Key Moments:
- Crown Melbourne received a $100,000 fine after staff failed to detect an excluded gambler for 14 hours and 40 minutes.
- The incident was uncovered only after a VGCCC inspector notified casino employees, highlighting deficiencies in monitoring protocols.
- Crown Melbourne has since relocated facial recognition cameras, redesigned entrances, and expanded staff training to prevent similar incidents.
Prolonged Security Breach Raises Oversight Concerns
An excluded individual entered Crown Melbourne and gambled for nearly 15 hours without being recognized or stopped. The player had been formally excluded from the casino two months prior due to concerns over their welfare.
Despite the prolonged gaming session and lack of interaction with employees, internal monitoring failed to detect the breach. The issue became known only when a Victoria Gambling and Casino Control Commission (VGCCC) inspector notified staff, further exposing weaknesses in the casino’s intervention procedures.
Regulatory Perspective Emphasizes Importance of Exclusion
VGCCC chief executive Suzy Neilan commented on the gravity of the situation, stating: “Exclusion is a critical harm minimisation tool.” Neilan emphasized that exclusion measures are intended to provide essential protection for vulnerable individuals and that their failure poses heightened risks.
Neilan also referenced the responsibility placed on PlaySafe attendants, whose role is to monitor behavior on the gaming floor and step in when necessary. In this instance, staff failed to identify or intervene with the excluded gambler.
Crown’s Immediate Response and Remediation Steps
In cooperation with the VGCCC’s investigation, Crown Melbourne has taken corrective action by implementing several upgrades to its security infrastructure and procedures. These changes encompass:
- Relocating facial recognition cameras for broader coverage
- Redesigning entrance layouts to enhance visibility and oversight
- Providing enhanced training for staff and security personnel at key checkpoints
The casino has also reiterated the availability of voluntary exclusion programs at Crown Melbourne, Crown Perth, and Crown Sydney, which require a minimum term of 12 months and can be extended as needed by the individual.
Industry-Wide Implications and Regulatory Trends
This incident illustrates the risks associated with lapses in exclusion enforcement and the consequences for both the gaming operator and the broader industry. The VGCCC’s action sends a message about the necessity of robust internal controls and the need for casinos to remain vigilant in protecting vulnerable individuals.
As regulatory scrutiny increases, gaming operators may need to evaluate and strengthen their frontline monitoring and intervention mechanisms to prevent similar incidents and avoid regulatory penalties.
| Casino | Regulatory Authority | Fine Amount | Incident Duration |
|---|---|---|---|
| Crown Melbourne | VGCCC | $100,000 | 14 hours, 40 minutes |
- Author
Daniel Williams
