32Red handed £2 million penalty for failing to protect high-staking customer

Online bookmaker 32Red have been fined £2 million by the UK Gambling Commission after failing to protect a problem punter.

Between November 2014 and April 2017, the customer was allowed to deposit a total of £758,000, without the appropriate social responsibility and money laundering checks carried out.

Instead of checking whether the customer needed help with their problem, it was revealed that 32Red staff instead applied bonuses to the customer's account – despite 22 instances indicating he was a problem gambler.

The customer had told staff they were frustrated with their losses, and were chasing them. They also expressed concerns about the amounts they were spending.

It was revealed during the investigation that 32Red failed to check that the customer could afford their level of spending.

The customer's account was not reviewed until January 2017, as a result of unusual play suggestive of possible problem gambling – a seven-figure win, which was instantly replayed.

Gambling Commission executive director Richard Watson said: "Instead of checking on the welfare of a customer displaying problem gambling behaviour, 32Red encouraged the customer to gamble more – this is the exact opposite of what they are supposed to be doing.

"Operators must take action when they spot signs of problem gambling and should be carefully reviewing all the customers they are having a high level of contact with.

"Protecting consumers from gambling-related harm is a priority for us and where we see operators failing in their responsibility to keep their customers safe we will take tough action."