  or our  [complaints and disputes guidance](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting)  , which includes both legal obligations and recommendations of good practice.

 Licensees should:


Include a link to your complaints procedure on your homepage

Our review found that some complaints procedures were difficult to find on licensees' websites, sometimes found within lengthy terms and conditions. Good practice is to have a direct link to your complaints procedure on the homepage of your website.


Use plain English and avoid jargon or legalese

 [Research from the legal sector on the complaints process (PDF) (opens in new tab)](https://www.legalombudsman.org.uk/media/blifooha/language-of-complaints-report.pdf)  has shown that customers believe using complicated ‘legalese’ language is designed to intimidate them. It also leads to them perceiving the process of making and persevering with a complaint as onerous and confusing.

 Our review saw examples of licensees using legal terminology in their complaints policies and having jargon-like team names and processes that could cause confusion for consumers.

 You should remember that literacy levels vary significantly across the population and that a consumer reading your policy may not speak English as their first language. There are freely available tools that can assess the reading level needed to understand a piece of text.


Have a short and clear process for complaints

 Examples of good practice we saw in our review were policies with 3 stages:

1. initial complaints
2. escalation within the organisation, often to a senior team
3. escalation to an independent alternative dispute resolution (ADR) provider.

 When someone has reached the end of each stage of this process, it should be clearly explained how and when to escalate.


Tell people what information you need to investigate their complaint

It helps consumers to articulate their complaint if you explain to them what information you need to process it. It will prevent delay and help you to investigate the complaint quickly if you have all of the information you need at the outset. It will also help you and the ADR provider to investigate if the complaint is escalated. Key information from the examples we saw included: account information, details of the complaint and any key dates, what the consumer would like you to do to resolve the complaint.


Include details of the 8 week time limit for resolving complaints or issuing a final response

We understand many licensees aim to resolve complaints well within the 8-week time limit, with many saying they aim to provide responses within 24 hours or 5 working days. However, as required by  [Social Responsibility code provision 6.1.1.2](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes)  , the overall timeframe to deal with complaints is 8 weeks, and licensees should include this in their complaints procedures so consumers know there is a definitive end point.


Be clear when you have given a final decision or reached ‘deadlock’

 We saw few examples of licensees referring to ‘deadlock’. This is when a consumer has reached the end of their complaints process but a resolution has not been reached, after which they can escalate to an ADR provider.

 This was also raised by ADR provider IBAS as an area that could require more clarity, so they are clear when they can proceed to investigate. In  [IBAS’ 2020/21 annual report (PDF) (opens in new tab)](https://ibas-uk.com/media/1085/ibas-annual-report-2020-final.pdf)  they stated that they have found the introduction of ‘deadlock’ letters and emails largely effective where introduced, but that more can and should be done to explain the escalation process to consumers.

 While you do not have to use the term ‘deadlock’ you should be clear when you have provided your full and final response, and signpost to your ADR provider accordingly.


Include clickable links and check that they work

We saw examples of licensees who signposted people to their contact methods for making complaints, or how to escalate to an ADR provider, but did not include the links for them, or the links did not work. We also saw examples of licensees with incorrect or out of date information included in their policies.


Utilise technology to help guide people but always provide alternative contact methods

Many licensees now accept complaints via Live Chat, which we understand is an efficient and quick way for complaints to be resolved early on. Similarly, we saw an example of an operator using ‘decision tree’ technology to filter people through relevant FAQs to help guide them to the most relevant information. While these are helpful features, it is important to still offer alternative ways for people to contact you and not mandate that people complain via one method only.


Be accessible for all, including vulnerable people, and make adjustments where required

 We saw very few examples of licensees acknowledging that people may need reasonable adjustments and that they would consider taking these into account when handling a consumer’s complaint. As  [research for Citizen’s Advice on consumer experiences of complaints handling (PDF) (opens in new tab)](https://www.citizensadvice.org.uk/Global/CitizensAdvice/Consumer%20publications/Understanding%20consumer%20experiences%20of%20complaint%20handling_DJS%20report%20final_June2016%20(2)%20(1).pdf)  found, consumers want a range of methods to raise a complaint and communicate with an organisation. All routes need to be accessible and considerate towards anyone with a physical or cognitive impairment or disability.

