Paddy Power Betfair has agreed to pay £2 million after the Gambling Commission found the company failed to intervene promptly when customers showed signs of problem gambling. The penalty highlights ongoing concerns over gambling operators’ responsibilities to protect vulnerable users.
The watchdog identified multiple instances in which the bookmaker did not act quickly enough. In one case, a customer staked £86,000 over just over two weeks, yet no manual review of the account took place. Another customer placed over 300 bets totaling £20,000 during an eight-hour session, while a third deposited £25,000 within 25 days before any interaction from the operator occurred.
Betting firms are required to have systems in place to detect concerning gambling behaviours and respond in a timely manner. The Gambling Commission’s compliance assessment last year concluded that Paddy Power’s procedures fell short, noting that rapid spending, increasing deposits, overnight gambling, and sudden changes in betting patterns were not adequately identified or addressed until the following day.
John Pierce, the commission’s director of enforcement, said the size of the payment reflected the seriousness of the failings. “These failings should never have occurred,” he said. Pierce highlighted the risks of over-reliance on automated systems, warning that operators who fail to act when clear harm indicators are present expose customers to unnecessary danger.
Four entities under the Paddy Power and Betfair brands—PPB Entertainment, PPB Counterparty Services, Betfair Casino, and TSE Malta—will contribute to the settlement, classified as a “payment in lieu of a financial penalty.” This marks the second time in two years that the company has faced regulatory action. In 2023, Paddy Power Betfair was ordered to pay £490,000 for sending promotional messages to vulnerable customers who had self-excluded.
Flutter Entertainment, the parent company of Paddy Power Betfair, said it takes customer safety seriously. A spokesperson for its UK and Ireland business said the company believes it is a leader in player protection and stressed that no customer reviewed by the Gambling Commission suffered harm. The spokesperson added that new safety controls, including a next-generation monitoring platform, allow the majority of checks to occur in real time.
“Customer safety is our number one priority,” the spokesperson said. “We are confident that the issues highlighted by the commission would not be repeated today.”
The latest enforcement action underscores the ongoing scrutiny of gambling operators in the UK, with regulators warning that firms must respond swiftly to warning signs of harmful gambling behaviours to protect vulnerable customers and maintain industry standards.
