UKGC Licence Conditions

Types of Gambling Licence

Gambling licences in Great Britain cover different parts of an operation: the activity offered, people in key operator roles, and the premises where specified activities take place. The relevant licence depends on whether the business provides casino, betting, bingo, arcade, gaming machine, lottery or another activity. The Commission issues operating licences by activity, while local authorities issue premises licences. Knowing which licence applies helps distinguish an operator’s authorisation from licences covering its people or premises.

Operating Licences

The Gambling Commission issues operating licences according to the gambling activity an operator provides. An operator needs the licence corresponding to its activity; a licence for one activity does not, by its description, identify a different activity. The UKGC licence requirements therefore depend on what the operator offers, rather than on a single general category covering every gambling business.

• A casino operating licence is for an operator providing casino gambling; a business offering that activity needs the licence corresponding to casino operations.
• A bingo operating licence is for an operator providing bingo; businesses offering bingo need the activity-specific licence for that operation.
• A general betting operating licence is for an operator offering general betting, while an operator offering pool betting needs the corresponding pool betting licence.
• An arcade operating licence covers an operator’s arcade activity; a gaming machine operating licence applies to an operator providing the gaming machine activity.
• A lottery operating licence is for an operator offering lottery activity; operators conducting other activities need the operating licence corresponding to those activities.

These are Commission-issued licences, allocated by activity. The categories identify the kind of gambling an operator provides; they do not refer to the people in key roles or the premises where an activity takes place.

Remote operators serving customers in Great Britain need a Commission operating licence. When verifying an operator, a player should check its operating licence and confirm that it covers the gambling activity being offered, such as betting, bingo or casino gambling.

Personal Licences

Personal licences cover people in key roles at gambling operators, rather than the operator’s gambling activities or the premises used for them. The Commission issues these licences. They form part of operator governance by identifying that key personnel are subject to licensing and fit-and-proper checks.

These checks relate to the individuals responsible for key roles within an operator. Personal licensing is distinct from an operating licence: the former applies to people, while the latter is issued to an operator by activity. A business may therefore have to consider both the authorisation for the gambling it provides and licensing for people in key roles.

Premises Licences

Local authorities issue premises licences for specified gambling premises, including betting shops, bingo halls, casinos and arcades. These licences relate to the premises where the activity takes place. They are separate from operating licences, which the Commission issues to operators according to the gambling activity provided.

The distinction is between the operator and the location: a Commission operating licence concerns the operator’s activity, while a local-authority premises licence concerns a place such as a betting shop or casino. The two licences therefore cover different parts of gambling operations and should not be treated as interchangeable.

The Licence Conditions and Codes of Practice (LCCP)

The LCCP sets out the requirements and conduct standards that apply to businesses licensed by the UK Gambling Commission. It brings together licence conditions and codes of practice, with different force attached to different parts. Social responsibility code provisions are mandatory, while ordinary code provisions describe good practice that the Commission takes into account. Remote operators also use technical standards covering how gambling software works and how its performance is checked.

Licence Conditions

The LCCP combines licence conditions with codes of practice. A licence condition is a binding requirement attached to an operator’s licence; the relevant wording and the licensed activities determine what the business must do. The LCCP therefore gives operators a defined set of obligations rather than a general statement of acceptable conduct. Its requirements can apply across different types of gambling activity, so an operator must identify the conditions relevant to its particular licence and operations.

Mandatory conditions exist to set an enforceable baseline for licensed gambling. They make key expectations clear in advance, support consistent treatment across operators and give the Commission a direct basis for assessing compliance. For example, an operator cannot treat a mandatory condition as optional simply because it has adopted a different internal policy. The distinction matters: meeting a condition is part of holding the licence, not merely an example of preferred practice.

The UKGC Licence Conditions are supported by the LCCP’s code material, but not every code provision has the same status. Social responsibility code provisions form part of licence conditions and are mandatory; ordinary code provisions describe good practice that the Commission considers. This structure lets the Commission distinguish a failure to meet a binding requirement from conduct that may be relevant when it assesses an operator’s broader approach.

Under the Gambling Act 2005, the Commission can review a licence where it has concerns about compliance. A review may examine relevant records, policies and operational evidence, and the operator has an opportunity to respond through the regulatory process. If the Commission finds a breach, available regulatory action can include a warning, a financial penalty, suspension or revocation of a licence. The response depends on the circumstances and the Commission’s findings; the existence of a condition does not mean every breach leads automatically to the same sanction.

For operators, practical compliance starts with mapping each applicable condition to a named internal owner and retaining evidence that shows how it is being met. That evidence might include approved procedures, staff records or system logs, depending on the requirement. This approach makes it possible to explain both the control in place and how the business checks that it continues to work.

Social Responsibility and Ordinary Codes

The UKGC Codes of Practice include two kinds of code provision with different regulatory force. Social responsibility code provisions are mandatory and form part of licence conditions. Ordinary code provisions set out good practice that the Commission takes into account when considering an operator’s conduct. The table summarises the distinction.

