January 16, 2025 3 min read

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VicBet Breaches Customer Care Regulations, Receives AU$130,000 Fine

Australian online bookmaker VicBet has received a $130,000 fine from the VGCCC due to the former breaching customer care rules on two occasions.

VicBet Fined AU$130,000

Earlier this week, the Victorian Gambling and Casino Control Commission (VGCCC) announced that it had fined VicBet AU$130,000, which equates to around $83,000. The reason for the fine is two occasions on which the company breached the customer care regulations set by the regulatory bodies.

According to the VGCCC’s investigation, the Australian online bookmaker had first offered an AU$1,800 ($1,200) bonus to a customer. This happened in September 2022 after the customer requested their betting account be closed. VicBet was fined AU$50,000, or about $33,000 for this.

VicBet’s second offense was regarding the repeated sending of promotional materials to a user who had permanently excluded himself from the platform. This happened in March of 2020 and for this, the Australian bookmaker received an AU$80,000 ($53,000) fine.

According to Victorian law, bookmakers, be they online or offline, are prohibited from providing incentives to customers who wish to close their accounts. These incentives may include bonuses and credits. VicBet further violated the Victorian Bookmakers’ Association Code of Conduct by sending promotional materials to persons who have self-excluded from these services.

Officials Comment On the Situation

VGCCC CEO Annette Kimmitt explained that there could be serious consequences for non-compliance with the rules. There could be a negative impact on both the companies involved as well as the individuals, who might be at risk of significant harm due to irresponsible practices.

According to Kimmitt, the act of continuing to send marketing materials to someone who has self-excluded from gambling or closed their betting account is “an egregious betrayal of trust.” She further reiterated the importance of adhering to industry regulations.

On these occasions, VicBet failed to live up to both its legal and social licenses to operate, which include minimizing the risk of harm to customers. The 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.

VGCCC CEO Annette Kimmitt

While VicBet has to deal with the AU$130,000 fine, other Australian bookmakers are having a much tougher time which could also affect many more people. Star Entertainment risks going bust, and as one of the country’s biggest names in the casino and hotel business, up to 9,000 people may lose their jobs. Experts say this may happen as early as February if the company does not receive outside help.

Stefan Velikov is an accomplished iGaming writer and journalist specializing in esports, regulatory developments, and industry innovations. With over five years of extensive writing experience, he has contributed to various publications, continuously refining his craft and expertise in the field.

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