John Bollom, President of Bacta, the UK’s trade association for the amusement and gaming machine industry, has strongly defended high street gambling venues against what he described as “a series of attacks” from the BBC. Bollom’s response follows a BBC investigation that alleged significant compliance failures in Adult Gaming Centres (AGCs), particularly concerning self-exclusion measures.

Last week, a BBC reporter claimed to have successfully played at four out of five AGCs entered in Portsmouth, England, despite having previously signed up to a self-exclusion register. Following these revelations, the UK Gambling Commission (UKGC) confirmed it has launched its own investigation into the alleged failures, describing them as “very concerning.” Tim Miller, Executive Director of the UKGC, stated, as reported by iGaming Times, his commitment to “double down” on efforts to ensure checks are performed and to take “robust action” where evidence shows companies are not meeting regulatory expectations. He stressed the need for inspections to verify compliance.

Bollom, in a note to Bacta members, slammed the BBC report, describing it as an “unrepresentative investigation” across a small number of premises. He asserted that it is “the latest in a series of attacks that seek to undermine our industry at a time when we are now becoming an essential part of many High Streets.” Bollom also stated that “Once again, the usual suspects have looked down their noses and decreed that our members are the irresponsible poor cousins of the gambling industry.” He reassured members that Bacta is actively working with the UKGC, local Authorities, and the Department for Culture, Media and Sport (DCMS) to highlight the benefits that AGCs bring to British high streets.

Dispelling Myths and Highlighting Contributions

Bollom also directly refuted claims that the number of AGCs and problem gambling levels are on the rise. He explained that according to UKGC statistics, the number of AGCs has decreased by 35% since 2011. Additionally, he pointed out that the Problem Gambling Severity Index (PGSI), the tool used to estimate the prevalence of problem gambling in the UK, has consistently remained in the range of 0.3% to 0.7% since its inception in 2007. Bollom emphasised that “The vast majority of AGC customers gamble in a safe, responsible, and fun manner,” and acknowledged that while problem gamblers represent a small minority, “nonetheless, we remain committed to ensuring they don’t slip through the safety net.”

He highlighted the positive contributions of AGCs to local communities, stating that they “are community hubs. They’re fun to spend time in. They are comfortable, hospitable and inviting social spaces. They create jobs. They bring footfall to High Streets, boosting other industries such as retail and hospitality. They provide life to empty shops, and contribute heavily to the local economy in terms of tax and employment.” This defence comes as AGCs have faced increasing scrutiny from local authorities, who accuse them of targeting the poorest areas of the UK. In April, 36 councils and two mayors, including Greater Manchester Mayor Andy Burnham, signed a letter to DCMS Secretary Lisa Nandy, calling for “key reforms of the Gambling Act” to address community-level concerns about gambling harms, particularly regarding the concentration of gambling establishments in high deprivation areas.

Call for Industry Unity and Stronger Self-Exclusion

Given the intensified scrutiny on AGCs, Bollom insisted that it is vital for the industry to unify its efforts to ensure that any loopholes leading to the failures highlighted by the BBC report are effectively closed. He called for a Multi-Operator Self-Exclusion System (MOSES) to be universally implemented in every venue, offering customers the ability to self-exclude from similar gambling facilities within their locality. Bollom stressed that operators must ensure staff are properly trained to operate the MOSES system, requiring colleagues to access a tablet or other device to carry out self-exclusions directly in the venue. He also emphasised the need for staff to “look at the pictures of self-excluders every day, and react appropriately when one enters the venue.” The UKGC has also recently suspended an AGC operator’s license in Bradford over responsibility failures and in February, Merkur Slots UK Limited was fined £95,450 for failing to interact with a customer who lost £1,981 in two sessions, highlighting the regulator’s expectation for proactive intervention.

While Bollom’s message strongly defends the integrity and positive contributions of the high street gambling sector, it also serves as a clear directive for enhanced compliance and a unified approach to player protection measures like MOSES. The ongoing debate underscores the tension between industry aspirations for growth (including discussions of relaxing the 80/20 rule on machine ratios) and regulatory demands for robust safeguards and social responsibility.