 The  [Ombudsman Association’s Principles of good complaint handling (opens in new tab)](https://www.ombudsmanassociation.org/best-practice-and-publications/principles-good-complaint-handling)  tells their members that a complainant’s personal situation and background should not be a barrier to bringing a complaint.

 Our  [guidance on complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting/3-complaints-handling-requirements)  states that licensees should accept customer complaints made in person, spoken or written, over the telephone or via email where facilities exist, or via third party intermediaries or support tools such as Resolver. If a customer informs a licensee that they are having difficulties raising a complaint, or are in a vulnerable situation, the licensee should ask how they can assist.


Our Contact Centre team told us that they have seen examples where there are no records of conversations where people have complained via Live Chat. As required by  [SR code provision 6.1.1.7](/licensees-and-businesses/lccp/condition/6-1-1-complaints-and-disputes)  , licensees should keep records of customer complaints and disputes, regardless of how the complaint was raised.


Utilise Resolver and other consumer support tools

We do not endorse Resolver’s service nor require licensees to sign up to it. However, we know many consumers have found its support helpful when making a complaint. It is vital that your complaints procedure is accessible enough so that people do not need to involve a third party, but you should still accept complaints raised this way.


Provide clear signposting to ADR providers

 Our  [guidance on complaints and disputes](/guidance/complaints-and-disputes-procedural-information-provision-and-reporting/5-adr-requirements)  says that licensees should provide consumers with the contact details for their ADR provider, and, where necessary, details of any limitation on the nature or subject matter they can deal with (for example if the ADR provider only deals with a particular sector of gambling).

---

 Last updated: 21 July 2022

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 A gaming machine is defined by the  [Gambling Act 2005 (opens in new tab)](http://www.legislation.gov.uk/ukpga/2005/19/contents)  as a machine that is designed or adapted for use by individuals to gamble - whether or not it can also be used for other purposes.

 Most gaming machines are of the reel-based type. These are also known as fruit, slot, or jackpot machines.


 Gaming machines fall into categories depending on the maximum stake and prize available.

 The categories are:

* A - Category A machines are the only machines with unlimited stakes and prizes. However, no category A gaming machines are currently permitted.
* [B1](/licensees-and-businesses/guide/page/b1-gaming-machines)
* [B2](/licensees-and-businesses/guide/page/b2-gaming-machines)
* [B3](/licensees-and-businesses/guide/page/b3-gaming-machines)
* [B3A](/licensees-and-businesses/guide/page/b3a-gaming-machines)
* [B4](/licensees-and-businesses/guide/page/b4-gaming-machines)
* [C](/licensees-and-businesses/guide/page/c-gaming-machines)
* [D](/licensees-and-businesses/guide/page/d-gaming-machines)


Skill with prizes (SWPs) are not gaming machines

Read more about the  [differences between SWPs and gaming machines](/licensees-and-businesses/guide/page/skill-with-prize-machines)  .


Other systems which are not gaming machines

 Devices or systems which are not defined as gaming machines include:

* domestic or dual-use computers
* telephones or other machines for facilitating communication
* machines designed or adapted to bet on future real events
* lottery terminals
* in a bingo premises, machines designed or adapted for the playing of bingo (including by way of prize gaming)
* machines designed or adapted for the playing of bingo, by way of prize gaming, where a family entertainment centre gaming machine permit or a prize gaming permit is held
* semi-automated casino games
* wholly-automated casino games.

