UK licensed operators are expected to identify and act on gambling harm quickly. A recent Gambling Commission review found gaps in how this was handled. The Paddy Power Betfair fine relates to customer interaction failures between 2023 and 2024.

• The Gambling Commission carried out a compliance assessment in April and May 2024. This led to a licence review covering four remote licences linked to Paddy Power and Betfair brands. The review focused on Social Responsibility Code Provision 3.4.3.

• Regulators found customer interaction systems were not sensitive enough to detect harm indicators. Examples included overnight gambling, rapid deposit increases and high staking levels. Some customers deposited up to GBP 25,000 (ca EUR 28,463) within weeks before any manual review took place.

• In several cases, action was delayed even after risk triggers were reached. One customer lost more than GBP 12,000 (ca. EUR 13,659) before an interaction attempt, while others received only automated messages despite intense betting sessions. The Commission said stronger measures, including immediate account blocks, were not considered quickly enough.

• The case concluded with a GBP 2m (ca. EUR 2.3m) payment in lieu of a financial penalty across all four licensees. The settlement also includes investigation costs and publication of the findings. The Paddy Power Betfair – both Flutter brands – fine was reduced after the operator accepted the issues and cooperated with the review.

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