VicBet Fined AU$130,000 for Breaching Customer Care Regulations
The Victorian Gambling and Casino Control Commission (VGCCC) has imposed a AU$130,000 (US$80,000) fine on bookmaker VicBet for violating customer care obligations in two separate incidents. The breaches involved offering incentives to a customer who requested account closure and sending promotional materials to a self-excluded individual.

Violations Identified by VGCCC
The commission’s investigation uncovered that VicBet failed to comply with its legal and social responsibilities in two key cases. In September 2022, the company offered an AU$1,800 bonus bet to a customer who had previously requested to close their betting account. This violation resulted in a AU$50,000 fine.
Additionally, the operator was penalized AU$80,000 for sending marketing communications to an individual who had self-excluded from its platform in March 2020.
Regulatory Response
“Breaches can have serious consequences, not only in terms of punitive actions against the companies we catch out, but for people whose lives are affected by this behaviour”, stated VGCCC CEO Annette Kimmitt
The regulator highlighted that offering incentives to retain customers after account closure requests and targeting self-excluded individuals with promotional content directly contravene the Victorian Bookmakers’ Association Code of Conduct.
“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,” Kimmitt added.
VicBet was given the opportunity to provide justification for its actions; however, the VGCCC determined that regulatory action was necessary to uphold industry standards and protect consumers.
The fine against VicBet comes as Kimmitt approaches the end of her tenure as VGCCC CEO, with her resignation set to take effect in March 2025.