##  B1 gaming machines

##  Requirements for B1 gaming machines

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  B2 gaming machines

##  Requirements for B2 gaming machines

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  B3 gaming machines

##  B3 gaming machines requirements

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  B3A gaming machines

##  B3A gaming machines requirements

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  Lottery ticket vending machines

##  B4 gaming machines

##  B4 gaming machines requirements

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  C gaming machines

##  Pubs and alcohol licensed premises

##  Members' clubs and miners' welfare institutes

##  C gaming machines requirements

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

##  D gaming machines

##  Combinations of stake and prizes

##  Pubs and alcohol licensed premises

##  Members' clubs and miners' welfare institutes

##  Bingo machines

##  Licences and permits required

##  Gaming machine technical standards

##  Test houses

##  Return to player (RTP)

---

 Last updated: 1 November 2021

 Show updates to this content  No changes to show.


 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.


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.

* [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)  .


 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.


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


 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)  .


 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.


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.


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.


 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.


 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.


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.

 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.

* [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.


 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.


 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.

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


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.


 Maximum stake:  £1  Maximum prize:  £100  Permitted locations: * pubs
* licensed FEC
* 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 - pubs  Up to a maximum of 2

 or, specified amount with a permit from the Local Authority

 Maximum number of machines - members' club, miners’ welfare club or commercial club  Up to a maximum of 3

 Maximum number of machines - bingo premises, adult gaming centre and FEC  No limit

 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


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

 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)
* [Family Entertainment Centre (FEC) licence](/licensees-and-businesses/licences-and-fees/family-entertainment-centre)
* alcohol licensed premises
* gaming machine permit.


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

 All gaming machines sited on licensed or permitted premises must comply with our gaming machine technical standards.


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

 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)  .


Category C 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.


 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)  Generally, Category D machines are low-stake fruit machine style machines, coin pushers (sometimes called penny falls) or crane grabs.

 View and download  [examples of crane-type machines](#4b5lhlWFepkLmusnfWTcCa)  .

 Category D machines can be located in the following places:

* casinos
* betting shops
* tracks with pool betting
* bingo premises
* Adult Gaming Centres (AGCs)
* members' clubs
* miners’ welfare clubs or commercial clubs
* Family Entertainment Centres (FECs)
* pubs
* travelling fairs
* unlicensed family entertainment centres (UFECs) with a permit.

 However, their use in premises other than adult gaming centres, family entertainment centres, pubs and travelling fairs is unusual.

 There are five different combinations of stake and prize for the various types of category D machine.


 Category D machine combinations |  Combinations  |  Stake  |  Maximum prize  |
| --- | --- | --- |
|  D money prize  |  10p  |  £5  |
|  D non-money prize (other than crane grab machine)  |  30p  |  £8  |
|  D non-money prize (crane grab machine)  |  £1  |  £50  |
|  D combined money and non-money prize (other than coin pusher or penny falls machines)  |  10p  |  £8 (of which no more than £5 may be a money prize)  |
|  D combined money and non-money prize (coin pusher or penny falls machine)  |  20p  |  £20 (of which no more than £10 may be a money prize)  |


 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](/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).

 Travelling fairs may site any number of category D gaming machines.


Some category D gaming machines are designed or adapted to play bingo as a prize game. If you have prize gaming permit or a family entertainment centre permit you can make these machines available to play. The machines must comply with our Gaming machine permits code of practice


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)  for full details of the technical standards which this category of machine must comply with:

* complex category D
* non-complex category D machines
* B3, B4, C and D legacy machines.

 All gaming machines 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)  (sometimes referred to as test labs), or by the manufacturers' own processes under strict controls.

 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)  .


 Category D machines must display the “theoretical target percentage return to player” unless they are crane grab or penny falls machines.

 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.


* [Gaming machine categories](#)
* [B1 gaming machines](#b1-gaming-machines)
* [B2 gaming machines](#b2-gaming-machines)
* [B3 gaming machines](#b3-gaming-machines)
* [B3A gaming machines](#b3a-gaming-machines)
* [B4 gaming machines](#b4-gaming-machines)
* [C gaming machines](#c-gaming-machines)
* [D gaming machines](#d-gaming-machines)

 [Print this guide](#)


Display of licensed status technical requirements

 These requirements cover remote operators, business-to-business operators, and non-commercial societies, local authorities, and external lottery managers (which offer the supply of lottery tickets on websites or mobile applications).

