Entain Group has entered into a court-enforceable undertaking with the Australian Communications and Media Authority after an investigation uncovered more than 500 breaches of national gambling self-exclusion rules linked to its Ladbrokes AU and Neds AU platforms.
The regulator found that Entain failed to properly close betting accounts belonging to customers registered with BetStop – the National Self-Exclusion Register. The investigation also revealed that some customers were able to open new wagering accounts despite already being registered with the self-exclusion scheme.
ACMA finds failures in account closures
Under Australian rules, licensed wagering providers must close customer accounts as soon as practicable after a person signs up to BetStop. The system is designed to prevent self-excluded individuals from accessing licensed online betting services across the country.
According to the ACMA, Entain breached these obligations by allowing some accounts to remain active after customers had registered for self-exclusion.
ACMA member Carolyn Lidgerwood said many of the breaches involved customers holding multiple accounts across Entain-operated brands.
“When someone signs up to BetStop, wagering companies must close all of that person’s accounts held within their services,” she said.
The regulator stated that Entain’s internal systems did not properly identify and link all customer accounts across Ladbrokes AU and Neds AU. In one case highlighted by the ACMA, a wagering account remained open for more than a year after the customer had self-excluded through BetStop.
New betting accounts opened despite self-exclusion
The investigation also found that Entain opened new wagering accounts for people who had already joined the national self-exclusion register.
Under Australian law, betting companies must prevent registered users from creating new gambling accounts while their self-exclusion remains active.
Lidgerwood said the failures undermined the purpose of the national register.
“When people register for self-exclusion there should be no way for them to open new accounts for licensed wagering services in Australia,” she said.
The ACMA additionally identified failures in the way Entain promoted BetStop in customer communications. Wagering providers are required to provide clear information about the self-exclusion service as part of responsible gambling measures.
Enforceable undertaking to run for 18 months
Rather than issuing an infringement notice, the ACMA accepted an enforceable undertaking from Entain that will remain in place for 18 months.
Under the agreement, Entain must appoint an independent reviewer to examine its compliance systems and processes linked to BetStop obligations. The company must also implement recommended improvements aimed at preventing further breaches.
The regulator said the undertaking is legally enforceable. If Entain fails to comply with the agreed conditions, the matter could proceed to court and financial penalties may be imposed.
The action marks another compliance step by the ACMA as Australian authorities continue tightening oversight of online gambling operators and responsible gambling controls.
BetStop launched nationally to give Australians a single system to self-exclude from all licensed online and phone wagering services. Once registered, users cannot open new betting accounts and existing accounts must be closed for the duration of the exclusion period.
The ACMA has repeatedly warned operators that compliance with the self-exclusion framework is mandatory and that failures may lead to regulatory action.
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