Suzy Neilan<\/strong>, VGCCC CEO, said QuestBet\u2019s non-compliance with gambling harm minimisation obligations was indicative of a concerning culture. \u201cOur investigation of QuestBet\u2019s practices found the bookmaker failed to have in place adequate systems to protect individuals identifiably at risk of gambling harm,\u201d she said.<\/p>\n\n\n\n \u201cMinimising gambling harm is an obligation every operator holds \u2013 including bookmakers \u2013 who must monitor customer wellbeing and intervene if they observe signs of distress. This substantial penalty demonstrates the seriousness of the bookmaker\u2019s failure to meet its legal and moral obligations.\u201d<\/p>\n\n\n\n The investigation was prompted by a complaint from a customer who claimed QuestBet had allowed them to lose a significant sum of money in a matter of weeks without intervention. The VGCCC found that between April and June 2023, the customer contacted QuestBet more than 20 times to request additional credits and bonus bets. On six occasions, they mentioned having experienced several large losses.<\/p>\n\n\n\n \u201cThis 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. Consequently, the customer lost about AU$15,000 over two months,\u201d Neilan said.<\/p>\n\n\n\n Within its ruling, the VGCCC set out how staff must provide assistance to customers facing negative consequences<\/strong> from gambling, including promoting the use of time and spending limits, as well as self-excluding from gambling or accessing help services.<\/p>\n\n\n\n VGCCC’s CEO said that QuestBet suggested none of these, \u201cthereby breaching the Victorian Bookmakers\u2019 Association Responsible Gambling Code of Conduct<\/strong> and causing further distress to the customer.\u201d<\/p>\n\n\n\n
<\/p>\n\n\n![\"\"](\"https:\/\/focusgn.com\/asia-pacific\/wp-content\/uploads\/sites\/5\/2025\/07\/61dd078c-7e66-44ff-ad5a-0c763f090cf0-300x200.jpg\")
<\/p>\n