Every year, hundreds of players submit complaints about their gaming experience at Crown Melbourne. However, a recent report has found that many complaints are not dealt with by the Victorian Commission for Gambling and Liquor Regulation (VCGLR); instead, they are solved in-house.
The Herald Sun recently took a look at the dossier of complaints that players at Crown Melbourne had made to the Victorian Commission for Gambling and Liquor Regulation. Since 2010, 67 players issued complaints to the regulator but only two cases were settled in favour of the player. Some of the complaints include minor issues, such as software malfunctions, small print on gaming machines and dealer mistakes.
Other issues are more serious, as players have reported that other patrons have stolen their winnings and that crucial cards are exposed while playing table games. Crown Melbourne managers also deal with complaints in-house. Each year, over 780 complaints are made and casino managers or floor staff members rectify the issues. The VCGLR does not weigh in on complaints that are made directly to the casino.
The regulator only collects details when the player approaches the VCGLR. This could present a problem, as common complaints could be slipping through the cracks. If the VCGLR were to collect information on these issues, it would be able to identify issues that commonly plague players and ensure that the casino takes steps to resolve them in the long-term.
For example, one player filed a complaint that he had been permitted to gamble at the casino despite signing up to the self-exclusion program. He was only identified and ejected when he won a jackpot. This is an issue that was recorded by the VCGLR rarely, but it is a well-known fact that this commonly happens at casinos across the country.
It may be time for the VCGLR to take a more active role in dealing with casino patron complaints. Taking initiative in the matter will certainly help to protect players.
About the Author
