Crown Melbourne has been hit with a AU$2 million ($1.34 million) fine by the Victorian Gambling and Casino Control Commission (VGCCC) for allowing 242 self-excluded individuals to gamble at its casino between October 2023 and May 2024.
The VGCCC found that Crown Melbourne breached its obligations under the Casino Control Act 1991 (Vic), which makes it illegal for a self-excluded individual to enter, stay, or gamble in the casino. VGCCC Chair Fran Thorn stressed the importance of casinos upholding self-exclusion protocols to protect those vulnerable to gambling-related harm.
“It is an offense under the Casino Control Act for a casino to allow an excluded person, including those who have self-excluded, to enter or gamble,” said Thorn. “Self-exclusion is a key harm-prevention initiative, and gambling providers must take all necessary steps to enforce this. By failing to do so, Crown has exposed these individuals to the risk of further gambling harm.”
Thorn added that, in some cases, self-excluded patrons went to great lengths to bypass security measures and violate their exclusion terms.
The VGCCC uncovered these breaches as part of its continuous monitoring of Crown’s operations. The investigation revealed that the incidents were the result of systemic and control failures rather than a deliberate attempt by Crown to ignore its regulatory responsibilities.
To address these issues, the VGCCC has directed Crown to hire an independent expert to evaluate the effectiveness of its self-exclusion program. This expert will provide recommendations for improvements, which Crown will be required to implement.
Earlier this year, the VGCCC ordered Crown Melbourne to implement a transformation plan aimed at reforming its practices following the damning findings of the Finkelstein Royal Commission. The Commission acknowledged that Crown has made some efforts to strengthen its exclusion protocols, including enhancing its monitoring activities, physical security, technology use, and staff training.
However, despite these efforts, the VGCCC remains committed to ensuring Crown completes its reform agenda.
“Crown has taken steps to strengthen its controls and improve monitoring, but these breaches show that more work is needed,” Thorn added. “We will continue to oversee Crown’s progress in transforming its operations and ensuring it complies with all regulatory obligations.”
