Registered online bookmaker VicBet has been fined AU$130,000 ($83,000) for two violations of its customer care obligations, as announced by of the Victorian Gambling and Casino Control Commission (VGCCC).
According to VGCCC’s CEO, Annette Kimmitt AM, the serious consequences of non-compliance, not just for the companies involved but also for individuals at risk of significant harm due to irresponsible practices.
“It is an egregious betrayal of trust to continue sending marketing materials to someone who has self-excluded from gambling or closed their betting account,” Kimmitt stated, underscoring the importance of adhering to industry regulations.
The VGCCC’s investigation revealed that VicBet had committed two specific breaches. First, the bookmaker offered a AU$1,800 ($1,200) bonus bet to a customer after they requested the closure of their betting account in September 2022, resulting in a AU$50,000 ($33,000) fine.
Second, VicBet repeatedly sent promotional materials to a customer who had permanently self-excluded from the platform in March 2020, leading to an AU$80,000 ($53,000) penalty.
Under Victorian law, it is prohibited for bookmakers to provide incentives, such as credits or bonuses, to customers who wish to close their accounts. Additionally, sending promotional communications to self-excluded individuals violates the Victorian Bookmakers’ Association Code of Conduct.
“On these occasions, VicBet failed to uphold its legal and social responsibilities, which include minimizing harm to customers,” Kimmitt added. “The industry must respect the decisions of individuals who choose to take a break from or quit gambling, ensuring that all reasonable measures are taken to enforce harm prevention initiatives like self-exclusion programs.”