The Star Entertainment Group is under fresh pressure after internal sources described the company’s handling of responsible gambling as “appalling”, citing deep staff cuts and mounting compliance backlogs.
A joint investigation by The Sydney Morning Herald and The Australian Financial Review revealed serious concerns about whether the casino operator can still properly identify and protect customers at risk of gambling harm.
Compliance Teams Slashed as Workloads Climb
Internal records show The Star’s group compliance team was reduced from 17 employees to just four. The group risk team dropped from five staff to two, while the internal investigations unit was also heavily cut.
These reductions have sparked worries that remaining staff may struggle to spot and support people showing clear signs of problem gambling.
Documents obtained by the investigation warned that the staffing shortages could stop The Star from meeting its legal and regulatory duties. They also exposed large backlogs in financial crime work, including more than 1,400 delayed enhanced customer due-diligence checks.
The claims are especially damaging given The Star’s earlier history of allowing vulnerable and self-excluded players to keep gambling on its floors.
Responsible gambling controls and player protection measures are important considerations across both land-based and online casinos. Australians comparing real money casinos should also consider an operator’s responsible gambling tools, account controls and approach to player safety.
Regulatory Scrutiny Shows No Sign of Easing
Bally’s Corporation and the Mathieson family took control of The Star in 2025 after injecting AU$300 million in rescue funding. The new owners have publicly committed to major improvements, yet the company remains under close regulatory watch.
In June the NSW Independent Casino Commission hit The Star Sydney with AU$10 million in fines for past compliance failures. The operator was also ordered to set aside another AU$5 million to upgrade its financial crime detection technology.
The Star Sydney’s casino licence is still suspended, with an independent manager continuing to oversee gaming operations.
The latest disclosures are likely to make it harder for the company to convince regulators that its remediation program is delivering real, lasting change — and to eventually regain full control of its casinos.
Pokie Inc will continue monitoring The Star’s compliance performance and any further action taken by Australian regulators.
