Bookmaker fined for customer safety breaches

Registered online bookmaker VicBet has been fined $130,000 for 2 breaches of its customer care obligations.

Announcing the fine today, Victorian Gambling and Casino Control Commission (VGCCC) CEO Annette Kimmitt AM reminded the gambling industry of the potential for people to experience severe harm when rules are not followed.

“Breaches can have serious consequences, not only in terms of punitive actions against the companies we catch out, but for people whose lives are affected by this behaviour,” Ms Kimmitt said.

“It is an egregious betrayal of trust, for example, to continue to send marketing materials to a person who has self-excluded from a gambling venue or closed a betting account.”

The VGCCC’s investigations into complaints about VicBet found the bookmaker had:

• offered and provided a $1,800 bonus bet to a customer after they asked for their betting account to be closed in September 2022. VicBet was fined $50,000.
• repeatedly sent gambling promotional material to a customer after they permanently self-excluded from VicBet in March 2020. The penalty was an $80,000 fine.

It is an offence for a bookmaker to encourage or offer any credit, voucher or reward, or other benefit to induce an account holder to keep an account open after they have requested its closure.

Similarly, sending correspondence or promotional material to customers who have self-excluded contravenes the Victorian Bookmakers’ Association Code of Conduct.

“On these occasions, VicBet failed to live up to both its legal and social licences to operate, which include minimising the risk of harm to customers,” Ms Kimmitt said.

“Industry must respect the wishes of people who decide to have a break from, or quit, gambling. This means taking all reasonable steps to enforce harm prevention initiatives that customers commit themselves to, such as self-exclusion programs.”

VicBet was given the opportunity to ‘show cause’ as to why disciplinary action should not be taken. Submissions from its legal representative were considered prior to a determination being made.

Additional information:

Customers can self-exclude for free from all licensed Australian online and phone wagering providers by registering with BetStop(opens in a new window) – the National Self-Exclusion Register.

Anyone with concerns about a gambling provider’s behaviour can lodge a complaint or tip-off to the VGCCC here.

Anyone negatively affected by their own or someone else’s gambling is encouraged to call the 24/7 Gambler’s Helpline on 1800 858 858 for free and confidential support.