Venue operator obligations

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Your obligations

On this page you will find links to information about your obligations relating to your venue operator's licence (VOL).

As a venue operator, you must conduct gaming in accordance with the Gambling Regulation Act 2003 (the Act), associated regulations and Ministerial directions and any standards and operational requirements imposed by the Victorian Gambling and Casino Control Commission (VGCCC), including our Accounting and Auditing Venue Requirements (AAVR).

If you have a gambling licence, you have certain obligations to abide by.

Links to your obligation information

Training

All employees working in the gaming machine area (GMA) of your venue are required to complete an approved Responsible Service of Gaming (RSG) training course within six months of starting work, followed by a refresher course every three years thereafter.

As a venue operator, it is your responsibility to ensure that your employees have completed RSG training and that a copy of each employee’s RSG certificate is available for inspection by the VGCCC. Failure to provide this information on request may result in us taking disciplinary action against you.

Gaming venue standards and operational requirements

We have set standards and operational requirements in relation to several topics, including security of gaming equipment, managing keys and locks, supervising and operating your gaming venue, and the environment in which you conduct gaming.

Liquor licence

Any venue wishing to operate poker machines (also known as gaming machines) must hold a valid general, on-premises or full club liquor licence.

The obligations that come with holding a liquor licence are taken very seriously by the Victorian Government. It is your responsibility to make sure you are aware of all your obligations. If you do not comply, you may be fined, incur demerit points or have your licence suspended indefinitely. The suspension of your liquor licence will also result in the suspension of your venue operator’s licence.

Venue accounting and auditing standards

The Commission approved Accounting and Auditing Venue Requirements (AAVR) sets out our financial accounting and auditing requirements obligations on venue operators, including how gaming taxes must be remitted to the VGCCC and how prizes must be paid to patrons. As a venue operator, you must:

  • attest to the accuracy of reported gaming data including any required adjustments
  • maintain bank account(s) in accordance with section 3.7.3 of the Gambling Regulation Act 2003 (the Act), to ensure funds are available for the clearance of gaming taxes and for the payment of jackpot prizes won by patrons.

Refer to Accounting and auditing venue requirements for more information.

Monitoring and supervision fees

To operate poker machines, you are required to pay fees to the monitoring licensee and to the VGCCC to recover the costs of monitoring and supervising gaming.

Fees are also charged for applications and a range of other activities relating to our licensing system. On 1 July each year, our fees, and fines associated with non-compliance, are increased automatically by the government.

Owning and operating gaming machines

Venue operators who hold poker machine entitlements are able to acquire poker machines for use in an approved venue, provided they meet certain requirements. These requirements relate to the:

  • acquisition, possession, sale and disposal of gaming equipment in line with the Act and our requirements relating to sale and disposal
  • installation and certification of poker machines and gaming equipment, including providing notice to us of such installations
  • service, repair and maintenance of gaming equipment
  • responsibility for ensuring all poker machines operate as required by legislation
  • production and maintenance of stationery and forms including, but not limited to, required registers and notices, book pay vouchers and gaming equipment logbooks
  • responsibility for obtaining approval for linked jackpot arrangements.

Monitoring of gaming machines

Venue operators must enter into a Venue Monitoring Services Agreement with the monitoring licensee, Intralot Gaming Services Pty Ltd (IGS).

Under this agreement, you must, amongst other things:

  • ensure all operational poker machines and associated gaming system equipment is connected to the IGS central monitoring control system, and
  • report and manage significant events relating to your gaming and monitoring equipment and facilitate the rectification of any issues.

ATMs and EFTPOS

Automatic teller machines (ATMs) are not permitted in gaming venues unless approved by the VGCCC. Cash withdrawals, of up to $200 per transaction, are permitted from a compliant EFTPOS facility where there is a face-to-face interaction with a venue staff member.

For more information, see Access to cash in gaming venues.

Player information materials

You must have the following notices on display:

  • responsible gambling posters, talkers (where applicable) and brochures in accordance with the legislated requirements
  • a ‘responsible gambling sign’, in an approved format, outside each entrance to the GMA and clearly visible to patrons.

For more information, see the Player information posters and Player information standards section on the Signage page.

You can contact us if you need additional stock of the player information materials. We'll post them to you within 14 days.

Gaming venue signage

Only specific external and internal signs relating to the availability of poker machines are permitted to be displayed in your venue.

For more information, see the Permitted signs section on the Signage page.

Resolving patron disputes

You must seek to resolve patron disputes in accordance with our approved processes and procedures.

