Merkur Slots UK has been fined £95,450 by the Gambling Commission for social responsibility failings after a 64-year-old woman, Wendy Hughes, lost nearly £2,000 at its Stockport branch over two 16-hour sessions in November 2023. Staff were aware of Hughes' mounting losses and knew she was going to withdraw more money from the cash machine. The Gambling Commission found that Merkur, despite having social responsibility measures in place, failed to implement them effectively.
A branch of Merkur Slots . Wendy Hughes lost nearly £2,000 in the Stockport branch over the course of two spells lasting 16 hours in November 2023.A branch of Merkur Slots . Wendy Hughes lost nearly £2,000 in the Stockport branch over the course of two spells lasting 16 hours in November 2023.
Andrew Rhodes, the regulator’s chief executive, said: “This was a clearcut case of an operator failing to follow rules aimed at keeping consumers safe from harm. “All operators should make sure that not only do they have policies and procedures aimed at preventing harm in place, but also that staff are effectively trained to follow and implement them.”
They even reserved her favourite machine with a “hold card”, a practice that exploits customers’ irrational belief that a long losing streak on one terminal must surely end in a jackpot soon.Get set for the working day – we'll point you to all the business news and analysis you need every morningThe Gambling Commission said Merkur had social responsibility measures in place but that staff had failed to follow them.
GAMBLING REGULATION GAMBLING ADDICTION SOCIAL RESPONSIBILITY MERKUR SLOTS GAMBLING COMMISSION
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