Unibet fined over $600K in Australia for failing to close self-excluded accounts

Betchoice Corporation Pty Ltd, trading as Unibet, has been penalized AUD 1,014,120 (USD 654,203) for failing to close the accounts of 954 customers registered on BetStop, Australia’s National Self-Exclusion Register (NSER).

An investigation by the Australian Communications and Media Authority (ACMA) revealed more than 100,000 breaches of the Interactive Gambling Act 2001 (IGA) by Unibet. The breaches stemmed from the company’s failure to close customer accounts promptly after those customers registered to self-exclude from gambling.

The inquiry found that 45 customer accounts remained open for over 190 days, including some who had registered to self-exclude on the very first day of the NSER’s launch. Although no bets were placed during these customers’ self-exclusion periods, the accounts should have been closed according to regulations.

Additionally, the company continued to provide wagering services to 45 customers after their NSER registrations ended, allowing them to place thousands of bets through old accounts that should have been closed. One individual placed more than 1,200 bets after their self-exclusion period had expired.

Under IGA rules, gambling providers must close accounts as soon as practicable once a customer registers with the NSER. Customers who wish to resume gambling must open new accounts rather than using old ones. Each day an account remains open in breach of these rules constitutes an additional violation.

ACMA Member and Gambling Lead Carolyn Lidgerwood described the breaches as “very serious” and said Unibet’s delayed closures of accounts were “clearly unacceptable.”

“The NSER rules are also there to ensure that people are making a clear and deliberate choice to recommence gambling. That is not the case if they can simply access old accounts,” she said.

The ACMA acknowledged no bets were placed during the self-exclusion period, but warned the industry that failure to comply with NSER rules could result in financial penalties and further enforcement actions.

Alongside the penalty, Unibet has agreed to a two-year court-enforceable undertaking to conduct an independent review of its compliance systems and implement recommended improvements. The company has also voluntarily committed to refunding affected customers who were able to access accounts that should have been closed.