QuestBet fined in Victoria for gambling harm failures

The Victoria Gambling and Casino Control Commission (VGCCC) has issued an AU$80,000 (US$51,941) fine to online bookmaker QuestBet for accepting bets from a customer who displayed signs of gambling-related distress.

Detailing its ruling, the VGCCC said that the failings took place between April and June 2023. During this period, the player contacted QuestBet over 20 times to request additional credits and bonus bets.

On six occasions, the customer mentioned having experienced several large losses while gambling. This, the regulator said, was a “clear sign” the player was struggling and that QuestBet should have picked up on this.

“It was a sign QuestBet chose to ignore,” VGCCC CEO Suzy Neilan said. “Instead, the bookmaker encouraged and enabled the customer to keep gambling with the aid of bonus bets in five of the six occasions.”

The player in question raised the issue directly with the VGCCC, with the regulator carrying out an investigation. In total, the customer lost approximately $15,000 in the space of just two months.

Regulator blasts QuestBet over inadequate protection

Within its ruling, the VGCCC set out how staff must provide assistance to customers facing negative consequences from gambling. It also referenced how workers have access to a range of resource tools to further support at-risk users. These include setting time and spending limits, as well as self-excluding from gambling.

“QuestBet suggested none of these,” Neilan said. “Thereby, the operator breached the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and caused further distress to the customer.

“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.”

Concluding the ruling, the VGCCC said QuestBet failed to have in place “adequate systems” to protect individuals identifiably at risk of harm. Therefore, it proceeded to issue the fine.

“Minimising gambling harm is an obligation every operator holds – including bookmakers – who must monitor customer wellbeing and intervene if they observe signs of distress,” Neilan said.

“This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations.”