The Gambling Commission (UKGC) has issued a warning to remote operators after it found some licensees are still failing to meet existing identity-verification requirements.
According to the regulator, more than a quarter of complaints received by its Contact Centre relate to identity verification. It also said that disputes over the process are among the most common complaints referred to alternative dispute resolution providers.
The Commission identified a “number of instances” where licensees were not obtaining sufficient information from customers at registration to meet the requirements of Licence Condition 17, which covers identity verification.
As a result, some customers are being asked to provide additional information when they later attempt to withdraw funds, despite them having already completed the operator’s registration process.
The regulator also raised concerns over a reliance on so-called “fuzzy matching” when using third-party identity verification services.
The process can allow information that is similar, but not an exact match, to be accepted during verification. As such, the regulator warned this could lead to customers being incorrectly verified despite discrepancies in information such as their name or address.
Customers using nicknames to register for accounts
Other issues raised included how some operators were relying on incomplete or inaccurate customer information when verifying identities.
Examples included users registering with an initial rather than their full name, using a nickname, or providing a commercial rather than residential address.
There were also instances of customers using a middle name instead of their forename to sign up with an operator.
The Commission said this created mismatches with records held elsewhere, including GAMSTOP, adding that this could undermine the effectiveness of self-exclusion.
Operators told to tighten registration checks
With this in mind, the regulator urged licensed operators to collect complete and accurate information at registration and address unresolved identity concerns promptly. This, it said, should be done at an earlier stage rather than waiting until customers attempt to withdraw funds.
“By reinforcing existing identity verification requirements and setting out where improvements can be made, we aim to support operators in strengthening their processes to ensure the customer journey is as frictionless as possible,” said Helen Rhodes, director of major policy projects and evaluation, and Sarah Webster, senior policy officer, in a joint blog.
“Ensuring that robust identity verification checks are carried out at the outset is one of the most effective ways to reduce friction for customers. Taking these steps will not only support better and more transparent customer outcomes, but will also strengthen operators’ ability to meet their wider regulatory obligations.”
Dingnews.com 14/08/2026