Inside the crisis call centre tracking problem gambling

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One morning last month, in a Leeds office building overlooking the River Aire, Marie received an alert. A new customer, aged 31, had triggered an alarm after depositing £1,700 in his account with the gambling giant Flutter Entertainment, and was rapidly placing bets of more than £100 a time. The behaviour was a red flag. The man had already requested a 24-hour cooling-off period but had returned to the site as soon as it expired.

When he did not answer a phone call, Marie blocked the account, removing his ability to place bets and deposit money until he rang up to discuss his actions. “It’s not usual for us to see that,” she said.

Marie is part of a growing team of 88 at