- Published:
- Friday 14 April 2023 at 1:14 pm
We have updated procedures to help you and your staff deal with complaints from your patrons about gaming machines.
Dispute Resolution Procedures
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Since late 2021, we’ve received and investigated many complaints from patrons disputing:
- gaming machine play
- jackpots
- free game feature wins
- minimum return to player (RTP).
You and your staff can resolve complaints about gaming machine play or a suspected malfunction of a gaming machine, if you follow our updated procedures. As a gaming venue operator, you have an obligation under the Gambling Regulation Act 2003 to resolve patron disputes in certain circumstances.
We only investigate complaints when a patron has already tried to resolve their dispute with you.
You can read more about patron disputes in the Venue Manual
If you have any questions please email contact@vgccc.vic.gov.au
Updated