Poker machine operations and compliance
Victorian venue operators need to make sure their poker machines (also known as electronic gaming machines or EGMs):
- are approved for operation
- operate within the rules; and
- provide certain information.
This is outlined in the laws and standards determined by the Minister for Casino, Gaming and Liquor Regulation and the Victorian Gambling and Casino Control Commission (VGCCC).
For more information, refer to the current Australian/New Zealand Gaming Machine National Standard and the Victorian Appendix to the Australian/New Zealand Gaming Machine National Standard.
Venue Monitoring Services Agreement
As part of the arrangements for the regulation of Victoria’s gambling industry, Intralot Gaming Services Pty Ltd (IGS) has been appointed as the single, independent monitoring licensee to provide an electronic monitoring system to which all poker machines in Victoria (outside Crown Casino) must be connected. Under the Entitlement Related Agreements for Venues (ERAV) between venue operators and the State, all venue operators who wish to conduct gaming in Victoria (outside Crown Casino) must enter into a Venue Monitoring Services Agreement (VMSA) with IGS in order for gaming to be permitted in gaming venues.
Giving access to monitoring data
Whenever you allow someone access to your monitoring data, you will need to keep a record of it.
The VMSA addresses a range of issues including:
- fees payable for various monitoring services
- venue operators’ obligations in relation to monitoring
- liability of the State and the VGCCC with respect to monitoring services
- liability of the venue operator to IGS with respect to the provision of monitoring services
- notification for the connection of gaming machines
- access by IGS to gaming equipment and venues (including facilitating IGS access to the venue to install the necessary monitoring equipment)
- linked jackpot arrangements
- data use and ownership of data
- the requirement to enter into a Jackpot Financial Administration Services Agreement and Trust Deed with IGS if the venue operator wishes to conduct a VGCCC approved Multi-Venue Linked Jackpot Arrangement(s)
- liability of IGS to a venue operator for a failure to provide the monitoring services as capped and determined in accordance with the terms of Schedule 6 of the Monitoring Licence Related Agreement (the Agreement)
- amendments and variations to the VMSA.
The VMSA lists some technical requirements for you, the venue operator, to comply with relating to the connection of gaming machines to the monitoring system and the environment for monitoring and gaming equipment.
Key components such as the fees and liability are governed by the Gambling Regulation Act 2003 (the Act), the Agreement. For instance, fees can only be adjusted under the provisions of the Monitoring Licence and the Agreement.
Compensation for failure event
If a gaming machine's connectivity, doesn't work properly, the venue operator can apply for compensation from the monitoring licensee.
To work out how much compensation should be paid, the venue operator needs a verification certificate from the VGCCC. This certificate confirms the time length of the issue.
To apply, complete the application for a verification certificate. For a copy of this form, please email [email protected].
About the verification certificate
The VGCCC does not decide how much money should be paid, and we can't force the monitoring licensee to pay it. If the venue operator has a problem with the damages claim, we recommend seeking independent legal advice.
Pre-commitment rules
A poker machine must be connected to the YourPlay(opens in a new window) pre-commitment system at all times while available for game play.
A venue operator must not allow gaming on a poker machine that is capable of applying:
- a time limit set under a system other than a pre-commitment system
- a net loss limit set under a system other than a pre-commitment system.
YourPlay(opens in a new window) is the state-wide pre-commitment system for use in Victorian gaming venues.
For more information, please view:
- section 3.8A.13 of the Act, or
- the YourPlay website.
Banknote acceptor limits for poker machines
Poker machine software must incorporate a facility which will automatically disable the banknote acceptor once the credit balance of the poker machine, or account, if appropriate, will exceed $1,000 dollars. The limit can be verified by accessing the audit screen of the machine.
See Table 11.2 of the Australian/New Zealand Gaming Machine National Standard.
A venue operator must not allow a poker machine to be played if it does not function in the manner in which it was designed and programmed to function, and this includes any poker machine that allows further banknotes to be accepted after the credit meter has reached the legislated limit.
See section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Banknote restrictions and autoplay
A venue operator must not allow a poker machine to be played:
- if it accepts banknotes greater than $50
- unless each spin starts with a distinct and separate activation by the player (e.g. pushing a play button, touching the screen).
For more information, view section 3.5.29 of the Act.
A venue operator must not allow a poker machine to be played if it doesn't function the way it's designed to. This includes accepting $100 notes or allowing “auto-play”.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Bet limits for poker machines
A poker machine must have a maximum bet limit of $5 as outlined in the:
- Australian/New Zealand Gaming Machine National Standard
- Ministerial Direction No. S123(opens in a new window).
