Ladbrokes Coral Fined £5.9 Million for Failing to Protect Vulnerable Customers

It’s no secret that the UKGC has spent recent years focusing on the safety and protection of customers at casinos in the jurisdiction. 

Changes to legislation as well as strict enforcement of marketing, images, and offers has forced casinos to make adjustments in many different ways. 

One of the most important systems that the Commission has insisted on is the inclusion of responsible gambling options for customers. The ability to self-exclude from playing, setting deposit and betting limits, as well as being able to shut down accounts entirely is necessary and must be upheld by law. 

 Ladbrokes Coral Fined 

One of the largest betting and gambling companies in Britain, Ladbrokes Coral, was recently find a massive £5.9 million. 

The main push behind the fine was due to Ladbrokes Coral failing to protect vulnerable customers. 

Richard Watson, executive director of the UKGC, commented on the failings in question. “These were systemic failings at a large operator, which resulted in consumers being harmed and stolen money flowing through the business and this is unacceptable," said Watson. 

A long list of transgressions against Ladbrokes was laid out by the Commission which ranged from 2014 to 2017. These transgressions included a number of serious offences including failing to prevent money laundering, another focus for the Commission. 

 Neglected Customers 

Putting safeguards in place to protect vulnerable customers is a must for casinos. Failing to do so means receiving harsh consequences from the UKGC, as this situation has shown. 

Amongst the transgression listed by the Commission against Ladbrokes Coral were a number of customers that should’ve been questioned for their playing habits. 

The two players which stood out the most included one player which lost £98,000 while playing at Coral. This customer had requested to no longer receive promotions and had attempted to make 460 deposits. Each of these deposits was declined, but the customer still managed to lost £98,000 in just over 2 years. 

Another customer spent more than £1.5 million over 3 years and would log on to their account up to 10 times a day. In one 4-day period, this player lost more than £64,000 but Ladbroke has been raked over the coals for failing to question this behaviour or contacting the customer in question. 

Ladbrokes Coral was bought by GVC in 2018 and has been looking to make changes to the current systems. 

Chief executive of GVC, Kenny Alexander, commented saying: “These historical failings were unacceptable and since the acquisition I have overseen a systematic review of the enlarged group’s player protection procedures and the individuals responsible for these problems have exited the business.”