UKGC Urges Earlier Checks On Customer Identity

The UK Gambling Commission (UKGC) has reminded remote gambling operators that identity checks must be completed properly before customers gamble, warning that weak registration procedures can create problems when players later request withdrawals.

The regulator said more than a quarter of complaints received by its Contact Centre concern identity verification. Identity-check disputes also rank among the most common cases referred to Alternative Dispute Resolution providers.

Registration Data Under Scrutiny

Licence Condition 17 requires operators to establish that customers exist and that their name, address and date of birth correspond to the same individual before gambling is permitted. Operators cannot demand information at withdrawal if they could reasonably have requested it earlier.

The Commission’s financial risk assessment pilot found that some “unmatched” customer records resulted from poor identification practices. Although unmatched accounts represented only a small percentage of the pilot, the regulator examined why matching against credit reference agency records had failed.

Problems included initials instead of full names, nicknames replacing legal names and commercial addresses being supplied instead of residential ones. Wider casework also found customers registering with middle names rather than forenames, creating mismatches with records such as GAMSTOP.

Such discrepancies can weaken self-exclusion protections while creating difficulties for financial risk assessments and increasing risks associated with fraud and money laundering.

Regulator Targets Delayed Verification

The UKGC has seen improvements since previous warnings about checks being completed before withdrawal requests. However, casework continues to show identity concerns or risk indicators being investigated only when customers attempt to withdraw funds.

The regulator also raised concerns about third-party verification services and “fuzzy matching”, which can accept partial or uncertain matches. Operators remain responsible for meeting Licence Condition 17 even when external providers perform verification.

“By reinforcing existing identity verification requirements and setting out where improvements can be made, we aim to support operators in strengthening their processes to ensure the customer journey is as frictionless as possible,” said Helen Rhodes, director of major policy projects and evaluation, and Sarah Webster, senior policy officer.

The Commission said operators do not need Enhanced Due Diligence for every customer at registration. They should collect complete, accurate information and resolve identity concerns before problems arise later.

Financial Risk Assessment Pilot Faces Scrutiny

The update provides further detail on the 2024-25 financial risk assessment pilot. The Commission plans a phased rollout after further industry engagement, while wider pilot data is due for publication in September.

Industry stakeholders have criticised the lack of a full evaluation. Some have described the checks as “self-harm on an immense scale”. Betting and Gaming Council CEO Grainne Hurst said, “The Commission has yet to publish a full evaluation of the pilot, so neither the industry nor the public has seen the evidence needed to justify introducing these checks,” adding, “These checks cannot be described as genuinely frictionless if they produce unreliable outcomes.”

The Commission maintains that stronger verification at registration can improve matching, reduce withdrawal-stage delays and support regulatory obligations.

“Taking these steps will not only support better and more transparent customer outcomes, but will also strengthen operators’ ability to meet their wider regulatory obligations.”

Source:

"Reminder of identity verification requirements for remote operators", gamblingcommission.gov.uk. Aug 12, 2026