Entain Hit With Remediation Over Ladbrokes, Neds Failings

Entain Group Pty Ltd, the operator behind Ladbrokes AU and Neds AU, has been ordered into an enforceable remediation program after Australia’s communications regulator uncovered widespread breaches of national self‑exclusion rules.

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The Australian Communications and Media Authority (ACMA) found more than 500 contraventions, including cases where accounts were opened for people registered with BetStop, the National Self‑Exclusion Register™, and instances where existing accounts were not closed as required. The investigation also revealed failures to properly promote BetStop in customer communications.

ACMA allowed self-excluded players to continue wagering

The ACMA’s investigation showed that Entain allowed self‑excluded individuals to continue wagering, sometimes across multiple accounts. ACMA member Carolyn Lidgerwood explained, “When someone signs up to BetStop, wagering companies must close all of that person’s accounts held within their services. In this case, Entain’s systems did not adequately identify and link all wagering accounts held by those customers across its services, including one account that remained open for more than a year after the customer had self‑excluded.” 

Breaches also occurred when new accounts were opened for individuals already registered with BetStop. “When people register for self‑exclusion there should be no way for them to open new accounts for licensed wagering services in Australia,” Ms Lidgerwood said. These failures highlighted weaknesses in Entain’s systems and raised concerns about the protection of vulnerable customers. 

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ACMA accepts 18‑month enforceable undertaking from Entain

Rather than issuing an infringement notice, the ACMA accepted an 18‑month enforceable undertaking from Entain. Under the agreement, the company must appoint an independent consultant to review its compliance systems, processes, and governance.

The consultant will deliver a report to Entain’s board and the ACMA, with recommendations for improvements. Entain is required to develop and implement an action plan within 60 business days of receiving the report, and to provide ongoing updates on its progress.

The undertaking also obliges Entain to self‑report any future breaches or complaints related to BetStop obligations. Failure to comply with the enforceable undertaking could result in court‑ordered financial penalties.

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