The Victorian Gambling and Casino Control Commission (VGCCC) has fined online bookmaker QuestBet $80,000 for continuing to accept bets from a customer displaying observable signs of gambling-related distress.

Announcing the fine, VGCCC CEO Suzy Neilan said QuestBet’s non-compliance with its gambling harm minimisation obligations was indicative of a concerning culture.

“Our investigation of QuestBet’s practices found the bookmaker failed to have in place adequate systems to protect individuals identifiably at risk of gambling harm,” Ms Neilan said.

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“Minimising gambling harm is an obligation every operator holds – including bookmakers – who must monitor customer wellbeing and intervene if they observe signs of distress.

“This substantial penalty demonstrates the seriousness of the bookmaker’s failure to meet its legal and moral obligations.”

The VGCCC investigation was prompted by a complaint from a customer who claimed QuestBet had allowed them to continue betting – and losing – a significant sum of money in a matter of weeks, without intervention.

“We found that between April and June 2023, the customer contacted QuestBet more than 20 times to request additional credits and bonus bets. On 6 occasions, they mentioned having experienced several large losses.

“This was a clear sign that the customer was struggling. A sign that QuestBet chose to ignore, instead encouraging and enabling the customer to keep gambling with the aid of bonus bets in 5 of the 6 occasions.

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“Consequently, the customer lost about $15,000 over two months,” Ms Neilan said.

Staff of gambling operators must provide assistance to customers facing negative consequences from their gambling. There is a range of tools and resources staff might suggest to customers in this situation to assist them to, for example, set and track time and money limits, take a break, self-exclude or access help services.

“QuestBet suggested none of these, thereby breaching the Victorian Bookmakers’ Association Responsible Gambling Code of Conduct and causing further distress to the customer.

“Nor did the bookmaker formally respond to our request for an explanation for its lack of care or a reason not to be sanctioned, despite requesting, and being granted, several extensions to do so,” Ms Neilan said.

Leading gaming law and regulation conference Regulating the Game has announced the appointment of Tracy Parker, Senior Vice-President, Accreditation, Advisory and Insights at the Responsible Gambling Council (RGC), to the judging panel for the inaugural RTG Global Awards. Parker will represent RGC, a globally respected independent non-profit dedicated to reducing gambling harm, in assessing nominations across categories recognising leadership, innovation and community impact.

The RTG Global Awards, to be presented at the 2026 Gala Dinner on Tuesday 10 March at the Sofitel Sydney Wentworth, celebrate excellence across safer gambling, compliance, industry integrity, financial crime risk management and community contribution.

Parker brings nearly 30 years of experience in driving social responsibility and sustainability, and over a decade championing harm minimization throughout the gambling sector. At RGC, she leads the development and implementation of robust standards and assurance programs, helping organizations deliver safer gambling environments and drive continuous improvement. Her previous leadership roles at Ontario Lottery and Gaming (OLG) strengthened responsible gambling policies across multiple gaming verticals.

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“RGC is honored to join the judging panel for the inaugural RTG Global Awards and support this important platform which elevates leadership, integrity, and innovation across the gambling sector. At a time when industry transformation and public expectations are accelerating, recognizing organizations that meaningfully prioritize harm prevention and player wellbeing is critical to a safe and sustainable sector. We are proud to be part of this important work,” said Sarah McCarthy, RGC’s Chief Executive Officer.

Founded in Canada, RGC has spent over four decades as a global leader in gambling harm prevention. Through research, education and partnerships with regulators, operators and communities, RGC drives policy and operational improvements to ensure gambling does not harm people or the places they live.

Paul Newson, Principal at Vanguard Overwatch and founder of Regulating the Game, said: “Tracy’s leadership and RGC’s global standing in safer gambling make them an ideal addition to the RTG Global Awards judging panel. Their commitment to practical, evidence-informed standards and constructive industry engagement reflects the values we seek to highlight through these awards. We’re delighted to welcome Tracy and RGC to this global initiative.”

The inaugural RTG Global Awards will feature six categories:

• Leadership Voice – for principled, reform-focused leadership contributing to sector uplift

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• Safer Gambling Champion – for operators or organisations delivering tangible harm minimisation outcomes

• Compliance Excellence – recognising uplift in AML, risk culture or regulatory compliance

• RegTech Solution of the Year – celebrating innovative technologies improving sector integrity and compliance

• Community Impact Initiative – for initiatives delivering measurable community benefit

• Emerging Leader – Safer Gambling or Compliance – spotlighting rising talent (under 40) making meaningful contributions.

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