The Victorian Gambling and Casino Control Commission (VGCCC) has imposed a substantial AU$80,000 fine on the online bookmaker QuestBet for significant breaches of its responsible gambling obligations.
The penalty was issued after a VGCCC investigation found the operator had allowed a customer to continue gambling and lose a significant amount of money despite the individual showing clear and repeated signs of distress.
The investigation was launched following a direct complaint from the affected customer. It revealed that between April and June 2023, the individual had contacted QuestBet on more than 20 occasions to request bonus bets and additional credits.
During these interactions, the customer explicitly mentioned experiencing large losses on at least six different occasions. Despite these clear indicators of potential harm, QuestBet proceeded to issue bonus bets to the customer on five of those occasions, directly enabling further gambling activity.
Over the two-month period, the customer ultimately lost approximately AU$15,000 without any meaningful intervention from the operator.
The VGCCC’s findings detailed a severe lapse in QuestBet’s duty of care. The regulator determined that the bookmaker had failed to offer or implement any essential harm minimisation tools, such as the options to set a spending limit, take a temporary break from betting, or self-exclude entirely.
Furthermore, QuestBet did not provide any referrals to gambling support services.
The operator was also found to be in breach of the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and had compounded its failings by not responding formally to the VGCCC’s requests for an explanation, even after being granted multiple deadline extensions.
Suzy Neilan, Chief Executive of the VGCCC, described the case as evidence of a “concerning culture” at the bookmaker and reiterated that all operators have a legal and moral obligation to monitor for and act upon signs of gambling harm.
She stated that the fine serves as a clear warning to the industry that ignoring visible signs of distress is unacceptable and will result in serious regulatory action.
