Industry Leaders Address Challenges at CMS Conference

The CMS Gambling Conference took place at 78 Cannon Street in London on Wednesday, June 19^th. Casinos.com journalist Alan Evans was in attendance. 

Before they entered the conference room for the main event, in a fireside chat, David Zeffeman, Partner, Head of Gambling for CMS, had a lot of conversation and cordial greetings with Andrew Rhodes, Chief Executive of the Gambling Commission; Richard Flint, former Chair and Chief Executive of SkyBet; Joanne Whittaker, Chief Executive of BetFred; and Per Widerstrom, Chief Executive of Evoke.  

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Frustration, Uncertainty, Delays and Calls for Direction, Unity and Positive Action 

What came across as the main message from the CMS Gambling Conference 2024, following all the questions and all the answers, was that the industry – everything from traditional betting shops to casino sites – is still going through a period of great change. 

There is frustration and uncertainty, and there is delay. There are different levels within the industry, and there are also rogue elements. 

A dialogue between the Gambling Commission and the industry has been well established and the UK Government and no doubt other devolved governments will be looking closely at the effects of the regulations, which have been put in place in part.   

CEO’s Message Heard Loud and Clear

He was prepared to tackle difficult questions but drew the line when it came to making any comments on any pending changes, which would have to be put before any new Government administration post-general election. 

‘A Golden Opportunity’

Perhaps Joanne Whittaker of BetFred summed up the feeling within the gambling industry when asked what was new and exciting and part of the plans. 

Whittaker said: “There is a golden opportunity for whoever can nail this whole compliance bit and come up with a streamline process for customers financial checks.”  

“Let’s stop arguing stop debating and work together, work out what we are looking for, stop beating each other up really get to the right place for the consumer get back to what we are good at instead of getting bogged down.”  

“It is so negative. It doesn’t help when all we talk about is bank statements and payslips. How can our teams work out what people can afford without looking at a bank statement and payslips? We can’t. We are working together we are working with CRAs. We can streamline it, we can work with customers.” 

Attendees mingle and network at the CMS Gambling Conference 2024.

In recent years there has been a spate of complaints from consumers online over the amount of red tape having to be jumped through. Many of these complaints go viral on social media, leaving the operators with egg on their face.

The thought of a white paper being recirculated or more consultations was too much for BetFred’s Joanne Whittaker and she said she would just like to see the end of it so that the company could focus on new and exciting avenues.  

Her sentiments were echoed by all panellists’ and the general view appeared to be one of unity in accepting that regulations were needed but that the system had to be streamlined and fair for land based and online operators.  

No Place on Platform for Rogues and Outliers  

The industry may have its outliers and rogues, but I saw none of those people at the conference. I only saw people running very successful businesses. People who were doing their best to work with regulators. People who are responsible for providing an enormous number of jobs and revenue.

The betting and gaming industry’s revenues reached £15.1 billion in the year to March 2023, or £10.95bn excluding the National Lottery, according to figures from the Gambling Commission. 

As of 2019, approximately 46 thousand people work in the UK betting industry, a decrease of roughly nine thousand within the past nine years. The other sectors such as bingo, casinos, arcades or online are all close to around ten thousand employees. 

As with trains, it could be ‘All Change’ for the Gambling Industry following the results of the General Election in July.  

On The Right Rhodes

There were plenty of questions asked and the majority were directed at the man who has managed to both turn the industry to look introspectively at itself ensuring they do some housekeeping while being the go-to person for those who may have been having difficulty coming to terms with the changes instigated by the Gambling Commission, which is considered to be one of the toughest regulators in Europe. 

It is a brave man or woman who wields a stick in the face of such a powerful and wealthy industry but Andrew Rhodes in his own words is ‘in no one’s pocket.’ His is a long-term body of work, which is informed by evidence. By his own admission, some of that can be imperfect. Surveys and consultations bring out the best and worse in people. It depends which side of the gambling argument you are on.

Balancing that body of rules and regulations with the protection of an enormous amount of employment provision and generation of billions in revenue against the protection of vulnerable people and gambling addicts is a tightrope walk many would shy away from. Mr Rhodes confessed to not having much experience with the gambling industry prior to taking up his role but that did not stop him from grasping the nettle and rocking the boat as it were.