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Yet the presence of professional counterparties complicates the customer-facing idea that prediction markets merely allow users to trade opinions with one another. As Kendrick puts it, two ordinary customers are not going to place $10 million or $20 million behind the Philadelphia Eagles. Markets at that scale require institutions.

For Marantelli, the exchange format could also cause some customers to lose money faster than they would with a conventional sportsbook. The ability to enter and exit positions creates a perception of flexibility, but that optionality can encourage users to commit more of their bankroll.

A customer might buy a team at 55 or 56 cents expecting the price to rise to 58 or 59 cents, he explains. If it falls to 45 cents instead, the trader may refuse to accept the loss and continue holding the position.

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Consumers reiterated that being informed is an ongoing process, and that fast-paced and immersive gambling formats can rapidly erode awareness.

On the question of who should be responsible for maintaining this understanding, participants favoured a shared model rather than placing the burden solely on one party. 

Before betting, they accepted personal responsibility provided that information was clear. 

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Alongside its warning on MGD, Entain revealed it had embarked upon a consultation process that may lead to the reduction of around 400 customer care roles from its 2,000-strong UK team. 

According to David, the step forms part of Entain’s broader initiative to streamline operations, increase efficiency and improve customer experience, with the company aiming to create centres of excellence across locations.

“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,” David said.