 The following codes are relevant to this section:

* [LCCP: Licence condition 8.1.1](/licensees-and-businesses/lccp/condition/8-1-1-display-of-licensed-status-remote-operators )
* [LCCP: Licence condition 8.1.2](/licensees-and-businesses/lccp/condition/8-1-2-display-of-licensed-status-b2b-operators)
* [LCCP: Licence condition 8.1.3](/licensees-and-businesses/lccp/condition/8-1-3-display-of-licensed-status-societies-and-local-authorities)
 The LCCP requires that these types of licensees display, on their websites and mobile applications:

* a statement that they are licensed and regulated by us
* their account number
* a link (which will be supplied by us) to their current licensed status as recorded on our website.


Licensees are to use the following formats when displaying their licensed status:

###  Format of statement, account number and link to be displayed – single licence operating from a single website or mobile application

 '(Insert licensee’s name) is licensed and regulated in Great Britain by the Gambling Commission under account number (insert account number).'

##  Example

###  Format of statement, account number and link to be displayed - multiple licences operating from a single website or mobile application

 '(Insert licensee name), (Insert licensee name), (Insert licensee name) and (Insert licensee name) are licensed and regulated in Great Britain by the Gambling Commission under account numbers (insert account number), (insert account number), (insert account number) and (insert account number).'

##  Example

##  Notes


HotSlotsRUs Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 12345.


HotSlots10 Limited, HotSlots11 Limited, HotSlots12 Limited and HotSlots13 Limited are licensed and regulated in Great Britain by the Gambling Commission under account numbers 12345, 23456, 34567 and 45678.


###  Licensee name

 The licensee name used in the statement must match the one by which the operator is registered with us and which appears on our  [Public Register](/public-register/businesses)  of licence holders.

###  Account number

 A licence number is usually in the following format 000-012345-N-987654-001. For the purposes of display of licensed status, account numbers are to be used. This is the first block of 6 digits, removing any leading zeros where they exist. So, in this example the account number is ‘12345’.

 Leading zeros must be omitted from the licensee’s account number.

 A licensee’s account number is included within the statement formats above, so there is no requirement to display this separately on a licensee’s screens.

###  Link

 The link to our  [Public Register](/public-register/businesses)  of licence holders will be provided by us. The link is to be hyperlinked to the account number within the statement of licensed status. The link should be identifiable as such; therefore, the account number should be underlined and in a different colour font.

>  It is important that the link directs to the licensee’s record on our public register and not to our home page or the landing page for our public register digital service.
>
>

###  Non-commercial societies, local authorities, and external lottery managers

 Non-commercial society lotteries and local authority licensees must display the mandated statement, account number and link on every screen from which consumers are able to access lottery products provided in reliance on the licence to which the displayed licence status refers.

 External Lottery Managers should display their own licensed status on websites or mobile applications they make arrangements for on behalf of non-commercial society lotteries and local authority licensees. In such cases, it is good practice to list the account numbers of the respective lotteries on a separate page on their website or mobile application that consumers can access should they need to.

###  Typography and accessibility

 The mandated statement, account number and link must be readily accessible to consumers. Font type, size, styling, spacing, colour and placement should be appropriate to this need.

---

 Last updated: 11 June 2021

 Show updates to this content  No changes to show.


 These standards are our requirements around game features, display notices and general machine operation, including metering.

>  Operators or end users should not rely upon these standards as a measure of reliability, quality or minimal security standards.
>
>

 These standards allow equivalence between different types of technology and do not specify ownership products or technologies. Testing regimes for these standards will permit equivalent international standards.

 The technical standards are not intended to limit game content or the use of new technological development provided that the objectives of the standards are met.

