Who is the UK Anti Financial Crime Operations Team (UKAFCO)?
UKAFCO sits with the Entain Group Anti Financial Crime portfolio and is the central point of contact for the following matters in relation to UK, Irish and Jersey based online and retail customers:
- Data Protection Act Requests
- PACE & POCA Production Orders
- POCA Restraint Orders
- POCA Confiscation Orders and Compliance Orders
- POCA SAR Moratorium Extension Orders
- POCA Account Freezing Orders
- POCA Account Monitoring Orders
- POCA Disclosure Orders
- Witness statements and associated exhibited material
The Team also handle data protection request and court orders in relation to retail only customers located in the Republic of Ireland and the States of Jersey.
UKAFCO advise that it is best to first submit a Data Protection Act Request (or a Bankruptcy Order from the Insolvency Service) to obtain the information you are seeking.
- The brand of Entain account (i.e., Ladbrokes)
- The account type (digital or multichannel)
- Their registration details (date of registration, forename/surname, date of birth, account address, telephone number and email address)
- Account username
- IP addresses used
- Sign up platform
- Last login date
- Total deposits
- Total withdrawals
- The current status of their account and that of the account balance
- Devices/Channels used
- Payment Methods
- Debit Card Numbers (partial only)
- Full details of all gambling transactions (deposit and withdrawal) and linked payment method(s)
- Where available, details of customer identification documents provided by the customer for account verification purposes
- Any transactions made in relation to multichannel or in shop accounts
- Any transactions made by regular customers or customers betting at levels deemed important to monitor aka ‘Monitored Customers’
- Type of retail product being used by a customer: [Over the Counter (OTC), Fixed Odds Betting terminal (FOBT), and Self-Service Betting Terminal (SSBT)]
- Photos of betting slips (both SSBT and OTC)
- FOBT logs tracking customers deposits, returns and the churn (recycling winnings on a machine in a session)
- CCTV (images or video) where available
- When provided with a debit/credit card number and expiration date- unmonitored retail presence can be found when a card is used
- Confirmation if a betting receipt belongs to a customer
- Note that retail customers can gamble anonymously in a betting shop
Can you provide details of the bank account that is funding their online gambling account?
Entain Group do not have access to customer bank account information (i.e., account name, sort code and bank account number)
Can you provide details of the identification documents used to verify their online account?
When registering for a digital or online account, a customer must provide the following details: name, date of birth and an address. The data supplied is verified at the point of registration by third-party software to ascertain the accuracy of the data supplied. Further enhanced electronic verification checks need to be completed if a customer reaches the Customer Due Diligence threshold.
On those occasions when Entain Group has not been able to remotely verify the customer’s name, age and address, the customer will be contacted to provide Knowing Your Customer (KYC) documentation (i.e., a valid UK driving licence, passport, or utility bill). On a risk-based approach, customers can also be required at other times to verify their identification.
A Data Protection Request will need to be addressed to 'Entain Group plc' to ensure that we can provide complete details of all accounts held by a customer and submitted via this Web Form.
Entain Group will not be able to accept a DPA containing multiple persons’ details. Each person subject to the request for information will need to be subject to an individual DPA Request.
Please note that all Entain Group responses to DPA Requests is solely for intelligence purposes only.
It should be noted that Entain Group cannot supply an evidential statement in relation to a specific customer solely upon the provision of a Data Protection Request
Formal requests for online and retail customer account information to support money laundering and other criminal investigations (or ongoing criminal proceedings), will require a Law Enforcement Agency or other similar body to serve a Production Order or POCA Disclosure Order (or corresponding Irish or Jersey court order) to Entain Group.
Entain Group will fully cooperate and assist with such Orders and if required, will also provide a supporting evidential statement together with suitably exhibited material.
The type of Court Order will clearly be determined by the nature of the investigation being conducted.
It is recommended that all External Agencies should first contact Entain Group if they are considering obtaining a Court Order. Go to the ‘Contact Us’ Tab of this Web Form for full details of how to contact us.
For all UK, Irish (online only) and all Jersey customers the following guidance is applicable:
- Any Court Order served on Entain Group will need to be addressed to 'Entain Group plc'
- The UK company address is 'One Stratford Place, Floor 7 & 8, Montfichet Road, Stratford, E20 1EJ'
- The UK postal address is 'UK AFC Ops (FGN), c/o One Stratford Place, Floor 7 & 8, Montfichet Road, Stratford, E20 1EJ'
- The team email address is UKAFCO@entaingroup.com
For Irish Ladbrokes retail only customers the following guidance is applicable:
- Any Court Order served on Entain Group will need to be addressed to 'Ladbroke (Ireland) Ltd'.
- The Irish company address is 'First Floor, Otter House, Naas Road, Dublin, D22 CR92, Ireland'
- The Irish postal address is 'First Floor, Otter House, Naas Road, Dublin, D22 CR92, Ireland'
- The team email address is UKAFCO@entaingroup.com
Entain Group’s International Anti Money Laundering Team handle all external agency data protection requests and court orders relating to online customer accounts who are not located in the United Kingdom, Ireland nor Jersey.
They can be contacted at amlreports@entaingroup.com
Betdaq was part of Entain Group until 1st December 2021. They are now a separate business.
They can be contacted at compliance@betdaq.com
How do you ensure that my enquiry is securely stored?
Entain Group understand the importance of information security and the techniques needed to secure information. We use reasonable organisational, technical and administrative measures to protect your data from unauthorised access to or unauthorised alteration, disclosure or destruction.
Entain Group would never divulge to a customer that they are or have been subject to an enquiry by a Law Enforcement Agency or other agency. Your enquiry is only viewed and handled by vetted colleagues who are trained to handle such cases.
Do you take any administrative action following my enquiry?
Please note, it is our Group policy to close any accounts and cease trading with any customer identified following a law enforcement or insolvency agency enquiry, unless in so doing results in a tipping off offence and/or frustrates an ongoing criminal investigation.
Entain Group would request that you contact us to confirm that you are content for the accounts identified to be closed or not.
If we have not received a response from you within 5 working days of having received the customer information from Entain Group, the account(s) will be closed.
Go to the ‘Contact Us’ Tab of this Web Form for full details of how to contact us.
