Inside the crisis call centre tracking problem gambling

Bookies are desperate to show they can police problem gambling. But tough new legislation is expected to clamp down on online betting

Companies await a review of gambling laws likely to enforce more stringent checks on affordability and limits
Companies await a review of gambling laws likely to enforce more stringent checks on affordability and limits
ILLUSTRATION: TONY BELL
The Sunday Times

One morning last month, in a Leeds office building overlooking the River Aire, Marie received an alert. A new customer, aged 31, had triggered an alarm after depositing £1,700 in his account with the gambling giant Flutter Entertainment, and was rapidly placing bets of more than £100 a time. The behaviour was a red flag. The man had already requested a 24-hour cooling-off period but had returned to the site as soon as it expired.

When he did not answer a phone call, Marie blocked the account, removing his ability to place bets and deposit money until he rang up to discuss his actions. “It’s not usual for us to see that,” she said.

Marie is part of a growing team of 88 at