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The Gambling Commission has updated its guidance for all operators on fair and transparent terms and practices.
The Commission has recently found licensees using terms that are potentially unfair and, in some cases, give them undue discretion to decide if and how they are applied. Examples include:
We are also aware of the following:
In light of this, licensees should:
If a consumer is not satisfied with a licensee’s response to their complaint, they can refer it to an alternative dispute resolution (ADR) provider. We expect ADR providers to adjudicate on contractual and transactional disputes between consumers and licensees. Our guidance to ADR providers (opens in a new tab) is clear: they must consider consumer protection legislation when looking at disputes. This includes, for example, considering whether a contract term is fair.