These include:

  • identification of the issue
  • communicating with the patron
  • arranging for any technical investigations
  • arranging any appropriate reports from IGS
  • reporting as required to us, and
  • capturing CCTV footage (if required) and maintaining relevant documentation.

For more information, see the Patron disputes section on the Patrons page.

Code of Conduct

Under the Act, it is a condition of your venue operator's licence to have a Responsible Gambling Code of Conduct (Code) at your approved venues.

Your Code must detail how you will foster responsible gambling at your venue and must comply with the Ministerial Direction - Responsible Gambling Codes for Venue Operators 21 February 2020.

For more information, see Code of conduct and standards.

Self-exclusion program

Under the Act, it is a condition of your venue operator's licence to conduct a Self-Exclusion Program (SEP) at your approved venues.

Your SEP must detail how a person may voluntarily exclude themselves from your gaming venue and must comply with the Ministerial Direction.

For more information, see Self-exclusion program.

Compliance

Our Inspectors ensure that venue operators meet their obligations under the Act, including any conditions specific to a licence or poker machine entitlement.

Depending on the severity of the breach, the risk of harm to the community, and your compliance history, we may choose to take an educative approach to compliance issues we identify.

For more serious issues of non-compliance, we can issue you a written warning or infringement notice (fine), undertake disciplinary action or prosecute you in a court of law.

Supervision fees

Gaming venue operators have to pay a fee to help cover the costs of overseeing the Victorian gaming industry.

The VGCCC collects this fee and gives the money to the Department of Treasury and Finance.

Security and cash storage

Ensure your venue meets security standards with proper protection for premises, equipment, staff, patrons, and cash. Learn about secure cash storage, gaming float management, and compliance with safety regulations to prevent theft and fraud.

Signage

Ensure compliance with gambling signage regulations at your venue by displaying the required external and internal signs. These include directional signs, responsible gambling notices, venue licenses, and underage patron warnings. Follow specific criteria for size, text, and placement, and ensure that any new signage meets local council approval. For more information, refer to the Gambling Regulations 2015 and updated standards for player information materials.

Poker machines

A gaming machine, whether mechanical or electronic, is designed for games of chance or mixed chance and skill, where winnings are payable. Gaming and monitoring are lawful when conducted in approved venues or casinos per the Gambling Regulation Act 2003.

Responsible Service of Gambling and Responsible Gambling Code of Conduct

Learn about the key responsibilities for gaming venues in Victoria, including responsible service of gaming, self-exclusion programs, staff training, and compliance with gambling regulations.

Accounting and auditing venue requirements

Ensure you understand these mandatory requirements determined by the Victorian Gambling and Casino Control Commission.

Trading hours

Trading restrictions may apply on public holidays such as Good Friday, Christmas Day, and Anzac Day, which could affect your ability to offer gaming. Additionally, two-up games, a coin-tossing betting game, can only be conducted on Anzac Day or during commemorative events leading up to it. These games are limited to RSL clubs, sub-branches, and venues used by the RSL, with RSL Victoria managing the applications for hosting them. Ensure compliance with these regulations to avoid penalties.

Self-exclusion program

A Self-Exclusion Program is required under the Gambling Regulation Act 2003 to prevent self-excluded individuals from entering gaming areas. Venue operators must follow specific procedures for detecting and managing self-excluded persons. You may conduct your own program or use providers like AHA or Clubs Victoria. Ensure compliance by submitting your program to the VGCCC.

Legislative and regulatory requirements

The Gambling Regulation Act 2003 aims to promote responsible gambling, minimise harm, and ensure gaming is honest and free from criminal influence. It supports tourism, employment, and economic development while protecting minors and the community. The Act is complemented by various regulations and guidelines that govern the gaming industry, with penalties for non-compliance. Key regulations include those on gaming machine requirements, venue operations, and community gaming practices. For detailed guidelines, refer to the specific directions and rules for venue operators and associates.

Responsible Gambling Codes of Conduct and standards

Learn about the Responsible Gambling Code of Conduct requirements for gambling industry licence holders, including venue operators, casinos, and public lottery licensees. Find resources on compliance, self-exclusion programs, and relevant ministerial directions.

Gaming venue service providers

As a venue operator, ensure compliance when hiring third-party service providers. Learn about the services you can engage, the restrictions on provider roles, and...

Enforcement processes

Explore the approved directions and guidelines for commercial licensees, equipment manufacturers, and venue operators in the gambling industry.

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