 Gaming machine technical standards can be downloaded for each category of machine.

 [Gaming machine standards - categories A and B1 (PDF)](#1CjVvBJBstdDpdgbgZY5Ir)
 [Gaming machine technical standards – category B2 (PDF)](#1nBBkhdTrtSx3X8QstTbbw)
 [Gaming machine technical standards – categories B3 & B4 (PDF)](#4ZVkArteqAIVGOoV8FXckB)
 [Gaming machine technical standards - category B3A (PDF)](#3DnXT7RwiUCqiP83q1WH0B)
 [Gaming machine technical standards - category C (PDF)](#2GNpL9dNnxsBYSDuOtQHnl)
 [Gaming machine technical standards - complex category D (PDF)](#18mBkDeNlnwpk3ZGPTB18p)
 [Gaming machine technical standards - non-complex category D machines (PDF)](#1jEM8s3l059x0wfXwzu21U)
 [Gaming machine technical standards - B3, B4, C and D legacy machines (PDF)](#18pFz9Lu7g6wW8vo9JMZ0z)
 [Gaming machine technical standards - cashless payment machine systems (PDF)](#1BD7frZmKO0NloPx0aJ1aj)
 [Gaming machine technical standards - linked progressives (PDF)](#3QWtHnDH80kKackdO38ib6)
 [Gaming machine technical standards - wireless network (PDF)](#1PvjKZb1SJnbPzxMKSyZw0)
 [Gaming machine technical standards - server networked and downloadable (PDF)](#3pboIKtjv3OQouWQ2nJZL1)


 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) [Machine-standards-category-A-and-B1

 application/pdf PDF 99.2 kB](//assets.ctfassets.net/j16ev64qyf6l/1CjVvBJBstdDpdgbgZY5Ir/69af26fe3d5fb78acb8e5f3f6e094493/Machine-standards-category-A-and-B1.pdf) [Machine-standards-category-B2

 application/pdf PDF 88.9 kB](//assets.ctfassets.net/j16ev64qyf6l/1nBBkhdTrtSx3X8QstTbbw/c7a2846241278bdb161f2c8b8f2c8882/Machine-standards-category-B2.pdf) [Machine-standards-category-B3-and-B4

 application/pdf PDF 88.9 kB](//assets.ctfassets.net/j16ev64qyf6l/4ZVkArteqAIVGOoV8FXckB/f470c543ef4f16b598f832640ccc9b9f/Machine-standards-category-B3-and-B4.pdf) [Machine-standards-category-B3A

 application/pdf PDF 79.0 kB](//assets.ctfassets.net/j16ev64qyf6l/3DnXT7RwiUCqiP83q1WH0B/716fdc37ca861f20b42f4a27fa781085/Machine-standards-category-B3A.pdf) [Machine-standards-category-C

 application/pdf PDF 93.1 kB](//assets.ctfassets.net/j16ev64qyf6l/2GNpL9dNnxsBYSDuOtQHnl/30562e2b20058bea7474b8b353b08a9c/Machine-standards-category-C.pdf) [Machine-standards-complex-category-D

 application/pdf PDF 88.8 kB](//assets.ctfassets.net/j16ev64qyf6l/18mBkDeNlnwpk3ZGPTB18p/4a5dd87146d181db3e11e742fc7c9398/Machine-standards-complex-category-D.pdf) [Machine-technical-standards-non-complex-category-D-machines

 application/pdf PDF 62.0 kB](//assets.ctfassets.net/j16ev64qyf6l/1jEM8s3l059x0wfXwzu21U/5aa625956a02aef5248f1e763949fe62/Machine-technical-standards-non-complex-category-D-machines.pdf) [Machine-technical-standards-categories-B3-B4-C-and-D-legacy-machines

