Venue Operating Procedures

Transcription

1 Version: 2.1 Date: 29 May 2008

2 Change History Version Date Description Author February 2008 Document Creation Simon Provost March 2007 Amended NSW Office of Liquor, Gaming and Racing, Signage Display and Jackpot amount confirmation July 2007 Updates to dispute and complaints section May 2008 Include Stand Alone Play and change OLGR to Regulator May 2008 Updated on feedback from the Regulator. Adrian Thomas Adrian Thomas Jason Williams Jason Williams Document Owner This document is controlled by the Chief Executive, Maxgaming. Document Source The source of this document is C:\Documents And Settings\Jason.Williams\Desktop\Venue Operating Procedures Version 2.0.Doc. Copyright. Maxgaming NSW Pty Ltd This document and all its contents are subject to copyright. No part may be reproduced by any process without the written permission of the Chief Executive Officer. Enquiries should be addressed to The Chief Executive Officer, Maxgaming NSW Pty Ltd, PO Box 1528, Strawberry Hills Maxgaming Manual Duplex Numbered V 1.00 t:\jason williams\rules of the game\swlj203 venue operating procedures.doc Page i of iv Maxgaming NSW Pty Ltd ABN

3 Contents 1. Introduction, Scope and Purpose Administration Information Physical Arrangements within a Venue The Site Power Supply Security within the Venue Operating Procedures Jackpot Payments in the Linked Jackpot Game Linked Jackpot Game Disputes Linked Jackpot Game Complaints System Maintenance Reconciliation System Integrity Opening the Door of SAGM Clearing Money from SAGM Equipment Maintenance and Faults Maxgaming Links Equipment SAGM Maintenance Statewide Link Faults Stand Alone Play SAGM Faults Training Billing...10 Version: 2.1 Page ii of iv

4 About This Manual Document Purpose This document describes [Write a description of what the document is meant to achieve. A brief overview of the context may also be appropriate.] Audience This document is intended for [Write a description of who the document was written for, and what assumptions are made about the audience, for example, qualifications, knowledge, experienced, and so on.] References The following documents should be read in conjunction with this document: Author. Document title. Publisher. Date. Location. None. Trademarks All company name, logos and product designs that are trademarks or registered trademarks are the property of their respective owners. Conventions The following conventions are used throughout this document: Convention Italic text Description This style is used to indicate a reference to another document. For example, Refer to the Gaming Operations Manual. Underlined text This style is used to indicate a hyperlink to another section, document or internet page. For example, See Bold text This style is used to emphasise important information. For example, Do not turn off the PC. Version: 2.1 Page iii of iv

5 The following terms may be used throughout this document: Term Press Type Enter Touch Select Click Double click Meaning Press a key or combination of keys at the same time on the keyboard. For example, Press A or Press Ctrl + F. Press one or more keys on the keyboard, one at a time, without pressing the Enter key. For example, Type ABC means press the A key, followed by B and then C. Press one or more keys on the keyboard, followed by the Enter key. For example, the phrase Enter ABC is equivalent to typing ABC, then pressing the Enter key. Using your finger, touch an area of the screen to select it. For example, Touch the Terminal button at the top of the screen to access the Terminal menu. Use your preferred method to select the nominated option. For example, to select the Terminal menu you could use the keyboard (press Alt + T), or the touchscreen (touch the Terminal button on the screen). Using the mouse, move the cursor/pointer to the specified item then press and release the left mouse button to select it. For example, Click OK. Using the mouse, move the cursor/pointer to the specified item then quickly press and release the left mouse button twice. Version: 2.1 Page iv of iv

