QuestBet Fined AU$80,000 for Ignoring Signs of Gambling Distress
The Victoria Gambling and Casino Control Commission (VGCCC) has imposed a significant penalty of AU$80,000 (approximately US$51,941) on online betting platform QuestBet for neglecting to address a customer’s apparent gambling issues.
According to the VGCCC, the infractions occurred from April to June 2023, during which the affected player reached out to QuestBet over 20 times seeking additional credits and bonus bets. Notably, the customer cited substantial gambling losses on six separate occasions, which the VGCCC characterized as unmistakable indicators of gambling-related distress that QuestBet overlooked.
VGCCC CEO Suzy Neilan emphasized, “This was a clear signal that QuestBet chose to disregard. Rather than supporting the customer, the bookmaker facilitated continued gambling by offering bonus incentives on five instances.”
The situation escalated when the distressed player lodged a complaint with the VGCCC, prompting an investigation. The individual reportedly lost around AU$15,000 within just two months.
VGCCC Critiques QuestBet’s Lack of Support
In its findings, the VGCCC outlined the essential responsibilities of gaming staff in assisting customers who may be experiencing negative repercussions from their gambling habits. The commission also highlighted the tools available for staff to help at-risk individuals, such as imposing time and spending limits or enabling self-exclusion from gambling activities.
“QuestBet did not recommend any of these options,” Neilan commented. “This oversight constitutes a violation of the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct, ultimately exacerbating the customer’s distress.”
Furthermore, QuestBet failed to respond adequately to inquiries regarding its lack of protective measures, even after receiving multiple extensions to do so.
In its conclusion, the VGCCC noted that QuestBet lacked the necessary systems to safeguard customers who may be vulnerable to gambling harm. Consequently, the commission felt compelled to levy the fine.
“Operators, including bookmakers, are obligated to minimize gambling-related harm by monitoring the wellbeing of their customers and intervening when they detect signs of distress,” Neilan stated. “This hefty fine underscores the gravity of QuestBet’s failure to fulfill its legal and ethical responsibilities.”