Regulatory Enforcement and System Failures
Keno Vic Pty Ltd has been issued a $75,000 fine by the Victorian Gambling and Casino Control Commission (VGCCC) after system shortcomings allowed a self-excluded customer to open a second account and place wagers.
Announcing the penalty, VGCCC CEO Suzy Neilan emphasized that such technical failures undermine crucial harm prevention safeguards. The incident occurred in October 2024 when an individual, who had self-excluded from Keno Vic products in April of that year, successfully opened a duplicate online account. Under Victorian regulatory requirements, individuals are prohibited from maintaining more than one account with a gaming provider.
Investigation Details and Regulatory Perspective
During the October 2024 incident, the customer failed automated identity verification, placing the secondary account into a restricted play period. Despite this restriction, the system failed to flag name similarities, allowing the individual to deposit funds and gamble before manual verification could take place. The breach came to light only when the user contacted Keno Vic to complete manual verification using their true name to claim winnings.
Addressing operator accountability, Ms Neilan noted:
“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.”
While the fine reflects the objective seriousness of the breach, the Commission factored in Keno Vic’s clean compliance history, proactive cooperation, and remedial efforts to temper the penalty.
