The UK Gambling Commission (UKGC) has imposed a fine of £3.15m on the National Lottery operator Camelot as a result of ‘failures linked to its mobile app’.
The 28-year incumbent of the National Lottery has been ordered to pay the fine, which will go directly to its good causes fund, following a UKGC investigation into three key failures that ‘negatively impacted customers’.
Firstly, between November 2016 and September 2020, the National Lottery mobile app incorrectly informed up to 20,000 players that their winning draw ticket was a non-winner when they scanned the ticket with the device’s QR scanner.
Secondly, over 22,000 users had wrongfully been charged and presented with two draw-based tickets through the app despite having only attempted to purchase one ticket. In this case, all duplicate tickets were reimbursed and where duplicate wagers were winners, they were honoured as such on a duplicate basis.
Lastly, the National Lottery app was found to send out promotional marketing material to both self-excluded customers and customers highlighted by Camelot to show signs of gambling harms. None of the over 65,000 users were enabled to purchase a ticket on the app, despite the social responsibility failure.
Andrew Rhodes, Gambling Commission Chief Executive, said: “We are reassured that Camelot has taken steps to make sure that their National Lottery app is fit for purpose.
“However we must caution Camelot that any failings on their duties will be met with consequences. Today’s announcement reinforces that any operator failing to comply with their licence requirements will be investigated by the Commission and we will not hesitate to issue fines if requirements are breached.”
Camelot is reported to be in dialogue with the Commission over potential legal action related to the UKGC decision to award the fourth National Lottery licence to Allwyn last week.