VGCCC Imposes Sanctions on QuestBet for Unacceptable Conduct
QuestBet Fined for Inadequate Player Protection Measures
The Victorian Gambling and Casino Control Commission (VGCCC) has imposed a fine of AUD 80,000 on online bookmaker QuestBet for failing to implement sufficient player protection measures. The commission found that QuestBet did not adhere to several gambling harm minimization protocols and regulations, leading to increased risks of gambling harm among players.
The VGCCC's investigation revealed that QuestBet lacked effective self-exclusion options and limits on betting amounts, failed to prominently display responsible gambling messages, and lacked adequate systems to monitor and identify signs of gambling harm or problematic behavior among its users. The operator also breached advertising and promotion standards by promoting gambling in a manner that was misleading, encouraged excessive gambling, or targeted vulnerable individuals. Furthermore, QuestBet's personnel were not properly trained in responsible gambling protocols, and the company failed to maintain proper records and submit required reports on gambling activity and harm minimization efforts to the VGCCC.
Suzy Neilan, CEO of QuestBet, acknowledged that the customer lost approximately AUD 15,000 over two months and considered the penalty a demonstration of the seriousness of QuestBet's failure to meet its legal and moral obligations. Neilan stated that gambling operators are expected to protect consumers from harm by closely observing their behavior and determining signs of distress.
During the investigation, the VGCCC focused on the interactions between QuestBet and a distressed customer between April and June 2023. On six occasions, the customer mentioned accumulating significant losses to QuestBet, yet the operator granted bonus bets to the customer on five of the six occasions. Despite the customer's distress signals, QuestBet allowed the customer to continue playing.
Neilan criticized QuestBet for its lack of gambling harm minimization protocols and concerning culture. To address these issues, the VGCCC urged consumers to report non-compliance by contacting the commission online or via phone. The commission also encouraged those affected by gambling to seek counseling from Gambler's Help.
The VGCCC provided an in-depth list of reasons for its decision on its official website, and reviewing official VGCCC statements or the public case report would be recommended for detailed and updated specifics. The fine against QuestBet serves as a reminder to all gambling operators of the importance of implementing robust player protection measures and adhering to responsible gambling practices.
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