MELBOURNE – The Victorian Gambling and Casino Control Commission (VGCCC) has imposed an $80,000 fine on online bookmaker QuestBet for failing to intervene when a customer exhibited clear signs of gambling-related distress.
Regulator Cites Systemic Failures
VGCCC CEO Suzy Neilan stated the penalty reflects serious non-compliance with harm minimization obligations:
“Our investigation revealed QuestBet lacked adequate systems to identify and support individuals at risk of gambling harm,” said Neilan.
“Operators have a legal and moral duty to monitor customer well-being and act when signs of distress are evident. QuestBet’s failure to do so points to a troubling culture of neglect.”
Timeline of Events
The investigation was triggered by a customer complaint alleging that QuestBet allowed continued betting activity despite repeated signs of distress:
- April–June 2023: Customer contacted QuestBet over 20 times, requesting additional credits and bonus bets
- 6 instances: Customer explicitly mentioned significant losses
- 5 of those 6 times: QuestBet responded by issuing bonus bets, enabling further gambling
- Total losses: Approximately $15,000 over two months
“These were unmistakable red flags,” Neilan said. “Rather than offering support or intervention, QuestBet facilitated continued gambling.”
Lack of Support Tools and Response
VGCCC found QuestBet failed to offer any responsible gambling tools or resources, such as:
- Time and money limit settings
- Break or self-exclusion options
- Referrals to support services
This omission violated the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and exacerbated the customer’s distress.
Regulatory Process and Non-Cooperation
QuestBet also failed to respond to VGCCC’s formal request for an explanation, despite receiving multiple deadline extensions.
“Their lack of engagement with the regulatory process further underscores the seriousness of this breach,” Neilan added.
VGCCC Commitment to Safer Gambling
The Commission reaffirmed its commitment to enforcing responsible gambling standards and holding operators accountable for customer protection failures.
