Entain takes ‘meaningful’ actions in Australia following 500 self-exclusion breaches

(AsiaGameHub) –   Entain Australia & New Zealand is collaborating with the Australian Communications and Media Authority (ACMA) after the regulator identified over 500 violations of national self-exclusion regulations in Australia.

Following an ACMA investigation, the operator of Ladbrokes and Neds entered into a court-enforceable undertaking.

The ACMA determined that Entain had:

• Opened accounts and enabled wagering for individuals registered with BetStop.
• Created new accounts for customers who were listed on BetStop.
• Failed to sufficiently promote BetStop in customer text messages and emails.

In response, the ACMA has accepted an 18-month court-enforceable undertaking from Entain. As part of this commitment, the company will undergo an independent review of its compliance systems and processes and implement any recommended improvements.

An Entain Australia spokesperson stated: “We take all our regulatory responsibilities seriously. These issues emerged during the initial phase of a new national system, and we have cooperated constructively with the ACMA to introduce meaningful enhancements to our processes and controls.

“Our priority is ensuring proper support for our customers—especially those who have chosen to self-exclude—and building lasting trust through a strong, compliance-focused culture.”

According to ACMA member Carolyn Lidgerwood, several violations involved Entain customers maintaining multiple accounts across Ladbrokes and Neds platforms.

Lidgerwood explained: “When someone enrolls in BetStop, gambling operators are required to close all accounts associated with that individual under their services.

“In this instance, Entain’s systems failed to properly identify and connect all wagering accounts held by affected customers across its platforms, including one account that remained active for more than a year after the customer had self-excluded.”

Entain confirmed it engaged with the ACMA throughout the process, submitting detailed responses and working in good faith to resolve the concerns. The company noted that the BetStop system and related procedures were still being refined at the time and emphasized that it had invested significantly in strengthening its compliance framework, governance, and internal culture, with several improvements already implemented.

Entain also highlighted that the use of an enforceable undertaking instead of a financial penalty reflects both the nature of the breaches and the regulator’s confidence in the company’s ability to address them effectively.

However, the ACMA clarified that it did not issue Entain with an infringement notice because that option was unavailable under current circumstances. It added that failure to comply with the enforceable undertaking could result in court-imposed financial penalties.

Entain’s legal proceedings with AUSTRAC

Compliance with national self-exclusion rules is not the only challenge facing Entain in Australia. The company is also preparing for a Federal Court case against Australian financial crime watchdog AUSTRAC regarding alleged failures in anti-money laundering and counter-terrorism financing (AML/CTF) compliance.

Justice Moore is scheduled to hear the dispute between Entain and AUSTRAC on 30 November 2026. By 6 August, Entain must submit its evidence for the case; AUSTRAC was required to finalize its case by 10 April, though settlement remains possible before then.

In December 2024, an AUSTRAC investigation into Entain’s Ladbrokes and Neds brands led to allegations that the operator allowed 17 high-risk customers to spend AUS $152 million (approximately €93.6 million) without sufficient due diligence. Notably, one customer—with documented links to drug trafficking—is accused of laundering over $20 million through Entain’s platform.

Last October, Entain acknowledged shortcomings in its prior AML/CTF compliance program from December 2018 to August 2024 but disputed certain interpretations and claims made by AUSTRAC. The company asserted that its AML/CTF compliance had been substantially upgraded as of August 2024 and was fully aligned with regulatory standards.

Entain further pointed to operational changes made over the past two years and reaffirmed its full cooperation with AUSTRAC, stating it continues to engage constructively and in good faith.

Andrew Vouris, Chief Executive Officer of Entain Australia & New Zealand, remarked at the time: “We genuinely regret that our previous program fell short of expectations. We relied on expert guidance at the time, but upon reflection, we recognize it did not meet the necessary standards.

“We have taken responsibility for our mistakes, learned from them, and spent the last two years overhauling our approach. Today, Entain operates a market-leading compliance program grounded in a compliance-first philosophy—committed to winning, but never at the expense of integrity.”