Games and Machines - Malfunctions and Disputes
Email us with your questions
Being complex electromechanical devices, gaming machines
can occasionally malfunction. Machines are designed to
be robust, secure and reliable however sometimes things
go wrong. Fortunately, information from the machine,
monitoring system and a venues records is almost always
able to confirm the correct amount on the machine’s
credit meter immediately before the malfunction.
What should I do if the machine I am playing malfunctions?
Firstly, stop playing the machine immediately. Don’t press any buttons,
don’t try to collect or insert more coins. Next,
call an approved gaming machine manager or employee and
tell them the machine has malfunctioned.
From there, gaming staff should be able to work out how
many credits were on the Credit Meter before the
malfunction that is, how much you are owed. If you
don't agree with the gaming staff's
calculation, ask them to explain how they reached
that amount. You can also ask to view the Last Game Replay
function of the machine.
If the licensee refuses to pay what you believe to be your winnings and you are still not satisfied with the licensee’s
decision, you have the right to ask the Commissioner to
review the decision. In this case, the licensee or gaming
machine manager is obliged to take your name and address
and inform you of your right to have the decision
What should the venue's staff do?
In most cases, gaming staff will record as much detail as
possible before making a decision. This may include
reading the machines electronic and mechanical meters,
replaying the last games, weighing or counting the money
in the hopper or even contacting the monitoring system
operator (the IGC).
Based on all the available information, the gaming
machine manager should be able to determine how much you
are owed. In rare cases, this may not be possible
straight away and a you may have to leave your details and
allow the gaming machine manager to investigate further.
In extreme cases, the gaming machine manager will ask his
service agent and/or an inspector from the Office of the
Liquor and Gambling Commissioner for assistance.
The machine must be disabled by the IGC to prevent any
important information being lost.
If you are not satisfied that a malfunction has been
properly resolved or that a machine is operating
correctly, contact the
Gaming Administration section of this office.