The regulator has issued an AU$100,000 fine after it allowing an excluded player to gamble for nearly 15 hours.
Australia.- The Victorian Gambling and Casino Control Commission (VGCCC) has fined Crown Melbourne for allowing an excluded individual to gamble for nearly 15 hours. The operator has been ordered to pay AU$100,000 (US$64.531).
The breach occurred on the evening of October 31, 2024, when someone who had been excluded by Crown in August 2024 due to welfare concerns entered Crown Melbourne and gambled continuously for 14 hours and 40 minutes. The person was not approached by a Crown PlaySafe attendant or any other employee during this period.
Suzy Neilan, VGCCC CEO, acknowledged the customer had made efforts to conceal their identity but said the incident indicated that measures had not sufficiently mitigated potential shortcomings in Crown’s systems and controls.
“Exclusion is a critical harm minimisation tool. It enables a clear barrier between an individual and the gambling environment, especially during moments of vulnerability,” she said. “For nearly 15 hours, the person was able to gamble continuously without taking a break, interacting with staff, or being identified by Crown’s surveillance systems. Crown staff only became aware of the breach after being alerted by a VGCCC inspector.”
The regulator said Crown had assisted the VGCCC with this investigation and has implemented further controls, including reconfiguring gaming floor entrances, reviewing the location of facial recognition cameras and continuous training for entry point officers.
“This incident highlights the challenges of enforcing exclusions, but also the importance of continuous improvement and vigilance. Crown Melbourne must ensure that its procedures are constantly assessed so that the likelihood of an excluded person entering the casino is minimal,” Neilan concluded.
The regulator has issued an AU$100,000 fine after it allowing an excluded player to gamble for nearly 15 hours. Australia.- The Victorian Gambling and Casino Control Commission (VGCCC) has fined…
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