Crown Melbourne Penalized $100K Following Self-Exclusion Violation

Crown Melbourne Fined $100K After Self-Exclusion Breach

Crown Melbourne was fined $100,000 after an individual who was barred from the casino managed to gamble for nearly 15 hours without being detected or stopped by casino staff.

The person had been excluded from the casino in August last year due to concerns about their welfare. Despite this, just two months later, the individual was able to play continuously for 14 hours and 40 minutes without taking any breaks, interacting with staff, or triggering security interventions.

Exclusion Is a Vital Tool for Harm Reduction

Suzy Neilan, the chief executive of the Victoria Gambling and Casino Control Commission (VGCCC), highlighted that this incident revealed serious shortcomings in Crown Melbourne’s monitoring and enforcement policies. She noted that casino staff only became aware of the violation after a VGCCC inspector brought it to their attention.

Crown Melbourne employs PlaySafe attendants who monitor the gaming floor for signs of problematic gambling behaviour. However, in this case, no staff member intervened during the gambler’s extended session. Although the individual attempted to conceal their identity, Neilan emphasized that the failure was rooted in insufficient procedural safeguards.

Self-exclusion programs are designed to protect vulnerable patrons, allowing individuals to voluntarily or mandatorily bar themselves from gambling venues. Neilan asserted that exclusion serves as a crucial harm minimisation mechanism, creating a necessary separation between at-risk individuals and gambling environments during critical periods.

Steps Taken to Prevent Recurrences

In response to the violation, Crown Melbourne cooperated fully with the investigation and implemented several measures to avoid similar incidents in the future. These include repositioning facial recognition cameras, redesigning entrances to the gaming floor, and enhancing training for security personnel and staff at entry points.

The casino offers guests the option to voluntarily exclude themselves from gambling areas at Crown Melbourne, Crown Perth, and Crown Sydney. Self-exclusion agreements typically last a minimum of 12 months, with options for longer durations available. These measures are facilitated by the Crown PlaySafe Team, who assist patrons seeking support with exclusion programs.