Your rights when gambling
What to expect from gambling providers
The gambling industry has an obligation to protect you from gambling harm — whether you’re betting in a venue or online.
This applies to gambling venues, online betting platforms, casinos, sports betting agencies, and lotteries that are registered in Victoria.
What to expect when gambling in a venue
All gambling venues must follow a set of rules called a Code of Conduct(opens in a new window) to look after their customers.
There is usually a special staff member (Responsible Gambling Officer) who will make sure the rules in the Codes of Conduct are followed.
When you visit a gambling venue, you should expect staff to:
- ask how old you are, if you look under the age of 18 (children under 18 are not permitted to enter gambling venues)
- ask whether you need a break from gambling, particularly if you are looking stressed or worried
- offer support if they are concerned about your gambling
- provide information on self-exclusion if you are experiencing harm from gambling (how to exclude yourself from gambling)
- provide a safe environment, free from criminal influence.
If you believe a venue is not following the rules, you can make a complaint or submit a tip-off(opens in a new window).
What to expect when gambling online
Online gambling providers must follow strict rules and a Code of Conduct(opens in a new window) to protect customers. When you bet online, you should expect, at a minimum:
- identity and age verification: this is to prove you are over 18 before betting
- deposit limits: you must be given the option to set a deposit limit when signing up
- direct marketing: you can only be sent direct marketing if you agree to it
- activity statements: you must receive a monthly email showing how much you gambled
- incentives: companies cannot offer incentives such as credits, vouchers, rewards or other benefits to open an account or refer someone
- self-exclusion options: you can block yourself from gambling on one or more platforms using BetStop(opens in a new window). If you do, betting companies must block your access and not contact or send ads to you.
If a Victorian-registered online gambling operator is not following these rules, you can make a complaint or submit a tip-off(opens in a new window).
Warning about gambling with overseas online operators
Gambling with online operators that are not licensed in Australia is illegal and puts you at serious risk. These sites do not follow Australian laws, meaning you have no legal protection if something goes wrong.
If you gamble on an overseas site:
- your funds are not secure, and you may have trouble withdrawing winnings or even lose your money entirely
- you are unprotected from fraud, unfair terms and misleading promotions
- you may not have access to gambling tools to set limits and reduce your risk of harm
To stay safe, only bet with licensed Australian operators.
Before using an online betting service, go to the ACMA website to check if a gambling operator is legal(opens in a new window).
To report an illegal online gambling provider, visit the ACMA website(opens in a new window).
Concerned about your gambling? It’s easy to lose track of your spending or think about gambling more often than you did before. If this sounds familiar, you can find ways to manage your gambling(opens in a new window).
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