Punters' views: 'Nobody checks my records when I buy wine or fill my car up'

'The betting firms do themselves no favours'

I have followed with interest in these pages the debate around affordability and the detrimental impact that obtrusive requests to punters are having on funds flowing back to the sport. I share the concerns raised and when I hear a complaint from a punter aimed at a betting firm on this topic I remind them that inconveniencing a customer is the last thing any business wishes to do. The betting firms know that they are alienating and losing many customers in the current environment but given the Gambling Commission in the UK seems unwilling or unable to provide any clear guidance on the topic, yet adopt a zero tolerance approach to non-compliance with unclear regulatory obligations, the firms are in a very difficult position.

However, there are a few common themes where the betting firms do themselves no favours. First, it seems that curiosity around a punter’s source of funds or level of gambling often seems most acute when the punter comes to withdraw.

To put it politely, it seems odd that concerns around the source of funds used to gamble or affordability more generally would be raised at this stage rather than at the point of depositing. Second, there seems to be a lack of sensitivity shown to punters in this area. I hear of punters whose relationship of 20 and more years is being essentially terminated by a firm with a form of 'computer says no' approach.

The gambling regulator is part of the problem but the betting firms need to put more resources and better qualified personnel on the front line.
Keith Hamilton

'Account requires proof but no checks on course'

I am a retired teacher, no mortgage or dependants and comfortably off. I hold accounts with a number of bookmakers and set my own deposit limits on each account. My income is approximately £40,000 pa and my savings are extensive.

I was asked by the Tote to provide proof of income and savings and declined so my account is now suspended even though I had set a deposit limit of £100 per month. Yet, when I go racing I can place large bets on the Tote on course without any check as I did last Saturday at Sandown when I had a perm of £192 on the Scoop6, paid on my debit card – where is the logic in that?
John Reilly

'The approach lacks any common sense'

Where a financial institution provides a credit line to a customer (eg bank, loan company, credit card company, stockbroker, share trading platform, ‘Spread’ firms – inc. those that operate markets on sports events) the financial regulators’ oversight provides comfort regarding the use of the data.

Prior to political intervention, I had a large number of accounts with bookmakers which provided lines of credit without anything more than access to my, readily available, credit score. I refuse to provide information to bookmakers as to my financial status when they are not providing a line of credit and are outside of any, worthwhile, regulatory regime.

Punters are facing affordability checks prior to betting on horseracingCredit: Edward Whitaker

I now have just three operable, traditional, bookmaker accounts following suspension of others due to my refusal to provide the information sought. That small number is likely to get smaller. I have two sports spread market-maker accounts which provide credit lines and to whom I am content to provide such information.

Nobody is checking my financial records when I purchase wine, whisky or when meeting the ridiculous costs of playing golf, filling my car with petrol or when encountering the charges for public transport. These have as much, probably more, effect on my finances than gambling. The approach being adopted is lacking in any common sense.
Name supplied

'There is no urgency from this company'

It is a major problem that these affordability teams are apparently answerable to nobody. As a customer you are immediately shafted by hearing out of the blue your account has been locked pending affordability checks. There is no urgency from the company and you have to wait in a queue to be 'processed'. This will mean dealing with a junior team member with little or no understanding of betting and responding to a set questionnaire. The company’s motivation appears to be to place an arbitrary deposit limit which pays no regard to your personal statement of affordability. It seems that this enables them to tick a box with the Gambling Commission.

You are discouraged from appealing to the team management and they basically make themselves uncontactable, waiting for several days to respond to a request for dialogue.

In my case, despite explaining that I had been a customer for 25 years and my betting strategies were well established and managed, their attitude was basically “we don’t believe you and we’re not really interested in your strategies”. There followed a requirement for me to submit bank statements, tax returns, domestic income and expenditure budgets. Even in possession of these, showing clear affordability on my part, the attitude remained essentially “we don’t want your custom because it would make us look irresponsible”.

I am very aware of the pressures from the Gambling Commission to do more than ask a few stock questions and to look below the surface. That’s fine but once it is identified that the customer wishes to appeal then the company has a duty not to be unnecessarily intrusive and if there is a need for deeper investigation then that should be done with urgency and a willing attitude.
Name supplied

Have you been affected by intrusive affordability checks? If so, we would like to hear from you. Email us (editor@racingpost.com) with the subject 'Affordability checks' to share your experiences and contact details

Read more . . .

'Not fit for purpose' – prominent MP slams gambling regulator over interventions

'Enough is enough' – punters detail their frustration with intrusive checks

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