Christmas Newsletter December 2024

Merry Christmas and a Happy New Year from the Compliance Team.

Over the festive period you will see an increase in footfall due to the increase in sporting events. Remain vigilant and remember to Think 25!

Some customers may take the start of a new year as an opportunity to address their gambling, reducing their time/spend or complete a self-exclusion. We should support any customers wishing to do so, provide all the relevant information and log accordingly.

This could be due to number of reasons: • Increased anxiety over the festive period • Amplified money concerns • More free time • Lack of work Some customers may turn to gambling or increase their spend and/or time gambling to ease these concerns. Over the festive period, it is just as important as ever to be alert to changes in customer's spend/behaviours and markers of harm. Should you identify any of these, a meaningful interaction should take place, making the customer aware of safer gambling tools available to them: • 'Worried About Your Gambling?' leaflet including problem gambling severity index. • Betfred and MOSES self-exclusion. • Voluntary time and spend limits. • Track your spend via Betfred membership. Following an interaction taking place, it is vital that all the information is logged as Social Responsibility Reports (SRRs) via the Compliance Hub, including as much information as possible. (Customer Interaction > Create New SRR) Should you have any serious concerns regarding a customer’s gambling, please contact your area team in the first instance and record all relevant details as an SRR on the Compliance Hub.

Compliance Newsletter December 2024

Whilst many of our customers enjoy gambling over the festive period, unfortunately for some it increases their vulnerability.

Christmas & New Year

These are to replace the old version at the front of the Compliance dispenser with the QR code facing forward.

A new version of the 'Worried about your gambling?' (2pg) leaflet was delivered to all shops in the October's marketing pack. One of the significant changes to the leaflet is the the National Gambling Helpline number is now displayed on the front of the leaflet. The second change is that on the back of the leaflet it now, in 13 different languages, advises customers to scan the QR code at the bottom of the leaflet should they require support with safer gambling. This leaflet is provided to offer additional help for people with different first languages regarding gambling risks and the support available.

'Worried about your gambling?' leaflet (2pg)

Topics of the Month

03 Mark

When recording a customer's ID, whether it be as part of an affordability action or a large payout, it is important that the customer's monitored customer name is recorded correctly in the 'MCR Nickname' box in the 'Customer ID' section of the Compliance Hub. By doing this correctly, it will allow the system to match the ID to the customer and not generate an affordability alert, as well as prevent exceptions from being created.

Recording Customer IDs

Topics of the Month