The UK Gambling Commission has warned operators over failures in identity verification procedures. More than a quarter of complaints to the regulator's contact centre relate to this issue, and verification disputes rank among the most common cases handled by alternative dispute resolution providers.
The UKGC found instances where licensees fail to collect sufficient data at registration and only request additional documents at withdrawal — despite the player having already signed up. This violates Licence Condition 17, which sets out verification requirements.
A separate concern involves the use of 'fuzzy matching' when working with third-party verification services. The method allows similar but not identical data to pass — for example, discrepancies in the spelling of a name or address. The UKGC believes this leads to faulty verification.
Other problems include incomplete or incorrect user data. Players register with initials instead of full names, use nicknames, or provide a business address instead of a home address. This creates mismatches with databases including GAMSTOP and undermines the self-exclusion system.
The regulator is requiring operators to collect accurate data up front and resolve identification disputes immediately rather than deferring them until withdrawal. According to Helen Rhodes and Sarah Webster of the UKGC, strict verification at entry is the most effective way to reduce friction. It will improve the user experience and help operators meet regulatory obligations.