How the two LCCP code types differ

Comparison	Social responsibility code provisions	Ordinary code provisions
Status	Mandatory; they form part of licence conditions.	Good-practice provisions considered by the Commission.
Operator response	Identify applicable provisions and put controls in place to meet them.	Use the provisions to inform policies and operational practice.
Regulatory relevance	A failure to comply may be treated as a breach of a licence condition.	The Commission may consider a departure when assessing the operator’s conduct.

The difference is not simply one of wording. A mandatory social responsibility provision creates an obligation that an applicable licensee must meet, whereas an ordinary code provision describes conduct the Commission regards as good practice. Ordinary provisions are not a substitute for the mandatory conditions, but they can still be relevant evidence when the Commission evaluates how an operator has acted.

In practice, operators should keep the two categories distinct in their compliance records. A register can identify the provision, whether it applies to the business, the control used to address it and the evidence available for review. For an ordinary code provision, documenting the reasoning behind an approach is useful where the operator does not follow the described practice. The Commission can then consider the circumstances rather than treating every difference from good practice as an automatic breach.

These distinctions shape UKGC compliance guidelines within each licensed business: mandatory social responsibility provisions call for demonstrable compliance, while ordinary codes provide a reference point for responsible decisions. Clear ownership and accurate records help show how each provision has been addressed.

Remote Technical Standards

The Remote Gambling and Software Technical Standards set technical expectations for remote gambling products and the software used to provide them. They cover game fairness, random number generators (RNGs), information given to players and testing by independent test houses. These subjects connect the game’s underlying operation with the information available to a person using it.

For game fairness, the standards address whether outcomes are produced as described and whether software behaves consistently with the game rules. An RNG is the mechanism used to generate outcomes that depend on chance. Its output must support unpredictable results; a sequence that can be reliably anticipated or altered would undermine confidence that a game operates fairly. Testing examines the relevant software and the way it produces outcomes, rather than relying only on an operator’s description of the game.

Player information requirements concern the details people need to understand a remote game, including its rules and how it operates. Information should accurately reflect the game being offered, so displayed explanations do not contradict the software’s actual behaviour. This is a technical and presentation issue as well as a matter of clear communication: a rules description that omits a material feature can leave a player with a mistaken understanding of the product.

Independent test houses assess gambling software against the applicable technical standards and provide an external check on the operator’s own controls. Their work can examine game logic, RNG operation and the accuracy of relevant information. Independent testing helps support fair play under a UKGC licence by checking that software performance aligns with its stated design, rather than asking players to rely on an unsupported assurance from the operator.

Rules That Directly Affect Players

Several UKGC rules shape what players encounter when they register, pay, use online slots or receive contact from an operator. Their effects range from checks completed before gambling to restrictions on payment methods and game features. Some requirements are visible in an account or game interface, while others concern the operator’s monitoring and response. The dates below show when each of these player-facing rules began.

Age and Identity Verification

Since 7 May 2019, online gambling operators licensed by the UK Gambling Commission have had to verify a customer’s name, address and date of birth before allowing them to gamble. For a player, this means entering accurate personal details during registration and completing any checks the operator needs before play is enabled. The account may remain unavailable for gambling until the details have been confirmed.

The verification method can vary. An operator may be able to confirm details electronically, or it may ask the customer to provide documents if electronic checks do not establish the information. Players may therefore see a request for proof of identity or address, but the rule does not mean every customer must submit the same documents. The key effect is that the operator must establish the required details before gambling can begin.

Age checks protect the legal age limit as well as confirming identity. The minimum age for most online gambling, including betting, casino games and bingo, is 18; operators must not allow under-18s to use those services. A player should give their real date of birth rather than rely on being able to correct it after opening an account, since an age mismatch can prevent access.

Verification also supports responsible gambling: a correctly identified account lets an operator associate activity and account contact with the right customer. It is one part of player protection, not a guarantee that gambling will remain affordable or risk-free. On a licensed site, players can check the details requested at registration and whether the account requires further verification before the first wager.

Payment Rules

Since 14 April 2020, licensed gambling operators have been banned from accepting credit cards for gambling. On a licensed online site, players cannot use a credit card to fund a wager, including through an e-wallet or payment intermediary used to pass a credit-card payment to gambling. The restriction applies to gambling transactions, not ordinary purchases unrelated to gambling. Debit cards, bank transfers and other payment options may be offered, but the available methods depend on the operator. Players can check the cashier’s payment list before choosing how to fund an account.

Online Game Design Rules

UKGC online slot design rules took effect on 17 October 2021. They change the pace and presentation of play: a player should encounter no auto-play function, no feature that speeds up a slot, and no sound or image that presents a loss as if it were a win. The requirements apply to online slots, rather than serving as a general description of every online gambling product.

Auto-play previously allowed a sequence of spins to run without the player starting each one. Under the rules, players must initiate each game cycle themselves. Features that accelerate play, such as a turbo or fast-play setting, are also prohibited. The aim is to prevent the slot from removing the pause between a player’s decisions or making the game run faster than its ordinary cycle.

