Entain confirms 400 customer care layoffs as UK tax pressure builds ahead of proposed Machine Games Duty hike

Entain, the owner of Ladbrokes and Coral, is cutting around 400 customer care jobs worldwide, or 20 per cent of that 2,000-strong team, as higher UK gambling taxes keep squeezing the economics of the business. For PSPs and banks serving high-risk merchants, the important bit is simple: tax changes in one core market are now feeding straight into headcount, retail footprint, and the durability of merchant relationships.

1. Entain said the layoffs are subject to consultation and are expected to affect customer care operations across 11 countries: the UK, Austria, Bulgaria, Brazil, Gibraltar, India, Ireland, the Philippines, Portugal, Spain and Uruguay. The company has not said how many roles will go in each country, including the UK.
2. The cuts follow April’s increase in Remote Gaming Duty in the UK to 40 per cent. Entain also said the tax rate on online sports betting will rise to 25 per cent from April 2027, while the government is considering a proposal to double land-based Machine Games Duty in the Autumn Budget.
3. Entain chief executive Stella David said the changes are intended to keep the business “competitive” and “financially resilient” as the sector faces a more difficult operating environment. The consultation is expected to conclude by November.
4. In a letter dated September 11, David urged Prime Minister Andy Burnham to consider the consequences of a substantial increase in Machine Games Duty for employees and local communities. She said doubling the standard rate to 40 per cent would add around £100m to the annual cost of running Entain’s UK retail business.
5. This is the second round of cuts in two months: Entain said in the previous announcement that it would cut 500 jobs across product, technology and corporate functions globally. Rivals are doing the same kind of arithmetic, with Flutter planning to close up to 100 Paddy Power shops, Evoke up to 200 William Hill outlets, Betfred 132 shops, and Bet365 announcing 340 job cuts.