Operator Fined for Ignoring Gambling Harm Signs
The Victorian Gambling and Casino Control Commission (VGCCC) has fined QuestBet AU$80,000 for failing to act on signs of gambling harm shown by a customer. This operator allowed a player to lose about AU$15,000 over two months despite clear signs of distress. The customer reached out more than 20 times asking for credits and bonus bets, even mentioning heavy losses on six occasions. Yet, QuestBet issued bonus bets five times, enabling ongoing gambling.
Breach of Responsible Gambling Code
QuestBet’s behavior broke the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct, which requires operators to look after customer wellbeing and intervene when needed. The company did not offer harm minimisation tools such as spending limits, breaks, self-exclusion, or referrals to support services. They also failed to formally respond to the regulator’s requests for explanation, showing a worrying lack of care.
Regulator’s Warning to Bookmakers
VGCCC CEO Suzy Neilan said the $80,000 fine sends a strong message to bookmakers: ignoring gambling harm signs will not be tolerated. She emphasized that operators have both a legal and moral duty to monitor customers and act when they see distress. This case highlights the urgent need for better systems to protect vulnerable players.
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