6 1. Introduction, Scope and Purpose The purpose of this document is to specify the key operations procedures that will apply to Venues participating in the Linked Jackpot. The document covers the: Important aspects of the physical arrangements within the Venue Key operating procedures and maintenance of Maxgaming Links Equipment and Maxgaming billing arrangements and procedures It does not cover: The process for adding new Specially Approved Gaming machines (SAGMs) to the Linked Jackpot System Removing one or more SAGMs at a Venue from the Linked Jackpot System Changing the Base Game or any aspect of the technical configuration of a Base Game Any terms used but not defined in this document have the meaning giving to them in the relevant Rules of the Linked Jackpot Game. 2. Administration Information The prime contact point for all operational aspects of the Linked Jackpot System and Linked Jackpot Games is: Maxgaming Operations Centre: Phone: Fax: (02) Maxgaming Operations Centre is available 24 hours a day, 7 days per week Version: 2.1 Page 1 of 10

7 3. Physical Arrangements within a Venue 3.1 The Site As part of the Venue s decision to join the Linked Jackpot System, representatives of the Venue and Maxgaming will agree on the location and positioning of the Participating SAGM and jackpot meter display. This agreement will be recorded on the Site Survey Form and signed by all parties. No changes should be made to the Site Survey Form or the physical arrangement of the Participating SAGMs unless agreed by Maxgaming in advance in writing. Should the Venue wish to change any of the arrangements, the Maxgaming Account Manager should be contacted. A jackpot meter display is compulsory links equipment and the venue must ensure that: 1. Jackpot meter displays are be visible to players from a normal playing position on each participating gaming machine; 2. Players on non-participating gaming machines are not to be led to believe they are participating in a linked progressive jackpot game; 3. Sufficient signage is displayed for each gaming machine detailing information about all in-venue jackpot and state-wide linked progressive jackpot prizes available to that machine 4. Volume settings on jackpot meter displays are maintained at such levels to ensure that link audio messages are available to each player on a participating gaming machine An LED light (Flasher) is also compulsory links equipment and one Flasher must be installed on each gaming machine participating in a statewide linked jackpot game. 3.2 Power Supply SAGMs have 2 power supplies. The general power supply to the electronic gaming machine and a separate supply to the watchman board this power supply is the main connection to the Operations Centre. To ensure integrity of the Linked Jackpot System, it is essential that the power supply to the watchman board remain on at all times. If for any reason this power supply is interrupted, the Participating SAGM will automatically be disabled. Maxgaming will reconnect the Participating SAGM once power supply is restored. Turning off or on the general power supply does not affect the watchman board or the display above the Participating SAGMs and may be done at any time within the Venue s normal operation. 3.3 Security within the Venue The following elements of the Linked Jackpot System are alarmed and/or sealed: EGM logic cage Version: 2.1 Page 2 of 10

8 SAGM interface card If the seal is broken on any of these items, the Participating SAGM involved, will automatically be disabled from the Operations Centre. Maxgaming will reconnect the Participating SAGM once the break in the seal is investigated and approved. In circumstances where any of these items of the Linked Jackpot Game need to be accessed, the following procedures will apply: SAGM logic cage Technicians that require access to the logic cage on a Participating SAGM will need to contact the Operations Centre prior to opening the logic cage. The following procedure will apply. The technician will: 1. Contact the Operations Centre by phone to advise them of the need to open the logic cage 2. Once the Operations Centre has disabled the SAGM, the Operations Centre will advise that the technician may open the logic cage 3. Record the details of the Participating SAGM, including the old and new seal numbers of the logic cage on the Integrity Check List. If no RAM clear is performed, the RAM Clear section of the Integrity Check List should be marked not required 4. Record the old seal number and the new seal number on the logic cage seal register for the Venue 5. Fax the Integrity Check List to the Operations Centre If the logic cage is opened without the technician present, or without prior notification to the Operations Centre, the Operations Centre will automatically disable the Participating SAGM. RAM Clear If a RAM clear is required, the same procedure applies for opening the logic cage (see above). All details on the Integrity Check List are to be completed. A completed list will need to be faxed back to the Operations Centre and successfully processed before the participating SAGM will be enabled for play. If a RAM clear occurs without the technician present, or without prior notification to the Operations Centre, the participating SAGM will be automatically disabled from the Operations Centre. SAGM Card Seal Technicians requiring access to the card seal on a participating SAGM will need to contact the Operations Centre prior to accessing the card. The Card Seal Change form will need to be completed. The old and new seal number is to be recorded on the logic cage seal register for the Venue. Version: 2.1 Page 3 of 10

