UKGC Withholds Evolution Gaming Complaint Data

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UKGC Cites Law Enforcement Exemption in Refusal

The UK Gambling Commission (UKGC) has withheld information regarding complaints made against major casino games supplier Evolution Gaming, according to a Freedom of Information (FOI) response published on its website.

In a request dated 4 August 2025, an individual asked for a list of complaints filed against the company and details on their outcomes. The UKGC responded by refusing to confirm or deny whether it holds any information falling within the scope of the request.

Why Was the Information Withheld?

The Commission invoked Section 31(3) of the Freedom of Information Act 2000, an exemption related to law enforcement. This clause allows a public authority to neither confirm nor deny holding information if doing so would, or would be likely to, prejudice its regulatory functions.

In its public interest test, the UKGC weighed the arguments for and against disclosure. While acknowledging the public interest in transparency and accountability, the regulator concluded that the need to protect its investigative processes was greater.

The response stated that confirming or denying the existence of such information could alert individuals or companies to potential investigations, providing an "opportunity to alter their behaviours or evade detection." It further noted that releasing such details could impact the willingness of stakeholders to share sensitive information with the Commission in the future.

This type of response is standard procedure when disclosing information could compromise current or future regulatory action.

What This Means for Consumers

The UKGC's decision highlights its specific role in the industry. The response clarified that the Commission is a regulator, not an ombudsman or a dispute resolution service. Its primary function is to ensure gambling businesses comply with their licence conditions, not to settle individual player complaints.

Information from consumer complaints is used as intelligence to identify patterns of non-compliance and inform wider regulatory work. The Commission only publishes details of its enforcement activity through official public statements after an investigation is complete and a formal regulatory decision has been made.

For consumers, this means:

• The FOI process cannot be used to access raw complaint data about specific operators or suppliers if it relates to potential enforcement.
• The primary route for resolving individual disputes remains with the operator's internal complaints procedure and, subsequently, an approved Alternative Dispute Resolution (ADR) provider.
• Information on operator failings is made public by the UKGC only after formal action, such as a fine or licence suspension, has been concluded.