Regulatory Shake-Up as UKGC Proposes Removing List of ADR Providers

As per the Digital Markets, Competition and Consumers (DMCC) Act 2024, accreditation for ADR will move to the Secretary of State from next April, while other proposals include deleting the Licence Conditions and Codes of Practice’s (LCCP) footnote that directs licensees to the Commission’s ADR list.

Licensed UKGC casinos will still be required to provide free access to ADR for customer complaints if they have been unresolved after eight weeks, though future providers will adhere to the new policy, where consumers will be referred to a provider approved by the Secretary of State.

Some sections of the Act have already been implemented. Revised protections against unfair trading came into effect in April, and the consultation includes updating references in the LCCP from the Consumer Protection from Unfair Trading Regulations 2008 to reflect new provisions and DMCC terminology.

Proposed wording states: “Licensees must ensure that they do not commit any unfair commercial practices within the meaning of the Digital Markets, Competition and Consumers Act 2024 at any stage of their interactions with consumers.”

The survey is open to responses online or by post until 29 September 2025. Regardless, consumers will still be entitled to free ADR after eight weeks. The proposed changes aim to clarify and direct consumers to the correct legislation.

Wider DMCC changes serve to improve and consolidate consumer rights and player protections, so while day-to-day usage of regulated casinos will look the same, the industry as a whole should benefit from strengthened regulations.