Keno Vic fined after Self-Excluded gambler allowed to play
A Victorian keno operator has been fined $75,000 after a self-excluded customer was able to open a second online account and gamble, with regulators finding the company’s identity verification systems failed to prevent the breach.
The Victorian Gambling and Casino Control Commission (VGCCC) imposed the penalty on Keno Vic Pty Ltd, saying the incident undermined one of the industry’s most important harm-minimisation safeguards.
The breach occurred in October 2024, when a customer who had self-excluded from Keno Vic’s products six months earlier successfully created a second online account using different personal details.
Although the account failed Keno Vic’s automatic identity verification process and was placed into a restricted play period, the customer was still able to deposit funds and gamble before manual verification was completed.
The duplicate account was only detected after the customer contacted Keno Vic to verify their identity and claim winnings, at which point staff identified the person as already being self-excluded.
VGCCC chief executive Suzy Neilan said self-exclusion only works if gambling operators have robust systems capable of enforcing it.
“Self-exclusion is a powerful and practical step for people to manage their gambling,” Neilan said.
“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.”
Neilan said the regulator acknowledged the customer had attempted to circumvent Keno Vic’s verification processes, but stressed the responsibility ultimately rested with the operator.
“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,” she said.
According to the VGCCC’s published reasons for decision, Keno Vic breached two mandatory technical standards by allowing a self-excluded person to create an account and by permitting the same individual to hold two player accounts simultaneously.
The Commission said those requirements are fundamental to protecting vulnerable gamblers and maintaining the integrity of Victoria’s regulated online gambling system.
Keno Vic admitted the customer had been able to gamble despite being self-excluded but argued the incident was an isolated case rather than evidence of systemic failings. The company said the customer deliberately used different personal details to bypass existing controls.
After detecting the breach, Keno Vic closed both accounts, refunded the customer’s gambling losses, paid compensation and introduced additional identity verification and duplicate account detection measures.
The operator argued a formal caution would have been a more appropriate regulatory outcome, citing its prompt response, cooperation throughout the investigation and clean compliance history.
However, the VGCCC concluded a financial penalty was warranted, finding the seriousness of allowing a self-excluded customer to gamble outweighed the mitigating factors.
While acknowledging Keno Vic’s cooperation and remediation efforts, the regulator said the $75,000 fine reflected both the objective seriousness of the breaches and its commitment to proportionate, risk-based enforcement aimed at deterring similar failures across the gambling industry.
Keno is readily available in pubs and clubs across Victoria, with it a very popular draw-based game in Australia.
