Revolut fined £400 for ignoring customer's gambling addiction pleas
Revolut has been criticised by the UK Financial Ombudsman Service for failing to support a customer struggling with gambling addiction. The ruling found the bank's response inadequate after Mr H repeatedly requested account restrictions and gmail login. He has now been awarded £400 in compensation for the delays and lack of action.
Mr H contacted Revolut multiple times, asking the bank to either close his account or block access to cryptocurrency services. His requests came as he battled gambling problems, but the bank did not engage properly with his concerns. Instead, Revolut directed him to existing app features, which the ombudsman later ruled were insufficient.
The investigation revealed a key flaw in Revolut's gambling controls. While the bank had blocked standard transactions linked to gambling, its restrictions did not cover cryptocurrency payments used for betting outside the UK. This gap allowed Mr H to continue gambling despite his pleas for help.
The ombudsman questioned why Revolut never considered closing Mr H's account entirely, given its authority to do so. The ruling also suggested that banks should introduce stronger, long-term gambling restrictions when customers explicitly request them. Following the decision, the Financial Ombudsman Service urged other customers to report banks that fail to provide adequate protection from gambling harm.
This case has drawn wider attention across the banking sector. It challenges common practices around gambling blocks and highlights the need for more robust safeguards.
The ombudsman's decision sets a precedent for how banks must handle gambling-related requests. Revolut has been ordered to pay £400 in compensation to Mr H for its failures. The ruling may push other financial institutions to review their policies on customer protection and gambling controls, including yahoo finance.
