Gambling watchdog probes failures in self-exclusion scheme

The UK’s gambling regulator has said it is “very concerned” by findings that most adult gaming centres (AGCs) in one city failed to uphold a key protection for problem gamblers. The Gambling Commission said it would take “urgent steps” to investigate.

The warning follows a BBC File on 4 investigation, which tested how well the industry’s self-exclusion scheme is working. Self-exclusion allows individuals who feel they are struggling with gambling to voluntarily ban themselves from entering betting venues or using gambling websites. In the case of AGCs—often home to 24-hour slot machines—operators must exclude anyone who registers for the scheme across all premises within a certain radius, even those run by different companies. This is intended to provide a strong deterrent and protect vulnerable individuals from harm.

An undercover journalist registered to self-exclude from all AGCs within 40km of Portsmouth. After being correctly turned away from one Game Nation venue, he was later able to access 13 other AGCs in the same area and use the machines without challenge. This included a branch of Merkur Slots just 100 metres from the Game Nation shop. Staff at some locations even assisted the reporter in using the machines and offered him snacks.

According to Gambling Commission rules, an attempted breach of self-exclusion at one venue should trigger an alert across neighbouring sites—regardless of who operates them—so staff can act to prevent further breaches. These safeguards failed in nearly every instance.

A spokesperson for the Gambling Commission said: “We take protecting consumers extremely seriously… these findings are very concerning and we will be taking urgent steps to investigate what has happened.”

The Commission also noted that local authorities are responsible for licensing and inspecting gambling premises in their areas.

Merkur, the UK’s second-largest AGC operator, responded: “As a business we work within the confines of the industry self-exclusion scheme and always follow best endeavours to support customers.”

Earlier this year, Merkur was fined nearly £100,000 after it was reported that staff exploited a terminally ill man who was struggling with gambling addiction.

AGCs, often located in poorer communities, have been criticised for targeting vulnerable people. CARE continues to call for tighter safeguards and better enforcement of existing rules.