VGCCC censures Crown Melbourne over harm prevention breaches
Crown Melbourne has been formally censured by the Victorian Gambling and Casino Control Commission (VGCCC) for multiple violations of gambling harm minimisation obligations. VGCCC Chair Chris O’Neill APM said Crown had allowed customers to use poker machines in contravention of mandatory pre-commitment requirements.
“Poker machines are a high-risk, high-harm product, which is why we place so much emphasis on holding industry to account when they fail to honour their legal and social licenses to protect customers from gambling harm,” O’Neill said.
Pre-commitment requirements
O’Neill highlighted the importance of pre-commitment systems in protecting gamblers. “Pre-commitment programs empower people to manage their gambling by making decisions, before they start gambling, about the amount of time and money they will spend,” he said.
“Research has shown that well-designed pre-commitment systems with binding limits can be effective in preventing harm from poker machine use. It is imperative, therefore, from both a legal and ethical perspective, that the casino is vigilant about meeting its pre-commitment obligations.”
The agency stated that the government’s YourPlay pre-commitment program has been installed on all poker machines in Victoria. Mandatory carded play and pre-commitment currently apply to poker machines at Crown Melbourne.
Breaches identified
VGCCC said that between December 2023 and 21 July 2024, 22 Crown customers were able to continue using a poker machine after reaching their nominated time or spend limit.
An additional 10 customers were able to gamble on casino poker machines between 23 December 2023 and 4 August 2024 using a card linked to a YourPlay account that was not in their legal name.
Commission’s response
In deciding to formally censure the Crown, the VGCCC took into account the casino’s cooperation with the investigation. The Commission also considered evidence showing the breaches were isolated and that remedial steps had been implemented. These included additional monitoring and staff training.
O’Neill stressed in the press release the weight of the reprimand. “This reprimand is now on Crown’s record, and we will not hesitate to take more serious disciplinary action in the future, should similar or further breaches occur.”
Last week, the VGCCC fined online bookmaker QuestBet AUD80,000 (€44,787) after finding it allowed a customer showing “observable signs of gambling-related distress” to continue betting. VGCCC CEO Suzy Neilan stated that the bookmaker failed to implement adequate harm minimisation systems, noting that the customer lost approximately AUD15,000 (€8,387) over two months despite repeatedly raising concerns. “This was a clear sign that the customer was struggling. A sign that QuestBet chose to ignore,” Neilan said. The regulator added that QuestBet also failed to respond to requests for explanation, compounding the breach.
The VGCCC is Victoria, Australia’s gambling industry regulator. According to its website, the Commission is independent, but it reports to the Victorian Parliament through the Minister for Casino, Gaming, and Liquor Regulation.
