Online betting company QuestBet penalized with A$80,000 in Victoria over perceived inappropriate conduct
In a significant move, the Victorian Gambling and Casino Control Commission (VGCCC) has imposed a fine of AU$80,000 on online bookmaker QuestBet for failing to uphold its responsibilities towards customers facing negative consequences from gambling.
The penalty, equivalent to €47,500, was issued in response to QuestBet's continued acceptance of bets from a customer who showed clear signs of distress related to gambling. This breach of duty of care towards vulnerable gamblers is a direct violation of the VGCCC's regulations on responsible gambling.
The VGCCC's investigation revealed that QuestBet did not offer any assistance to the customer, contributing to their distress and financial loss, which amounted to approximately A$15,000 over two months. The bookmaker also failed to suggest any tools or resources that could have helped the customer in a difficult situation, such as setting and tracking time and money limits, taking a break, self-exclusion, or accessing help services.
Suzy Neilan, the VGCCC's chief executive, expressed concern over QuestBet's failure to meet its legal and moral obligations. She stated that the bookmaker's actions were "poor behaviour" that warranted a significant penalty.
The VGCCC's investigation found that QuestBet had breached the Victorian Bookmakers' Association Responsible Gambling Code of Conduct. The bookmaker's continued acceptance of bets from the distressed customer, even offering bonus bets on five of the six occasions, was a clear indication of its neglect of its harm minimisation obligations.
The VGCCC holds online bookmakers accountable for proactive intervention to reduce gambling-related harm. By continuing to accept bets from customers displaying distress, QuestBet breached these responsible gambling standards and has now faced penalties as a result.
This case underscores the critical responsibilities of online bookmakers: monitoring customer behaviour, taking immediate action to prevent further gambling from customers exhibiting distress, and complying with harm minimisation obligations. The VGCCC's investigation and subsequent fine serve as a reminder to the industry to prioritise the wellbeing of its customers and adhere to the standards set out by the commission.
[1] Victorian Gambling and Casino Control Commission (VGCCC) [2] Victorian Bookmakers' Association Responsible Gambling Code of Conduct [3] The Age, "QuestBet fined $80,000 for responsible gambling failures" (2021)
- The Victorian Gambling and Casino Control Commission (VGCCC) penalized online bookmaker QuestBet for AU$80,000, equivalent to €47,500, due to their repeated acceptance of bets from a distressed customer.
- The VGCCC found that QuestBet's actions against the vulnerable gambler, including offering bonus bets, were a violation of responsible gambling regulations.
- The VGCCC's investigation revealed that QuestBet did not provide assistance to the customer, contributing to their financial loss and distress, and also failed to suggest responsible gambling tools or resources.
- Suzy Neilan, the VGCCC's chief executive, stated that QuestBet's actions were "poor behaviour" that warranted a significant penalty as they breached their legal and moral obligations.
- The VGCCC's investigation found that QuestBet had breached the Victorian Bookmakers' Association Responsible Gambling Code of Conduct, emphasizing the importance of online bookmakers monitoring customer behaviour and complying with harm minimisation obligations.
- This case serves as a reminder to the iGaming industry to prioritize customer wellbeing and comply with the standards set out by the VGCCC to prevent gambling-related harm, including understanding the implications of casino-games, sports-betting, lotteries, and igaming, while promoting responsible gambling practices.
