Merkur Slots UK fined for negligence
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19 Feb 2025 •
Reading time: 3 minutes On 16 February 2025, the UK Gambling Commission imposed a record fine of £95,000 on Merkur Slots UK Limited, a subsidiary of an international gaming group. The penalty follows a number of breaches of the rules governing the UK gambling industry, including failures to manage the risks associated with vulnerable players.
Cancer patient exploited by Merkur Slots
In November 2023, Wendy Hughes, a 64-year-old woman with lung cancer, lost nearly £2,000 during two 16-hour gambling sessions at a Merkur Slots branch in Stockport. Despite her obvious vulnerability, staff at the establishment not only allowed, but facilitated her gambling behaviour by reserving her favourite machine with a ‘reservation card’. This practice exploits players’ irrational belief that a prolonged losing streak on a machine will inevitably end in a win. The employees were aware that Mrs Hughes regularly went to the cash machine to withdraw more money in order to continue playing. However, at no point did they take the initiative to check whether she was in control of her gambling behaviour or whether she needed any assistance.
The Gambling Commission’s reaction
Following these events, the Gambling Commission conducted an in-depth investigation into the practices of Merkur Slots UK Limited. On 13 February 2025, the regulator announced a fine of £95,450 against the operator for breaches of social responsibility. Andrew Rhodes, the Commission’s Director General, said:
‘This was a clearcut case of an operator failing to follow rules aimed at keeping consumers safe from harm.’
It also stressed that, although many recent cases have involved online operators, physical establishments must also ensure that risks to vulnerable customers are minimised. The Commission stressed the importance of all operators having effective policies and procedures in place to prevent gambling-related harm, and ensuring that staff are properly trained to apply them.
Call for stricter regulations
Mrs Hughes’ daughter, Jackie Olden, has become a strong advocate of stricter regulations for “adult gaming centres” such as those operated by Merkur. She advocates the creation of an independent Gambling Ombudsman so that customers have recourse when problems arise. Mrs Olden expressed her satisfaction with the Commission’s investigation, but believes that the fine imposed is insufficient given the devastating impact on her family. She stated:
‘I’m happy they investigated Merkur but after the devastation caused to our family, the size of this fine doesn’t go far enough.’
Actions taken by Merkur Slots UK
In response to the investigation and fine, Merkur Slots UK Limited has cooperated with the Gambling Commission and has taken corrective action to improve its customer protection procedures.
The fine is not the first of its kind for Merkur Slots, but it marks a turning point in the way the company is viewed by UK regulators. It is important to note that the Gambling Commission has regularly highlighted similar failings in the UK online gambling industry. However, the sanctions imposed on Merkur Slots are a reminder to all operators in the sector that regulation is a priority for the authorities and that mistakes in this area will no longer be tolerated.
Following this fine, Merkur Slots now faces the complex task of restoring its reputation and demonstrating that it can comply with the Gambling Commission’s requirements. The company will not only have to reform its internal practices, but also demonstrate that it can take a proactive approach to player safety.