The online gambling industry has been accused of breaking consumer laws and treating customers unfairly by UK competition watchdog.
The Competition and Markets Authority (CMA) is clamping down in the industry after an eight-month investigation, which heard from 800 unhappy customers. The watchdog also “demanded companies answer questions about how they operate, and closely examined the play on a range of websites”
“We know online gambling is always going to be risky, but firms must also play fair. People should get the deal they’re expecting if they sign up to a promotion, and be able to walk away with their money when they want to.” said Nisha Arora, the CMA senior director for consumer enforcement.
“Sadly, we have heard this isn’t always the case. New customers are being enticed by tempting promotions only to find the dice are loaded against them. And players can find a whole host of hurdles in their way when they want to withdraw their money.”
Sarah Harrison, the Gambling Commission chief executive, said that gambling companies who are found breaking the law should lose their license.
“The gambling industry should be under no illusion that if they don’t comply with consumer law, we will see this as a breach of their operating licence, and take decisive action,”
The Remote Gambling Association (RGA) has said that it will take “some time to digest and consider properly” the CMA investigation.
“However, where failings are identified companies individually will rectify them,” it said.
“If there are generic lessons to be learned then, as ever, we will work with the Gambling Commission to bring those to the attention of the wider industry with a view to raising standards across the board.”
The online industry is worth a total of £4.5 billion and attracts over 6.5 million regular customers within the UK.