Hej Matej
Efter att ha tittat p? l?nken du skickade till mig ser jag att datumet f?r detta dokument tydligt s?ger fr?n oktober 2019 ...
Att ?verskrida best?mmelsen "Best?mmelse om socialt ansvarskod 3.4.1 (Fr?n och med 31 oktober 2019) Kundinteraktion"
Enligt best?mmelse F) st?r det tydligt "F?rhindra alternativ f?r omv?nd uttag f?r kunder tills vidare."
Min fr?ga h?nde i april 2020, detta ?r daterat 2019 ?????? Sn?lla hj?lp mig att f?rst? detta ytterligare
Se fullst?ndig information nedan.
Kundinteraktion - Ytterligare formell v?gledning f?r fj?rroperat?rer under COVID-19-utbrott
3.4.1 (Fr?n och med 31 oktober 2019) Kundinteraktion
Alla licenser, med undantag f?r lotteri som inte ?r fj?rrkontroll, teknik f?r spelmaskiner, spelprogramvara och v?rdlicenser.
1. Licenstagare m?ste interagera med kunder p? ett s?tt som minimerar risken f?r att kunder f?r skador i samband med spel. Detta m?ste inneh?lla:
identifiera kunder som kan riskera eller uppleva skador i samband med spel.
interagera med kunder som kan riskera eller uppleva skador i samband med spel.
f?rst? effekterna av interaktionen p? kunden och effektiviteten i licenstagarens handlingar och tillv?gag?ngss?tt.
2. Licenstagare m?ste ta h?nsyn till kommissionens v?gledning om kundinteraktion. Denna v?gledning utf?rdas vidare till den formella kundinteraktionens v?gledning f?r fj?rroperat?rer fr?n juli 2019.
P? grund av den p?g?ende COVID-19-pandemin och tillh?rande l?sning b?r licensinnehavare se till att de har f?ljande ?tg?rder implementerade i deras kundinteraktionsram f?r att f?rebygga spelrelaterade skador:
a) Granskningar av alla tr?sklar och triggers som anv?nds f?r att sp?ra s?rbarheten f?r att s?kerst?lla att de ?terspeglar f?r?ndrade ekonomiska omst?ndigheter som m?nga konsumenter kommer att uppleva. En tonvikt b?r l?ggas p? att dessa tr?sklar och triggers proaktivt ?terst?lls p? f?rsiktighetsbasis f?r att s?kerst?lla att kunder med framv?xande s?rbarhet, s?som ?kad tid p? spel eller ?kad spendering kan identifieras
b) Granska specifikt dina tidsindikatorer f?r att f?nga uppspel p? mer ?n 1 timme eftersom det h?r ?r en fullmakt f?r potentiell skada.
c) St?ll in ytterligare eller modifiera befintliga tr?sklar och triggers som ?r specifika f?r nya kunder som ?terspeglar en operat?rs brist p? kunskap om den enskildas spel- och spenderingsm?nster.
d) Implementera processer som s?kerst?ller kontinuerlig ?vervakning av din kundbas, identifiera kunder vars m?nster f?r spel, spendera eller beteende har f?r?ndrats under de senaste veckorna.
e) G?r bed?mningar av ?verkomliga priser f?r individer som h?mtats av befintliga eller nya tr?sklar och triggers som indikerar att konsumenterna upplever skada. ?verv?ga att begr?nsa eller blockera ytterligare spel tills kontrollerna har avslutats och bevis som erh?llits.
f) F?rhindra alternativ f?r omv?nd uttag f?r kunder tills vidare.
g) Stoppa bonuserbjudanden eller kampanjer till kunder som visar indikatorer p? skada [1]
Att k?nna till och identifiera dina kunder som riskerar eller upplever skada och agerar tidigt och snabbt kan hj?lpa till att stoppa eller f?rhindra att skadan f?rs?mras.
Dessa ?tg?rder kommer att h?llas under periodisk granskning av kommissionen och kan revideras som svar p? f?r?ndringar i omst?ndigheterna.
Hi Matej
Having now looked at the link you sent me I see that the date for this document clearly says from October 2019......
Headlining the Provision 'Social responsibility code provision 3.4.1 (From 31 October 2019) Customer interaction'
Under provision F) it clearly says 'Prevent reverse withdrawal options for customers until further notice.'
My issue happened in April 2020 this is dated 2019?????? Please help me understand this further
See full info below.
Customer interaction – Additional formal guidance for remote operators during COVID-19 outbreak
Social responsibility code provision 3.4.1 (From 31 October 2019) Customer interaction
All licences, except non-remote lottery, gaming machine technical, gambling software and host licences.
1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:
identifying customers who may be at risk of or experiencing harms associated with gambling.
interacting with customers who may be at risk of or experiencing harms associated with gambling.
understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.
2. Licensees must take into account the Commission’s guidance on customer interaction. This guidance is issued further to the formal customer interaction guidance for remote operators of July 2019.
Due to the ongoing COVID-19 pandemic and associated lockdown, licensees should ensure they have the following measures implemented into their customer interaction framework for the purposes of preventing gambling related harm:
a) Reviews of all thresholds and triggers used to track vulnerability to ensure that they reflect changed financial circumstances that many consumers will be experiencing. An emphasis should be placed on those thresholds and triggers being proactively reset on a precautionary basis to ensure customers with emerging vulnerability, such as increased time spent at play or increased spend can be identified
b) Specifically, review your time indicators to capture play in excess of 1 hour as this is a proxy for potential harm.
c) Set additional or modify existing thresholds and triggers which are specific to new customers reflecting an operator’s lack of knowledge of that individual’s play and spend patterns.
d) Implement processes that ensure the continual monitoring of your customer base, identifying customers whose patterns of play, spend or behaviours have changed in the last few weeks.
e) Conduct affordability assessments for individuals picked up by existing or new thresholds and triggers which indicate consumers experiencing harm. Consider limiting or blocking further play until the checks have been concluded and supporting evidence obtained.
f) Prevent reverse withdrawal options for customers until further notice.
g) Stop bonus offers or promotions to customers displaying indicators of harm[1]
Knowing and identifying your customers at risk of or experiencing harm and acting early and quickly could help stop or prevent the harm worsening.
These measures will be kept under periodic review by the Commission and may be revised in response to changes in circumstance.
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