9 Linked Jackpot Site Controller Logic Seal Technicians that require access to the Linked Jackpot Site Controller at the Venue will need to contact the Operations Centre prior to opening the Linked Jackpot Site Controller. The Operations Centre staff will guide the technician through the process. The old and new seal number is to be recorded on the seal register for the Venue. If required, venue staff may break the cabinet seal once instructed by the Operations Centre. A service call will then be placed by operations for a technician to come in and reseal the cabinet. An integrity checklist will be required. 4. Operating Procedures 4.1 Jackpot Payments in the Linked Jackpot Game Non CCCE Jackpots (Inter & Intra Venue) The Venue will complete the Statewide Link Prize Payment Form on behalf of the player(s) and fax it to the Operations Centre. If the form is not available at the Venue, the Venue staff should contact the Operations Centre staff who will fax a form to the Venue with detailed notes on the completion of the form. The Operations Centre will have already received an alert of a jackpot win through the Linked Jackpot System. The Operations Centre will complete a validation process. Please note that the details on the form must be completed fully. Incomplete forms will delay the issue of the Jackpot Confirmation Advice, and the payment of the jackpot prize. The Participating SAGM will not be returned to normal game play until the jackpot payment procedure has been completed. If the validation process is successful: The Operations Centre will then send a Jackpot Confirmation Advice authorising payment of the Jackpot to the Player. Maxgaming will initiate a direct debit payment to the Venue s bank account nominated on the Direct Debit request form ( Trust Payment Account ) for the full Jackpot amount within 24 hours on a business day (Monday to Friday) or 72 hours on a non-business day (Saturday, Sunday or Public Holidays) of sending the Jackpot Confirmation Advice. As required under the Linked Gaming System Participating Agreement between the Venue and Maxgaming, the Trust Payment Account must be a special purpose account and the amounts remitted by Maxgaming into that account must be held in that account on trust pending payment to the winner of the Jackpot and not mixed with the Venue s other funds. Non CCCE Statewide Jackpots subject to Maxgaming paying the amount in accordance with paragraph 2, the Venue must, as payment agent for Maxgaming in accordance with clause 10 and Schedule 5 of Linked Gaming System Participating Agreement, pay the Player the amount of the Jackpot from the Trust Payment Account by cheque once the Operations Centre has given the Jackpot Confirmation Advice and cleared funds for the amount of the Jackpot are received into the Trust Payment Account. Version: 2.1 Page 4 of 10

10 This must occur no later than the Business Day after the Venue receives the amount of the Jackpot into the Trust Payment Account or later by arrangement with the Player. Following advice from the Operations Centre, the following steps may key off the jackpot: 1. Open the main door of the SAGM 2. Insert one round key into the keyhole under the monitor near the note acceptor, turn to the 3 o clock position and hold 3. Close the main door completely. 4. Insert a second key into the reset keyhole at the side of the SAGM, proceed to reset as normal and remove the key. 5. Open the main door, turn the first key back to its original position, and remove. 6. Close the main door completely. If the validation process is unsuccessful for any reason, the Operations Centre staff will advise of the action necessary to resolve the matter. CCCE Enabled Jackpots (Intra & Inter Jackpots) Inter venue and intra venue jackpots won by players will be paid by the Venue directly to the credit meter of the winning SAGM. In most cases, there will be no need for staff intervention. However, manual intervention and payment may be required in some circumstances, such as where: The amount to be paid will increase the credit meter to more than the maximum allowed by the SAGM or The CCCE system has failed to transfer the credits. In these circumstances the Venue will be required to: Contact Maxgaming operations and confirm the jackpot amount Fill out a standard club voucher for processing an internal jackpot, noting the level of the jackpot level won, for example mini or minor, where you would normally record Combination Key the jackpot off On the voucher, record the Turnover, Money in and the total amount of the level that failed to transfer via CCCE. To enable Maxgaming to provide reconciliations to the Regulator and to collate information on behalf of the Venue the voucher paid to the player is to be photocopied and faxed to the Operations Centre. All CCCE or manual payments made by the venue on the Inter Venue Jackpot levels, will be reimbursed to the venue on a weekly basis, and accompany the weekly invoice information from Maxgaming. Version: 2.1 Page 5 of 10