A venue operator must not allow a poker machine to be played if it doesn't function in the way it was designed to. This includes a poker machine that accepts bets larger than $5.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Clocks on poker machines
The time of day must:
- be displayed on each poker machine
- be easily seen by a person using a poker machine
- be accurate to within 5 minutes
- show whether the time is before or after noon
- continue to show while the machine is operating, and
- not block any important information on the poker machine.
*Note: For poker machines without a built-in clock, there must be a clock attached on the outside. (In line with regulation 19 from the Gambling Regulations 2015).
A venue operator must not allow a poker machine to be played if it does not function as it was designed to. This includes a poker machine not displaying the time as required.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Electronic player information display (PID)
Each poker machine in Victoria must produce, and display:
- electronic game information,
- electronic player information.
The definition of 'electronic game information' can be found on page 3 of the Gambling Regulations 2015(opens in a new window).
A venue operator must not allow a poker machine to be played if it does not function in the way it was designed to. This includes a poker machine which has not provided player information.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Gaming equipment logbook
Every time access is granted to a locked poker equipment (logic) area, a record must be made in the logbook.
There must be a logbook within each poker machine installed in a poker machine area and it must detail, at a minimum:
- the reason for access
- the name and licence number of the person accessing
- the work done in the area.
Use the VGCCC logbook for gaming equipment as a template, or create your own. The template indicates the minimum details required:
Gaming tokens in venues
A venue operator must use only gaming tokens in conducting gaming in the approved venue. Gaming tokens in Victoria means:
- Australian currency
- Ticket-In-Ticket-Out (TITO) tickets, and
- Card Based Cashless (CBC) wallets.
A venue operator must cause all transactions in respect of the sale or redemption of gaming tokens, in the approved venue, to be carried out in a manner that ensures the integrity of the transactions.
For more information, view section 3.5.19 of the Act.
In regards to:
- Ticket-In-Ticket-Out (TITO) tickets, and
- Card Based Cashless (CBC) wallets,
a venue operator must follow regulations 42A and 42B in the Gambling Regulations 2015.
Jackpot information
A venue operator must apply to us for approval before they can install and operate any linked jackpot arrangement (LJA) in their venue.
Applications to operate LJA's are made via our Online Gambling Service Portal(opens in a new window).
Jackpot information, whether it be an LJA or a stand-alone jackpot machine, must be provided via the "Information" button on all poker machines.
For more information, view regulation 20 of the Gambling Regulations 2015.
A venue operator must not allow a poker machine to be played if it does not function in the manner in which it was designed and programmed to function, and this includes a poker machine that incorrectly displays that it is or isn’t part of a linked jackpot arrangement or does not provide the relevant player information about the jackpot.
If a poker machine stops being part of a linked jackpot arrangement, but can still be played, it must have a sign on it warning players that the poker machine is, for the time being, not contributing to the linked jackpot arrangement.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Power supply for gaming
Checking for maintenance and safety is vital and we consider having an easily inspected power supply important. The following should always apply:
- gaming equipment must be linked to its own distribution board
- a circuit diagram must be displayed in the distribution board
- no more than 10 poker machines should be connected to a single circuit breaker.
Rejecting invalid banknotes
Poker machines approved for use in Victoria must disable the banknote acceptor after a maximum of 10 attempts with an invalid banknote. The screen must show the message: 'Excessive banknote rejects'.
A venue operator must not allow a poker machine to be played if it doesn't function in the way it was designed to. This includes poker machines that don't comply with the requirements.
For more information, view:
- section 6.75, table 1 of the Australian/New Zealand Gaming Machine National Standard
- section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Spin rates for games
A venue operator must not allow a game to be played on a poker machine if the spin rate is less than 2.14 seconds.
For more information, view section 3.5.30 of the Act.
A venue operator must not allow a poker machine to be played if it doesn't function in the way it was designed to. This includes the game's spin rate being less than 2.14 seconds.
For more information, view section 3.5.21 of the Act.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Events, faults and malfunctions
The information contained in this section provide guidelines for:
- venue operators
- entitlement holders, and
- gaming industry employees.
They relate to action that must be taken in the case of events, faults and malfunctions occurring on gaming equipment, or within the gaming machine area (GMA), also known as a poker machine area.
Defective poker machines
Venue operators must not allow an installed poker machine to be played (other than for technician testing), if:
- it does not function in the way it was designed to
- any related gaming equipment (e.g. the SMIB) does not function in the way it was designed to.
For more information, view section 3.5.21 of the Act.
If a patron dispute happens because a machine isn't functioning in the way it was designed to, refer to dispute resolution procedures:
Electrical failure for poker machines
In case of electrical failure at the venue that has caused the poker machines to be shut down for any period, the following recommendations are provided to assist venue operators:
- Inform the monitoring licensee.
- Ask patrons to stay at machines to investigate (if possible).
- If necessary, evacuate the GMA.
