Entain Group Pty Ltd (Entain), the parent company of wagering services Ladbrokes AU and Neds AU, has entered into a court-enforceable undertaking after an Australian Communications and Media Authority (ACMA) investigation found more than 500 breaches of national self-exclusion rules.
The ACMA found that Entain opened accounts for and provided wagering services to people registered with BetStop - the National Self-Exclusion Register™. The company also failed to close wagering accounts for self-excluded customers.
Under the rules, once an individual registers with BetStop, wagering providers must close that person's account as soon as practicable.
ACMA member Carolyn Lidgerwood said many of the contraventions related to customers holding multiple accounts across the Ladbrokes and Neds services.
"When someone signs up to BetStop, wagering companies must close all of that person's accounts held within their services.
"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," Ms Lidgerwood said.
The investigation also found some breaches occurred when new accounts were opened for individuals who were registered with BetStop.
"When people register for self-exclusion there should be no way for them to open new accounts for licensed wagering services in Australia," Ms Lidgerwood said.
The investigation also found Entain failed to adequately promote BetStop in customer texts and emails as required under the rules.
The ACMA has accepted a comprehensive 18-month court-enforceable undertaking from Entain, committing the company to an independent review of its compliance systems and processes and the implementation of any recommended improvements.
The ACMA did not issue Entain with an infringement notice as that enforcement option was not available in these circumstances. However, failure to comply with an enforceable undertaking can result in court-ordered financial penalties.
