State watchdog the Victorian Gambling and Casino Control Commission (VGCCC) has penalised Keno in Victoria for failing to prevent a person self-excluded from its systems from gambling.
In April 2024 a customer made the decision to self-exclude from products provided by Keno Vic P/L (trading as Keno Vic), however, in October that year the person was able to open a second online account with the company.
Victorian regulations stipulate a person cannot hold more than one account with a gambling provider.
The patron failed the automatic identification verification process in the application. They were placed on ‘restricted play’ and required to undertake manual verification.
But because Keno Vic’s systems failed to recognise the similarity of the name provided as an already excluded person, they were still able to deposit funds and play during the restricted play period before the manual verification could be completed.
The person contacted Keno Vic to claim winnings and was required to provide their real name and complete the manual verification process.
It was at this point the system identified the duplicate name and that it belonged to a self-excluded person.
VGCCC CEO Suzy Neilan says the error is about ultimate responsibility and undermines what is an important gambling harm prevention measure.
“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.
“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.”
Keno Vic was fined $75k, the severity of which the commission says was tempered by the company’s clean compliance history, cooperation with the investigation and remedial efforts.
“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,” concluded Neilan.
More information on VGCCC Enforcement Actions and reasons for decisions on its website.
