Gamcare Set to Introduce a ‘Hot Transfer’ for Customers who Identify with Gambling Problems

Gamcare, an independent charity in the UK that provides a wealth of information, help, and advice to people who are experiencing gambling-related problems is set to propose new requirements for operators after the revision of its Social Responsibility Code.

Higher Level of Interaction

Beginning February 2023, betting operators will now be expected to interact with their customers on a much higher level, acting on the problem gambling in relation to the customer’s activity. Also, operators are required to improve ways in which to identify problem gambling and customers who pose a greater risk of gambling-related harm.

Operators with remote licenses will be required to direct a customer to a relevant support service if harm has been identified and action is needed immediately, this will be known as a ‘Hot Transfer’.

Gamcare said, “For some operators if introduced, it could present a significant step change in how they refer to gambling support services when a customer is experiencing harm. But how can operators go about introducing such a service?

Immediate Help

Gamcare is providing a package where businesses can transfer customers to the National Gambling Helpline through an appointed line.

The charity is hoping, with the help of additional customer care staff training, transfer calls to the helpline will be seamless. Transfer data including volume, quality, and anonymous information will be collated quarterly to monitor the progress of the hot transfer service.

Hot Transfer requirements would give customers presenting gambling-related harm instant access to a gambling helpline via online operators. Customers who need help will gain access to support services when they are most vulnerable.

“Our advisers are available 24/7, 365 days of the year – will be on. Hand to ensure they can discuss what they are going through, give practical advice and information, as well as signpost to other support services where appropriate.

“For organisations, the service ensures that the right safeguards are in place for customers at risk of harm. We also provide regular updates on the outcome of transfers, so operators can see the impact that the service is having.”