11 4.2 Linked Jackpot Game Disputes Should a Player dispute the amount of a Jackpot win in relation to the Linked Jackpot Game the Venue must: Provide the Player with a Jackpot Prize Dispute Form and fax the completed Form to the Operations Centre (Where possible, the venue should execute and preserve the Last Play Recall Feature on initial report of a jackpot prize dispute or complaint, and record the jackpot display information). The Operations Centre will: Fax back an acknowledgement of receipt of the Jackpot Prize Dispute Form and Investigate the claim and advise the Venue and the Player of the dispute outcome Any disputes in relation to the inter-venue jackpots are to be resolved between the Venue and the Player. 4.3 Linked Jackpot Game Complaints If a Player has a complaint on any aspect of the Linked Jackpot Game (other than the amount of a particular jackpot win): The Venue must provide the Player with a Linked Jackpot Complaint Form and fax the completed Form to the Operations Centre. The Operations Centre will fax back an acknowledgement of receipt of the Linked Jackpot Complaint Form. The Operations Centre will investigate the claim and advise the Venue and Player of the dispute outcome. 4.4 System Maintenance Maxgaming operations undertake regular maintenance on the Linked Jackpot System, which requires all participating SAGMs to be disabled daily for a short time in the period between 6am to 9am for Club s and from 6am to 8am on Sundays for Hotels. General maintenance may be required from time to time and all effected users will be contacted by Maxgaming prior to the event. When participating SAGMs are disabled, game play will be frozen until the SAGM is reenabled and the game will then continue from the point at which it was frozen. No action is required by the Venue. The freeze will not affect the payment of any jackpots or prizes. Meter Reads There are no special requirements for regular meter reads for the Linked Jackpot Game. If a Venue is required to perform meter readings on one or more participating SAGMs, the Operations Centre will advise the Venue of the reason for the readings and the time the readings are to be taken. Completed forms must be returned to the Operations Centre as soon as practicable after the readings have been taken. Version: 2.1 Page 6 of 10

12 4.5 Reconciliation There are no requirements for the Venue to conduct special regular reconciliations for the Linked Jackpot System or the Linked Jackpot Game. If this is required, the Operations Centre will contact the Venue with details and the reason for the special requirement. The Venue will still need to conduct any reconciliation required by its own inter-venue procedures or the Regulator. 4.6 System Integrity From time to time the Operations Centre may detect a potential problem with the operation of part or all of the Linked Jackpot System. For example, multiple RAM clears in fairly quick succession, inconsistent messages on the overhead display etc. Should this occur, the Operations Centre might need to disable some or all of the Participating SAGMs at the Venue with little or no notice. The Operations Centre will contact the Venue as soon as possible to advise of the actions taken, the reason and the rectification process. Should any GameVision signage, whether overhead or in-machine, not display the jackpot information for all authorised jackpot levels all play must be halted on the affected SAGMs and Maxgaming Operations contacted. SAGMs must not be played until the issue is rectified and the signage display is restored. 4.7 Opening the Door of SAGM There are no special requirements under the Linked Jackpot System for opening the doors. Normal Venue arrangements apply. 4.8 Clearing Money from SAGM No special conditions are required under the Linked Jackpot System for clearing money. Normal Venue arrangements apply. Version: 2.1 Page 7 of 10

