Resolve complaints from your patrons

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