GVC pre-empts regulation with VIP team restructure
London-listed operator offers alternate roles to staff in Gibraltar as it prepares to adopt new industry code
GVC is restructuring its existing VIP customer care team ahead of the potential implementation of the new ‘high-value player’ regulation in the UK from October.
The London-listed operator revealed the reorganisation is in line with its adoption of the Betting and Gaming Council’s (BGC) code of conduct on so-called high-value customers, known previously in the industry as VIPs or high rollers.
It is understood GVC has launched a consultation on the possible relocation of individuals within the department, which will complete in August.
The full number of employees affected by the changes has not yet been disclosed by GVC.
GVC operates two main hubs for its VIP customer care team; one based in Gibraltar for UK and Western European players, while the other hub, for Central and Eastern European players, is based in Vienna.
GVC’s Gala, Coral and Ladbrokes VIP teams for the UK operate from the Gibraltar hub, while EGR understands the VIP department houses between 60-75 employees.
The firm currently operates a dedicated customer care phone line and offers live chat services to VIP players 24/7.
A spokesperson for GVC said: “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, it is restructuring its customer care teams.
“As a result of the restructure, a number of roles have been identified as at risk, though it is hoped and expected that by offering alternate positions within the group, compulsory redundancies will be kept to a minimum,” GVC added.
GVC was appointed to lead the Gambling Commission’s working group on VIP schemes in January in tandem with the BGC.
In April, the group released seven proposals for changes to current VIP regulations, including restricting access to VIP programmes to customers over the age of 25.
In addition, the group has proposed thorough and enhanced spending checks, due diligence checks and responsible gambling controls to be applied to all players prior to joining VIP programmes.
A Gambling Commission consultation on changes to VIP practices is currently underway and is expected to close in August, with new measures expected to be added to the LCCP from October.