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UKGC: Information for operators re-opening land-based gambling premises


As restrictions on the lockdown ease the UKGC has published a number of frequently asked questions covering its expectations from land-based operators.
These FAQs are aimed at helping operators manage compliance with Government guidance on reopening with continued compliance with the Licence conditions and codes of practice (LCCP).
The Commission is also reminding operators they are still expected to continue to follow Customer Interaction guidance as doors are reopened to consumers.
Frequently asked questions
Which premises can open from 15 June?
Just betting offices in England are able to open from 15 June.
Do Operators still have to meet all the Gambling Act and LCCP requirements?
Yes, there are no changes to operators’ obligations. We therefore expect operators to have confidence in their ability to be fully compliant with our requirements when they reopen. Where we find evidence of non-compliance, we will take swift action.
Will the Commission undertake premises-based assessments?
The Commission’s approach will support the following Government objectives as set out in guidance:
- To minimise the contact resulting from visits to stores or outlets
- To minimise the number of unnecessary visits to offices
- To minimise non-essential travel
This means that the Commission will look to obtain premises information by remote means. This includes requesting electronic data or recordings and where possible/necessary undertaking Skype meetings.
Will Licensing Authorities undertake premises-based assessments?
LA requirements remain the same. Individual LAs will undertake their own risk assessments and implement policies and procedures accordingly.
Who do I report my concerns to if I think government Covid-19 guidelines are not being followed correctly?
The Gambling Commission is not responsible for addressing breaches of Covid19 guidance. The Health & Safety Executive (HSE), Local Authorities, and local Police Forces (England & Wales only) have the relevant information on their websites.
Risk Assessments
General business risk assessment
Whilst not a requirement, we would expect operators to consider the risks posed to compliance with the Act, LCCP and associated guidance. As such we may seek evidence to support this.
Do operators need to review their premises [local] risk assessment(s)?
Operators may have to implement changes to manage social distancing and to protect staff and customers. Where these changes are significant, and could affect the mitigation of local risks, operators must review and where necessary update their risk assessments.
Do operators need to update their AML risk assessment?
Land based operators in the regulated sector are required to regularly review their AML risk assessments. Casinos are not reopening in June, but we would expect them to review the risks when they do. Operators in the unregulated sector are expected to review the risks and if required update any risk assessments.
Premises
What do operators need to consider if they are putting screens around machines for customer protection?
Operators must ensure that whatever measures they put in place to socially distance customers, staff can continue to supervise the premises, monitor customers behaviour for signs of gambling-related harm and monitor compliance with age-restrictions.
Do the social distancing rules mean customer interactions are suspended?
No. Operators must ensure that staff can and do undertake customer interactions that are meaningful and effective and that they comply with the LCCP and with our Customer Interaction guidance .
Do operators still need to undertake Age Verification (AV) check programs?
Operators are still required to undertake these programs. Suppliers (e.g. Serve Legal) could also be undertaking their own business risk assessments that may require changes to the process.
If customers are wearing PPE (facemasks), are operators still required to undertake AV checks?
Yes, Government guidance states that customers can be asked to remove their masks for AV checks. If customers refuse, then staff should follow operator guidance on refusing service.
If customers are wearing PPE (facemasks), are operators still required to enforce self-exclusions?
Yes. There are no changes to an operator’s responsibilities. Operators are expected to review their policies and procedures and to take a pragmatic approach.
Can operators move their gaming machines to allow for social distancing? Where plans submitted to LA stipulate specific areas for machines (most likely betting shops) operators must contact the LA for advice first.
Can operators expand the use of TITO?
We expect full and proper supervision of these facilities, in particular the monitoring for potential money laundering or safer gambling issues. Operators must ensure that they can evidence appropriate controls when installing TITO and all gaming machines must comply with the relevant technical standards.
Can betting operators increase the number of SSBTs?
