QuestBet fined AU$80,000 for failing to act on customer gambling distress
VGCCC says operator ignored clear warning signs and breached responsible gambling code.
Key points:
– QuestBet fined AU$80,000 (US$51,976) for failing to assist a customer showing signs of gambling harm
– Customer lost about AU$15,000 over two months after repeated requests for credits and bonus bets
– Breach of the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct
The Victorian Gambling and Casino Control Commission (VGCCC) has imposed an AU$80,000 fine on online bookmaker QuestBet after finding it allowed a customer to continue gambling despite displaying clear signs of distress.
According to the VGCCC, the penalty reflects the seriousness of the bookmaker’s failure to comply with its gambling harm minimisation obligations. An investigation was launched following a complaint from a customer who alleged they were permitted to lose a significant sum in just a few weeks without intervention.
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 experiencing large losses. Despite this, QuestBet issued bonus bets on five of those occasions, enabling further gambling activity. The customer ultimately lost about AU$15,000 over the two-month period.
VGCCC Chief Executive Suzy Neilan described the case as evidence of a concerning culture within the bookmaker. She said operators are legally and morally obliged to monitor customer wellbeing and step in when signs of harm are observed.
Good to know: VGCCC said QuestBet failed to offer any harm minimisation tools such as setting spending limits, taking breaks, self-exclusion or referral to support services
The regulator found QuestBet breached the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and failed to respond formally to requests for an explanation, even after being granted multiple extensions.
Ms Neilan said the fine serves as a clear warning to all licensed bookmakers that ignoring visible signs of gambling harm will not be tolerated and that appropriate systems must be in place to protect at-risk customers.
Gambling Insider delivers the latest industry news, in-depth features, and operator reviews that you can trust. Our team combines rigorous editorial standards with decades of specialized expertise to ensure accuracy and fairness. We are committed to delivering clear, impartial, and dependable coverage across the global gambling sector.
