Gordon Burns, a 23-year-old from Melbourne, revealed that he turned down an offer of AU$ 25,000 to withdraw a complaint against BetNation and BetDeluxe.
As part of the offer, Burns was told he had to withdraw the complaint by the end of the day, agree never to make any future complaints, and not speak to the press about the incident.
Burns turned down the deal, commenting, “The $25,000 might help me, but it is not going to help the next person that has suffered.”
Companies failed to stop problem gambling
He had lodged a complaint with the Northern Territory Racing and Wagering Commission (NTRWC), which regulates most online gambling in Australia. Burns accuses BetNation and BetDeluxe, now under the control of Amused Group, of failing to protect him despite obvious signs of problem gambling.
Last year, Burns made deposits of AU$ 10,000, AU$ 25,000, and AU$ 35,000 within eight minutes. Later the same day, he lodged three deposits worth AU$ 120,000 during a 17-minute period. Total deposits of AU$ 190,000 ($122,000) should have sent alarm bells ringing, but the companies failed to limit his account.
The NTRWC requires bookmakers to “identify and respond to red flag behaviours” that indicate problem gambling. These red flags include someone increasing the amount and frequency of their deposits.
Burns not amused by offer
Shortly after lodging his complaint with the NTRWC in March 2024, Burns received a WhatsApp message from a representative of Amused Group.
“Are you free for a brief call now?” the message said. “I wanted to discuss a settlement for your account.”
On the call, the company offered Burns AU$ 25,000 on the condition that he withdraw his complaint by the end of the day and agree to make no further complaints to the NTRWC or any other regulator. He also had to agree not to discuss the incident with any media.
Burns declined the offer and has since talked to the media, including the Guardian, about the case. An Amused Group spokesperson said “confidentiality provisions are standard in many industries to provide finality and protect the privacy of all parties to a dispute”.
“They are not intended to silence individuals or avoid regulatory oversight,” the spokesperson said. “In fact, such provisions often facilitate the resolution of complex and sensitive matters without the need for prolonged adversarial processes.
“Amused Group remains committed to transparency, accountability, and the fair treatment of all our customers.”
Australia committed to responsible gambling?
The NTRWC commented that even withdrawing the complaint, as Amused Group had urged Burns to do, would not necessarily prevent an investigation.
A spokesperson for the regulator commented, “When the commission receives advice that a complaint is withdrawn due to the parties reaching a confidential settlement concerning the complaint, the commission undertakes an assessment to determine whether the subject matter of the complaint is sufficiently serious to warrant investigation and disciplinary action.”
“There are a number of examples where the commission has disciplined a licensee after a complaint has been withdrawn.”
In addition to the NTRWC, the Australian Communications and Media Authority (ACMA) has also been monitoring the behavior of gambling companies in the country. Unibet were recently ordered to pay a fine of over AU$1 million for failing to close accounts of individuals on BetStop, Australia’s gambling self-exclusion list.
Speaking on the case of Burns, the Alliance for Gambling Reform’s chief executive, Martin Thomas, said, “It makes a mockery of the complaints system if this is the process that happens. Governments must do more to protect Australians.”
Australians gambling in record numbers
A government report showed Australians lose more than AU$25 billion a year on gambling. The country ranks third globally in online gambling participation, with 21.2% of the population engaging in the activity.
Australia online casinos continue to attract players despite officially not being legalized. Residents can access operators based outside the country, skirting the country’s restrictive regulations.
Burns’ complaint against BetNation and BetDeluxe continues to be lodged with the NTRWC.
Adam is an experienced writer with years of experience in the gambling industry. He has worked as a content writer and editor for five years on sites such as Oddschecker, CoinTelegraph and Gambling Industry News, bringing excellent knowledge of the world of sports betting and online gambling. Adam focuses on emerging stories in the ever changing landscape of betting in the US. Read the latest on prediction markets, changing legislation, and sweepstakes.
