The Victoria Gambling and Casino Control Commission (VGCCC) has fined QuestBet AU$80,000 for failing to protect a customer who showed repeated signs of gambling distress. Between April and June 2023, the customer contacted QuestBet over 20 times seeking additional credits and bonus bets, mentioning significant gambling losses on multiple occasions.
Rather than intervening, QuestBet granted bonus bets in five of six such cases, ignoring its obligations under the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct. The customer lost approximately AU$15,000 in two months before reporting the matter to the VGCCC.
The regulator found QuestBet lacked adequate systems to identify and assist at-risk players, and even failed to respond to formal requests for explanation. The case reinforces that all licensed operators must prioritise harm minimisation and comply with responsible gambling codes or face severe sanctions.
