Santander Bank Accused of Overreach in UK for Messaging Customers Who Gamble

Posted on: March 5, 2025, 05:36h. 

Last updated on: March 5, 2025, 10:34h.

Philip Conneller @casinoorgphilc Read More
Expertise: Gaming Business, Regulation, Tribal Gaming.
  • Santander sending messages about problem gambling support to UK customers even if spending is low
  • Bank accused of “massive overreach”

British bank Santander UK has been accused of “massive overreach” for sending out messages to customers expressing concern about their gambling, The Racing Post reports.

Santander, gambling, affordability checks
Santander says the messages are a way of offering support to those who may be at risk of gambling harm, but some customers find them intrusive. (Image: The Independent)

In recent weeks, many of the bank’s customers have reported receiving email messages that direct them to seek out problem gambling tools and support. That’s even when their spending is relatively low, or they have withdrawn a profit for the month.

One gambler told the Post he received the following message on February 18: “Your gambling activity has been high recently … If you feel that gambling is having a negative impact on you, support is available.”

The bank went on to list links to blocking gambling transactions, setting up alerts in case a balance has gone below a set limit, and independent support from gambling charities.

At Risk?

The customer, Terry Broughton, claimed he had deposited £635 on Bet365 that month, withdrawing £768, and £174 on Ladbrokes, withdrawing £258.

“I have been on live chat to Santander after receiving the email and asked if they send emails to people who spend money in the pub or shopping and they don’t know what to say to you,” he told the Post.

Another customer said the Santander initiative amounted to “massive overreach.”

I don’t need the institute I bank with to be contacting me about gambling. They don’t contact my wife and say she spends too much in Zara,” he complained.

Santander is one of 11 UK banks that offers tools to those who may be at risk of problem gambling, according to the UK Gambling Commission (UKGC).

The bank said in a statement that it was “committed to supporting any customers at risk of harm, including from gambling.”

“A range of different customer circumstances and behaviors are considered when targeting our communications,” Santander added. “We have communicated in this way for a number of years with customers who may be at risk of financial harm.”

Affordability Checks

The UK has imposed affordability checks on the gambling industry as part of a reform package designed to enhance consumer protections. Operators are required to proactively identify and support customers who may be experiencing financial difficulties related to their gambling.

As of last month, operators are required to perform financial vulnerability checks on customers with net deposits exceeding £500 within a 30-day rolling period.

The policy requires striking a delicate balance between concerns for customer protection and maintaining civil liberties, but many recreational gamblers believe the checks are too intrusive.

Meanwhile, critics are concerned that the resulting reduction in betting activity could have a devastating impact on the UK horse racing industry.

The industry relies on the Horserace Betting Levy for funding, which is a percentage of bookmaker profits.

“The methods employed must carefully balance protection with respect for personal autonomy and privacy,” said Sean Trivass, chair of the Horserace Bettors Forum. “Overly intrusive measures risk not only infringing on individual rights but also driving consumers towards unsafe betting practices [i.e., the black market], ultimately jeopardizing both personal welfare and the economic health of the horseracing industry.”