Trustpilot Under Fire for Hosting Reviews of Illegal Casinos
Trustpilot, the widely used reviews website that promises to help users "find a company you can trust," is currently hosting ratings and reviews for illegal casinos. This has sparked significant concern among MPs in Westminster, who warn of the potential risks to consumers from unlicensed gambling operations.
Unlicensed Operators and Consumer Harm
In recent years, the UK market has been flooded by unlicensed casino operators, which are often linked to severe financial harm, addiction, and even suicide. These illegal sites frequently target vulnerable individuals, including those attempting to limit their gambling by self-excluding from licensed operators through schemes like GamStop.
Despite these dangers, Trustpilot hosts reviews for some of the largest unlicensed sites, such as MyStake, Velobet, and Goldenbet—brands exposed in a recent investigation by the Guardian and Investigate Europe into the illegal Santeda casino network. Offering gambling services without a licence from the Gambling Commission is a criminal offence, yet Trustpilot features review pages that praise these sites for qualities like slot machine variety and fast loading speeds, treating them as legitimate businesses.
MPs and Government Express Deep Concern
A spokesperson for the Department for Culture, Media and Sport (DCMS) voiced alarm over the reviews on Trustpilot, stating, "We are deeply concerned about all forms of illegal gambling, including the growing number of unlicensed online casinos." They highlighted the importance of the new illegal gambling taskforce, funded by £26m announced in November's budget, emphasising the need for urgent collective action to protect consumers and direct them to the regulated market.
Labour MP Alex Ballinger, who campaigns for tougher gambling regulation, expressed worry that Trustpilot, intended to reassure the public of business trustworthiness, is promoting sites not permitted to operate in the UK. "There is no justification for promoting sites that are not permitted to operate in the UK and are contributing to increased gambling harm and tax evasion," he added.
Trustpilot's Response and Actions
Trustpilot stated that it "takes the risks associated with unlicensed gambling extremely seriously and has ongoing systems and processes in place to identify and take action against these types of businesses on our platform." The company clarified that illegal businesses are not permitted on Trustpilot and that it enforces an internal policy, resulting in the removal of 3,400 profiles linked to unlicensed gambling in the past week alone.
However, Trustpilot noted that it "does not endorse or verify the legitimacy of businesses" and that its platform is open for consumer experiences, with profile presence not implying regulatory approval. While it removed review pages for affiliate websites driving traffic to illegal casinos after being contacted by the Guardian, it did not take down reviews for the illegal operators themselves, claiming action was taken only on those breaching its policies.
Broader Industry Challenges and Tragic Consequences
The growth of unlicensed and offshore gambling operators is a broader industry issue increasingly scrutinised by regulators. Trustpilot monitors this space closely and adapts its enforcement approach as activity evolves. In a tragic case, an inquest in January ruled that unlicensed operators were part of the "factual matrix" leading to the suicide of 36-year-old Ollie Long, underscoring the severe human cost of illegal gambling.
As the illicit market attracts more scrutiny for targeting vulnerable consumers, including those on self-exclusion schemes, the need for robust consumer protection and regulatory action remains critical to combat this escalating problem.
