QuestBet Penalized in Victoria for Enabling Problem Gambling
QuestBet has been ordered to pay an AU$80,000 fine ($51,941) by the Victoria Gambling and Casino Control Commission (VGCCC) for failing to protect a customer showing clear signs of problem gambling.
LISTEN TO THIS ARTICLE:According to the VGCCC, QuestBet's failings unfolded over a three-month period, from April to June 2023, during which the customer made over 20 frantic attempts to secure additional credits and bonus bets.
The regulator highlighted that in their interactions with the gambling site, the customer mentioned suffering heavy losses on six separate occasions, which should have alerted Questbet to the player’s distress. However, the company allegedly ignored the signs and instead actively encouraged the customer's behavior, offering bonus bets on five out of the six times.
The VGCCC became aware of the situation after the customer contacted the regulator to raise concerns about their experience. This led to an investigation, which found that the customer had lost around $15,000 in just two months of betting on the site.
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As part of its ruling, the VGCCC detailed the role of staff in assisting customers who are experiencing harm from gambling and highlighted the range of tools available to support these individuals, including time limits, spending caps, and self-exclusion options.
QuestBet suggested none of these. Thereby, the operator breached the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and caused further distress to the customer. Nor did the bookmaker formally respond to our request for an explanation for its lack of care or a reason not to be sanctioned, despite requesting, and being granted, several extensions to do so.
The VGCCC ultimately determined that QuestBet's systems were inadequate to protect individuals who were clearly at risk, leading to the imposition of the fine.
Neilan added, “Minimising gambling harm is an obligation every operator holds, including bookmakers, who must monitor customer wellbeing and intervene if they observe signs of distress.This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations.“
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