VicBet Fined for Sending Bonus Offers to Self-Excluding Customer

_{VicBet fined by the VGCCC for breaches of self-exclusion rules. (Image: Courtesy of VGCCC)}

A bookmaker who sent bonus offers to a self-excluding customer has been fined $130,000.  

VicBet, the Australian bookmaker, was fined by the Victorian Gambling and Casino Commission (VGCCC) for targeting customers with prohibited offers and they also offered free bets to a customer, encouraging them to keep their account open. 

Breaches Have Serious Consequences for Customers

Announcing the fine today, Victorian Gambling and Casino Control Commission (VGCCC) CEO Annette Kimmitt AM reminded the land based and online casinos of the potential for people to experience severe harm when rules are not followed.

“Breaches can have serious consequences, not only in terms of punitive actions against the companies we catch out but also for people whose lives are affected by this behaviour,” Kimmitt said. 

“It is an egregious betrayal of trust, for example, to continue to send marketing materials to a person who has self-excluded from a gambling venue or closed a betting account.” 

Investigations Found Numerous Breaches

The VGCCC’s investigations into complaints about VicBet found the bookmaker had: 

• Offered and provided a $1,800 bonus bet to a customer after they asked for their betting account to be closed in September 2022. VicBet was fined $50,000. 
• Repeatedly sent gambling promotional material to a customer after they permanently self-excluded from VicBet in March 2020. The penalty was an $80,000 fine. 

It is an offence for a bookmaker to encourage or offer any credit, voucher or reward, or other benefit to induce an account holder to keep an account open after they have requested its closure. 

Similarly, sending correspondence or promotional material to customers who have self-excluded contravenes the Victorian Bookmakers’ Association Code of Conduct. 

“On these occasions, VicBet failed to live up to both its legal and social licences to operate, which include minimising the risk of harm to customers,” Kimmitt said. 

“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 programmes.” 

VicBet Given Opportunity to Respond 

VicBet was given the opportunity to ‘show cause’ as to why disciplinary action should not be taken. Submissions from its legal representative were considered prior to a determination being made.  

According to the VGCCC’s statement, the fine was issued following an investigation that revealed that they had breached its licencing conditions. 

A number of breaches occurred, including offering bonus credit to a user that requested their account be closed and sending promotional materials to self-excluding customers. 

In the first breach, VicBet offered a $1,800 bonus bet to a customer. This was after the customer had requested that their account be closed. 

The customer accepted the offer and was provided with the bonus credit. It’s an offence to encourage a customer to keep an account open by offering free credit or bonuses. The VGCCC fined VicBet $50,000 for this breach. 

Gambling Material Sent to Customer Who Had Self-Excluded

The second breach saw the company send gambling promotional material on multiple occasions to a customer who had previously permanently self-excluded from VicBet. This contravenes the Victorian Bookmakers’ Association Code of Conduct. The penalty for this breach was $80,000. 

Kimmitt said, “Breaches can have serious consequences, not only in terms of punitive actions against the companies we catch out but also for people whose lives are affected by this behaviour. 

"It is an egregious betrayal of trust, for example, to continue to send marketing materials to a person who has self-excluded from a gambling venue or closed a betting account.” 

"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 programmes.”  

This fine means that the total fines issued in 2025 has now reached $8,613,232 / £7,039,786 in less than a month.