Australian racing and wagering giant Tabcorp has been whacked with an AU$4.6 million (US$3.1 million) fine by the Victorian Gambling and Casino Control Commission (VGCCC) for several instances of non-compliance with its regulatory obligations.
The regulator said it has also directed Tabcorp to transform its operations, with Commission Chair Fran Thorn stating Tabcorp Wagering (Vic) Pty Ltd had repeatedly breached the Wagering and Betting Licence and Responsible Gambling Code of Conduct between August 2020 and February 2023.
“Tabcorp’s breaches reflect systemic operational deficiencies and non-compliance with the conditions of its licence, the consequences of which have included significant harm to a customer,” Thorn said.
“The hefty fine, the largest the Commission has ever issued to Tabcorp, is proportionate to the seriousness of the licensee’s misconduct. It sends a clear message to the gambling industry that this kind of behaviour is not acceptable and will not be tolerated.”
This is the second time the VGCCC has hit Tabcorp with a fine in the space of two months, having previously issued AU$370,417 (US$246,790) in fines for multiple charges of failing to prevent a minor from gambling across multiple venues in Victoria and for failing to properly supervise its Electronic Betting Terminals.
In this latest instance, the regulator said Tabcorp was found to have sent direct marketing material to a customer six times between October 2022 and February 2023, despite the customer having opted out of receiving promotional materials.
It also failed to minimize the potential for gambling harm through inadequate training of employees to responsibly deliver its products and services; failed to provide appropriate support to a customer exhibiting observable signs of distress or indicators of potential gambling harm; while on one occasion a Tabcorp account manager placed a ‘Responsible Gambling Call’ to the customer, whose betting patterns had been flagged as potentially concerning by Tabcorp’s monitoring systems. The call ended with the Tabcorp account manager communicating that a deposit match promotion of AU$2,000 would be allocated to the customer’s account.
“This action is indicative of a culture in which the licence holder’s harm minimization obligations were not taken seriously,” Thorn said.
“The recorded call provides evidence of a lack of commitment to responsible gambling policies and demonstrates a lack of concern for the customer’s wellbeing. Instead of offering support or making suggestions to help the customer manage their gambling, the call was used as an opportunity to encourage them to continue gambling.”
To address these breaches, Tabcorp has been directed to implement a transformation program to overhaul its operations, the VGCCC said, with a focus on harm minimization and player safety protections, internal systems and controls to effectively manage its compliance requirements, and controls for effectively managing compliance with its obligations through its network of retail agents.
“The Commission has given Tabcorp clear instructions on what it must do to improve its operations and prioritise gambling harm minimisation,” Thorn explained. “The directed transformation program is intended to future proof Tabcorp’s gambling operations to ensure it complies with the law.
“We will be actively monitoring to ensure that the transformation program requirements are not only implemented quickly but are effective in ensuring ongoing compliance with the law.”
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