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The number of UK consumers complaining about gambling operators has increased almost 5,000 per cent over the last five years, according to Gambling Commission (UKGC) figures obtained by the BBC’s Panorama programme.
Their number rose from 169 in 2013 to a record 8,266 in 2018. The rise in the number of complaints about gambling operators follows a massive increase in gambling participation and problem gambling over the past decade. Compulsive gamblers are claiming that local bookmakers still use various enticements, such as special offers and bonuses, to attract them even they have asked to be excluded from the companies’ mailing lists.
Commission executive director Neil McArthur sees the rise as a positive for the UK gambling industry with consumers taking more responsibility.
“We’re pushing the industry to know its customers, and part of this is actually, possibly, a good sign because it’s suggesting that consumers are demanding more of the gambling operators. And I would encourage them to continue to do that,” explained McArthur.
The industry has continued to grow rapidly following the government relaxed restrictions on betting and advertising in 2007. According to reports, consumers spent £14.5bn (€15.7bn) on gambling in the 12 months to September 2018.
The Commission officials have also told BBC Panorama that there are no plans to introduce a maximum stake for online gaming, despite having successfully lobbied the UK government to take such action on fixed-odds betting terminals. On 1 April this year, the maximum stake on FOBTs were lowered from £100 to £2 as part of an effort to clamp down on problem gambling.
The UK largest gambling companies have already promised to raise their contribution aimed at helping problem gamblers, and they have revealed they are working on a plan aimed at reducing gambling-related harm. According to preliminary reports, the increased amount, which is to be contributed by the firms to gambling charities, would amount to £60 million annually.
