Star concedes overzealous compliance is driving VIPs away as new leadership moves to reverse years of mistakes

Troubled Australian casino operator Star Entertainment Group is reviewing its VIP customer processes, including the strict KYC protocols it currently applies, with the company admitting it may have gone too far in its quest to appease the heightened level of regulatory scrutiny it has faced in recent years. Speaking at Star’s Annual General Meeting (AGM) in Sydney on Tuesday, Chairman Soo Kim – who is also chair of US casino firm Bally’s Corp – said he was “mystified” and “horrified” by how the company had been treating its VIPs, particularly given the substantial strides being made by its local rival…