A loss must not be dressed up as a win through celebratory sound or imagery. For example, if a player stakes £1 and receives a return of 20 pence, the outcome is a net loss of 80 pence; a slot must not use win-style celebration to suggest otherwise. This rule concerns the presentation of the outcome, not a change to the amount actually credited to the account.

The game must show the player’s net position and the time played. Net position means the overall amount won or lost in the session, rather than only the latest spin’s result; the time display helps players see how long the session has lasted. Game cycles must also be separated by at least 2.5 seconds, preventing the next cycle from starting immediately after the previous one ends.

Players can check these features while using a licensed slot: whether each spin requires an individual action, whether speed-up controls are absent, whether session time and net position are displayed, and whether a losing result is presented plainly. The rules set a minimum interval as well, although a player may not be able to measure that interval as readily as checking the on-screen displays.

Customer Interaction

Customer interaction requirements effective 12 September 2022 require licensed operators to monitor play for signs of harm and contact customers when their activity indicates a need for action. For a player, monitoring may happen in the background; contact can appear as an account message, email, telephone call or another direct communication. The response should reflect the customer’s circumstances rather than treating every signal as proof of harm.

Operators may consider a combination of account activity and customer information. Typical indicators they monitor include:

• A sharp rise in spending or deposits compared with the customer’s earlier pattern, especially when the increase occurs over a short period.
• Longer or more frequent sessions, including play continuing for extended periods or at times that differ from the customer’s usual activity.
• Repeated attempts to deposit after a payment is declined, or repeated use of different payment methods to continue gambling.
• Rapid increases in stakes or gambling intensity, such as moving from occasional low-stake play to frequent, higher-value wagers.
• Patterns consistent with chasing losses, including continued gambling after substantial losses or repeated attempts to recover money through further play.

A single indicator does not automatically establish that a customer is experiencing harm. Operators assess patterns and may contact a player with questions, information or a prompt to consider available account tools; the form of interaction can vary with the circumstances. Players may see that contact directly, but they cannot usually verify the operator’s internal monitoring or how its risk assessment was applied. Of these rules, account verification, accepted payment methods and slot displays are the most readily checked by a player on the licensed site; monitoring itself is less visible unless it leads to contact.

Complaints and Alternative Dispute Resolution

A gambling complaint should normally go to the licensed operator first, using its stated complaints procedure. The operator must investigate it and provide an opportunity to resolve the dispute directly. If it remains unresolved after the operator’s process, or eight weeks have passed without resolution, you can take it to an approved Alternative Dispute Resolution (ADR) provider. ADR is free for the customer; the Gambling Commission regulates operators but does not decide individual complaints.

The Operator’s Complaint Process

Operators must have a complaints procedure explaining how customers can raise disputes and what happens next. Follow the steps in that procedure, keeping a copy of your complaint and any reply.

1. Find the operator’s complaints procedure in its customer-support information or account area. Check the required contact method, the details to include, and how the operator will acknowledge your complaint.
2. Submit the complaint through the stated channel, such as the operator’s online form or its designated email address. Describe the disputed transaction or service clearly and include relevant dates.
3. Keep your submission, confirmation, and supporting records, such as account messages or transaction references. These details help you explain the issue accurately if the operator asks for clarification during its investigation.
4. Allow the operator to investigate and respond. It should consider the information provided, explain its findings, and tell you whether it can offer a resolution under its complaints procedure.
5. Allow up to eight weeks from making the complaint for the operator to resolve it. If it issues a final response sooner and you remain dissatisfied, you may pursue the next step.
6. If the complaint is still unresolved after eight weeks, or you disagree with the final response, refer it to the operator’s designated Commission-approved ADR provider, following that provider’s submission process.

The operator should identify the relevant ADR provider and explain how to contact it. Keep the operator’s final response, or evidence of when you complained, because the ADR provider may need these records to assess the dispute.

Approved ADR Providers

Alternative Dispute Resolution, or ADR, is an independent way to deal with a customer’s dispute without taking it directly to court. An approved provider considers information from both the customer and the gambling business, then handles the case under its own process. Depending on the provider and the issue, that process may involve reviewing written evidence and reaching a decision on the dispute. The operator’s complaints procedure should identify the ADR provider available for its customers. ADR providers handling gambling disputes must be approved by the Gambling Commission. Approval is intended to ensure that providers meet the Commission’s requirements for resolving complaints; it does not mean that the Commission itself has examined or endorsed the outcome of an individual case. Check the provider’s instructions for what disputes it can consider and what information it needs before submitting a referral. The service is free for the customer. The gambling business pays for the ADR service, so a customer should not be charged a fee to have an eligible complaint considered. ADR is separate from the operator’s own investigation: first complain to the operator, then refer an unresolved dispute after its final response or when eight weeks have passed without resolution. The Gambling Commission does not resolve individual complaints or decide whether an operator owes a particular customer money. Its role is to regulate licensed gambling businesses, rather than act as the customer’s case handler. For a decision on an unresolved complaint, use the operator’s approved ADR route; contacting the Commission does not replace that process.