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Notably, sports bettors prioritised fast and clear information that was delivered without the interventions being disruptive. Casino players wanted accessible explanations and real-time support during play.
Land-based customers often lacked even basic pre-play information, and instead desired subtle, proactive support from staff.
Participants outlined several improvements. Of note were clear and simple financial disclosures, including real-time loss displays and transparent explanations of promotional wagering conditions.
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Evans said she was commitment to enhancing “online safety” through “proportionate regulation with partnership and shared responsibility” involving regulators, industry participants and technology firms.
“She becomes chair at this incredibly important time, supporting a sustainable, thriving industry with the essential protections needed to prevent harm,” DCMS Secretary of State Lisa Nandy commented on the appointment.
The appointment lands amid a broader reshuffle at the regulator, with policy and research director Tim Miller also departing after a decade in post.
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The first quarter of 2026 saw a total industry GGY of £4.4 billion including lotteries, or £3.4 billion excluding lotteries.
As of 31 March 2026, there were 2,154 licensed gambling operators, marking a 1.1% decline on the previous year. However the number of separately licensed gambling activities edged up 0.4% to 3,097.
The land-based gambling sector, comprising adult gaming centres (AGCs), betting shops, bingo halls and casinos, produced £4.9 billion in GGY over the year, marking a 1.1% yearly increase.
