Games and Machines - Malfunctions and Disputes

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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 reviewed.

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.

Further Problems

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.