Australian gambling regulator finds six betting firms breached self-exclusion rules

Australia’s gambling regulator has found six licensed wagering providers breached national self-exclusion rules in 2024, citing failures that allowed self-excluded customers to open betting accounts, access gambling services, or receive marketing.

The Australian Communications and Media Authority (ACMA) concluded six investigations involving Tabcorp, LightningBet, Betfocus, TempleBet, Picklebet, and BetChamps, all linked to non-compliance with protections under BetStop, the National Self-Exclusion Register.

The breaches varied by operator but reflected systemic failures to adequately identify and protect customers who had chosen to self-exclude, the regulator said.

“The national self-exclusion register is designed to help people who are trying to avoid gambling services and stop gambling, but self-exclusion only works if wagering providers follow the rules,” ACMA member Carolyn Lidgerwood said.

“These rules have been in place for more than two years, and wagering providers should be taking their responsibilities seriously,” she said.

“When people decide to self-exclude from online and telephone gambling, they trust the system to protect them from gambling harm,” Lidgerwood added. “These investigations have found that these companies broke that trust and let people down.”

Enforcement action taken under the Interactive Gambling Act 2001 varied by operator. Betfocus, LightningBet, and TempleBet were issued remedial directions requiring them to commission independent audits of their systems and implement any recommendations arising from those reviews.

“All licensed wagering providers need to be aware that the ACMA is investigating compliance and enforcing the rules,” Lidgerwood said. “Gambling companies must have effective systems in place to ensure self-excluded people cannot gamble with them.”

Tabcorp Holdings paid a AU$112,680 ($78,981) penalty and entered into a court-enforceable undertaking, which requires the company to commission a third-party review of its customer verification processes and provide staff training on obligations related to the register.

BetChamps received a formal warning, while enforcement action against Picklebet is still being finalised, the regulator said.

The ACMA warned that further breaches could lead to stronger enforcement action, including Federal Court proceedings seeking civil penalties.