Palmerbet's 18-Month Undertaking: What Went Wrong with Self-Exclusion?

Dr. Annelies De Vos · 2026-09-23

Palmer Bookmaking Pty Ltd, known to most as Palmerbet, just signed an 18-month court-enforceable undertaking. That's the legal way of saying they got caught breaking the rules and now have to play nice. The Australian Communications and Media Authority (ACMA) found that Palmerbet breached national online gambling self-exclusion requirements. So what actually happened? Let's break it down. ### The Case That Sparked It All Back in September 2023, a customer joined BetStop, Australia's National Self-Exclusion Register. That's a system designed to help people step away from gambling. Once you're on it, betting companies are supposed to close your account and stop sending you promotions. It's a safety net. But Palmerbet didn't close that customer's wagering account until February 2025. That's roughly 17 months after the registration took effect. And here's the kicker: during part of that time, the customer kept using the account. So much for the safety net. ### Why This Matters for the Industry This isn't just about one customer or one company. It's about trust. Self-exclusion programs only work if operators actually follow through. When they don't, people who are trying to get help end up getting hurt. The ACMA has been cracking down on this stuff. They've made it clear that they expect gambling companies to take their responsibilities seriously. The 18-month undertaking is part of that push. > "Self-exclusion is a critical tool for harm reduction. When companies fail to honor it, they undermine the entire system," said an ACMA spokesperson. ### What's Next for Palmerbet? An enforceable undertaking means Palmerbet has to do certain things within that 18-month period. They'll likely need to improve their processes, maybe pay a penalty, and prove they're complying with the rules. If they don't, the courts can step in. For now, the company says it's committed to fixing the issues. But only time will tell if they actually follow through. ### The Bigger Picture This case is a reminder that online gambling regulations are only as strong as their enforcement. Whether you're in Australia or anywhere else, self-exclusion programs are a lifeline for people who need them. Operators that ignore them are not just breaking the law—they're breaking trust. As for Palmerbet, they've got 18 months to prove they can do better. Let's hope they do.