Source · Select Committees · Culture, Media and Sport Committee
Recommendation 7
7
Accepted
Paragraph: 37
Require Government and Gambling Commission to detail progress on single customer view mechanism
Recommendation
Financial risk checks will only be fully effective in preventing harm when they work across all online operators with whom a customer has an account. In its response to this report, the Government and the Gambling Commission must set out progress in the work to develop a single customer view mechanism.
Government Response Summary
The government and Gambling Commission agree on the need for a single customer view and are progressing an industry-led pilot scheme called GamProtect, which has been operational since February 2023 and rolled out to additional operators in April 2024 to share high-risk player data.
Paragraph Reference:
37
Government Response
Accepted
HM Government
Accepted
On the so-called ‘Single Customer View’ we and the Gambling Commission agree with the Committee on the need for a system whereby gambling operators can share data on high-risk customers to protect customers from harm. The white paper referenced ongoing trials of a solution to allow sharing of high-risk player data between operators. This industry-led pilot scheme (known as GamProtect) involves four of the largest gambling businesses and has been operating since February 2023. The initial focus is on sharing information between these businesses where customers have disclosed very serious markers of health-related harms. The first phase of the trial has recently been evaluated by KPMG and was rolled out to additional operators on 1 April 2024. The scheme will cover approximately 95% of the online market. Financial risk check thresholds will exist per operator, but further iterations of GamProtect will expand the system to consider customers who are showing other indicators of harm with one operator which might necessitate coordinated action with other operators. In this context, we would expect that when a risk of harm is identified, such as harmful binge spending, it is shared with operators so that a coordinated response can be taken to protect customers from harm. We expect industry to move at pace to progress these further phases and will continue to monitor developments to ensure it has the intended impact.