Entain Group Pty Ltd has entered into a court-enforceable undertaking with the Australian Communications and Media Authority (ACMA) after an investigation found more than 500 breaches of national gambling self-exclusion rules involving its Ladbrokes AU and Neds AU services.
The regulator found that Entain opened accounts for, and provided wagering services to, individuals registered with BetStop – the National Self-Exclusion Register™ – and failed to close existing accounts for self-excluded customers. Under the rules, wagering providers must close accounts as soon as practicable once a person registers with BetStop.
ACMA member Carolyn Lidgerwood said many breaches involved customers holding multiple accounts across the two brands.
“When someone signs up to BetStop, wagering companies must close all of that person’s accounts held within their services,” she said.
“In this case, Entain’s systems did not adequately identify and link all wagering accounts held by those customers across its services, including one account that remained open for more than a year after the customer had self-excluded.”
The investigation also found cases where new accounts were opened for individuals already registered with BetStop, as well as failures to adequately promote the register in customer communications.
“When people register for self-exclusion there should be no way for them to open new accounts for licensed wagering services in Australia,” Lidgerwood said.
The ACMA accepted an 18-month enforceable undertaking requiring Entain to conduct an independent review of its compliance systems and implement improvements. While no infringement notice was issued, failure to comply with the undertaking may result in court-ordered financial penalties.
