8.5 Gaming Equipment Event - Non-Payment to Customer
A venue operator, or holder of a GIE licence, must refuse to pay or to allow payment to be made to a person in respect of a bet made or gaming machine credits accumulated on a gaming machine if the operator or employee reasonably suspects that the gaming machine or any related gaming equipment failed to function in the manner in which it was designed and programmed to function.
The holder of a GIE's licence who refuses to pay or to allow payment to be made to a person in the circumstances referred to above, must inform the venue operator as soon as practicable after the refusal.
In the event of a dispute over a refusal to pay in the circumstances referred to above, the entitlement holder must resolve the dispute in accordance with procedures approved by the VCGLR.
Industry participants can access further information via the following link Dispute Resolution Procedures (PDF: 83KB).
If a patron dispute arises from a gaming machine not functioning in the manner in which it was designed and programmed to function refer to Chapter 5.4 - Patron Disputes.
Refer to Section 3.5.20 of the Gambling Regulation Act 2003.