Crown Melbourne has been penalized with a $2 million fine by the Victorian Gambling and Casino Control Commission (VGCCC) after it allowed 242 individuals who had self-excluded from gambling to place bets over an eight-month period, spanning from October 2023 to May 2024. This serious breach has prompted regulators to take significant action, underscoring the need for stronger protections against gambling-related harm.

The VGCCC, which oversees the operations of casinos and gambling activities in Victoria, found that Crown Melbourne failed to uphold its responsibility under the Casino Control Act 1991. The law prohibits excluded individuals, including those who have voluntarily self-excluded, from entering, staying, or gambling within the casino. Self-exclusion programs are designed to help individuals who struggle with gambling addiction by barring their access to gambling environments.

VGCCC Emphasizes Harm Prevention

Fran Thorn, Chair of the VGCCC, cited by ABC News, emphasized the gravity of the breach, stating, “Self-exclusion is a vital harm-prevention initiative, and it is an offense for casinos to allow individuals who have chosen to self-exclude to enter or gamble. Providers must ensure they are doing everything in their power to enforce these decisions.” She further highlighted the role of the casino in protecting vulnerable individuals, noting that allowing these breaches put self-excluded patrons at risk of further gambling harm.

While the breach is significant, the VGCCC acknowledged that some self-excluded individuals had gone to considerable lengths to bypass security and continue gambling at Crown. Nonetheless, the Commission attributed these incidents to systemic failures within Crown Malbourne’s operations rather than deliberate disregard for regulatory responsibilities. The commission released a document (pdf) in which it explains the whole reasoning behind the decision to penalize Crown Melbourne.

Systemic Failures Lead to Breaches

The VGCCC’s investigation revealed that these breaches were due to failures in Crown’s systems and controls, including its security protocols, monitoring processes, and staff training. The regulator has now directed Crown to engage an independent expert who will evaluate the effectiveness of the casino’s self-exclusion program. This expert will be tasked with providing recommendations for improvement, which Crown will be required to implement to ensure future compliance.

“Crown has a duty to protect those at risk of gambling harm, and self-excluded individuals must trust that their decision to exclude themselves will be enforced,” Thorn added. “These systemic failures show that Crown still has work to do in ensuring that its controls are strong enough to prevent these breaches.”

Ongoing Reform Efforts at Crown Melbourne

This recent fine follows a series of actions taken by the VGCCC to address Crown Melbourne’s past regulatory failures. The VGCCC has previously imposed fines totaling over $250 million on Crown for various breaches, making the recent $2 million penalty part of a larger pattern of enforcement actions aimed at ensuring the casino meets its obligations under Victorian law. Earlier in 2024, the Commission directed Crown to implement a comprehensive transformation plan as part of the reforms recommended by the Finkelstein Royal Commission. The findings of the Royal Commission had revealed a wide range of issues within Crown’s operations, leading to significant penalties and regulatory oversight.

Despite these recent improvements, the VGCCC remains firm in its commitment to ensuring that Crown completes its transformation and meets all regulatory requirements. “Crown has made some progress by strengthening its controls, enhancing physical security, and improving staff training, but this fine demonstrates that there is still work to be done,” Thorn noted. “We will continue to monitor Crown’s efforts to reform and ensure they meet all their obligations.”

Crown’s Response and Commitment to Compliance

In response to the VGCCC’s findings and the resulting fine, a spokesperson for Crown Melbourne stated, “Crown is committed to ensuring a safe and responsible gaming environment, with a focus on harm minimization and guest wellbeing. We are actively working with the VGCCC to address these issues and further enhance our compliance programs.”

Crown’s efforts to address these breaches include improving its security measures, enhancing monitoring activities, and conducting additional staff training to better enforce self-exclusion orders. The company has reiterated its dedication to protecting vulnerable patrons and ensuring that all regulatory standards are met moving forward.