MELBOURNE, Australia – A Victorian gambling operator has been fined $75,000 after a system failure allowed a self‑excluded customer to open a second account and continue gambling, in breach of state regulations designed to prevent harm.
The Victorian Gambling and Casino Control Commission (VGCCC) issued the penalty to Keno Vic Pty Ltd, saying the company’s oversight exposed the individual to risks the self‑exclusion program is intended to prevent.
VGCCC chief executive Suzy Neilan said the lapse undermined one of the state’s most important harm‑minimization tools.
“Self‑exclusion is a powerful and practical step for people to manage their gambling,” Neilan said. “It enables individuals to block access to venues or online platforms, whether for a short break or permanently, and helps reduce harm, remove temptation, and support lasting change.”
According to the commission, the customer self‑excluded from Keno Vic’s products in April 2024 but was able to create a second online account in October. Although the person failed automatic identity verification and was placed in a restricted play period, they were still able to deposit funds and gamble before manual verification occurred.
The breach was discovered only after the customer contacted Keno Vic to complete the verification process and provided their real name to claim winnings. The system then identified the individual as someone previously self‑excluded.
Victorian regulations prohibit any person from holding multiple gambling accounts with the same operator.
“In this instance, Keno Vic’s systems failed to recognize the name similarity, and the person was able to gamble during the restricted play period,” Neilan said. “While we acknowledge the customer tried to get around the verification process, the responsibility remains with the major licensee to have systems in place that can identify or flag self‑excluded individuals.”
Neilan said the $75,000 fine reflects the seriousness of the breach and aligns with the commission’s focus on proportionate, risk‑based regulation and deterrence.
The VGCCC noted Keno Vic’s previously clean compliance record, cooperation during the investigation, and remediation efforts, which were taken into account when determining the penalty.
