Anti-Money Laundering (AML)
Refers to all policies and pieces of legislation in force to prevent money laundering. 

Black, Asian and Minority Ethnic (BAME)
BAME is a collective term used as a way of referring to ethnic minority groups in society.

Brand Reputation through Compliance (BRC)
Brand Reputation through Compliance (BRC), is a globally recognised UK trade organisation which protects consumers, meets legal obligations and safeguards brands at every stage of the food supply chain.

Content Management System (CMS)
CMS stands for content management system. CMS is computer software or an application that uses a database to manage all content, and it can be used when developing a website. 

Customer Relationship Management (CRM)
Customer relationship management is the process of managing interactions with existing as well as past and potential customers.

Enhanced Due Diligence (EDD)
Enhanced due diligence is a know your customer (KYC) process that provides a greater level of scrutiny and highlights risk that cannot be detected by customer due diligence. 

MSC Certified
Fish and seafood from certified fisheries carry the blue MSC label, assuring our customers that what we're buying is sustainable.

Women in Hospitality, Travel and Leisure (WiHTL)
WiHTL is devoted to increasing women's and ethnic minorities' representation at all levels and in leadership positions across Hospitality, Travel and Leisure (HTL).


Financial terminology

Like-for-like ("LFL")
Excludes the impact of club openings, closures, acquired businesses and foreign exchange movements.

Net gaming revenue ("NGR")
NGR is revenue less customer incentives.

Operating margin
Operating profit expressed as a percentage of revenue

A measure that includes performance of a business prior to its acquisition.

A measure that excludes the separately disclosed items which include the impact of amortisation of acquired intangibles, profit or loss on the disposal of a business, acquisition and disposal costs including changes to deferred or contingent consideration, impairment charges, reversal of impairment charges, restructuring costs as part of an announced programme, retranslation and remeasurement of foreign currency contingent consideration and the tax impact of these.


Gaming industry terminology

Betting and Gaming Council (BGC)

An industry body who works with members to raise standards, create a culture of safer gambling and build public and institutional trust in the gambling industry.

Daily Retention Game
A daily game retention is a measure of how many people are still playing a game after a certain period of time from their first login date.

Dirección General de Ordenación del Juego
The Spanish gaming regulator

A charitable organisation that provides counselling and other services to those with gambling-related problems

Gambling Commission
The governing body for all sectors of gambling in Great Britain, with the exception of the National Lottery and spread betting

Interval games
Automated game of bingo played in a licensed club

Main stage bingo
Traditional game of bingo played in a licensed club

Mecca Max
Portable hand-held electronic bingo terminal available in Mecca's venues

Pari-mutuel gaming
Gaming where players compete with each other to win prizes. The house may take a fee for organising the game but does not participate actively. Also called ‘player-to-player’ gaming

Responsible Gambling Trust
A charitable organisation that funds treatment, education and research related to problem gambling and which was formed following the merger of The GREaT Foundation and the Responsible Gambling Fund

Safer Gambling (SG)
Safer gambling' is a term used to describe the approach to limiting the risk of problem gambling and gambling-related harm.

Ticket in Ticket Out (TiTo)
This is a technology used in slot machines whereby the machine prints out a barcoded slip of paper which can then either be redeemed for cash or inserted for play into other TiTo machines


KPI terminology

Active customers
Unique customers visiting a bingo or casino venue or operating an online account in the 12-month period

Average NGR per player
NGR divided by active customers

Customer visits
Individual customer visits to bingo and casino venues

High-Value Customer (HVC)
A “high-value customer” is a customer who brings in the most value to the business. These are the people who not only seek out our services, but actually spark growth in the business’ customer base by spreading the word to other like-minded customers.

Spend per visit
NGR divided by customer visits