VicBet, an online bookmaker operating in Australia, has been fined by the state of Victoria over 2 cases of customer care duty breaches.
Calculating the damages at $130,000, the Victorian Gambling and Casino Control Commission (VGCCC) used the occasion to issue a reminder of the industry’s responsibility towards customers, and of the repercussions that inevitably follow if rules are not followed.
Annette Kimmitt, outgoing CEO of the VGCCC, said: “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.”
The regulator’s investigation concluded that VicBet’s shortfalls led to the provision of a $1,800 bonus bet to a customer who previously had asked for their account to be closed. This resulted in a $50,000 fine.
In the second case, VicBet was found to have repeatedly sent promotional gambling material to a permanently self-excluded customer in 2020. What followed was a $80,000 fine.
“On these occasions, VicBet failed to live up to both its legal and social licences to operate, which include minimising the risk of harm to customers,” Kimmitt added.
“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.”