 application/pdf PDF 125.9 kB](//assets.ctfassets.net/j16ev64qyf6l/18pFz9Lu7g6wW8vo9JMZ0z/f26d950fade296cff8a4d448c6b57760/Machine-technical-standards-categories-B3-B4-C-and-D-legacy-machines.pdf) [Machine-technical-standards-cashless-payment-machine-systems

 application/pdf PDF 52.1 kB](//assets.ctfassets.net/j16ev64qyf6l/1BD7frZmKO0NloPx0aJ1aj/7ef88408d9ce6c625f5b8125b8b06139/Machine-technical-standards-cashless-payment-machine-systems.pdf) [Machine-technical-standards-linked-progressives

 application/pdf PDF 72.5 kB](//assets.ctfassets.net/j16ev64qyf6l/3QWtHnDH80kKackdO38ib6/8cc75ab27cc2cfe1d008dbc5c609f476/Machine-technical-standards-linked-progressives.pdf) [Machine-technical-standards-wireless-network

 application/pdf PDF 50.9 kB](//assets.ctfassets.net/j16ev64qyf6l/1PvjKZb1SJnbPzxMKSyZw0/afe638acb4e7e2d793e463e12bfc8b62/Machine-technical-standards-wireless-network.pdf) [Machine-technical-standards-server-networked-and-downloadable

 application/pdf PDF 64.0 kB](//assets.ctfassets.net/j16ev64qyf6l/3pboIKtjv3OQouWQ2nJZL1/5e3fc431d10302cd221df8779493840d/Machine-technical-standards-server-networked-and-downloadable.pdf)

---

 Last updated: 24 June 2021

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Gaming machine and remote games information requirements

 [Licence condition 2.3.1)](/licensees-and-businesses/lccp/condition/2-3-1-technical-standards)  of the LCCP requires that all non-remote gaming machine technical, gambling software, and remote operating licence holders must comply with our technical standards and with requirements set out by us relating to the timing and procedures for testing.

 The  [remote technical standards (RTS)](/standards/remote-gambling-and-software-technical-standards)  and  [testing strategy](/strategy/testing-strategy-for-compliance-with-remote-gambling-and-software-technical)  for compliance with include several requirements for information that licence holders must submit to us.

 For non-remote licence holders, our  [gaming machine technical standards](/licensees-and-businesses/page/gaming-machine-technical-standards)  and gaming machine testing strategy specify information requirements for those businesses.

##  Depending on the licences they hold, gambling operators are required to report the following information to us:

##  Games test reports (remote gambling and gambling software)

##  Games test reports (gaming machines)

##  Games testing annual audit reports

##  Security audit reports

---

 Last updated: 1 March 2022

 Show updates to this content  Changes to page description


Depending on the licences they hold, gambling operators are required to report the following information to us:

* games test reports
* games testing annual audit reports
* security audit reports.


Games test reports (remote gambling and gambling software)

 A key requirement of the  [RTS](/standards/remote-gambling-and-software-technical-standards)  and testing strategy for compliance with the RTS is that remote gambling licence holders submit games test results and random number generator (RNG) test results to us.

 This provides us with assurance that new games (or major updates of games) comply with the RTS. It also assures us that the RNG driven products such as casino, bingo and virtual betting, comply with our fairness specifications.

 This requirement applies to all holders of:

* gambling software licences and remote bingo operating licences
* remote bingo (game host)
* remote casino
* remote casino (game host)
* remote general betting (standard) (virtual events)
* remote betting host (virtual events).

 Licence holders must submit their games and RNG test results to us via the games register which is part of the  [eServices digital service (opens in a new tab)](https://secure.gamblingcommission.gov.uk/EServices/Account/Login)  .

 The games register allows licence holders to add entries, withdraw entries and reinstate entries. It also offers options of bulk processing of additions or withdrawals, and for licence holders to download a register of the games/test results they have registered with us as a .csv file.

 If you hold a gambling software licence, the new system allows you to add details of the game and relevant test reports. This will generate a unique game register reference, which you will supply to gambling businesses who provide the game to players.

