Player's complaint
Editorial note: UK VIP programmes have been the subject of multiple UKGC enforcement actions for failing to apply player-protection processes proportionately to high-spend customers. The 2020-2022 enforcement wave shifted industry practice toward proactive intervention with high-spending customers (rather than reactive handling). VIP players today typically experience more frequent affordability and source-of-funds checks than non-VIP players, reversing the historical pattern. Customers who experience VIP-tier perks alongside enhanced documentation requests should understand the documentation is mandatory under current regulation, not a punitive measure.