Self-exclusion and credit check failures cost Rank Plc £500,000

Richard Watson – UKGC

Issuing a market update, the UK Gambling Commission (UKGC) has fined London-listed gambling operator Rank Group Plc £500,000 for failing to meet standards on customer gambling protections.

A UKGC investigation has revealed that Rank failed to interact with a customer who displayed ‘problematic behaviour’ whilst wagering at Rank Interactive property GrosvenorCasinos.com

The customer is reported to have lost £1 million during a 24-hour period.

The investigation further details that Rank Interactive had contacted the problem gambler during a period of self-exclusion and in addition had failed to adhere to UK gambling policy relating to the credit financed wagering.

The mandatory self-exclusion tool is used by consumers who feel they are having trouble controlling their gambling and request that the operator refuse their service for an agreed period.

Commenting on the update, Richard Watson, Gambling Commission Executive director, said: “We expect all operators to protect any consumer who maybe experiencing problems with their gambling, and operators shouldn’t fall into the trap of thinking that VIP customers don’t experience difficulties.

“No matter how wealthy customers are, operators still need to monitor them effectively to ensure they aren’t showing signs of problem gambling. It is certainly not appropriate to visit customers during a period when they are self-excluded.

“This penalty package would have been a lot higher were it not for the positive action Rank took in terms of self-reporting their failures and being open and transparent during our investigation.”