A casino operator who had onboarded a VIP from its land-based operations to its online:
A bookmaker who had a long-term relationship with a customer failed to follow customer interaction codes when that customer showed signs of experiencing serious harms from gambling and spent £34,000 through debit cards on B2 gaming machines in one betting shop, of which £11,250 was stolen. These failings flowed from the following flaws in its policies and procedures:
An online operator running a betting exchange failed to identify and interact with customers showing signs of problem gambling on numerous occasions. Any operator who offers customers the opportunity to bet on an exchange is liable in respect of both anti-money laundering (AML) and social responsibility provisions for all money through the exchange. Similar customer interaction failings were identified in its online and retail environments.
Next section: Safer Gambling healthcheck
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