Crown Melbourne fined for exclusion breach

Crown Melbourne has been fined $100,000 by the Victorian Gambling and Casino Control Commission (VGCCC) for allowing an excluded individual to gamble for nearly 15 hours.

VGCCC CEO Suzy Neilan said the incident underscores the need for safeguards 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,’ Ms Neilan said.

The breach occurred on the evening of 31 October 2024, when the person (who for welfare concerns was excluded by Crown in August 2024) 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.

‘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,’ Ms Neilan said.

Ms Neilan acknowledged the individual had made efforts to conceal their identity but said the incident indicates that the implemented measures have not sufficiently mitigated potential shortcomings in Crown’s systems and controls in policing the presence of an excluded person.

Crown assisted the VGCCC with this 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.

‘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,’ Ms Neilan said.

The VGCCC’s Reasons for Decision is available on the VGCCC website.

Additional information:

Anyone with concerns about a gambling provider’s behaviour can lodge a complaint or tip-off with the VGCCC.

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.