Tabcorp faces its largest-ever fine in Victoria for repeated RG failings
Australian giant guilty of “systemic operational deficiencies” across a three-year period as operator hit with A$4.6m penalty
Tabcorp has been fined A$4.6m (£2.4m) by the Victorian Gambling and Casino Control Commission (VGCCC) over repeated responsible gambling and gambling-related harm prevention failings within the state.
The fine, described by the VGCCC as “the largest the Commission has ever issued to Tabcorp”, relates to breaches of Victoria’s Wagering and Betting Licence and Responsible Gambling Code of Conduct between August 2020 and February 2023.
The VGCCC‘s investigation found Tabcorp had sent marketing materials to a customer who had opted out of receiving promotional materials six times between October 2022 and February 2023.
The operator also provided its staff with “inadequate training” to responsibly deliver its products and services, increasing the risk of gambling-related harm for players.
In addition, the company was judged to have failed to provide appropriate support to a customer “exhibiting observable signs of distress or indicators of potential gambling harm”.
A significant failing saw Tabcorp make a responsible gambling call to a customer who had been flagged as high risk for problem gambling.
The call ended with the operator’s account manager sanctioning a A$2,000 deposit match bonus to the flagged player’s account.
After cooperating fully with the VGCCC investigation, Tabcorp has been ordered by the regulator to implement a transformation programme to overhaul its operations.
This includes making its “harm minimisation and player safety protections” compliant with the Responsible Gambling Code of Conduct as well as redeveloping internal systems and controls.
The operator must also establish controls to effectively manage compliance with its obligations through its network of retail agents.
VGCCC chair Fran Thorn said: “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.
“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.”
Referencing the responsible gambling call, Thorn added: “This action is indicative of a culture in which the licence holder’s harm-minimisation obligations were not taken seriously.
“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.”
In a separate statement, Tabcorp said: “The harm minimisation measures in place by Tabcorp at the time did not meet community or regulatory expectations, nor did it meet the expectations that current management expect of the company and its people.
“Tabcorp has since taken significant steps to improve customer safety, including restructuring the safer gambling team which has led to an increase in customer interventions.”
Tabcorp was previously fined A$370,000 by the VGCCC back in June for allowing a minor to place bets at multiple venues.