The Victorian Gambling and Casino Control Commission (VGCCC) has fined VicBet AU$130,000 (approx €78,544) for breaching its customer care obligations.

An investigation conducted by the regulator into VicBet following complaints by players found that the bookmaker had offered and provided an $1,800 bonus bet to a customer after they asked for their account to be closed in September 2022.

For this breach, the VGCCC issued VicBet with a fine of $50,000 fine.

The VGCCC also found that VicBet had repeatedly sent promotional material to a customer after they had permanently self-excluded from the operator in March 2020, resulting in a further fine of $80,000.

The regulator gave VicBet the chance to “show cause” as to why the disciplinary action should not be taken, with submissions from the operator’s legal team considered before the penalty decision was made.

The regulator reiterated that it is an offence for a bookmaker to offer any credit, voucher or reward, or other benefits to encourage players to keep an account open after they have requested it to be closed.

“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,” said VGCCC CEO Annette Kimmitt.

“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. 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.”