ACMA finds multiple wagering operators in breach of Australia’s BetStop rules

Weaknesses in internal systems and compliance processes have led four operators to breach Australia’s BetStop rules, with Buddybet, Ultrabet, VicBet, and Topbet all falling short of their obligations to block access and marketing to self-excluded individuals.

The Australian Communications and Media Authority (ACMA) concluded separate investigations into the four online wagering companies, identifying failures related to account management and electronic marketing in violation of the National Self-Exclusion Register (NSER).

According to ACMA, Buddybet did not close wagering accounts belonging to individuals listed on the NSER and sent them marketing material, actions prohibited under the BetStop framework. The company has since exited the Australian market.

Ultrabet reopens account, commits to undertaking

Ultrabet, in a separate case, allowed a self-excluded individual to resume using a wagering account immediately after their exclusion period ended, without requiring a new, explicit request to resume gambling.

The investigation also found that Ultrabet sent marketing material to another individual who remained on the self-exclusion register.

Under BetStop rules, providers are required to close accounts of self-excluded persons as soon as practicable and must not reopen or reinstate accounts once the exclusion period ends.

Individuals who wish to resume wagering after their exclusion must initiate a deliberate and separate action to do so. Operators are also prohibited from sending electronic marketing—including emails and SMS—to any person registered under the NSER.

ACMA has accepted a court-enforceable undertaking from Ultrabet. The undertaking requires the company to review its compliance systems and internal procedures and implement necessary changes to meet NSER requirements.

Marketing violations by VicBet and Topbet

VicBet and Topbet were also subject to ACMA investigations and were each issued a formal warning. Both companies were found to have sent marketing materials to individuals registered on the self-exclusion list.

“Wagering providers should know their obligations under the rules and know that we are enforcing them. The rules about account closure must be complied with,” said ACMA Authority member Carolyn Lidgerwood.

“People on the NSER have made a conscious effort to exclude themselves from online gambling services. Sending gambling marketing messages to people who are trying to stop gambling is unacceptable. Betting services must have systems in place that respect the decisions of people to self-exclude, or face further consequences,” Lidgerwood added. 

The NSER, also known as BetStop, enables Australians to voluntarily exclude themselves from all licensed interactive wagering services for periods ranging from three months to a lifetime. Operators are required by law to ensure full compliance with the provisions of the register.