GVC restructures customer care teams in line with BGC code 

Pre-empting regulatory and compliance changes enforced on its UK online gambling operations, GVC Holdings has restructured its customer service teams.

The FTSE100 gambling group stated that it will undertake changes to its VIP schemes and customer engagement protocols in-line with the recommendations set out by the Betting and Gaming Council’s (BGC) new code-of-conduct.

Concluding a series of ‘industry working groups’, this April the BGC announced its new industry safeguards on VIP interactions, game designs and further advertising standards.

As part of the action plan, all BGC members committed to restricting VIP programmes to customers aged 25-plus. Furthermore, BGC members detailed that all VIP interactions would be independently audited with regards to incentives and rewards.

The operator issued the following statement confirming its inbound changes: “GVC confirms that in line with its adoption of the Betting & Gaming Council’s new code of conduct for the management of high value customers (HVCs), it is restructuring its customer care teams. GVC was the lead operator in the industry working group on what were formally referred to as VIP schemes.”

“This work paved the way for the creation of the new code, which introduces significant enhancements to responsible gambling safeguarding measures for HVC schemes and reduces the number of customers eligible to participate, including a complete restriction for those aged under 25.

“As a result of the restructure, a number of roles have been identified at risk, though it is hoped and expected that by offering alternate positions within the Group, compulsory redundancies will be kept to a minimum.”