We expect full and proper supervision of these facilities. In particular the monitoring for potential money laundering or safer gambling issues. Provided operators can evidence appropriate controls when installing SSBTs, use can be expanded.
Can operators replace safer gambling messaging (posters/leaflets etc.) with social distancing/Covid 19 messaging?
Our guidance on the provision and display of information has not changed.
Will the Commission suspend test-purchasing?
We will continue to carry out test-purchasing to identify those that are operating unlawfully.
What will the Commission do about the period of time during which there were no test-purchase exercises?
We do not want operators to be disadvantaged and so we will be calculating results only for the periods during which premises are open.
Staff
What happens if staff will not or cannot undertake customer interactions due to social distancing or Covid 19 concerns?
Operators must ensure customer interactions take place. Staffing issues are a matter for individual operators, but our expectation is that they are confident in their abilities to meet all of our requirements, including customer interactions, when they reopen. Where we find evidence of non-compliance, we will take swift action.
What happens if a PML goes sick with C-19 or has to self-isolate?
Our expectation is that operators will have in place contingency plans. So long as this is the case, wherever possible the Commission will be flexible on arrangements.
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: UKGC: Information for operators re-opening land-based gambling premises

Latest News
Gaming in Holland Conference announces new speakers, pre-conference program
The Gaming in Holland Conference, which will take place June 5 in Amsterdam, has added several new speakers to its agenda.
Björn Fuchs, newly appointed Chair of VNLOK, and Henry Meijdam, who heads the VAN Kansspelen trade association, will both make an appearance at the event.
Fuchs and Meijdam join an impressive speaker lineup that includes Arjan Blok, CEO of Nederlandse Loterij; Renske Fikkers, Head of Market Supervision at the Netherlands Gambling Authority; and Henk Willem Smits, investigative reporter at Follow the Money.
Additionally, we are happy to welcome as our special guest former NOGA Chair, Peter-Paul de Goeij, who has promised to offer a no-holds-barred reflection on the (in)efficacy of Dutch gambling regulation.
Finally, we are extremely pleased to announce that Rohan Tare, Head of IT Customer Interaction at ABN AMRO, will discuss the growing threat of AI-supported identity fraud – a topic that is highly relevant for any business dependent on remote customer interaction.
The full agenda is available here.
Willem van Oort, Founder of Gaming in Holland, commented: “We are extremely pleased with our current speaker lineup. All key stakeholders and decision makers in the Dutch gambling industry will be represented at our event. As always, the Gaming in Holland Conference will is the best place to meet the people who matter in the Dutch regulated market. Moreover, we have taken the utmost care to ensure that all relevant developments and topics will be addressed at our conference. We almost can’t wait for our event to kick off!”
Breakout sessions and networking opportunities
In addition to our main program, the Gaming in Holland Conference also features several highly practical breakout sessions. Check out the full agenda for more information.
Furthermore, the Gaming in Holland Conference also offers plenty of networking opportunities during coffee breaks, lunch, and our traditional boat tour through Amsterdam’s picturesque canals.
Last but not least, the award ceremony of the Dutch Online Casino of the Year Awards will take place during the Gaming in Holland networking drinks at Holland Casino Amsterdam. All GiH Conference attendees are cordially invited to attend the festivities!
Pre-conference workshops & drinks
The GiH Conference includes free admittance to two certificate-granting workshops, which are generously provided by Chevron Consultants.
Workshop #1 is titled “Establishing a learning and training culture in your company with an LMS” and discusses the proper implementation and benefits of a Learning Management System.
Workshop #2 is titled “Compliance performance audits” and will teach participants how to structure audits in line with ISO 19011 and how to evaluate the performance of compliance procedures.
Both workshops will take place on June 4 – the day prior to the main event – and are free to attend for paying GiH Conference attendees.
Finally, all conference attendees are invited to join us for informal drinks and traditional Dutch “bitterballen” at Café Bistro Rijnbar in Amsterdam on June 4, from 19:00 until late. The first round is on us!
