Customer interaction with players exhibiting markers of harm

Requirement

Licensees must interact with customers in a way that minimises the risk of customers experiencing harms associated with gambling. Interactions must be based on indicators of harm including duration of session, frequency, deposits, losses, and time of day. Records of identification, interaction and outcome must be kept.

Remediation guidance

Auto-create Zendesk ticket on marker; enforce 24h SLA; document outcome.

Evidence specification

{
  "query": "harm_marker_flags_uk",
  "required_fields": [
    "player_id",
    "marker_type",
    "marker_score",
    "flagged_at"
  ]
}

{
  "ticket_tag": "safer_gambling_interaction",
  "required_fields": [
    "player_id",
    "interaction_at",
    "channel",
    "outcome",
    "agent_id"
  ]
}

Recent evaluations (Apollo Gaming Ltd.)