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Responsible Gambling Playbook

Affordability Check Operational Playbook

This playbook provides a step-by-step operational guide to implementing the affordability check system: trigger thresholds, data sources, check outcomes, enhanced due diligence workflows, customer communication protocols, and governance requirements.

UKGC Phase 1 frictionless affordability checks went live in February 2026. Operators must now monitor player net losses and, at the £150/month threshold, conduct a frictionless check using credit reference agency data — without the player being aware a check has occurred. At higher thresholds or where vulnerability indicators are present, enhanced due diligence applies. This playbook provides a step-by-step operational guide to implementing the affordability check system: trigger thresholds, data sources, check outcomes, enhanced due diligence workflows, customer communication protocols, and governance requirements.

What you'll get

  • End-to-end process map with roles and responsibilities defined
  • Escalation matrix and decision-authority guidance
  • Operator communication and correspondence templates
  • Monitoring and QA checkpoints with suggested frequency

Who this is for

  • Operations managers and team leads owning day-to-day compliance processes
  • Compliance directors standardising procedures across teams or sites
  • HR and training leads embedding regulatory requirements in onboarding

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