Gaming machine payouts: return-to-player
This refers to Key event 17
Any gaming system fault which has resulted in under or overpayments to a player.
If the label on the machine is in a position where it may be possible to be removed or covered up make sure you regularly check the required information is still displayed correctly and clearly for the benefit of players.
Considerations regarding how to remedy a fault
You should not benefit from a fault. You should endeavour to return the money to customers in a timely manner. If the individuals affected cannot be identified, you are encouraged to make efforts to repay the money to the group of consumers most likely to contain those affected. The money should be repaid in a way that would not incentivise additional gambling and is not based on a minimum-spend requirement or threshold.
We expect consumers to be informed of steps taken and the reason for this only after all the money has been returned, and not during this period. This will avoid operators being able to benefit through promotion or advertising, which is unacceptable.
If you cannot return the money to consumers in line with these aims, you should divest yourselves of the profits and this should be paid to a responsible gambling charity.
Last updated: 5 May 2021
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