Victoria’s gambling regulator has fined Keno Vic AU$75,000 after finding that a self-excluded customer was able to gamble through a second online account.
According to the Victorian Gambling and Casino Control Commission, the customer had self-excluded from Keno Vic’s products in April 2024 and then opened another account in October. Automated identity checks failed, the account was placed on a restricted play period, and the person was still able to deposit funds and gamble before manual verification was completed.
The duplicate account was only identified when the customer contacted Keno Vic to finish the verification process and provided their real name to claim winnings. Victorian regulatory requirements do not allow a person to hold more than one account with a gambling provider.
VGCCC chief executive Suzy Neilan said the company’s systems failed to recognise the name similarity and the person was able to gamble during the restricted play period. She said responsibility remained with the major licensee, Keno Vic, to have systems that can identify or flag self-excluded individuals and ensure they cannot gamble during a restricted play period.
The commission said the fine reflected the seriousness of the breaches, together with aggravating and mitigating factors, and was consistent with its risk-based approach to regulation and deterrence. It said Keno Vic’s clean compliance history, cooperation with the investigation and remedial efforts tempered the penalty.
The regulator also described self-exclusion as a practical harm-minimisation measure that can block access to venues or online platforms and reduce harm. It said the failings in this case undermined that safeguard by exposing the customer to the very harm the system is meant to prevent.
