Single Customer View
⚠ Parts of this topic are still evolving — medium confidence. Confirm against the primary source.
The Single Customer View (SCV) addresses a structural blind spot: a customer who gambles moderately with many operators may show serious harm in aggregate that no single operator can see. In 2020 the Gambling Commission challenged the online industry to build such a view. The industry's answer is GamProtect, a voluntary, data-sharing scheme developed through the Information Commissioner's Office (ICO) regulatory sandbox and supported by the Betting and Gaming Council. It is an industry-led scheme rather than a single, state-run national database, and is distinct from GAMSTOP, the national self-exclusion register.
Originated from a 2020 Gambling Commission challenge to the online industry to develop a 'single customer view' of at-risk customers across operators.
Implemented in practice as GamProtect, an industry-led data-sharing scheme (operated via Tutelar Limited) supported by the Betting and Gaming Council.
Developed and tested in the ICO's regulatory sandbox; the ICO gave a positive determination that the data sharing can be done lawfully under UK GDPR when narrowly scoped.
A live pilot launched in April 2023 with major operators (including Flutter, Entain, bet365 and William Hill) and was subsequently opened to all operators.
When an operator closes or flags an account for gambling-harm reasons, it shares limited identifiers (name, date of birth, postcode, email, phone number and the reason for the flag) so other operators can match the customer and act.
Participation is voluntary, but the Gambling Commission has signalled that low take-up could lead to sign-up being made mandatory - the key privacy tension being cross-operator sharing of sensitive health-related data.
Operators join GamProtect voluntarily and, on identifying a customer at risk of gambling-related harm, submit that customer's limited personal details to the shared scheme. Other participating operators match the data against their own customer base and can close or restrict the matched accounts, extending a single operator's harm intervention across the network.
Reference, not advice. A teaching summary of the regulation — confirm current requirements against the primary regulator.