VicBet, a registered online bookmaker, was fined $130,000 for two violations of its customer service duties.
Annette Kimmitt AM, CEO of the Victorian gaming and Casino Control Commission, cautioned the gaming sector that breaking the laws can have serious consequences.
“Breaches can have serious consequences for people whose lives are affected by this behavior, as well as for the companies we catch,” Ms. Kimmitt stated. For instance, sending marketing materials to someone who has terminated a betting account or self-excluded from a gaming establishment is a flagrant violation of trust.”
When a consumer requested that their betting account be canceled in September 2022, the bookmaker promised and delivered a $1,800 bonus bet, according to the VGCCC’s investigations into complaints against VicBet.
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VicBet received a $50,000 fine. In March 2020, a customer who had permanently self-excluded from VicBet was routinely emailed gambling advertising materials. The fine was eighty thousand dollars.
It is illegal for bookmakers to promote or provide any kind of prize, voucher, credit, or other advantage to persuade an account holder to keep their account open after they have asked for it to be closed.
Similarly, it is against the Victorian Bookmakers’ Association Code of Conduct to send promotional materials or communication to clients who have self-excluded.
According to Ms. Kimmitt, “VicBet frequently failed to uphold its social and legal licenses to operate, which include reducing the risk of harm to customers.”
“Those who choose to take a break from or stop gambling must have their wishes respected by the industry.”
This entails using all practical means to implement harm prevention measures, such self-exclusion programs, that clients have committed to.
VicBet was given the chance to “prove” why they shouldn’t face disciplinary action. Before a decision was made, its legal representative’s submissions were taken into account.
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