 Game and RNG testing must be carried out by an approved  [Test House](/licensees-and-businesses/page/test-houses)  .

 !  **Warning  Satisfactory testing is to be completed and the report submitted to us before a game is released for play.**  If you experience technical issues preventing you submitting games test or RNG test reports to us, you should capture evidence of the problems experienced and  [contact us](/contact-us)  to discuss.

>  B2C licensees who use the services of a B2B for the provision of gaming content must still maintain their own up-to-date games register (within our eServices games register system) for any games offered directly or via the B2B.
>
>


 Our  [gaming machine testing strategy](/licensees-and-businesses/page/gaming-machine-testing-strategy)  requires gaming machine technical licence holders to conduct testing on new games and submit the results to us.

 When a game has been tested, the Test House’s summary report should be sent by email to  [machinetestreports@gamblingcommission.gov.uk](mailto:machinetestreports@gamblingcommission.gov.uk)  .

 Games testing must be carried out by an approved  [Test House](/licensees-and-businesses/page/test-houses)  .

 !  **Warning  Satisfactory testing is to be completed and the report sent to us before a game is released for play.**  Licence holders are to keep the full test result report for each game and make this available to us on request.

 If you experience technical issues when submitting the games test report to us, you should capture evidence of the problems experienced and  [contact us](/contact-us)  to discuss.


 Our testing strategy for compliance with the  [RTS](/standards/remote-gambling-and-software-technical-standards)  requires licence holders to conduct an annual games testing audit and to send this to us.

 This requirement applies to all holders of:

* gambling software licences
* remote bingo operating licences
* remote bingo (game host)
* remote casino
* remote casino (game host)
* remote general betting (standard) (virtual events)
* remote betting host (virtual events).

 Games testing annual audits report are  **not**  required from gaming machine technical (non-remote) licence holders.

 The audit must be carried out by an approved  [Test House](/licensees-and-businesses/page/test-houses)  and the report counter-signed by a  [Personal Management Licence holder](/licensees-and-businesses/guide/personal-management-licence)  (or specified person) for your business.

 Further details on games testing audits are in  [Section 4 of the testing strategy](/strategy/testing-strategy-for-compliance-with-remote-gambling-and-software-technical/4-annual-games-testing)  .

 Licence holders must submit their games testing annual audit report to us, by uploading the report, via the audits part of the  [eServices digital service (opens in a new tab)](https://secure.gamblingcommission.gov.uk/EServices/Account/Login)  .

 You must do this annually, within  **4 weeks**  after the audit period end date. Licence holders are each allocated to a submission pool, which dictates their audit period. ###  Audit periods for each submission pool are:

* Pool 1: 1 July – 30 June following year
* Pool 2: 1 October – 30 September following year
* Pool 3: 1 January – 31 December following year
* Pool 4: 1 April – 31 March following year.
 If you experience technical issues that are preventing you from submitting the games testing annual audit report to us via eServices, you should capture evidence of the problems experienced and  [contact us](/contact-us)  to discuss.


 Our  [RTS](/standards/remote-gambling-and-software-technical-standards)  and  [testing strategy for compliance with the RTS](/strategy/testing-strategy-for-compliance-with-remote-gambling-and-software-technical)  set out that remote gambling and specified remote lottery licence holders must ensure that an annual security audit is carried out by an independent and suitably qualified auditor. This is to assess compliance against the security requirements of the RTS.

 Further details on the annual security audit requirements are contained within our  [security audit advice](/licensees-and-businesses/guide/security-audit-advice)  . It is based on relevant sections of ISO/IEC 27001.

 Licensees do not need to send completed security audits to us, unless we request it, or a major non-conformity is identified during the audit.

