UKGC Investigation
The United Kingdom Gambling Commission (UKGC) has launched an investigation into the actions of slot machine operator Merkur.
The investigation revolves around allegations that the company has been taking advantage of a vulnerable customer at a retail site in Greater Manchester.
Taking Advantage
The Guardian uncovered the alleged incident in March. A 64-year-old cancer patient, Wendy Hughes, is said to have lost over £2,000 while playing at the company’s Stockport location.
The report alleges that venue staff did not intervene and encouraged continued play. It also states that the staff had reserved the customer’s favourite slot machine despite her weak physical condition.
The company has attributed the incident to the staff, stating that regulatory-mandated customer protection protocol is fully implemented at its stores. It is yet to release a full official statement on the incident while the investigation is ongoing. The UKGC has stuck to its policy of not confirming, denying or commenting on cases while they are taking place.
A Strong Year
The investigation comes after Merkur had recently reported strong returns for 2023. The company has been rapidly expanding across the UK, where it now operates 228 sites nationwide. This makes it the second-largest physical operator in the UK market after Admiral Slots.
While the company has not released a statement regarding the investigation, it has expressed some concerns regarding negative publicity and the impact it could have on the company. This is not the only incident that could impact the company. It has recently faced local opposition in Sheffield regarding a potential expansion in the area.
However, one potential positive for the company is that high-street slot operators may be able to offer an increased maximum of £2 per stake machines relative to the number of £1 stake machines. This could provide a significant boost to the land-based sector as stricter regulations continue to be implemented for online providers.