Registration now open
Registration for the Gaming in Holland Conference is now open. Don’t miss it! Register today: https://bit.ly/GiHC2025.
The post Gaming in Holland Conference announces new speakers, pre-conference program appeared first on European Gaming Industry News.
Latest News
Ines Ledo, BetBrothers: “Our Content Philosophy Is Built on Quality, Value, and Responsibility”
We sat down with Ines Ledo, Content Lead at BetBrothers.es, to discuss the core principles behind BetBrothers’ content strategy, and what it takes to create a trusted resource for the Spanish betting community.
Ines, please share with us how you first became involved in the sports betting industry, and what led you to your current role as Content Lead at BetBrothers.es?
I started more than five years ago as a content writer, focusing on online casinos and sports betting. From the beginning, I really enjoyed the industry, and over time, I started managing content and leading a team of writers in another top affiliate project in Spain. That experience gave me a wider understanding of how the industry works, and especially, how important content is in the iGaming world. Exceptional content is a force driving engagement and market differentiation.
Now, as a Content Lead at BetBrothers, my mission is to channel all that experience into an ambitious vision. Here, we are aiming to create the most trusted resource for the Spanish betting community. This means going beyond surface-level information and entertainment. Our content is built around three key pillars — quality, value, and responsibility. It is created to help our users enjoy sports betting as a safe and fun form of entertainment.
Can you tell us about your core content philosophy and how it differentiates BetBrothers.es from other affiliates in Spain?
Over the years, I’ve seen how content has become less personal. Today, many articles sound the same, like they’re made in a factory, without real experiences or useful information for the user.
At BetBrothers, we want to do the opposite. We believe in authentic content, written by real people who test betting sites and online casinos. They don’t just look around. They deposit, they play, they interact with customer support, they research the terms and conditions, and then they compare these experiences, sharing their personal perspectives.
We’re user-first, always. Our philosophy is to provide real value to the user with our content, with responsibility as a basis, as we aim to contribute to creating a safer and more enjoyable betting environment for our readers. That commitment to honesty, authenticity and responsible betting is what makes us different.
How do you balance creating evergreen content (like guides) with timely, event-driven betting tips, especially considering the dynamic Spanish sports calendar?
Balancing evergreen and timely content is indeed a basis of our strategy. We do it through good planning and efficient team management.
On one hand, we have stable content like operator reviews and how-to guides on betting strategies — this is the foundation of the project. Such content educates users, provides lasting value, and forms the backbone of our search engine presence.
On the other hand, we produce daily betting tips from our sports experts. These bring dynamic elements to our content and keep users engaged on a daily basis. Our experts have truckloads of experience, some of them are sports analysts with deep statistical knowledge of specific leagues. So for us it’s also an opportunity to showcase our analytical capabilities.
Both types of content are equally important: one provides lasting value, the other keeps the user connected and engaged day by day.
Many affiliates diversify traffic sources. Beyond organic search, what other marketing channels are you exploring for BetBrothers.es?
Organic traffic, born from deep and useful content we provide, is definitely very valuable both for us and our partners. It’s the validation of value we deliver to users searching for information. However, we are actively expanding our reach.
Social media is already a key element of our multi-channel strategy. It’s a great way to build presence, engage in meaningful conversations with the users, and develop a community around our products.
We believe video content will become more and more important in the future too. It allows for richer, more engaging storytelling, and helps us build deeper connections with our audience. Our philosophy is simple: meet users where they are, and connect with them beyond Google.
From your perspective, how has player behavior in the Spanish sports betting market evolved over the past few years, and how is BetBrothers.es adapting its content to meet these changing needs?
Today’s users are much more demanding, that’s for sure. They have more information, they compare everything available to them, and they look for real product value — both in the bookmakers and in the websites they visit. At BetBrothers.es, we thrive in this environment.
We don’t just repeat what everyone else says or does. Instead, we focus on creating useful content, replying to the questions readers may have, explaining complex features in a clear and easy way, test the products and give an opinion based on real experience.
