Entain has entered an enforceable remediation programme after Australia’s communications regulator uncovered more than 500 breaches linked to national self-exclusion requirements.
The Australian Communications and Media Authority (ACMA) found that the operator, which runs Ladbrokes AU and Neds AU, failed to properly comply with obligations tied to BetStop, Australia’s National Self-Exclusion Register.
The investigation identified cases where accounts were opened for users already registered with BetStop, as well as situations where existing accounts were not closed after self-exclusion.
According to ACMA, some self-excluded users were still able to gamble, in some cases across multiple accounts.
ACMA member Carolyn Lidgerwood explained:
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. When people register for self‑exclusion there should be no way for them to open new accounts for licensed wagering services in Australia. These failures highlighted weaknesses in Entain’s systems and raised concerns about the protection of vulnerable customers.
The Australian Communications and Media Authority (ACMA) has recently determined that some of the new accounts established by players on licensed wagering platforms in Australia have already been registered as part of BetStop (self-exclusion). According to ACMA Chair, Ms. Lidgerwood, players who are included on BetStop should not be able to create new accounts on any Australian licensed wagering businesses.
ACMA did not issue a formal infringement notice; rather, ACMA accepted an 18-month Enforceable Undertaking from Entain Group Pty Ltd.
Under the terms of this undertaking, Entain must appoint an independent consultant to provide reviews of compliance, governance, and operational processes. The consultant will report their recommendations to both Entain and ACMA.
Following this review, Entain will develop an action plan and put this into practice within 60 business days. Entain will also need to provide regular updates on its progress to ACMA.
In addition, Entain will be required to self-report any breaches or complaints regarding BetStop obligations. A failure to comply with these requirements could result in the imposition of financial penalties by the courts.
