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Evans said she was commitment to enhancing “online safety” through “proportionate regulation with partnership and shared responsibility” involving regulators, industry participants and technology firms.

“She becomes chair at this incredibly important time, supporting a sustainable, thriving industry with the essential protections needed to prevent harm,” DCMS Secretary of State Lisa Nandy commented on the appointment.

The appointment lands amid a broader reshuffle at the regulator, with policy and research director Tim Miller also departing after a decade in post.

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Notably, it has also provided insight into the evidentiary standards French courts expect operators to meet before taking corrective actions that could be subject to legal challenge.

The regulator identified six key categories of fraud frequently encountered in online gambling. These included identity fraud, payment fraud and abusive chargebacks. It also covered in-game cheating, money-dumping and sporting event manipulation

For each category, the guide explained pertinent legal provisions and recommended operational actions. 

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For AI-powered customer support and chat, operators are encouraged to set clear parameters for when conversations should be moved to a human member of staff. These include repeated low-confidence responses, unresolved queries, indications of distress, or a customer simply asking to speak to a human.

The MGA said the charter will be reviewed periodically as technology and regulation develops.

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