Focus on Interaction Logs and Support Systems
A particular area of focus is customer interaction logs. The UKGC mandates operators to spot players who might be showing signs of harm, and to intervene. The annual review evaluates the quality of these interventions. Were they prompt? Were they suitable? At the same time, the customer support team receives evaluation. Is their training enough? Can they handle a routine query about a lost password, and then smoothly transition to a sensitive conversation about gambling habits? Their ability to do both effectively is key.