The Victorian Gambling and Casino Control Commission (VGCCC) has issued a A$100,000 fine to Crown Melbourne for failing to prevent an excluded person from gambling.
The fine relates to an incident in October 2024 when an excluded player was allowed to gamble continuously for almost 15 hours without any intervention.
According to the VGCCC, the person was not approached by a Crown PlaySafe attendant or any other employee during this period and was not identified as an excluded person by Crown’s surveillance systems.
The casino only became aware of the breach after being alerted by a VGCCC inspector.
“Exclusion is a critical harm minimisation tool. It enables a clear barrier between an individual and the gambling environment especially during moments of vulnerability,” said VGCCC chief executive Suzy Neilan.
The VGCCC acknowledged that the player made efforts to conceal their identity but said the incident indicated that the implemented measures had not sufficiently mitigated potential shortcomings in Crown’s systems and controls in policing the presence of an excluded person.
“This incident highlights the challenges of enforcing exclusions, but also the importance of continuous improvement and vigilance,” added Neilan. “Crown Melbourne must ensure that its procedures are constantly assessed so that the likelihood of an excluded person entering the casino is minimal.”
The Victorian gambling regulator noted that Crown was cooperative throughout the investigation and has implemented further controls in the last 12 months, including reconfiguring gaming floor entrances, reviewing the location of facial recognition cameras and continuous training for entry point officers.
The casino has been ordered to pay a penalty of A$100,000 (approx. €56,000) for the breach.