The Victorian Gambling and Casino Control Commission (VGCCC) has fined online bookmaker QuestBet AU$80,000 (approx €44,700) for accepting bets from a customer displaying signs of gambling-related distress.

This follows a regulatory investigation which was triggered by a complaint from a customer who claimed QuestBet had allowed them to continue betting, and losing, a significant sum of money in a matter of weeks, without intervention.

The regulator said that between April and June 2023, the customer contacted the operator more than 20 times to request additional credits and bonus bets. On six occasions, the player also mentioned having experienced several large losses.

The VGCCC said that this was a clear sign that the customer was struggling but the operator did nothing about the issue but instead encouraged and enabled the customer’s behaviour by allowing them to keep gambling with the aid of bonus bets in five of the six occasions.

As a result, the customer lost around AU$15,000 over two months.

The regulator said that staff at gambling operators must provide assistance to customers who display negative effects from gambling and point them to tools and resources to assist them, such as money limits and self-exclusion.

As QuestBet failed to assist the customer in a satisfactory manner, it was found to have breached the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and caused further distress to the customer. The operator also failed to formally respond to the some of the regulator’s requests.

VGCCC chief executive Suzy Neilan said QuestBet’s non-compliance with its gambling harm minimisation obligations “was indicative of a concerning culture”.

“Our investigation of QuestBet’s practices found the bookmaker failed to have in place adequate systems to protect individuals identifiably at risk of gambling harm,” she added. “Minimising gambling harm is an obligation every operator holds, including bookmakers, who must monitor customer wellbeing and intervene if they observe signs of distress.

“This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations.”