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Three senior manager departures and £13m sanction at Caesars

The Gambling Commission announced that Caesars Entertainment UK Limited is to pay £13 million and must implement a series of improvements following a catalogue of social responsibility, money laundering and customer interaction failures including those involving ‘VIPs’.

As a result of this investigation three senior managers at the company surrendered their personal licences and the Regulator’s investigations into Personal Management Licence holders are ongoing.

Caesers Entertainment is a land-based gambling business which operates 11 casinos across Britain. They are to pay £13 million after a Commission investigation found serious systematic failings in the way the company took decisions about VIP customers between January 2016 and December 2018. All £13 million from this case will be directed towards delivering the National Strategy to Reduce Gambling Harms.

Social responsibility failings included:

  • Inadequate interaction with a customer who was known to have previously self-excluded and lost £240,000 over a 13-month period
  • Inadequate interaction with a customer who lost £323,000 in a 12-month period and had displayed signs of problem gambling, which included 30 sessions that exceeded five hours
  • A customer was allowed to lose £18,000 in a year despite identifying herself as a self-employed nanny and informing staff that her savings had been spent. She also informed staff that she was borrowing money from family and using an overdraft facility to fund gambling activities
  • Inadequate interaction and source fund checks on a customer who identified as a retired postman and lost £15,000 in 44 days.

Money laundering failings included:

  • The operator did not carry out adequate source of funds checks on a customer who was allowed to drop around £3.5 million and lose £1.6 million over a period of three months
  • The operator did not obtain adequate evidence of source of funds for a politically exposed person (PEP) who lost £795,000 during a 13-month period
  • The operator did not carry out enhanced customer due diligence (ECDD) checks on a consumer who lost £240,000 over a 13-month period
  • The operator did not carry out adequate source of funds checks on a customer who identified as a waitress and was allowed to buy-in £87,000 and lose £15,000 during a 12-month period.

Neil McArthur, Chief Executive of the Gambling Commission, said: “We have published this case at this time because it’s vitally important that the lessons are factored into the work the industry is currently doing to address poor practices of VIP management in which we must see rapid progress made.

“The failings in this case are extremely serious. A culture of putting customer safety at the heart of business decisions should be set from the very top of every company and Caesars failed to do this. We will now continue to investigate the individual licence holders involved with the decisions taken in this case.

“In recent times the online sector has received the greatest scrutiny around VIP practices but VIP practices are found right across the industry and our tough approach to compliance and enforcement will continue, whether a business is on the high street or online.

“We are absolutely clear about our expectations of operators - whatever type of gambling they offer they must know their customers. They must interact with them and check what they can afford to gamble with - stepping in when they see signs of harm. Consumer safety is non-negotiable.”

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