In this report, the Video Game and Casino Control Commission (VGCCC) has imposed a fine of AU$80,000 on QuestBet.

In Victoria, Australia, the Victoria Gambling and Casino Control Commission (VGCCC) has issued a record-breaking fine of AU$80,000 to online bookmaker QuestBet for failing to address signs of gambling-related distress among a customer. This penalty serves as a stern warning to all online gambling operators to prioritise responsible gambling practices and protect their customers from harm.

The fine, which is the largest ever imposed by the VGCCC for a failure to protect a customer from gambling harm, was issued due to QuestBet's lack of response to the customer's distress signals. Between April and June 2023, the customer contacted the operator more than 20 times to request additional credits and bonus bets, signs that they were experiencing negative effects from gambling. Despite these clear indications, QuestBet did not provide assistance to the customer or take steps to minimise their gambling harm.

The VGCCC found that QuestBet failed to adequately protect the customer from the risks of gambling harm, a breach of the Victorian Bookmakers' Association Responsible Gambling Code of Conduct. The regulatory body also noted that QuestBet did not respond to some of its requests during the investigation.

The customer, who lost around AU$15,000 over two months, had also mentioned experiencing several large losses on six occasions. The regulatory investigation was triggered by a complaint from a customer who claimed QuestBet had allowed them to continue betting and losing a significant sum of money in a matter of weeks, without intervention.

In a statement, the VGCCC chief executive, Suzy Neilan, described QuestBet's non-compliance as "indicative of a concerning culture". She emphasised that minimising gambling harm is an obligation every operator holds, including bookmakers, who must monitor customer wellbeing and intervene if they observe signs of distress.

The VGCCC can take disciplinary actions against operators that breach responsible gambling codes, and this case serves as a reminder to all online gambling operators to take their obligations seriously. Operators must ensure they are licensed and comply with all legal requirements. Failure to do so not only leads to fines but also risks damaging their reputation and potentially facing legal action for operating illegally.

The fine issued to QuestBet demonstrates the seriousness of the bookmaker's failure to meet its legal and moral obligations. The operator instead encouraged and enabled the customer's behaviour by allowing them to keep gambling with the aid of bonus bets in five of the six occasions. They did not point the customer to tools and resources such as money limits and self-exclusion.

In conclusion, the VGCCC's actions highlight the importance of online bookmakers in Victoria adhering to responsible gambling practices to avoid financial penalties and maintain legal compliance. The record-breaking fine imposed on QuestBet serves as a powerful reminder to all operators to prioritise the wellbeing of their customers and take responsible gambling seriously.

[1] Victoria Gambling and Casino Control Commission [2] Victorian Bookmakers' Association Responsible Gambling Code of Conduct [3] Legal requirements for online gambling operators in Victoria [4] Reputation management for online gambling operators [5] Consequences for non-compliance with responsible gambling obligations

The large fine issued to QuestBet by the Victoria Gambling and Casino Control Commission (VGCCC) highlights the necessity for all online gambling operators in Victoria to prioritize casino-gambling responsibly, adhere to the Victorian Bookmakers' Association Responsible Gambling Code of Conduct, and comply with all legal requirements.
It's essential for online gaming providers in Victoria to prioritize responsible gambling practices to prevent consequences like lotteries penalties, potential damage to their reputation, and even legal action for illegal operations, as demonstrated by the case of QuestBet.

In this report, the Video Game and Casino Control Commission (VGCCC) has imposed a fine of AU$80,000 on QuestBet.