- Assure patrons their accumulated credits are secure.
- Contact the venue’s electricity supplier.
- If the failure is localised to within the GMA, contact the venue's electrical contractor.
- Explain the situation to patrons if outage is lengthy.
- Record all patron details if they have outstanding credits.
- When power has been restored isolate the poker machines that patrons were on when the power failure occurred.
- Confirm patrons' credits through the game play history and:
- make note of any differences between game play history and the patron's estimate (investigate if necessary)
- record details of the last game from game play history, in case of patron dispute
- confirm credits won from games played at the time of power failure have been added by the poker machine to the credit meter.
- Collect credits from poker machine using the appropriate method, either:
- hopper pay
- printed cash ticket, or
- book pay voucher.
- Contact affected patron/s to inform that power has been restored and advise that and outstanding credits can be collected from the cashier station with valid ID.
- Ensure credits are collected from affected poker machines before resuming gaming.
- Follow the dispute resolution procedures if any customer disputes arise:
These steps address the impact of an electrical failure on poker machines. They ensure:
- patron safety
- clear communication
- fair solutions for any issues.
Floods or fires in the gaming machine area
In case of a flood or fire causing the GMA or poker machines to shut down, when safe take the following steps:
- Inform the monitoring licensee.
- If the GMA is operating at time of disruption, follow the guidelines above in 'electrical failure'.
- Secure the GMA, poker machines, and equipment.
- When ready to resume, the venue operator might need to re-certify the poker machines.
- If re-certification is necessary, check the acquisition, installation, storage, sale and disposal of gaming machines page(opens in a new window). It contains the following procedures:
- installation of poker machines in a GMA
- Notice to the Commission of poker machine installation
- certificates of installation
- poker machines in a GMA must be connected to an approved electronic monitoring system
- hardware and software changes to the GMA layout.
The VGCCC recognises that individuals and communities can be particularly vulnerable following a flood or bushfire. Venues should be aware of these vulnerabilities following significant weather events.
Refusal to pay EGM winnings'
A venue operator, or holder of a Gaming Industry Employee (GIE) licence must refuse payment to a person regarding:
- a bet made on a poker machine, or
- gaming machine credits accumulated on a poker machine,
if the operator or employee reasonably suspects that the poker machine or any related gaming equipment failed to function in the manner in which it was designed and programmed to function.
If a dispute arises from a refusal to pay, the entitlement holder must resolve it with steps approved by us. This makes sure it is a fair process.
For more information, or if a patron dispute arises, view our dispute resolution procedures. For a copy of this document, please email [email protected].
For more information, view section 3.5.20 of the Act.
Gaming machine events and malfunctions
When an event happens that causes a poker machine(s) not to function, the venue operator must check to ensure:
- there's a clearly displayed message that an event has occurred
- all player inputs are disabled except for:
- a Service Button, and
- (optionally) any inputs for Audit Mode, this includes disabling coin and banknote input.
- a detectable alarm is sounded for at least 1.5 seconds
- any game play is saved in its current condition
- game play reels must stop spinning immediately
- if the poker machine was in hopper payout, the hopper is turned off and the brake applied (if applicable)
- a record is kept to detail everything.
If a patron dispute occurs from a poker machine not functioning in the way it was designed to, view the dispute resolution procedures. For a copy of this document, please email [email protected].
For information on events that cause poker machines to stop functioning, view the Australian/New Zealand Gaming Machine National Standard.
To report an issue, visit the Online Gambling Service Portal(opens in a new window).
Substantial wins over $10,000
A win larger than $10,000 must cause the poker machine to enter lock-up mode. The poker machine can only be re-activated after a software verification check is done by the central monitoring and control system.
A substantial win is: the winning of a prize greater than or equal to $10,000.
The prize amount is defined as: the grand total of all winnings for all game elements, including jackpot prize wins.
This means that multiple game elements such as:
- free game sequences
- bonus sequences
- gamble or other such features,
need their total winnings added. Total winnings must be added whether a partial transfer to the credit meter has happened or not.
When game play is finished, if that sum of winnings is greater than or equal to $10,000 the play is considered a substantial win.
*Note: In a de-activated state the poker machine must not continue game play, or pay the credit balance to the player via:
- collect
- cancel credit
- ticket print or other means,
until a gaming attendant has cleared the win at the machine.
Following the substantial win, the gaming machine must only be re-activated after audit procedures are done, including:
- an electronic gaming machine signature check (verified by Intralot Gaming Services' (IGS) iGEM system)
- the substantial win has been cleared via the audit menu.
Venue operators can use our large win payouts register template or create their own with the same details. Identification protocols must be met to ensure compliance on all large win payouts. The template indicates the minimum details required:
For more information, visit the Online Gambling Service Portal(opens in a new window).
For more information, view:
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