The Victorian Gambling and Casino Control Commission has penalised Crown Melbourne following an incident in which an excluded patron was able to gamble for nearly 15 hours without detection or intervention. The individual, barred for welfare-related reasons in August 2024, entered the casino on 31 October 2024 and remained on the gaming floor for 14 hours and 40 minutes. According to the regulator, the person was not approached by Crown PlaySafe staff, nor identified by surveillance systems intended to monitor excluded individuals. It was ultimately VGCCC inspectors who notified staff of the breach.
VGCCC CEO Suzy Neilan stated that the case illustrates the risks associated with ineffective exclusion practices and reinforces the importance of harm-minimisation measures. She noted that although the patron attempted to conceal their identity, the incident revealed ongoing weaknesses in Crown’s monitoring and intervention processes.
The fine comes amid years of heightened scrutiny surrounding Crown Resorts. Multiple high-profile inquiries, including the 2021 Victorian Royal Commission and the Bergin Inquiry in New South Wales, found the operator unsuitable to hold a casino licence due to governance failings, money-laundering vulnerabilities and inadequate responsible gambling controls. These findings resulted in sweeping reforms, significant oversight and substantial financial penalties, including A$120 million in Victorian fines and a A$450 million AUSTRAC penalty.
The VGCCC acknowledged Crown’s cooperation in the latest investigation and noted improvements made over the past year, such as redesigned entry points, enhanced facial-recognition coverage and expanded staff training. However, the regulator emphasised that exclusion enforcement must remain a priority, and operators must continually assess systems to prevent similar lapses. The case underscores the operational challenges casinos face in protecting vulnerable patrons and meeting evolving regulatory expectations.
