VicBet slapped with A$130,000 fine over customer care breaches
Melbourne-based bookmaker offered bonuses to a customer after they closed their account and attempted to send promo materials to a self-excluded player in historical shortcomings
The Victorian Gambling and Casino Control Commission (VGCCC) has fined VicBet A$130,000 (£66,225) for offering bonuses and sending promotional materials to customers who had closed accounts and self-excluded.
The state regulator said the operator had committed two breaches of its customer care obligations and had contravened the Victorian Bookmakers’ Association Code of Conduct.
In one instance, VicBet offered and provided a A$1,800 bonus bet to a customer after they had asked for their account to be closed in September 2022.
The VGCCC subsequently fined the firm A$50,000 for the breach, with rules in place stipulating operators cannot encourage or offer credit to an account holder to keep playing after a closure request.
The second failing came after the Melbourne-based bookmaker “repeatedly sent gambling promotional material” to a self-excluded customer.
The customer in question had self-excluded from VicBet in March 2020. In turn, the VGCCC slapped VicBet with an A$80,000 penalty.
The VGCCC said VicBet had been given the opportunity to “show cause as to why disciplinary action should not be taken” prior to the ruling.
The regulator said the submissions from VicBet’s legal team were considered during the regulatory process.
The VicBet fine marks the first regulatory action from the VGCCC this year. In 2023-24, the regulator took 88 disciplinary actions against licensees and employees.
Annette Kimmitt, VGCCC CEO, said VicBet had “failed to live up to both its legal and social licences” with its shortcomings.
The CEO added: “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 behaviour.
“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.
“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 programmes.”