The UK Gambling Commission (UKGC) has fined independent bookmaker Mark Jarvis £94,000 for failing to interact with a customer that displayed problem-gambling traits.
Reporting over a period of 19-months, the UKGC details that Leicester highstreet bookmaker Mark Jarvis failed to follow adequate social responsibility procedures, relating to a customer who spent £34,000 on its B2 gaming machines.
In its report, the UKGC further details that £11,250 of the funds had been stolen from the customer’s employer.
Further to the penalty, the UKGC has demanded that Mark Jarvis overhaul its betting shop responsibility procedures, as its staff had failed to follow ‘customer interaction codes’, which would have alerted them the early signs of problem gambling.
Richard Watson, Gambling Commission Executive Director, said: “This case is a clear example of why gambling operators must have and implement effective social responsibility policies and procedures. All operators, regardless of size, need to ensure they really know their customers”.