VGCCC fines QuestBet over customer harm failures
The Victorian Gambling and Casino Control Commission (VGCCC) has fined online bookmaker QuestBet AUD80,000 (€44,787) for continuing to accept bets from a customer showing observable signs of gambling-related distress.
VGCCC CEO Suzy Neilan said QuestBet’s actions reflected poorly on its operational culture. “Our investigation of QuestBet’s practices found the bookmaker failed to have in place adequate systems to protect individuals identifiably at risk of gambling harm.”
“Minimising gambling harm is an obligation every operator holds – including bookmakers – who must monitor customer well-being and intervene if they observe signs of distress. This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations,” Neilan said.
Complaint prompted probe
The VGCCC investigation followed a complaint from a customer who alleged QuestBet had allowed them to keep betting – and losing – a large sum of money over several weeks without any intervention.
“We found that between April and June 2023, the customer contacted QuestBet more than 20 times to request additional credits and bonus bets. On six occasions, they mentioned having experienced several large losses,” Neilan said. “This was a clear sign that the customer was struggling. A sign that QuestBet chose to ignore, instead encouraging and enabling the customer to keep gambling with the aid of bonus bets on five of the six occasions.”
“Consequently, the customer lost about AUD15,000 (€8,387) over two months,” she added.
Lack of support measures
Under responsible gambling obligations, the staff of gambling operators must assist customers facing negative consequences from their gambling. This may include suggesting tools and resources to help set and track time and money limits, take a break, self-exclude, or access support services.
“QuestBet suggested none of these, thereby breaching the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and causing further distress to the customer,” Neilan said.
Failure to respond to regulator
The bookmaker’s lack of engagement with the VGCCC further compounded the issue. “Nor did the bookmaker formally respond to our request for an explanation for its lack of care or a reason not to be sanctioned, despite requesting, and being granted, several extensions to do so,” Neilan said.
In a press release, the VGCCC has reiterated that all operators must maintain effective systems to identify and support customers at risk of gambling harm. The regulator stated that the fine serves as a reminder to bookmakers of their obligations under the law and their responsibility to protect customer well-being.
Last month, the VGCCC fined Werribee RSL after two customers who had self-excluded from gambling were able to access the venue’s gaming room. Neilan said that was the first time the regulatory body had taken disciplinary action against a club or hotel for breaches of self-exclusion. According to the commission, self-exclusion programmes allow individuals to voluntarily block themselves from gambling areas in pubs, clubs, and casinos, either temporarily or permanently.
