ACMA finds Ladbrokes and Neds breached national self-exclusion rules

The Australian Communications and Media Authority (ACMA) has found that Entain Group, parent company of Ladbrokes AU and Neds AU, breached national gambling self-exclusion rules more than 500 times.

Following an investigation, the regulator determined that Entain opened wagering accounts for individuals registered with BetStop, Australia’s National Self-Exclusion Register, and failed in some cases to close existing accounts as soon as practicable, as required under the rules.

Under the BetStop framework, once a person registers for self-exclusion, licensed wagering providers must promptly close all of that customer’s accounts and prevent the creation of new ones. The ACMA found that many of the contraventions stemmed from customers holding multiple accounts across Ladbrokes and Neds platforms.

ACMA member Carolyn Lidgerwood said Entain’s systems did not adequately identify and link all wagering accounts held by self-excluded individuals across its services. In one instance, an account remained open for more than a year after the customer had registered with BetStop.

The investigation also uncovered cases where new wagering accounts were opened for individuals who were already listed on the self-exclusion register. Additionally, Entain failed to sufficiently promote BetStop in certain customer communications, including texts and emails, as mandated by the rules. 

The ACMA has accepted a comprehensive 18-month court-enforceable undertaking from Entain. Under the undertaking, the company will commission an independent review of its compliance systems and processes and implement recommended improvements.

While no infringement notice was issued, the regulator warned that failure to comply with the enforceable undertaking could lead to court-imposed financial penalties.