Online bookmaker VicBet has been fined AU$130,000 (US$81,000) by the Victorian Gambling and Casino Control Commission (VGCCC) for two breaches of its customer care obligations.
According to information from the regulator, VicBet was found to have offered and provided an AU$1,800 (US$1,120) bonus bet to a customer after they asked for their betting account to be closed in September 2022, and to have repeatedly sent gambling promotional material to a customer after they permanently self-excluded from the bookmaker in March 2020.
It is an offense for a bookmaker to encourage or offer any credit, voucher or reward, or other benefit to induce an account holder to keep an account open after they have requested its closure, the VGCCC explained, while sending correspondence or promotional material to customers who have self-excluded contravenes the Victorian Bookmakers’ Association Code of Conduct.
“On these occasions, VicBet failed to live up to both its legal and social licences to operate, which include minimizing the risk of harm to customers,” said VGCCC CEO Annette Kimmitt.
“Industry must respect the wishes of people who decide to have a break from, or quit, gambling. This means taking all reasonable steps to enforce harm prevention initiatives that customers commit themselves to, such as self-exclusion programs.
“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 behavior.
“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.”
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