My complaint:
would like to take this opportunity to very kindly ask for your assistance in resolving a dispute with BETFRED
Unfortunately I am a problem gambler and I’ve suffered with this terrible addiction for a number of years.
I have always taken responsibility for my actions and tried to help myself as much as possible to refrain from gambling, however, it’s not always been easy and even with barriers in place ,I’ve found myself returning to gambling on occasions.
I’ve previously used blocking software, excluded myself from local Betfred retail stores and signed up to Gamstop. As well as receiving emotional support from Gamcare and Gamblers Anonymous
Unfortunately this hasn’t prevented me going back to gambling and after recently receiving a large sum of money from the sale of my home, I was aloud to gamble substantially in one of your retail stores (Hemsworth)
The majority of the staff know me personally and are aware that I’ve previously self excluded from the store and that I’ve had gambling issues in the past. They are also aware that I’m on disability benefits and therefore a vulnerable individual. Some of the new staff members will identify me with being a relatively regular gambler.
On July 14th 2023 I entered the Hemsworth Branch and lost £1500 in cash in a short amount of time. This quickly spiralled out of control and I was allowed to place about a further dozen bets to the total of over £6,000 within less than a hour. It was clearly a destructive pattern on behaviour and that of a problem gambler. At no point was I asked for Identification, nor was there any questions asked about the affordability or where the sudden large amounts of money were coming from. I wasn’t interacted with in any way or signposted to and safer gambling tools.
I left the shop feeling suicidal and depressed. I couldn’t believe what had happened and that nobody tried to intervene in any of my activities!!!
Fast forward a week and the same thing happen again. I went into the shop, I placed substantial cash bets and then proceeded to chase my losses with thousands of pounds placed on my card. The only difference on this occasion was that I was asked to give some ID before I gambled. In which I supplied a provisional driving licence. At this point someone within the shop obviously had some concerns, however, no verification was done and nobody tried to intervene at any stage. I’m aware the shop has cctv and this will what I’m telling you is the truth.
I have made a formal complaint via customer service, I’ve asked for SAR to prove I’m already known to BETFRED as a vulnerable customer. I’ve also raised a case via resolver and it’s been passed to IBAS and the gambling commission. I also took legal advice and they believe I have a genuine case
I’ve looked closely at the safer gambling charter and believe BETFRED failed to identify verify its customer, failed to carry out any affordability checks, failed to interact with a vulnerable customer and failed to signpost a customer to safety tool for problematic customers
BETFRED also have a responsibility to ensure all players receive adequate care and support to prevent gambling related harm
I believe BETFRED made a serious error in this case as I left the shop feeling suicidal!!!
I also believe it’s BETFRED responsibility for loss and damage to its customers , where BETFRED fail to intervene when it’s a foreseeable result of breaking terms and conditions or failure to use reasonable measures to prevent these incidents happening in the first place.
I recently seen all over the media the push for responsible solutions by bookmakers to identify vulnerable customers and to carry out affordability checks. However, I feel seriously let down by BETFRED on this occasion
I’m not just a disgruntled customer that’s lost nearly £20,000 of his life savings.
Im actually a very vulnerable customer who wants to try and help prevent this sort of situation happening to many more vulnerable customers…I believe indentation and Affordability checks should be prioritised
As a good will gesture I would ask you to kindly return my deposits during the period that I’ve been gambling with BETFRED
I’ve provided Bank Statements and asked for a SAR to total loss
This experience has left me physically and mentally exhausted and a financial resolution will help me get my life back on track. In the meantime I’m attending regular GA meetings and I’ve finally been suspended from Gambling with BETFRED ever again
This is a genuine plea for help in a desperate situation. I appreciate the industry finds it difficult to support the vulnerable but when it’s brought to your attention I believe you have a responsibility to act
I look forward to hearing from you
Yours Sincerely
Stephen Probert
01/10/1972
Suggested solution:
I would like an apology, a refund of losses and a thorough investigation into why identity checks, verification and affordability checks were not carried out when substantial amounts were accepted
