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Responsible Gambling Playbook

Customer Gambling Harm Incident Response Playbook

For operators who need to know their team will respond correctly when a serious customer harm incident occurs — including when CEO involvement is required. The RG manager gets a welfare-first response framework with regulatory notification decision tree, account review checklist, and post-incident review.

A five-part playbook for responding to serious customer gambling harm incidents including customer death, acute welfare crisis, and third-party welfare concerns. Covers incident assessment, immediate

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

Save with a bundle

This tool is part of a bundle. Buy the bundle and get every tool in it for one price.

RG Crisis and Regulatory Response Bundle This tool plus 3 more — from £999.00 + VAT View bundle →

Work With a TGB Expert

If your situation is complex, or you want a specialist to review your completed work and guide your next steps, TGB can match you with an expert in this subject area. Complete the tool as fully as you can, then book your session — we sign a short NDA, share your responses with your assigned expert, and arrange a 90-minute call. Your expert reviews your work beforehand, so the whole session is on your situation. You leave with a written summary and a clear action plan.

£4,500 + VAT

The Expert Session is an add-on to the tool, not a replacement for it. The tool itself (£499.00 + VAT) is purchased separately and is added to your basket with your session.

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Single payment. Booking and NDA handled by the TGB team.

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