The Star Casino in the centre of Sydney, a popular gaming hub, found itself in the embroiled in an unexpected controversy. A software glitch in the casino’s “ticket in, cash out” (TICO) machines led to the establishment inadvertently giving away more than $2 million in cash over a span of 13 days in July last year.

The glitch was introduced through a software update to the TICO machines. When players inserted more than one ticket into a machine, it returned one of the tickets along with the total cash, and then allowed that ticket to be cashed out repeatedly. This error went unnoticed by the casino operators for six weeks, during which time 43 people exploited the glitch to withdraw free money.

Among the beneficiaries was Thanh Lan Le, a recovering gambling addict. She relapsed after watching a friend repeatedly cash out using the glitch. Over the next 10 days, she withdrew $57,265. By the time she left the casino, all but $5,000 of the money was gambled away.

The casino’s response to the glitch was swift and severe. It reported the 43 “lucky” cash recipients to the police, who arrested Le and an unspecified number of others on charges of fraud, participating in a criminal group, and knowingly dealing with the proceeds of a crime. Le pleaded guilty to a single charge of dishonestly obtaining property by deception and offered to repay the money.

Ethical and technology challenges

The Star Casino’s manager, Nicholas Weeks, blamed “a very significant failure across a large number of people and teams” for the casino’s inability to detect the glitch sooner. This incident has led to a second NSW Independent Casino Commission inquiry into operator Star Entertainment, which had previously been found unsuitable to hold a Sydney casino license in 2022 due to allegations of money laundering, criminal infiltration, and fraud.

The latest inquiry also heard from former Star CFO Christina Katsibouba, who testified that the casino’s head of investor relations, Giovanni Rizzo, asked her to manipulate the financial records to hide the loss when the company presented its half-year earnings report in February. Katsibouba refused to comply.

This incident has highlighted the potential pitfalls of technology in the gaming industry, and the importance of robust risk management frameworks and balances to prevent such errors from occurring. It also raises questions about the ethical responsibilities of casinos in dealing with such situations, and the impact on individuals who unwittingly find themselves on the wrong side of the law.

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