13 5. Equipment Maintenance and Faults 5.1 Maxgaming Links Equipment Maxgaming owns, and is responsible for the maintenance and operation of the Maxgaming Links Equipment installed at a venue including: Linked Jackpot Site controller Watchman boards inside the Participating SAGM The routers which form part of the Linked Jackpot System Flasher Cabling between the Linked Jackpot Site Controller and the router installed at the Venue premises as part of the CMS Cabling between the Linked Jackpot Site Controller and the watchman boards in Participating SAGMs and Such additional equipment, if any, as may be specified in Item 12 of Schedule 1 of the Linked Gaming System Participating Agreement between the Venue and Maxgaming. Regular monitoring and necessary maintenance of the Maxgaming Links Equipment will be scheduled by Maxgaming in co-operation with the Venue. Should any faults occur with any of the Maxgaming Links Equipment, the Venue should contact the Operations Centre to arrange for service. 5.2 SAGM Maintenance Maintenance of the Participating SAGMs is the responsibility of the Venue. 5.3 Statewide Link Faults If a Venue detects a problem with the operation of the Linked Jackpot Game, the Linked Jackpot System, a participating gaming machine, or any links equipment the Operations Centre should be contacted immediately. The Operations Centre should also be notified whenever the jackpot display meters show Offline or messages about Technical Difficulties as described in section The Operations Centre will log the call, and attempt to correct the problem. If this is not possible, the operator will escalate to the next level of response, for example, arrange for a technician to attend the venue. In situations where a player s entitlements to win a jackpot are compromised, such as gaming machines not actually contributing to an authorised link when they should be, affected gaming machine/s must be disabled immediately by the Venue or Maxgaming. Version: 2.1 Page 8 of 10

14 5.3.1 Stand Alone Play In certain situations where a venue loses connection to the Linked Jackpot System they may enter a state called Stand Alone Play. Stand Alone Play is only available on Mystery Linked Jackpot Games and is a period where normal base game play is available but the Linked Jackpot Game and its Jackpot Pools are unavailable. This means players can still play a gaming machine attached to a Statewide Linked Jackpot Game but are unable to win a jackpot at that time. Stand Alone Play is only available in venues with jackpot meter displays which can support stand alone play and its associated GameVision graphics. When entering Stand Alone Play the machines are locked for up to 60 seconds and an animation like the one below will begin a 60 second countdown. Stand alone play mode will interrupt this 60 second countdown as soon as possible and enable the machines for normal game play, during this period players are unable to win a Statewide Linked Jackpot. Animations similar to the one below will be played in-venue.. Version: 2.1 Page 9 of 10

15 As soon as a connection between the venue and the Linked Jackpot System is re-established the Linked Jackpot Game animations and jackpot meters will recommence, and jackpots will be available again. Venues must ensure the volume settings on jackpot meter displays are at an appropriate level for Players to hear the Stand Alone Play messages on entry and exit from Stand Alone Play. Venues should contact the Operations Centre as soon as possible if they enter Stand Alone Play mode, and if during Stand Alone Play the venue detects or suspects any links equipment failures the participating machines must be disabled for play and the venue must advise Maxgaming as soon as possible. The maximum duration for one Stand Alone Play event is 24 hours. After 24 hours the machines will automatically be disabled for play and venues should contact Maxgaming Operations as soon as possible. No machine configuration changes are permitted during Stand Alone Play. 5.4 SAGM Faults Where the Participating SAGM displays an error message, for example "Call Attendant - Play Suspended P1 or P5", the Participating SAGM will be automatically disabled. The Venue should contact the Operations Centre where the operator will log the call, and attempt to correct the problem. If this is not possible, the operator will escalate to the next level of response, for example: arrange for a technician to attend the premises. 6. Training Maxgaming will provide a training service covering procedures, equipment etc. through a self paced instructional video combined with an in-venue training program. Detailed arrangements for the initial and any refresher training may be made through your Maxgaming Account Manager. 7. Billing As part of Venue sign up, each Venue will complete a direct debit form and forward it to Maxgaming Finance. This will be the authority for the automatic payment of Fees for participating in the Linked Jackpot Game. As indicated in the Linked Gaming System Participating Agreement between the Venue and Maxgaming a debit authority may be cancelled provided the Venue otherwise maintains arrangements acceptable to Maxgaming for the payment of Fees in accordance with the Linked Gaming System Participating Agreement and reimburses Maxgaming for any additional cost or expense that Maxgaming may incur as a result of the adoption of an alternative approved payment arrangement. Version: 2.1 Page 10 of 10