Merkur Slots fine exposes growing failures in protecting problem gamblers
A recent fine handed to Merkur Slots UK Limited has once again shone a harsh spotlight on the gambling industry and its handling of problem gamblers. Merkur Slots is part of the German-based Gauselmann Group and operates a chain of gaming centres across the UK, offering low-stakes slot machines and other gaming services. The Gauselmann Group has been involved in the gaming industry since 1957 and has a significant presence in the UK through its Merkur-branded venues.
The UK Gambling Commission hit the operator with a ?95,450 (114,540) penalty after a customer in Stockport lost ?1,981 (2,377) over just three days in November 2023. Staff at the adult gaming centre failed to intervene despite the customer’s lengthy gambling sessions, breaching strict social responsibility rules.
Gambling watchdog tightens grip on operators
Investigations revealed the operator failed to interact with the customer when they gambled from 1.50 pm to 6.43 pm on 1 November and between 1.28 pm on 2 November and 00.57 am on 3 November.
This raises wider concerns about training for staff on premises. This is more than just a job. Companies should invest in people who will, in turn, invest in their customers and do the right thing. For online operations, firms must not only train their teams but also invest in better technology and artificial intelligence (AI) as an additional safety net. The large operators are adopting tools to predict problem behaviour and direct gamblers to time-outs, as well as further resources or support. However, these must be accessible and affordable across the industry.
UK firms facing mounting pressure to protect players
Merkur’s case is not an isolated incident. It is the latest in a string of enforcement actions by regulators in the UK and beyond as authorities crack down on operators failing to protect vulnerable players.
UK operators are under pressure to improve their social responsibility practices. In January 2025, Greentube Alderney Limited, trading as Admiral Casino, was fined ?1 million (1.17 million) after the Commission uncovered social responsibility and anti-money laundering failings. Last year, 888 UK Limited faced a ?6 million (7.04 million) fine for similar issues. In April 2024, regulators fined Bet365 ?582,120 (698,544).
Global regulators take a hard line on problem gambling
Across the Atlantic, regulators have not held back. In January 2025, the Pennsylvania Gaming Control Board fined BetMGM $260,905 (241,500) for 152 violations linked to the state’s self-exclusion programme. Self-excluded players accessed gambling services, raising concerns about the operator’s safeguards.
DraftKings also felt the heat in 2023 when the Ohio Casino Control Commission slapped the operator with a $500,000 (463,000) fine for responsible gambling lapses. The offences included allowing self-excluded customers to gamble and marketing to underage individuals.
In March 2024, European authorities fined Norway’s state-owned Norsk Tipping NOK 25 million (around 2.16 million) for paying excess winnings to a problem gambler. This violated gambling laws, which were established to prevent harm.
Meanwhile, Australia has witnessed its own series of penalties. Crown Melbourne paid A$120 million (72.75 million) in fines in 2022 for failing to protect customers from gambling harm over many years. Further sanctions followed, including an A$2 million (1.25 million) penalty in October 2024 after 242 self-excluded individuals gained entry to its 바카라.
Is staff training the answer or just part of the problem?
The Merkur Slots investigation exposed how land-based venues are not immune to the regulatory scrutiny often associated with online gambling. , made this clear:
“This was a clear-cut case of an operator failing to follow rules aimed at keeping consumers safe from harm. Land-based operators also need to ensure they are minimising the risk to customers experiencing gambling harms.”
Rhodes also highlighted the importance of staff training:
“All operators should make sure that not only do they have policies and procedures aimed at preventing harm in place, but also that staff are effectively trained to follow and implement them.”
This comes as the UK Gambling Commission (UKGC) recently launched a consultation on proposed new rules aimed at making gambling in Britain safer and fairer, as recommended by the White Paper of the Gambling Act Review.
This is something that sounds obvious, but social responsibility goes beyond training. We should also consider how employers and managers treat staff. Are they supported, or is there pressure to prioritise profits over protection? Furthermore, is training a one-size-fits-all solution for the entire UK? Each area, like Stockport, has its own social and economic dynamics. Staff may face unique challenges depending on the local community, and a more tailored approach to training could better equip them to handle real-life situations. While the onus is always on responsible gambling and ensuring the industry does the right thing for its customers, do staff have adequate tools and support?
Fines alone are not a fix
The Merkur case showed that staff on the ground failed to implement existing policies. Despite the company’s cooperation and corrective actions, it was clear that staff failed to apply the safeguards meant to protect vulnerable customers when it mattered most.
The regulatory actions taken to date open conversations around a deeper issue: insufficient policies and procedures. Operators must equip and motivate their frontline staff to respond to red flags.
Industry must put action before policies
Gambling harm charities argue that fines, while necessary, do not address the root of the problem. Matt Zarb-Cousin from Clean Up Gambling previously noted that “fines have become the cost of doing business” for some operators. Campaigners are calling for personal accountability measures that hold senior executives responsible for systemic failings.
The regulators’ message is straightforwardthey will not tolerate complacency. Operators must match their compliance paperwork with real-world vigilance to protect customers.
