Customer Confidence in at a 10 Year Low Says UK Gambling Commission

The UK Gambling Commission (UKGC) has issued a stark warning to operators that they need to improve or face a backlash from customers who believe they aren’t offering a fair service.

The Last Samuri Grand National.

Can The Last Samuri make history at this year’s Grand National and equal a 43-year-old record set by Red Rum. (Image:

As part of the UKGC’s continued efforts to improve standards across the industry it has conducted a review of the complaints procedures offered by operators.

The Complaints Processes in the Gambling Industry report, which was published on March 30, found that the information about dispute resolution is lacking across the board.

UKGC Wants Operators to Do More For Customers

Back in March 2016, the UKGC launched the alternative dispute resolution (ADR) scheme. Made up of 11 providers approved by the UKGC, the scheme is designed to be a customer’s second port of call if they don’t receive satisfactory assistance from the site they’re playing on.

According to the report, the system isn’t providing enough information for customers and, moreover, some of the information supplied to the UKGC isn’t “always accurate.” Another complaint identified by the report was that customers often come up against a brick wall because their issue is about the way operators are running their business.

Perhaps the most damning finding was that confidence in the industry is at a ten-year low. Back in 2007, a survey found that 61% of respondents that gambled felt that the industry was “fair.” In 2016 that figure had dropped to 38%.

Following the report, the UKGC is now calling for standards to improve otherwise customer confidence could fall even further.

All Eyes on The Last Samuri

In other UK gambling news this week, the racing sector is gearing up for a busy weekend of action. The Grand National festival gets underway on April 6, but all eyes will be on The Randox Health Grand National Steeple Chase on April 8.

As well as offering a million pound prizepool, The Last Samuri is gunning for a piece of history. The 16/1 shot will set off at the top weight of 11st 10lb and, should he win, it will be the first victory by a top weight horse since Red Rum.

Although the length of the course is different today than it was when Red Rum cruised to a famous victory in 1974, a win by The Last Samuri would certainly be impressive. However, with 40 runners and some of the toughest racing conditions in the world, nothing will be certain until the race is over.

In one of the more bizarre gambling stories this week, a 13-year-old boy has been refused a McFlurry. As part of McDonald’s seasonal Monopoly promotion, customers can collect tickets that offer various mystery prizes from free food and drink to cash.

However, despite allowing teenagers to buy meals containing the tickets, the prizes are only available to customers aged 16+. AJ Reeves wasn’t aware of this when he won a free McFlurry and only found out when staff refused to give him his prize because it was classed as gambling and against UK law.

His mother has since told The Sun newspaper that she feels that McDonald’s doesn’t make the rule clear and the whole situation is “ridiculous.”

Share Now: