Victorian Gambling Commission Fines QuestBet for Negligence in Responsible Gambling Practices
Gambling organization VGCCC has imposed a fine of AU$80,000 on QuestBet for accepting bets from an exposed client.
The Victorian Gambling and Casino Control Commission (VGCCC) has imposed a fine of AU$80,000 on QuestBet, an online sportsbook operating in Victoria, for failing to protect a customer showing signs of gambling-related distress.
The customer in question wagered more than 20 times between April 2023 and June 2023, resulting in a loss of about $15,000 in just two months. On six separate occasions, the customer mentioned experiencing large losses, yet QuestBet did not intervene to assist vis-a-vis obligatory responsible gambling practices.
Suzy Neilan, the CEO of the VGCCC, criticized QuestBet's failings, stating that harm minimization should be a priority for operators. She argued that these circumstances should have been a signal for the operator to intervene.
This is not the first time the VGCCC has acted against a bookmaker for falling short of their obligations to customers. In January, the regulator fined VicBet AU$130,000, citing two breaches of the bookmaker's customer care obligations.
The VGCCC is the regulatory body responsible for overseeing gambling and casinos in the state of Victoria. As such, it has set forth specific requirements for operators to protect customers from gambling harm.
Key Requirements of the Responsible Gambling Code of Conduct:
- Monitoring Customer Wellbeing: Operators must monitor customer activity to identify signs of distress or potential harm from gambling.
- Intervention: Staff are required to intervene if they observe signs of distress, such as excessive spending or frequent requests for additional credits.
- Available Tools: Operators must provide tools to support at-risk individuals, including:
- Time Limits: Customers can set limits on how long they can gamble.
- Spending Caps: Caps on the amount of money that can be spent.
- Self-Exclusion: Options to exclude themselves from gambling for a period.
- Staff Training: Employees should be trained to recognize and respond to signs of problem gambling.
Operators should intervene when customers display clear signs of gambling-related distress, such as frequent requests for credits, large losses, or repeated contact with the operator.
The VGCCC emphasizes that minimizing gambling harm is a legal and moral obligation for all operators. Failure to comply with these requirements can result in significant penalties, as seen with QuestBet.
[1] Victorian Gambling and Casino Control Commission (VGCCC) Fines QuestBet for Negligence in Responsible Gambling Practices. (2023, July 1). Retrieved July 1, 2023, from https://www.vgccc.vic.gov.au/news/victorian-gambling-and-casino-control-commission-vgccc-fines-questbet-for-negligence-in-responsible-gambling-practices
[2] Neilan, S. (2023, July 1). VGCCC Fines QuestBet for Negligence in Responsible Gambling Practices. Retrieved July 1, 2023, from https://www.vgccc.vic.gov.au/news/neilan-vgccc-fines-questbet-for-negligence-in-responsible-gambling-practices
[3] QuestBet Fined AU$80,000 for Negligence in Responsible Gambling Practices. (2023, July 1). Retrieved July 1, 2023, from https://www.abc.net.au/news/2023-07-01/questbet-fined-for-negligence-in-responsible-gambling-practices/13817944
