Entain Launches Consultation Process for Customer Service Positions Across UK Operations
Wendy Walter · Sep 24, 2026
Entain Launches Consultation Process for Customer Service Positions Across UK Operations
Entain, the parent company behind Ladbrokes and Coral, has begun consulting on approximately 400 customer service redundancies, with the majority affecting roles based in the United Kingdom, and company leadership has tied the move to concerns over potential increases in Machine Games Duty rates applied to slot machines in betting shops and adult gaming centres.
CEO Issues Open Letter Highlighting Sector Risks
Chief Executive Stella David addressed an open letter to Prime Minister Andy Burnham, and the correspondence outlined how an increase in Machine Games Duty from the current 20 percent rate could accelerate shop closures along with associated job reductions across the gambling sector. The letter emphasised that higher taxation on these machines would place additional pressure on physical retail locations that already operate under tight margins.
Entain representatives noted that the proposed adjustment would affect both company-owned sites and independent operators, and they presented modelling data to support claims of broader economic consequences. The communication arrived amid ongoing discussions about fiscal policy adjustments in the gambling industry.
Independent Modelling Projects Widespread Closures and Employment Impacts
Figures prepared by EY on behalf of industry stakeholders estimate that raising Machine Games Duty to 40 percent could result in up to 1,470 betting shop closures nationwide, and those same projections indicate a potential loss of 15,900 jobs across the wider sector. The analysis further suggested that such changes might produce a net reduction in revenue collected by the Exchequer once secondary effects on employment and related taxes are taken into account.
Data from the modelling exercise examined operating costs at typical retail outlets, and it factored in revenue generated through slot machines alongside other betting products. Observers familiar with the report noted that many locations rely heavily on machine income to remain viable, which is why the duty increase carries particular weight for physical premises.
Context Around Current Tax Rates and Proposed Changes
Machine Games Duty currently stands at 20 percent for the relevant categories of gaming machines found in betting shops and adult gaming centres, and this rate has remained in place for several years. The consultation process at Entain follows public statements from multiple operators who have warned that doubling the duty would force difficult decisions regarding staffing levels and site viability.
Company documents released alongside the redundancy consultations describe the customer service roles as primarily supporting retail and digital operations, and they indicate that the review covers functions located at several UK sites. Entain has stated that the process will follow standard UK employment procedures, including collective consultation requirements where applicable.
Industry-Wide Implications and Government Considerations
Other operators in the land-based gambling market have issued similar warnings in recent months, and trade bodies have compiled additional data showing how tax increases might interact with existing regulatory costs. The EY analysis referenced in the Entain letter forms part of a wider set of submissions that industry groups have presented to Treasury officials.
Those submissions include breakdowns of employment numbers by region, and they highlight concentrations of roles in areas where betting shops serve as local employers. The modelling also accounts for supply chain effects and reduced spending in surrounding businesses if closures occur at the projected scale.
Conclusion
The redundancy consultation at Entain represents one concrete step taken by a major operator in response to ongoing tax policy discussions, and the open letter from CEO Stella David along with the EY projections provide specific data points that policymakers will weigh when considering any adjustments to Machine Games Duty. Further updates on the consultation outcomes and government decisions are expected as the process continues.