When a ticket is printed from an EGM it is given a PENDING status. This ticket will remain as PENDING until it is REDEEMED, either via reinsertion into an EGM, payment via CRT or via Cashier. Patrons have 365 days to claim any PENDING ticket payments.
If a ticket remains in PENDING status upon its first anniversary the MAX system will automatically move the ticket to an UNCLAIMED status. As per regulatory requirements, venues are to remit all unclaimed monies to the OLGR – this is to be done prior to the 10th of the new month.
The following is the MAX recommended procedure.
From the MAX Website the UNCLAIMED TICKETS report is to be generated by selecting ‘last month’ in the report wizard. Run the report and print two (2) copies. Find the last page of the report for the total amount to be paid to OLGR. New - Select ‘last month’ when running the report and it will automatically select ALL Tickets that were Unclaimed in this period.
Complete the formal letter for remittance (see link below).
- The letter, one full copy of the report and a cheque to the value of the remittance is to be sent to the OLGR before the 10th of the new month.
The copy of the report is to be stored at venue – along with any unclaimed tickets that have been collected and held by the venue. In line with normal regulatory paperwork this information is to be kept for 5 years.
WHAT TO DO WHEN A PATRON PRESENTS A TICKET
WITH AN UNCLAIMED STATUS
1. Customer's claim must be made to OLGR from the Venue, on claimants behalf.
Email OLGR Finance Department with details requesting payment/redemption of Tito Ticket.
Email Address: email@example.com (no original to be posted, just photocopy/scan ticket and attach copy to the email).
2. Venue must provide the Unclaimed Ticket Report that was sent to OLGR with the Ticket record highlighted.
Once Step One & Two have been completed, Venue can either pay the customer and be reimbursed from OLGR or provide Customer Contact Details to OLGR for a cheque to be sent to customer directly.
Venues should keep copies of ALL records, customer details and/or any other information pertaining to the claim.