Australia’s communications regulator has moved against six licensed wagering companies after investigations found they failed to follow safeguards meant to protect people who chose to stop gambling.
The Australian Communications and Media Authority (ACMA) said the cases centered on BetStop, the National Self-Exclusion Register that allows Australians to block themselves from online and telephone betting services. Once someone signs up, licensed operators are required to prevent them from opening accounts, placing bets, or receiving gambling promotions.
Regulators wrapped up six separate investigations covering Tabcorp, LightningBet, Betfocus, TempleBet, Picklebet and BetChamps. While each inquiry examined different incidents, the underlying problem showed that the company systems and internal controls failed to properly recognize and block customers who had already registered for self-exclusion.
During 2024, several operators allowed people on the BetStop register to open new wagering accounts or continue using existing betting services. In other instances, customers who had taken steps to cut themselves off from gambling were still sent marketing messages promoting betting products.
ACMA says betting firms’ failures undermine BetStop national self-exclusion system
ACMA member Carolyn Lidgerwood said the investigations showed how easily a harm-reduction tool can break down if operators fail to follow the rules.
“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,” Lidgerwood said.
“These rules have been in place for more than two years and wagering providers should be taking their responsibilities seriously.
“When people decide to self-exclude from online and telephone gambling, they trust the system to protect them from gambling harm. These investigations have found that these companies broke that trust and let people down.”
According to the authority, the reviews uncovered gaps in the companies’ technical systems and compliance processes. In several cases, operators did not properly identify customers listed on the BetStop register, allowing those individuals to access gambling services when they should have been automatically blocked.
The regulator responded with a mix of enforcement measures under the Interactive Gambling Act 2001.
Tabcorp received the largest financial penalty, paying A$112,680 and entering into a court-enforceable undertaking. The agreement requires the company to arrange an independent review of how it verifies customers and to strengthen staff training around obligations tied to the BetStop register.
The penalty adds to earlier regulatory scrutiny of Tabcorp. In a separate case reported previously, the company was fined A$158,400 by ACMA over breaches involving illegal in-play sports betting offered during live matches.
Other companies faced different corrective actions. Betfocus, LightningBet and TempleBet were issued remedial directions requiring them to commission independent system audits and carry out any recommended fixes. Failure to comply could trigger stronger penalties.
BetChamps received a formal warning, while enforcement action against Picklebet is still being finalized.
Lidgerwood said the cases should send a clear message to the gambling sector that compliance with the national self-exclusion system is under close scrutiny.
“All licensed wagering providers need to be aware that the ACMA is investigating compliance and enforcing the rules,” she said. “Gambling companies must have effective systems in place to ensure self-excluded people cannot gamble with them.”
The authority also warned that future violations could escalate to Federal Court action seeking significant civil penalties.
Featured image: ACMA via press release