Also, we put a big emphasis on responsible gambling by offering practical advice. We do that, as we believe this is an essential part of the value we should provide to the betting community.
Looking ahead, what are the key strategic priorities for BetBrothers.es in the next 12-18 months to continue its growth and strengthen its position in the Spanish market?
For the next 12-18 months, our goal is to find the perfect balance between three non-negotiable pillars: useful and high-quality content, a user experience adapted to today’s standards — especially on mobile — and a strong focus on safe and responsible gambling.
Our ultimate aim is for every BetBrothers visitor to instantly feel that they are at the most trusted sports betting hub in Spain. A place where they’ll find clear, honest and helpful information to make informed and enjoyable betting decisions.
The post Ines Ledo, BetBrothers: “Our Content Philosophy Is Built on Quality, Value, and Responsibility” appeared first on European Gaming Industry News.
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Soft2Bet, Betinia & Campobet Shortlisted for 12 EGR Marketing & Innovation Awards 2025
Soft2Bet and Its Brands, Betinia and Campobet, honoured by 12 Shortlist Nominations at the EGR Marketing & Innovation Awards 2025
Soft2Bet, a leading iGaming turnkey solutions provider, is delighted to announce that it has secured 12 nominations at the prestigious EGR Marketing & Innovation Awards 2025. Showcasing both B2B and B2C excellence, the shortlists highlight the company’s brands, Betinia and Campobet, alongside Soft2Bet itself and its proprietary Motivational Engineering Gaming Application (MEGA).
Betinia is nominated for Best Native App, Best CRM Campaign, Innovation in Casino, Innovation in Sports Betting, and Innovation of the Year (B2C). Campobet has been recognised for Brand of the Year (B2C), Best CRM Campaign, Innovation in Casino, Innovation in Sports Betting, and Innovation of the Year (B2C). In addition, Soft2Bet is shortlisted for Brand of the Year (B2B), with MEGA receiving a nod in the Innovation of the Year (B2B) category.
Over the past 12 months, main brands such as Campobet, Betinia, Don.ro, Tooniebet and others have excelled in fiercely competitive, saturated markets and tightly regulated territories, where only the most agile, innovation-focused operators can stand out. Soft2Bet’s approach merges cutting-edge technology with data-driven personalisation, ensuring that player experience is always paramount. Betinia and Campobet’s high-performance results with retention and acquisition tactics reflect a strategy that recognises different user motivations and local market preferences while still adhering to complex regulatory standards.
Oksana Tsyhankova, Soft2Bet’s CMO, commented: “By prioritising sustainable, data-driven engagement, customer experience, Soft2Bet and its brands continue to set a high standard for growth in high competitive markets and 12 nominations are a strong proof of our B2B and B2C excellence. Each shortlisted category, from CRM and brand strategy to platform innovation, demonstrates our ability to adapt to industry demands while placing player protection and satisfaction front and centre.”
These achievements reflect Soft2Bet’s broader vision to build and scale performance-driven brands that thrive even in jurisdictions with strict advertising and bonus limitations. In 2024, Betinia recorded a 148% increase in GGR, while Campobet achieved a 54% increase. Retention also soared, with a 128% uplift for Campobet and 106% for Betinia, highlighting the effectiveness of MEGA-powered engagement. Operating a total of 13 brands, all highly adapted to local market strategies, Soft2Bet ensures that each brand reflects regional preferences and player behaviours. For example, Campobet recently sponsored the popular tennis event “Nordic Battle,” aligning the brand closely with local sports passions. With a flexible platform that can be tailored for various jurisdictions, Soft2Bet consistently delivers strong outcomes for both operators and players, proving that authenticity, creativity, and compliance can successfully coexist.
The post Soft2Bet, Betinia & Campobet Shortlisted for 12 EGR Marketing & Innovation Awards 2025 appeared first on European Gaming Industry News.
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