UKGC orders QuinnBet to pay £609k for customer protection failures

QuinnBet (Gibraltar) has been ordered to pay £609,104 after the UK Gambling Commission found failures around customer protection and anti-money laundering checks. The regulator said the operator’s systems and controls did not identify, assess, and manage customer risk properly, leading to cases where spending and risk signals were not acted on quickly enough.

The Commission said the issues were identified following a compliance assessment and included breaches of Licence Conditions and Codes of Practice (LCCP) requirements and Social Responsibility Code Provisions (SRCP). It said QuinnBet breached LCCP 12.1.1 paragraphs 2 and 3, which cover risk assessments and having policies in place to protect customers, with inadequate measures in place between March 2023 and August 2025.

In examples highlighted by the regulator, one customer whose payslips showed monthly earnings of around £2,000 was able to deposit and lose £9,000 in four days. In another case, a customer deposited £120,000 and withdrew £111,000 over three months, but none of the bank statements provided showed transactions with QuinnBet. The operator assumed the customer was “recycling funds” but the Commission said no evidence was sought or provided to support that assumption.

The UKGC also said 194 customers were allowed to deposit and potentially lose funds above intended limits. QuinnBet attributed that issue to human errors and software update errors during a migration to a new platform, and said the problem has since been rectified.

On social responsibility, the Commission said QuinnBet breached multiple parts of SRCP 3.4.3 (including paragraphs 1, 3, 5(a)(b)(c), 7, 8, 9, 11 and 13) with failings identified between October 2023 and August 2025. The regulator criticised a manual limit-setting process for customers aged 18 to 24, where lower limits could take hours to apply; in one case, a player deposited eight times their intended monthly deposit limit before it took effect and lost the entire amount in one day. Other examples included a player placing about 4,800 bets in one day and 7,000 the next without being flagged, and another customer who, after a large win, spent over £215,000 in one day including multiple wagers over £5,000, which was only identified when a report was produced the following day.

The Commission noted mitigating factors, including that QuinnBet had not previously faced enforcement action, made voluntary reports of certain failings, accepted the issues early, and fully cooperated while putting a plan in place to address them. The £609,104 payment is a regulatory settlement made in lieu of a financial penalty and includes a £193,118 disgorgement, with the money directed to the government’s Consolidated Fund. UKGC enforcement director John Pierce warned of the “serious” consequences of relying on controls that don’t respond to indicators of harm and financial crime quickly enough, while noting the operator took immediate action to make “significant improvements,” including strengthening AML policies and improving how it identifies and responds to harm indicators.