VGCCC Fines QuestBet for Failing to Protect a Distressed Gambler

VGCCC Takes Action Against QuestBet

The Victorian Gambling and Casino Control Commission (VGCCC) recently imposed a fine on the online bookmaker QuestBet due to irresponsible conduct. The regulator found that the sportsbook allowed a customer showing clear signs of distress from gambling losses to continue betting, resulting in significant financial harm.

Allowing Continued Betting Despite Distress

The complaints received highlighted that QuestBet permitted a player to keep placing bets even after the individual exhibited signs of gambling-related stress. During a losing streak, the customer reached out to the operator multiple times seeking bonus credits. Despite these warning signals, including mentions of substantial losses, QuestBet continued to grant bonus bets, neglecting their duty of care.

The VGCCC’s investigation revealed that between April and June 2023, the player contacted QuestBet more than 20 times, requesting additional betting credits or bonuses. On six of those occasions, the customer explicitly reported experiencing heavy losses, yet the operator approved bonus bets five times, enabling further gambling rather than intervening to prevent harm.

Inadequate Player Protection Measures

Suzy Neilan, CEO of the VGCCC, stated that the gambler lost approximately AUD 15,000 over two months. She criticized QuestBet for not having adequate gambling harm minimisation policies in place and raised concerns about the operator’s corporate culture regarding player welfare.

“Our investigation found that QuestBet failed to implement sufficient systems to identify and protect customers at risk of gambling harm,” said Neilan.

Neilan emphasized that gambling operators must closely monitor player behavior and act when signs of distress appear. Additionally, QuestBet did not provide a formal response to the VGCCC’s inquiry concerning their lack of protective measures, exacerbating the situation.

As a result of these breaches, QuestBet was fined AUD 80,000. Neilan noted that this penalty reflects the seriousness with which the VGCCC views operators failing their legal and ethical responsibilities.

Support and Reporting Encouraged

The VGCCC has made detailed information about its decision publicly available. It also encourages consumers to report any similar incidents of non-compliance either online or by phone. Furthermore, anyone experiencing gambling difficulties is urged to seek assistance from counseling services such as Gambler’s Help.