Australia’s largest gambling company Tabcorp has been fined $4.6 million and ordered to “transform its operations” after being found to have repeatedly breached Victoria’s gambling code.

The Victorian Gambling and Casino Control Commission (VGCCC) found Tabcorp failed to adequately train staff in responsible gambling and sent direct marketing materials to a customer who had opted out.

On one occasion, a Tabcorp account manager placed a responsible gambling call to a customer flagged as a problem gambler and ended the call by offering them a deposit match promotion of $2,000.

The commission has ordered Tabcorp to improve its internal systems and controls, including through its retail agents, with a focus on harm minimisation and player safety.

Gambling giant doesn’t care about customers, regulator says

VGCCC chair Fran Thorn said Tabcorp’s breaches, which occurred between 2020 and 2023, reflected “systemic” failures which included “significant harm to a customer”.

“This action is indicative of a culture in which the licence holder’s harm minimisation obligations were not taken seriously,” Ms Thorn said.

“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.

In 2017, Tabcorp was fined $45 million for breaching money laundering and terrorism financing laws by federal regulator AUSTRAC.

Tabcorp insists ‘significant steps’ taken since recent failures

Tabcorp offers a wide range of sports betting and wagering products in Australia and recently recruited former AFL boss Gillon McLachlan as its new CEO.

In a statement, a Tabcorp spokesperson acknowledged the harm minimisation measures in place at Tabcorp at the time “did not meeting community or regulatory expectations”.

“Nor did it meet the expectations that current management expect of the company and its people,” they said.

“Tabcorp has since taken significant steps to improve customer safety, including re-structuring the Safer Gambling Team which has led to an increase in customer interventions.

“We are also introducing new technology to detect changes in customer behaviour faster so we can intervene sooner to protect customers from gambling harm.”