Crown Melbourne has received a formal censure from the Victorian Gambling and Casino Control Commission (VGCCC) after it was found to have breached its harm minimization obligations related to poker machines, colloquially known as pokies.
The disciplinary action was taken after the regulator discovered failures in the casino’s pre-commitment system, YourPlay, which is designed to protect players from gambling harm.
The investigation found that between December 2023 and July 2024, Crown’s system allowed customers to continue playing on poker machines even after they had exceeded the spend or time limits they had voluntarily set for themselves.
Furthermore, the VGCCC identified a separate breach where ten customers were able to gamble using player cards that were not linked to their own legal names, undermining key player identification and tracking requirements.
The YourPlay program is a mandatory feature installed on all poker machines in Victoria, which, along with carded play restrictions, forms a critical part of the state’s responsible gaming framework.
The VGCCC Chair emphasized the seriousness of these failings.
Chris O’Neill, VGCCC Chair, stated:
“Poker machines are a high-risk, high-harm product, which is why we place so much emphasis on holding industry to account when they fail to honour their legal and social licenses to protect customers from gambling harm. Pre-commitment programs empower people to manage their gambling by making decisions, before they start gambling, about the amount of time and money they will spend.”
O’Neill noted that while the casino had cooperated with the investigation, the formal reprimand now stands on Crown’s permanent record. He concluded with a stern warning.
O’Neill continued:
“This reprimand is now on Crown’s record, and we will not hesitate to take more serious disciplinary action in the future, should similar or further breaches occur.”
