VGCCC Fines Keno Vic Over Self-exclusion System Failure

Victorian gambling operator Keno Vic has been fined AUD75,000 after failures allowed a self-excluded customer to open another account and gamble online. The Victorian Gambling and Casino Control Commission said Keno Vic Pty Ltd breached self-exclusion requirements after the customer accessed its online platform.

“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 customer self-excluded from Keno Vic’s products in April 2024 but created a second online account in October. Although the person failed automated identity verification and entered a restricted play period, they could still deposit funds and gamble before completing manual checks.

Duplicate account emerged only during manual verification

Keno Vic found the duplicate account after the customer contacted the operator to complete manual verification and used their real name to claim winnings. The operator then recognised the individual as someone who had previously self-excluded. 

Victorian rules prohibit customers from holding more than one account with the same provider. Neilan stated that Keno Vic’s systems failed to detect similarities in the customer’s information during registration.

“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 regulator said the case exposed weaknesses in safeguards to prevent gambling harm and stop excluded customers from accessing betting products.

Regulator considered cooperation when setting the penalty

Keno Vic’s clean compliance history, cooperation with investigators and remedial action were considered, according to the Victorian Gambling and Casino Control Commission.

“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.

Its decision reinforces the stance that operators are responsible for effective customer controls, even when an individual attempts to bypass verification procedures.

Victoria maintains wider focus on gambling harm prevention

This enforcement action follows wider harm-prevention work across Victoria. In June, the regulator launched its “Beat Dumb Thumb – Set Limits Before You Bet” campaign, encouraging customers to establish safer habits before gambling.

It recommends limiting gambling expenditure to two per cent of take-home income, gambling no more than once a week and using no more than two forms of gambling. 

The VGCCC identified young men as among the groups most exposed to gambling-related harm. This campaign reminded providers to minimise harm and comply with Victorian gambling rules.

VGCCC, Victoria’s gambling operator, has issued a AUD75,000 fine on Keno Vic due to a failure of its self-exclusion tool. A player was able to create a second account while self-excluded. This case shows that the operator bears the burden of player protection, even when people try to bypass their systems.