Betchoice Corporation, operating as Unibet, has been fined $1,014,120 for failing to close the accounts of 954 customers who registered with BetStop, the National Self-Exclusion Register (NSER).

The fine comes after the Australian Communications and Media Authority (ACMA) conducted an investigation that uncovered over 100,000 breaches of the Interactive Gambling Act 2001 (IGA rules) by Unibet. These breaches were linked to the company's failure to promptly close the accounts of customers who had registered for self-exclusion.

The investigation revealed 45 customer accounts remained open for 190 days or more, despite these customers having registered for self-exclusion from online and telephone betting on the first day of the NSER. Although none of the self-excluded customers were able to place bets during their self-exclusion period, the accounts should have been closed according to the IGA rules.

Unibet also provided wagering services to 45 customers after their self-exclusion period ended, allowing them to use old accounts that should have been closed. One customer was able to place more than 1,200 bets on their old account after their NSER registration concluded. Under the IGA rules, wagering service providers are required to close an individual's account as soon as practicable after NSER registration. If a person's self-exclusion ends and they choose to gamble again, they must open a new account rather than using an old one.

Carolyn Lidgerwood, ACMA member and gambling lead, commented on the investigation's findings. "Our investigation found very serious breaches by Unibet over a sustained period of time," she said.

"Taking in some cases 190 days to close accounts is clearly unacceptable and does not reflect the decisions made by Unibet customers to seek support to help them not gamble."

Lidgerwood also highlighted the importance of the NSER rules in ensuring that individuals make a clear and deliberate choice to recommence gambling. "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.

Despite the breaches, it was noted that no bets were made from these Unibet accounts, nor was any marketing sent while customers were self-excluded. Lidgerwood remarked, "We recognise that no bets were made from these Unibet accounts or marketing sent while customers were self-excluded. However, this outcome puts the industry on notice that they must comply with the rules or face potential financial penalties and other actions available to the ACMA under the IGA."

In response to the investigation, the ACMA has accepted a two-year court-enforceable undertaking from Unibet. This undertaking involves a comprehensive independent review of Unibet's compliance systems and processes. Additionally, Unibet has voluntarily agreed to issue refunds to affected customers who accessed accounts that should have been closed. The ACMA considers these commitments from Unibet crucial for ensuring future compliance with the IGA rules.