On September 16, Entain disclosed plans to eliminate 20% of its 2,000 customer care roles globally, resulting in over 400 job cuts. The announcement arrived shortly after the company reported stronger-than-anticipated profits for the first half of the year, despite facing increased gambling taxes in the UK.
CEO Stella David expressed that these proposed changes are necessary to keep the business competitive and financially stable amid a tough operating environment. She emphasized, "This decision has not been made lightly, and our immediate priority is to support those of our colleagues who may be impacted through this transition."
Entain has also expressed frustration over the UK’s intended revisions to the Machine Games Duty (MGD), a tax that applies to gaming machines in betting shops and other locations. Reports indicate that the company has communicated with the Prime Minister’s office, arguing that the changes could elevate its annual operational costs in the UK’s retail sector by approximately £100 million. It’s important to note that the MGD issue is specifically related to retail gaming machines and is separate from the proposed cuts to customer care staff.
In 2026, Entain had already announced reductions of 900 jobs. Earlier this year, in July, they revealed plans to diminish over 500 positions. If the latest proposal is fully realized, the total reductions may reach around 900 jobs during this year alone. Currently, the 400 job cuts in customer services are still under consideration, and the definitive number of layoffs will be determined following a consultation period. This plan impacts employees on a global scale, meaning that non-UK staff will be subject to the employment laws of their respective countries.
The company assured that adequate support will be provided to those affected during the consultation process.
