Camelot has congratulated its retailers after results for 2019 show 91% of National Lottery retailers correctly asked for ID as proof of age on the first visit. The high pass rate has now been maintained for three straight years, and betters 2016’s and 2015’s results by 2% and 5% respectively.
Each year Camelot conducts 11,600 mystery shopper visits to ensure that people under the age of 16 don’t play any National Lottery game. If a retailer fails a mystery shopping visit on three occasions, their National Lottery terminal will be suspended and is likely to be removed.
When mystery shopping visits kick off in 2020, Camelot will be reminding its retailers of their responsibilities in this area. A leaflet will be landing in all National Lottery retailers over the next few months with top tips on acceptable forms of identification, what to do if a customer appears to be underage or playing in an unhealthy way, and ways to ensure all staff are correctly trained.
In addition, Camelot is continuing with the next phase of its ‘Supporting Healthy Play’ training programme throughout the year, to support retailers in feeling confident and equipped in this respect. The training educates retailers and offers tools for how to respond if a customer is asking for help with their play, or if shop staff are worried about a regular customer playing too much. It also provides retailers with the right resources to be able to offer customers information on GamCare – a provider of information, advice, support and free counselling for the prevention and treatment of problem gambling.
Camelot’s Retail Director Jenny Blogg commented: “At this very difficult time, I’m absolutely delighted to be able to share the news that our National Lottery retail partners have retained their excellent mystery shopping pass rate for a third year running.
“I’d like to personally thank each and every one of our retail partners for the part they have played in this.”
