Bookmaker QuestBet has been fined $80,000 after an investigation revealed it was “encouraging and enabling” a problem gambler to keep betting.
The Victorian Gambling and Casino Control Commission issued the hefty penalty after it found that the online operator continued to accept bets from a customer displaying observable signs of gambling-related distress.
VGCCC chief executive Suzy Neilan said QuestBet’s non-compliance with gambling harm minimisation obligations further highlighted a concerning culture.
An investigation was prompted 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.
‘We found that between April and June 2023, the customer contacted QuestBet more than 20 times to request additional credits and bonus bets. On six occasions, they mentioned having experienced several large losses,” Neilan said.
‘This was a clear sign that the customer was struggling. A sign that QuestBet chose to ignore, instead encouraging and enabling the customer to keep gambling with the aid of bonus bets in five of the six occasions.
‘Consequently, the customer lost about $15,000 over two months.”
Founded in 2022, QuestBet has its headquarters in Melbourne and operates on the BetCloud platform, which provides software and technological services to bookmakers.
Neilan said QuestBet failed to put 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,” she said.
‘This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations.’
Gambling operators and their staff are obligated to provide assistance to customers facing negative consequences from their gambling.
Wagering companies have a range of tools and resources at their disposal to help customers set and track time and money limits, take a break, self-exclude or access help services.
‘QuestBet suggested none of these, thereby breaching the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and causing further distress to the customer,” Neilan said.
‘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.”
QuestBet is the latest bookmaker found to have violated a responsible gambling practice.
In the most high-profile recent infringement, Tabcorp was fined $4 million for sending unsolicited emails to customers.
Unibet was fined more than $1 million after failing to close the betting accounts of almost 1000 customers who had registered for self-exclusion.
The Australian Communications and Media Authority handed down both penalties.
