LeoVegas has responded to the findings of a recent investigation by the Guardian, that accused the operator of multiple marketing and self-exclusion failures. The operator has said that migration complexities caused marketing materials to be sent to an individual who had self-excluded from the group.
A spokesperson for the LeoVegas group said that an “action plan” to help with the migration and synchronizing of acquired UK operators into the LeoVegas group was established in 2018 and the group is acting on that plan, but failures and complexities encountered during this process resulted in the compliance failures.
An investigation by the Guardian found that the operator had allowed an individual – a known problem gambler – to gamble with £20,000 in stolen funds. Additionally, the group continued to send him marketing material and bonus offers after he had excluded himself from the operator.
The marketing materials were sent by a number of brands under the LeoVegas banner, including Pink Casino and Castle Jackpot.
A spokesperson for the group said that the migration of the databases from acquired operators:
entailed complexity in terms of synchronizing databases, routines and processes. LeoVegas takes compliance very seriously and works consistently in order to ensure a safe experience for our customers and maintain its leading position as a trusted and safe operator.– Spokesperson, LeoVegas
The UK Gambling Commission (UKGC) is investigating the issue but is yet to make a public comment or ruling. Back in May 2018, LeoVegas was find £600,000 by the UKGC for similar failures relating to self-exclusion and advertising.
The UKGC ruled that LeoVegas had accepted bets from gamblers who had asked to be locked out of their accounts. The operator had also sent out marketing material to 1,894 customers who had self-excluded. SkyBet and 888 were also fined for similar self-exclusion failures.