A recent OLGR audit of MAX’s Payment Refusal Report process has identified that the majority of Payout Refusal Report forms we receive from venues are filled out incorrectly, in some cases there is vital information missing - for example the EGM Serial Number.
If the detail on the payout refusal form is unclear, the analysis of the review request may be carried out on incorrect or incomplete data which could lead to an incorrect decision being made. In some cases, missing information can significantly delay the end decision.
Particularly attention needs to be drawn to the Reason for Refusal; this section needs to include as much detail as possible obtained from the Gaming Attendant involved.
A written statement from the Player should also be included.
To ensure compliance to the Gaming Machine Act & Legislation, MAX will cease processing Payment Refusal Reports that do not meet the above requirements.
Any incomplete forms will be returned to the venue for correction before being processed.
A copy of the latest OLGR approved Payment Refusal Report has been attached along with a recommended template for a Patron Notice.
Should you have any further queries, please contact either your Account Manager or the MAXhelpdesk on 1800 700 116.