VGCCC fines Keno over self-exclusion system failure
A Victorian gambling operator has been fined AUD75,000 ($49,000) after system failures allowed a self-excluded customer to open a second account and gamble, prompting fresh warnings from the state’s regulator over operators’ responsibilities to protect vulnerable customers.
The Victorian Gambling and Casino Control Commission (VGCCC) announced that Keno Vic Pty Ltd, trading as Keno Vic, breached self-exclusion requirements after an excluded customer was able to access its online gambling platform despite safeguards designed to prevent exactly that scenario.
“Self-exclusion is a powerful and practical step for people to manage their gambling. It enables individuals to block access to venues or online platforms, whether for a short break or permanently and helps to reduce harm, remove temptation, and support lasting change,” Suzy Neilan, VGCCC CEO, said.
The regulator said the customer had self-excluded from Keno Vic’s products in April 2024 but managed to create a second online account in October the same year. Although the individual failed the operator’s automated identity verification process and was placed into a restricted play period, they were still able to deposit money and gamble before manual verification was completed.
The duplicate account was detected only after the customer contacted Keno Vic to complete manual verification and provided their real name to claim winnings. At that point, the operator identified the individual as someone who had previously self-excluded. Under Victorian regulations, customers are prohibited from holding more than one account with the same gambling provider.
Neilan said Keno Vic’s systems failed to identify the similarity between the customer’s details during the account creation process. “While we acknowledge the customer tried to get around the verification process, the responsibility remains with the major licensee, Keno Vic, to have systems in place that can identify or flag self-excluded individuals and ensure they cannot gamble during a restricted play period.”
The VGCCC said the case exposed weaknesses in safeguards intended to reduce gambling harm by preventing excluded customers from accessing gambling products.
Fine reflects seriousness of breach
The regulator said the penalty reflected the seriousness of the compliance failures while recognising Keno Vic’s cooperation during the investigation. According to the VGCCC, the operator’s clean compliance history, cooperation with investigators and remedial efforts were considered mitigating factors when determining the penalty.
“The fine we have issued to Keno Vic reflects the objective seriousness of the breaches and takes into account both the aggravating and mitigating factors and is consistent with the Commission’s strategic focus on proportionate, risk-based regulation and deterrence,” Neilan said.
Harm prevention remains regulatory focus
The enforcement action follows a broader push by the VGCCC to strengthen gambling harm prevention across Victoria.
In June, the regulator launched its “Beat Dumb Thumb – Set Limits Before You Bet” campaign, encouraging gamblers to adopt safer betting habits before placing wagers. The campaign promotes practical measures such as limiting gambling expenditure to no more than two per cent of take-home income, gambling no more than once a week and participating in no more than two forms of gambling.
The initiative was introduced as wagering and sports betting continue to grow in Victoria, with the regulator warning that young men remain among the groups most exposed to gambling-related harm.
The campaign also reminded gambling providers of their legal obligations to minimise harm and comply with regulatory requirements.
Don’t just read the news, stay ahead of it. Subscribe HERE to SiGMA’s Top 10 News countdown for stories shaping iGaming’s future, weekly insights from the world’s biggest iGaming community, and exclusive subscriber-only offers.