>  If a major non-conformity is identified, you must notify us by emailing  [securityaudit@gamblingcommission.gov.uk](mailto:securityaudit@gamblingcommission.gov.uk)  attaching a copy of the full information security audit report, including management responses. If we request a copy of a security audit report, it must be submitted to us within 7 days. The written request will explain how to submit the report.
>
>


* [Gaming machine and remote games information requirements](#)
* [Games test reports (remote gambling and gambling software)](#games-test-reports-remote-gambling-and-gambling-software)
* [Games test reports (gaming machines)](#games-test-reports-gaming-machines)
* [Games testing annual audit reports](#games-testing-annual-audit-reports)
* [Security audit reports](#security-audit-reports)

 [Print this guide](#)


Remote gambling and software technical standards (RTS) guidance

 [Gambling software](/licensees-and-businesses/licences-and-fees/sector/gaming-machines-and-software)  and  [remote](/licensees-and-businesses/licences-and-fees/sector/remote)  operating licence holders (including  [ancillary remote betting](/licensees-and-businesses/licences-and-fees/sector/betting)  are required to comply with our remote technical standards (RTS) and requirements relating to the timing and procedures for testing.

>  You can  [view the remote technical standards (RTS)](/standards/remote-gambling-and-software-technical-standards)
>
>

 [Licence condition 2.3.1](/licensees-and-businesses/lccp/condition/2-3-1-technical-standards)

 Remote gambling and software technical standards details the specific technical standards and the security requirements that licensed remote gambling operators and gambling software operators need to meet.

 It comprises of:

* technical standards
* security requirements (which are a subset of the  [ISO/IEC 27001: 2013 standards (opens in a new tab)](https://www.iso.org/isoiec-27001-information-security.html)  .
 We consulted in 2017 on changes to the remote gambling and software technical standards (RTS).


Requirements that come into force 31 October 2021

 The following sections contain new requirements that are due to come into effect 31 October 2021.

* display of transactions
* auto-play functionality
* time requirements and reality checks
* responsible product design.

 The new provisions are highlighted in the  [updated RTS](/standards/remote-gambling-and-software-technical-standards)  .

##  Updates to RTS effective 1 April 2018

##  Providing consumers with greater control and consistency

---

 Last updated: 1 November 2021

 Show updates to this content  No changes to show.


 The following sections contain new requirements that came into effect on 1 April 2018.

* display of transactions
* gambling account history
* display of net deposits
* inancial limits.

 We have updated the supporting testing strategy to incorporate any new standards and changes made to the numbering of existing requirements as a result of this consultation.

>  Customers must be able to choose whether to accept price fluctuations that occur after their bet is requested.
>
>

 From the 1 April 2018 the  [remote technical standards](/standards/remote-gambling-and-software-technical-standards)  (see RTS 2C) require that operator’s systems enable customers to choose whether to accept price fluctuations (in either direction) that occur after their bet is requested.


Providing consumers with greater control and consistency

 This requirement applies to both fixed odds betting and betting exchanges. It was introduced because we were aware of concerns that bets were sometimes subject to price fluctuations caused by time delays and market movements. Consumers were not always aware that event odds may be subject to price fluctuation and the way in which licensees handled fluctuations differed.

 Players should be presented with options to control whether a price change should be accepted or not.

 These options must be presented on a per bet basis, except in circumstances where a customer has requested a default account setting to disable price change alerts prior to bet acceptance. Where the functionality is offered at an account level the default option should not be set to accept all fluctuations.

 Where a customer chooses not to accept price changes automatically any bet where the price changes must be reoffered before it is accepted. Information sufficient to explain the options to the customers should be provided.

 An optimum solution would enable consumers to choose to automatically accept price movements within a particular margin range. Account level options offered to consumer could include accepting all bets with higher price, accepting all bets with shorter price or accepting all bets regardless of price movements.

 This requirement does not intend to capture currency fluctuations.

>  Remote betting operators must ensure that their systems are compliant with these requirements.
>
>


* [Remote gambling and software technical standards (RTS) guidance](#)
* [Updates to RTS effective 1 April 2018](#updates-to-rts-effective-1-april-2018)

 [Print this guide](#)


Important notices and updates from the Gambling Commission AML team.