Online bookmaker QuestBet has been fined AU$80,000 (£39k) in the state of Victoria for accepting bets from a “distressed customer”.

Suzy Neilan, CEO of the Victoria Gambling and Casino Control Commission (VGCCC), personally addressed the operator, calling the culture it exhibits of non-compliance with safer gambling standards “concerning”.

“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.

“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.”

The investigation was launched after the customer themselves submitted a signal to the VGCCC, complaining about the operator allowing them to bet even after suffering significant losses.

“We found that between April and June 2023, the customer contacted QuestBet more than 20 times to request additional credits and bonus bets. On six occasions, they mentioned having experienced several large losses,” Neilan added.

“This was a clear sign that the customer was struggling. A sign that QuestBet chose to ignore, instead encouraging and enabling the customer to keep gambling with the aid of bonus bets in five of the six occasions.

“Consequently, the customer lost about $15k over two months.”

Staff of gambling operators must provide assistance to customers facing negative consequences from gambling.

Australia law mandates that when there are signs of gambling harm, operators are obligated to inform players of the various problem gambling prevention tools available to them. In QuestBet’s case, the VGCCC said this was not done.

“QuestBet suggested none of these, thereby breaching the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and causing further distress to the customer.

“Nor did the bookmaker formally respond to our request for an explanation for its lack of care or a reason not to be sanctioned, despite requesting, and being granted, several extensions to do so.”

The topic of problem gambling is usually very sensitive, particularly right now in Australia where reports come out one after another about the cost that the problem incurs on the economy. 

In 2023, the Victoria government estimated that gambling had cost the state $14.1bn in social harm in the year prior.