Keno fined over self-exclusion system failure in Victoria
The Victorian Gambling and Casino Control Commission says Keno Vic allowed a self-excluded customer to access its online gambling products.
Australia.- The Victorian Gambling and Casino Control Commission (VGCCC) has fined Keno Vic AU$75,000 (US$49,500) after system failures allowed a self-excluded customer to access online gambling products.
According to the regulator, the incident occurred in October 2024 when someone who had self-excluded from Keno Vic’s services in April of the same year opened a second online account. Although the customer failed the operator’s automatic identity verification process and was placed on a restricted play period, they were still able to deposit funds and gamble before manual verification was completed.
Suzy Neilan, VGCCC CEO, said the breach undermined key gambling harm prevention measures designed to protect vulnerable individuals. “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,” she stated.
The regulator noted that Victorian rules prohibit customers from holding more than one account with the same gambling provider. However, Keno Vic’s systems failed to detect similarities between the customer’s details and those associated with the original self-excluded account. The issue was only identified after the customer contacted Keno Vic to complete the manual verification process using their real name in order to claim winnings.
Neilan added: “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 stated that the penalty reflects the seriousness of the breach while acknowledging mitigating factors, including Keno Vic’s previously clean compliance record, its cooperation throughout the investigation and remedial actions undertaken following the incident.
