The Gambling Commission website uses cookies to make the site work better for you. Some of these cookies are essential to how the site functions and others are optional. Optional cookies help us remember your settings, measure your use of the site and personalise how we communicate with you. Any data collected is anonymised and we do not set optional cookies unless you consent.

Set cookie preferences

You've accepted all cookies. You can change your cookie settings at any time.

Skip to main content
  1. Home
  2. News
  3. Enforcement action
  4. Gambling Commission investigation into systemic failures in...

Gambling Commission investigation into systemic failures in player protection at PT Entertainment Services (PTES) leads to company closure

27 May 2020

The Gambling Commission today published the findings of an investigation into PT Entertainment Services (PTES) which uncovered systemic failures in player protection.

In March 2019 the regulator began an investigation after being contacted by the family of a man who tragically took his own life in April 2017 aged 25. Although PT Entertainment Services (PTES) – who used to trade as www.winner.co.uk and titanbet.co.uk - surrendered its licence during the investigation the Commission decided that it was in the public interest to complete the investigation and publish its findings.

The Commission’s investigation identified serious systemic failings in the way PTES managed its social responsibility and anti-money laundering processes. In relation to the young man in question, the Commission concluded that the operator failed to carry out any responsible gambling customer interactions even though it was aware that several of his debit card transactions had been declined. PTES also provided him with VIP status without verifying that he could afford to spend the amounts of money he was playing with - all of which are serious and unacceptable failings.

The investigation also revealed more general failings in the way PTES interacted with its highest spending customers. If the licence had not been surrendered the Commission would have imposed a financial penalty of £3.5million and considered whether other sanctions were appropriate. The Commission is continuing to investigate the role played by key individuals at PTES who still hold personal licences and will take any appropriate action following completion of further investigations.

Neil McArthur, the Commission’s Chief Executive, said: “This is a tragic case which came to light after I was contacted by the family of the young man who very sadly took his own life. I want to thank them for their bravery in bringing his case to our attention and we are grateful for the way they have worked with us in such terrible circumstances so that we could understand what happened.”

“Although PTES has ceased trading we decided to complete our investigation and publish our findings, as the lessons from this tragic case must be learned by all operators.’

“Our investigations into the role played by key individuals at PTES are continuing. As such, it would be inappropriate to say more about the specific case at this time.

“This case – like so many others we have seen – illustrates why the management of so-called ‘high value customers’ has to change. Operators must do everything in their power to interact with customers responsibly. We will shortly be opening a consultation to make permanent changes to the way operators recruit and incentivise high value customers."

Public statements

PT Entertainment Services Limited (PTES) Trading Public statement

Published: 27 May 2020

Read the public statement about pt entertainment services limited (ptes) trading public statement

Note to editors

  1. More information about how we regulate the gambling industry.

  2. Useful statistics on the gambling industry.

  3. Our approach to enforcement (opens in new tab)

  4. Journalists can contact our press office on 0121 230 6700 or email: communications@gamblingcommission.gov.uk

For all media enquiries, please contact the Gambling Commission press office.

Is this page useful?
Back to top