Entain has begun a consultation process that could lead to the loss of approximately 400 customer care positions across its global operations, as the gambling group seeks to manage the impact of rising tax costs in the United Kingdom and prepare for potential further increases.

The company, which owns Ladbrokes, Coral and Sportingbet, said the proposed reductions would affect around one-fifth of its 2,000 customer care roles spread across 11 countries. The review includes employees in the UK, Austria, Bulgaria, Brazil, Gibraltar, India, Ireland, the Philippines, Portugal, Spain and Uruguay. The consultation is expected to conclude in November.

The announcement comes as Entain continues to respond to changes in the UK tax environment. The group has also made public a letter sent by Chief Executive Stella David to Prime Minister Andy Burnham, warning that another increase in Machine Games Duty (MGD) could place additional strain on betting shop operators and their employees.

“The proposed changes are being made to ensure our business remains competitive, financially resilient and well positioned for the future as our sector faces an increasingly challenging operating environment. 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,” the company stated according to The Independent.

Tax Changes Add to Industry Cost Pressures

Entain has argued that the sector is already facing a substantial rise in taxation. Last November, former finance minister Rachel Reeves increased gaming duties to 40% and online sports betting levies to 25%, measures that have increased operating costs across the gambling industry.

The company has previously estimated that recent UK gambling tax changes could have a financial impact of around £250 million. According to Entain, Remote Gaming Duty increased from 21% to 40% in April 2026, while a new 25% tax rate on most remote betting activity is scheduled to take effect in April 2027, replacing the current 15% rate.

Attention has now shifted to reports that the government could introduce additional taxes on slot machines ahead of Burnham’s first Budget in October. Entain has focused much of its warning on the possible consequences of a higher Machine Games Duty rate for retail betting businesses.

In her letter to the Prime Minister, David wrote: “Doubling the standard rate of machine games duty to 40% would add around £100 million to the annual cost of running our UK retail business.”

She also cautioned: “A further doubling of Machine Games Duty would therefore add another significant cost to businesses already struggling to absorb major tax increases, stacking the odds against labour-intensive high-street operators.”

Retail Betting Shops in Focus

Entain remains one of the largest retail betting operators in Britain, employing approximately 13,000 people in the UK. More than 12,000 of those employees work across its network of roughly 2,300 Ladbrokes and Coral betting shops.

The company said physical betting locations face unique challenges compared with digital gambling operations. Retail outlets continue to carry staffing, rent and energy costs, while betting activity increasingly shifts online.

David emphasized the potential impact on employees and local communities if additional tax measures are introduced. “These are not theoretical efficiencies in a financial model. They are people losing their jobs and communities losing long-established high-street businesses.”

She added that many of the roles at risk across the wider retail betting sector are held by women, younger workers and people in part-time positions.

“Half of our retail colleagues are women; 52% work part-time or flexible hours; and more than one in five (2,570) are aged under 25,” Ms David said in the letter. “We are not asking to be insulated from taxation. Indeed, Entain is one of the UK’s top 20 taxpayers. However, this would also come on top of substantial tax increases already imposed on the sector.”

An independent study commissioned for the Betting and Gaming Council, referenced by David, suggested that a doubling of Machine Games Duty could result in 1,470 betting shop closures and 15,900 job losses across the sector.

Cost Reductions Continue Despite Stronger Results

The planned customer care cuts follow another restructuring initiative announced two months earlier, when Entain confirmed 500 reductions across product, technology and corporate functions.

The latest move arrives shortly after the group reported first-half underlying operating profit of £479 million, exceeding expectations. The result was supported by cost-control measures and increased activity linked to the football World Cup.

Despite the stronger financial performance, Entain continues to face regulatory and taxation challenges in several markets. Industry peers have also been reducing costs. William Hill owner Evoke reported that more than a fifth of its betting shop estate had closed over the past year, including around 200 locations in May. Other operators, including Bet365, Paddy Power and Betfred, have also undertaken cost-cutting measures or reduced their retail footprints amid mounting economic and tax pressures.

Investors will now watch the outcome of Entain’s consultation process and the government’s October Budget for any decisions regarding Machine Games Duty. The company is also scheduled to provide a third-quarter trading update on October 15, which is expected to offer further insight into how it is managing the effects of higher taxation and ongoing efficiency measures.