QuestBet fined $80K for failing to protect a vulnerable gambler from harm
The Victorian Gambling and Casino Control Commission (VGCCC) has fined online bookmaker QuestBet AUD 80,000 for failing to protect a vulnerable customer. The penalty follows repeated incidents where the company allowed the distressed gambler to continue betting despite clear signs of harm. Regulators have criticised the operator's lack of safeguards and unresponsiveness to oversight requests.
Between April and June 2023, the customer contacted QuestBet more than 20 times. In at least six of those interactions, they mentioned significant losses and gambling-related distress. Despite this, the company granted the individual bonus bets on five separate occasions.
The customer lost around AUD 15,000 over two months due to QuestBet's failure to intervene. When questioned by the VGCCC, the bookmaker did not provide an adequate explanation for its lack of action.
VGCCC CEO Suzy Neilan condemned QuestBet's conduct, calling out its weak gambling harm minimisation protocols and a concerning internal culture. The regulator has previously penalised other operators for similar breaches, including a AUD 95,000 fine against Sportsbet in 2022 for insufficient player protection measures. Other firms, like Ladbrokes, have also faced warnings or licence conditions for failing to uphold responsible gambling standards.
The VGCCC has urged consumers to report any non-compliance with gambling regulations. Those affected by gambling harm are encouraged to seek support through Gambler's Help. QuestBet's penalty serves as a reminder of the strict obligations operators face in protecting vulnerable customers.
