Crown Melbourne Fined $100K After Excluded Gambler Breach

Crown Melbourne has received a $100,000 fine after an excluded gambler spent nearly 15 hours playing at the casino without being stopped.

The person had been barred from the casino in August last year due to welfare concerns. Despite this, just two months later, they were able to gamble continuously for 14 hours and 40 minutes. During that time, they didn’t take a break, didn’t interact with staff, and went undetected by the casino’s security systems.

“Exclusion Is a Critical Harm Minimisation Tool”

Victoria Gambling and Casino Control Commission (VGCCC) chief executive Suzy Neilan said the situation highlighted clear failures in Crown’s monitoring. “Crown staff only became aware of the breach after being alerted by a VGCCC inspector,” she said.

Crown Melbourne has PlaySafe attendants who watch the casino floor for signs of problem gambling. However, no employee approached the person during the lengthy session. 

While the gambler attempted to hide their identity, Neilan stressed that the incident pointed to weaknesses in the casino’s procedures.

People can be excluded from gambling venues either voluntarily or by the venue itself, and programs like these exist to protect vulnerable individuals. 

“Exclusion is a critical harm minimisation tool. It enables a clear barrier between an individual and the gambling environment, especially during moments of vulnerability,” Neilan said.

Proactive Measures to Prevent Future Incidents

The casino cooperated with the investigation and has since taken steps to prevent a repeat. These measures include relocating facial recognition cameras, redesigning gaming floor entrances, and providing better training for staff and security at entry points.

According to Crown Melbourne’s website, guests can sign voluntary agreements “to exclude themselves from the gambling areas at Crown Melbourne, Crown Perth and Crown Sydney.”

“There is also an added option of Self-Excluding from The Star Sydney Casino. A Self-Exclusion is for a minimum period of 12 months, with longer options available. These options can be discussed with the Crown PlaySafe Team.”, says the casino.