The Victorian Gambling and Casino Control Commission (VGCCC) has fined QuestBet A$80,000 (£38,686) for allowing a customer to continue to bet despite showing signs of “gambling-related distress”.
The regulator started its investigation after receiving a complaint from a QuestBet customer in June 2023. The customer had interacted with QuestBet’s live chat function and/or email 21 times.
On six occasions between 9 April 2023 and 7 June 2023, the customer showed “indicators of distress that may be related to problem gambling”, as per the VGCCC’s definitions.
Those messages included asking for free bets after amounting significant losses, including losing A$3,000 over one weekend.
On 31 May at 8.31pm, the customer wrote: “Hi any chance of some loyalty bonus bets today. Spent heaps with you guys over the last couple of days. Can’t deposit again until tomorrow morning.”
On 7 June, the customer followed that up with: “Any bonus bets to kick off today. Terrible day yesterday lost a heap with u [sic] guys.”
The VGCCC determined that QuestBet had broken the responsible gambling code by continuing to accept bets from a player displaying these markers of harm.
Additionally, it was ruled the operator did not have “appropriate measures or procedures” in place to protect vulnerable customers.
The fact that QuestBet failed to intervene after each of the six messages sent by the customer was also flagged by the VGCCC as a concern.
During discussions with the VGCCC, QuestBet said it used “advanced customer intelligence technologies” to monitor gambling behaviours.
QuestBet determined that the customer’s wagering activity during the period was low risk and there were no signals that may be related to problem gambling, the VGCCC noted.
The customer in question lost around A$15,000 during the two-month period.
The VGCCC added that QuestBet did not respond to requests for explanation for the failings, despite several extensions being granted following requests from its solicitors.
Suzy Neilan, the VGCCC CEO, said: “Our investigation of QuestBet’s practices found the bookmaker failed to have in place adequate systems to protect individuals identifiably at risk of gambling harm.
“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.”
The post QuestBet handed A$80,000 fine by Victorian regulator first appeared on EGR Intel.
Australian operator allowed a customer to lose around A$15,000 in two months, despite them showing signs of “gambling-related distress” in various correspondence
The post QuestBet handed A$80,000 fine by Victorian regulator first appeared on EGR Intel.