Keno fined for self-exclusion breach

A Victorian gambling operator has been fined $75,000 after its system shortcomings allowed a self-excluded customer to gamble.

Announcing the fine for Keno Vic Pty Ltd (trading as Keno Vic), Victorian Gambling and Casino Control Commission CEO Suzy Neilan said the shortcomings undermined important gambling harm prevention measures by exposing them to the very harm the system is meant to prevent.

‘Self-exclusion is a powerful and practical step for people to manage their gambling. It enables individuals to block access to venues or online platforms, whether for a short break or permanently and helps to reduce harm, remove temptation, and support lasting change’, Ms Neilan said.

In October 2024, a self-excluded person was able to open a second online account with Keno Vic, despite having self-excluded from the company’s products in April that year. The customer failed the automatic identification verification and was placed on a restricted play period. The person was still able to deposit funds and gamble before a manual verification could be completed.

The system identified the duplicate name after the person contacted Keno Vic to complete the manual verification process and provided their real name, to claim winnings. Only then was the customer identified as a self-excluded person.

Victorian regulatory requirements prevent a person from holding more than one account with a gambling provider.

‘In this instance, Keno Vic’s systems failed to recognise the name similarity, and the person was able to gamble during the restricted play period.

‘While we acknowledge the customer tried to get around the verification process, the responsibility remains with the major licensee, Keno Vic, to have systems in place that can identify or flag self‑excluded individuals and ensure they cannot gamble during a restricted play period.’

‘The fine we have issued to Keno Vic reflects the objective seriousness of the breaches and takes into account both the aggravating and mitigating factors and is consistent with the Commission’s strategic focus on proportionate, risk-based regulation and deterrence,’ Ms Neilan said.

The Commission acknowledged Keno Vic’s clean compliance history, cooperation with the investigation and remediate efforts, which tempered the severity of the fine.

The VGCCC’s Reasons for Decision is available on our website(opens in a new window).

Additional information:

People with concerns about a gambling provider’s behaviour can also 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.

Media contact: 0427 701 037 media@vgccc.vic.gov.au