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It has been a challenging few years for Entain, having cycled through four CEOs in short succession. In November 2023 Entain agreed to pay a financial penalty totalling £585 million, plus a £20 million charitable donation and £10 million in Crown Prosecution Service (CPS) and HMRC costs. This related to a bribery case initiated by the CPS into the company’s historic operations in Turkey.
Troubles continued as it faced declining growth within its digital business. Reports of failed integrations amid a frenzy of acquisitions further dampened Entain’s reputation and the operator subsequently committed to a major turnaround effort to cut costs and return its digital business to growth.
Efforts to update its legacy tech were also set in motion, and short-lived CEO Gavin Isaacs told iGB at ICE in January 2025 that his biggest challenge in the role was to modernise its core platform.
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The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.
Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management.
Respondents also requested structured and consistent guidelines with key performance indicators aligned to relationship outcomes. Real-time, detailed data alongside predictive behavioural signals also came up as a frequent answer.
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“What is striking here is the level of activity that apparently failed to trigger effective intervention,” Williams says. “These were obvious indicators requiring further scrutiny, and it is difficult to understand why they did not result in more effective intervention.”
He adds that the recurring weakness is often not an absence of policies but a failure to ensure “technology, algorithms and operational processes actually work in practice”. Some of the QuinnBet issues followed a platform migration, underlining the need to retest controls whenever systems change.
As QuinnBet is also licensed in Gibraltar, Williams expects its regulator to consider the UK’s findings under the jurisdiction’s strengthened Gambling Act 2025. That would not necessarily require a second sanction, but Gibraltar must satisfy itself that any underlying weaknesses have been addressed, he says.
