× Gambling News In-Depth iGaming Calendar Connections GI Friday Trafficology GI Magazine
GGA 2020 AffiliateCon
NEWS 21 October 2016

Industry probed by CMA over “unfair” terms and customer treatment

By Tom Lewis
The UK Competition and Markets Authority (CMA) is launching an investigation into whether operators are treating customers fairly.

The investigation centres on the potential use of “misleading promotions and unfair terms” to block players’ payouts by UK operators.

The CMA is issuing demands for evidence to operators under consumer protection legislation, requesting information on their potential engagement in misleading practices.

The investigation will also engage customers, amid CMA concerns over promotions that are difficult to understand, and the wide discretion of operators to cancel bets or alter odds after bets have been accepted.

The UK Gambling Commission (GC) has thrown its weight behind the investigation.

Sarah Harrison, Chief Executive of the GC, said: “We expect the gambling industry to ensure terms and conditions are not unfair.

“However, operators are still not doing enough. I continue to have concerns that many of these appear to bamboozle rather than help the customer make informed choices.

“Gambling, by its very nature, is always going to involve risk but customers must have faith that if they win, they will not end up feeling that the deck is stacked against them because of an obscure condition that they did not properly understand.

“We approached the CMA to work with them to address issues in the gambling sector and we are delighted to have agreed a joint programme of work to ensure terms are fair and transparent.”

Nisha Arora, CMA Senior Director for Consumer Enforcement, said: “Gambling inevitably involves taking a risk, but it shouldn’t be a con.

“We’re worried players are losing out because gambling sites are making it too difficult for them to understand the terms on which they’re playing, and may not be giving them a fair deal.

“We are now investigating to see whether firms are breaking the law.

“Around 5.5m Britons gamble online and they must be treated fairly. We’ve heard worrying complaints suggesting people may be lured into signing up for promotions with little chance of winning because of unfair and complex conditions.

“We’re now working closely with the Gambling Commission to examine this more closely.”

Clive Hawkswood, Chief Executive of the Remote Gambling Association, told The Times newspaper that he did not believe the inquiry would find evidence of widespread failings, while confirming the organisation’s readiness to cooperate with the CMA.
RELATED TAGS: Legal & Regulatory
IN-DEPTH 18 February 2020
A decade to remember

1xPartners is the innovative and exciting affiliate program offered by 1xBet, one of the world's leading sportsbooks and casinos. Offering ...
PR and Marketing
ActiveWin has ripped up the rulebook on the traditional agency prototype. Our model is based on performance - as you ...
Systems and Software
BetConstruct is a global award-winning technology and services provider for online and land-based gaming industry. BetConstruct's innovative and proven offerings ...
Systems and Software
The Leading iGaming Software Supplier in Asia
Digital Isle of Man
Legal and Jurisdictions
Digital Isle of Man is responsible for the thriving Digital sector in the Isle of Man, spanning the Island's international ...
Systems and Software
We have partnered up with deVRealm in a joint venture for the development of new gambling technology platforms. The primary ...
Global Gaming Awards
Industry Awards
The Global Gaming Awards London recognise the most innovative companies and individuals of the gaming world. The Awards are powered ...
Systems and Software
NSoft is an award - winning internationally recognized software solutions provider for betting industry. The company has more than 200 employees ...
Newgioco Group
Systems and Software
Newgioco Group, Inc. (OTCQB:NWGI) is a premier leisure betting technology company providing regulated online and land-based gaming and sports ...
Zimpler provides a complete In and Out payment solution for online services. That means we take care of identifying the ...