The Star to review how it treats VIPs to ensure enhanced due diligence doesn’t go too far
Star Entertainment chairman Soo Kim said the operator is reviewing how it treats VIP customers to balance enhanced due diligence with customer service, as the group reported first-quarter EBITDA of $12m and revenue growth at its Sydney and Gold Coast properties.
Star Entertainment chairman Soo Kim told the company’s annual general meeting that he was horrified and mystified by how the casino group had treated VIP customers. He said the company is seeking a better balance between regulatory scrutiny and customer service, noting that most customers are not engaged in unwanted behavior.
The group reported first-quarter EBITDA of $12m, up $25m, while combined revenue at The Star Sydney and The Star Gold Coast rose 9% from the fourth quarter of 2026. Sydney revenue increased 1% year on year and 8% from the prior quarter, while Gold Coast revenue and EBITDA rose substantially year on year on stronger electronic gaming machine performance. Operator fee revenue from The Star Brisbane was $4.5m under the amended agreement effective 1 April 2026, compared with $13.8m. Cash stood at about $200m.
Group CEO Bruce Mathieson Jnr. pointed to improved service standards, customer engagement and operating performance, while Kim said both Sydney and Gold Coast properties are now operating cash flow or EBITDA positive.
