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Management Of Payout Refusals

Oct 27, 2015

In the vast majority of cases, when players believe there has been a malfunction of an Electronic Gaming Machine (EGM) it is due to a misunderstanding of the game rules and can be explained to the patron by gaming staff when replaying the game in question and referring to the rules.

If venue staff believe there has been a genuine EGM malfunction or if the player is not satisfied after gaming staff have replayed the game and explained the rule, it may become necessary for the venue to use the OLGR “Form 30 Payout Refusal Report”.

It is difficult to cover all enquiries that players may make about EGMs however following the process below should lead to a successful resolution.

1. The player must cease playing the EGM immediately to preserve the game history stored in the machine. EGMs usually store the 10 previous games in history, if the player does not cease playing when they think there has been an issue, it will mean that the game result in question is potentially overwritten and thus cannot be investigated fully.

2. The machine must remain out of service until the dispute is resolved. This could be a matter of minutes or in some situations the EGM may need to remain disabled for a longer period if (for example) OLGR require the processor to be removed for investigation.

3. If the dispute is regarding pay lines, credits played and/or won, the gaming staff should replay the game in question and check the pay table and pay lines. If necessary, the issue should be escalated to a duty manager or a staff member who is able to confidently read the pay table, pay lines and rules.

4. If following this it is found that the issue is due to a misunderstanding of the pay lines or game rules by the player, this needs to be explained to the player so that the player is satisfied. If this occurs then the issue has been resolved without a Form 30 having to be completed.

5. If the player is not satisfied with the explanation from venue staff, if the staff are not sure if there is an issue, or if staff believe there definitely is an issue; Odyssey Support must be contacted and a Form 30 Payout refusal report will need to be completed on site and submitted to Odyssey along with photographs or other relevant infomation.

6. It may be necessary for venue staff to take some photographs of the game history and send them to Odyssey Support to assist with the investigation. While the investigation is ongoing, Odyssey will ensure the EGM is disabled via the monitoring system and may also request venue staff power it off until further advice from Odyssey.

7. If a Form 30 Payout refusal report is being completed by venue staff, Odyssey will usually also dispatch a technician to attend and check the EGM functionality. In the instance that a technician finds that an EGM has had a genuine malfunction, they will contact the Odyssey Compliance department who will contact OLGR Technical Services.

8. On all occasions when the amount being refused is $500.00 or more, the EGM must remain disabled until it has also been reviewed by the Odyssey Compliance department who will advise OLGR (this notification is a regulatory requirement; OLGR have set the $500.00 threshold).
Management of Payout Refusals

9. If there is a genuine malfunction, the processor board may be removed and sent to OLGR for further investigation (under instruction of OLGR Technical Services).

10. It’s very rare to see genuine EGM malfunctions, normally it is a misunderstanding of game rules. Irrespective of the situation, it is a requirement of the Gaming Machine Act, that once a Form 30 is completed and submitted, Odyssey will investigate the payout refusal and reach a decision. This decision will be provided in writing to both the player and the venue manager.

If at any point venue staff are unsure, they can contact the Odyssey Support team after ensuring the EGM has ceased to be played.

The link to the location of the Form 30 online is here.