Online gambling operators 32Red and Platinum Gaming, both part of Kindred Group, have been fined £7.1 million for social responsibility and anti-money laundering failures, the Gambling Commission have announced
32Red customer gambling session times should have prompted earlier identification of customers who may have been experiencing gambling related harm and its controls were not effective as they failed to identify and protect potential problem gamblers.
For example, one customer was allowed to deposit £43,000 and lose £36,000 within seven days.
Customer interactions at 32Red were being carried out and logged, however it was found that they were superficial and lacked depth and probing, with the operator settling for customer assurances that they were comfortable with their level of gambling and that they could afford it.
Platinum Gaming failed to have effective policies and procedures designed to identify separate accounts held by the same individual. For example, self-excluded or blocked customers were able to register on Platinum Gaming after being blocked or self-excluded on the 32Red platform.
It also failed to identify and interact with customers who may have been experiencing harms associated with gambling.
Kay Roberts, executive director of the Gambling Commission said: “These failures highlight clearly that both operators failed to interact with customers in a way which minimises the risk of them experiencing harms associated with gambling. Our investigations also showed that policies and procedures were overlooked, both around customer accounts and anti-money laundering practices.
“Ultimately, it is an example which all gambling operators should take notice of to ensure they protect their customers at all times.”
