QuestBet penalized by VGCCC for inadequate protections against customer harm
In a recent development, the Victorian Gambling and Casino Control Commission (VGCCC) has imposed a fine of AUD80,000 on online bookmaker QuestBet for failing to uphold its responsibilities towards a customer showing signs of gambling distress.
The customer, who contacted QuestBet more than 20 times between April and June 2023, requested additional credits and bonus bets on six occasions. On these occasions, the customer mentioned experiencing several large losses, a clear sign of distress that was not overlooked by VGCCC CEO Suzy Neilan.
Neilan's investigation found that QuestBet failed to have adequate systems to protect individuals identifiably at risk of gambling harm. This breach of the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and broader regulatory obligations is a serious matter, as online bookmakers in Victoria are legally required to take active and effective measures to protect customer wellbeing and minimize gambling harm.
Under responsible gambling obligations, gambling operators' staff must assist customers facing negative consequences from their gambling. QuestBet, however, suggested none of these measures. The VGCCC's expectations align with broader state gambling laws that impose duties on operators to monitor customer gambling behaviour for signs of problematic conduct, actively intervene where harm is evident or likely, promote and facilitate the use of harm minimization tools, and respect self-exclusion registrations.
The fine imposed on QuestBet serves as a reminder to bookmakers of their obligations under the law and their responsibility to protect customer well-being. This is not the first time the VGCCC has taken disciplinary action. Last month, the commission fined Werribee RSL for allowing two customers who had self-excluded from gambling to access the venue's gaming room.
Self-exclusion programmes allow individuals to voluntarily block themselves from gambling areas in pubs, clubs, and casinos, either temporarily or permanently. The VGCCC has also reprimanded other entities, such as Crown Melbourne, for failing pre-commitment requirements and allowing customers to continue gambling beyond their set limits, further underscoring the regulator’s stringent stance on protecting players’ wellbeing.
The case of QuestBet provides a clear example of the consequences of neglecting responsible gambling practices. Neilan stated that QuestBet's actions reflected poorly on its operational culture. The fine is a significant penalty, highlighting the critical importance of customer protection in gambling operations.
The VGCCC's actions underscore the need for online bookmakers to prioritize responsible gambling practices. As digital platforms continue to shape the gambling landscape, it is crucial for regulatory bodies to enforce these practices to protect vulnerable individuals from the potential harms of gambling.
[1] Victorian Gambling and Casino Control Commission (VGCCC) Fine QuestBet AUD80,000 for Breaching Responsible Gambling Code of Conduct [2] QuestBet Fined for Negligence in Responsible Gambling Practices [3] VGCCC Fines Werribee RSL for Allowing Self-Excluded Customers to Gamble [4] VGCCC's Strict Stance on Protecting Players' Wellbeing in the Gambling Industry
- The Victoria Gambling and Casino Control Commission (VGCCC) has reinforced the importance of responsible gambling in the online gambling industry, imposing a fine of AUD80,000 on QuestBet for breaching their Responsible Gambling Code of Conduct.
- In a recent investigation, the VGCCC found that QuestBet had failed to implement adequate safeguards for individuals at risk of gambling harm, setting a troubling precedent for negligence in responsible gambling practices.
- The VGCCC has also fined Werribee RSL for allowing self-excluded customers to access the venue's gaming rooms, emphasizing the need for casinos to respect self-exclusion registrations as part of their responsibility to protect customer wellbeing.
- As digital platforms increasingly dominate the gambling landscape, the VGCCC's strict stance on responsible gambling practices serves as a critical safeguard, ensuring the protection of vulnerable individuals from the potential harms of gambling.
