France Fines Betting Operator €500K Over Player Protection

France’s gambling regulator has imposed a €500,000 fine on an unnamed online betting operator after determining it failed to properly identify customers at risk of harmful gambling and did not take adequate action to protect them.

The sanction follows an investigation by the National Gaming Authority (ANJ) covering player activity between October 2023 and March 2024. During the review, the regulator examined account data stored in the operator’s secure archive and assessed customers using a risk model that considered factors such as betting frequency, deposit activity, losses and previous self-exclusion history.

High-Risk Accounts Examined

The ANJ selected the 30 highest-risk player accounts for detailed analysis and based its final decision on 29 of them.

According to the regulator, six of those customers had not been identified by the operator as being at risk. A further 23 players had been assigned lower risk classifications than the regulator believed were appropriate.

The commission also found that 25 of the reviewed customers did not receive sufficient responsible gambling measures aimed at reducing harmful gambling behaviour.

During the investigation period, the 29 players collectively lost €683,355, while the operator generated net gambling revenue of €190,501.86 from their activity.

Operator Disputed Findings

The operator challenged both the investigation process and the legal basis for the case.

It argued that French legislation does not clearly define excessive or pathological gambling, making compliance obligations difficult to interpret. The company also questioned elements of the ANJ’s risk assessment model, claiming certain indicators could incorrectly classify players.

In its defence, the operator stated that automated warning emails, restrictions on promotional offers and temporary account suspensions should be considered appropriate responsible gambling measures. It also highlighted improvements introduced after the inspection, including updates to its detection system, expansion of its responsible gambling team and internal data indicating lower player losses following those changes.

Commission Rejects Defence

The sanctions commission rejected the operator’s arguments, stating that gambling operators have two distinct legal responsibilities: identifying customers displaying signs of gambling harm and implementing suitable protective measures once those risks are detected.

The commission added that fulfilling one obligation does not excuse failing the other.

It also confirmed that regulators may consider events that occurred before the formal investigation period, including recent voluntary self-exclusions, when assessing a player's level of risk.

Bonus Offers Criticised

While the commission acknowledged that automated warning emails may contribute to player protection, it concluded they were insufficient in most of the reviewed cases.

The regulator also criticised the operator for continuing to offer promotional bonuses to players already classified as high risk, stating that such incentives could encourage additional gambling instead of reducing potential harm.

The ruling was based on France’s gambling legislation and a 2021 ministerial framework outlining the indicators operators should monitor when identifying vulnerable customers. Although the framework does not require a specific detection system, the commission stated that operators must demonstrate they are taking all reasonable steps to identify and protect at-risk players.

The operator has two months to appeal the decision before France’s administrative courts. The commission also confirmed that this case was treated independently from a separate sanction issued in 2024 relating to breaches of the country's payout-rate regulations.