Rank Group Fined £500,000 For Failing To Protect Problem Gambler

October 10, 2018

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The UK Gambling Commission (UKGC) have today fined the online gambling operator Rank Group £500,000 for failing to adhere to guidelines set out by the UKGC in order to protect problem gamblers.

The UKGC found that a customer lost over £1m in 24-hours, but Rank – who run a number of brands including Grosvenor Casinos, Mecca Bingo and Bella Casino – had failed in their duty to interact with the player who was “displaying problematic behaviour”,  while the operator also contacted him during his self-exclusion period.

The events took place at Rank’s land-based Grosvenor Casino as well as online on the Grosvenor Casino website.

“We expect all operators to protect any consumer who may be experiencing problems with their gambling, and operators shouldn’t fall into the trap of thinking that VIP customers don’t experience difficulties,” said Richard Watson, the Gambling Commission Executive Director.

“No matter how wealthy customers are, operators still need to monitor them effectively to ensure they aren’t showing signs of problem gambling. It is certainly not appropriate to visit customers during a period when they are self-excluded.”


The Gambling Commission also noted that the fine would’ve been even higher had it not been for Rank’s positive action in the case which saw the operator self-report the issue to the UKGC in the first place.

Rank also carried out their own internal investigation which found they had acted too slowly to stop the problem and also wrongly took into account the player’s vast wealth.

Rank announced a 8% year-on-year drop in operating profit in August, while revenue growth has also slowed from 15% in 2017 to 9.9% this year.

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