Crown Melbourne censured

Crown Melbourne has been censured by the Victorian Gambling and Casino Control Commission (VGCCC) for multiple breaches of its gambling harm minimisation obligations.

Announcing the censure, VGCCC Chair Chris O’Neill APM today said Crown had allowed customers to use poker machines in contravention of mandatory pre-commitment requirements.

‘Poker machines are a high-risk, high-harm product, which is why we place so much emphasis on holding industry to account when they fail to honour their legal and social licenses to protect customers from gambling harm,’ Mr O’Neill said.

‘Pre-commitment programs empower people to manage their gambling by making decisions, before they start gambling, about the amount of time and money they will spend.

‘Research has shown that well-designed pre-commitment systems with binding limits can be effective in preventing harm from poker machine use. It is imperative, therefore, from both a legal and ethical perspective, that the casino is vigilant about meeting its pre-commitment obligations.’

The government’s YourPlay pre-commitment program is installed on all poker machines in Victoria, and mandatory carded play and pre-commitment currently applies to poker machines at the casino.

Between December 2023 (when mandatory carded play and pre-commitment was introduced) and 21 July 2024, 22 Crown customers were able to continue using a poker machine after reaching their nominated time or spend limit. An additional 10 customers were able to gamble on casino poker machines between 23 December 2023 and 4 August 2024 using a card linked to a YourPlay account that was not in their legal name.

Mr O’Neill said that in deciding to formally censure Crown, the Commission considered the casino’s cooperation with the investigation and evidence that demonstrated the breaches were isolated and remedial efforts had been undertaken, including additional monitoring and staff training.

‘This reprimand is now on Crown’s record, and we will not hesitate to take more serious disciplinary action in the future, should similar or further breaches occur.’

Additional information:

People with concerns about a gambling provider’s behaviour can lodge a complaint or tip-off via the VGCCC website or call 1300 599 759.

Anyone negatively affected by their own or someone else’s gambling is encouraged to call the 24/7 Gambler’s Helpline on 1800 858 858 for free and confidential support.