The Victorian Gambling and Casino Control Commission (VGCCC) announced on Friday that Tabcorp has been handed a hefty fine for breaching Victoria’s responsible gambling regulations. The fine stands at AU$4.6 million, and according to Commission Chair Fran Thorn, it reflects the severity of Tabcorp’s misconduct. She further stressed that the issues were systemic and resulted in one client being exposed to significant gambling harm.
Licensees’ Obligations in Victoria
In Victoria, each gambling company that wishes to acquire a licence to operate in the state must provide the VGCCC with a Code of Conduct regarding responsible gambling, the contents of which need to cover various factors. As mandated by the VGCCC, the contents of a Responsible Gambling Code of Conduct must include a range of rules regarding the messaging surrounding responsible gambling, how client interactions must be handled, and more. Inducements to gamble irresponsibly or withdraw cash should be prohibited, for example, and employees must also be instructed on how to help clients exhibiting signs of distress.
The purpose of a Responsible Gambling Code of Conduct is to ensure that each operator is able to provide customers with a safe environment and that staff can act swiftly when it appears that a client is experiencing adverse effects from gambling.
Tabcorp, as an entity that has a permit to operate in Victoria, also has such a code of conduct. Some of its rules were evidently neglected or not enforced strictly enough, however.
The Results of the VGCCC’s Investigations
The VGCCC’s investigations into the conduct of Tabcorp revealed that the company had committed a range of violations between 2020 and 2023, with the first type of breach having to do with six instances of the company targeting a self-excluded player with marketing material, something the client had explicitly wished to avoid as part of signing up for the BetStop self-exclusion scheme. It was also found that Tabcorp staff had not been well-trained with regard to harm-minimisation, and customers appearing to be suffering from problem gambling had not been provided with support.
One particularly egregious breach involved a “Responsible Gambling Call” between one of Tabcorp’s account managers and a client who appeared to be at risk of gambling harm as indicated by concerning wagering patterns. A recording of this phone call showed that the account manager took advantage of the situation and told the user that they would be granted a deposit match bonus valued at AU$2,000. Ms Thorn said that the said course of action suggested that at Tabcorp, “harm minimisation obligations were not taken seriously.”
“The recorded call provides evidence of a lack of commitment to responsible gambling policies and demonstrates a lack of concern for the customer’s wellbeing,” continued Ms Thorn.
Tabcopr Will Continue Operating in Victoria
While Tabcorp was mandated to pay a fine, it was not stripped of its VGCCC licence. Instead, the company will need to undergo a transformation programme that is set to get Tabcorp back on track in terms of meeting its responsible gambling obligations.
The VGCCC has instructed Tabcorp to focus on safety precautions with regard to both harm prevention and minimisation. This also means that Tabcorp must ensure that its operations are in line with its Responsible Gambling Code of Conduct. Internal systems, as well as the company’s network of retail agents, will need to ensure that compliance is achieved.
The above transformation programme should “future-proof” the company’s conduct, said Ms Thorn, and she also stressed that the VGCCC will be monitoring Tabcorp to make sure that implementation is both swift and effective.
- Author
Daniel Williams
