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Venue Procedures Manual
Your Guide to Day-to-Day Monitoring Operations
Version: 2.0
16 April 2013
Confidential | External
Venue Procedures Manual
[Version 2.0 - 16/04/2013]
Contents
1 QUICK START ........................................................................................ 3
2 WELCOME ............................................................................................. 4
2.1 IGS IS THE APPOINTED INDEPENDENT MONITOR ................................................ 4
2.2 PURPOSE OF THIS MANUAL ......................................................................... 5
2.3 TERMS AND DEFINITIONS .......................................................................... 5
3 IGEM – THE MONITORING SYSTEM .......................................................... 9
4 IGS MONITORING EQUIPMENT .............................................................. 10
4.1
4.2
4.3
4.4
4.5
4.6
4.7
EGM INTERFACE BOARD (ISMIB) .............................................................. 10
SWITCH ............................................................................................. 11
LHMC (JACKPOT DISPLAY DRIVER DEVICE) .................................................. 11
MICROLOT (CASHIER PAYMENT TERMINAL) ................................................... 12
SITE CONTROLLER ................................................................................. 13
IGEM / BOS PORTAL WEBSITE ACCESS ....................................................... 13
OTHER EQUIPMENT ................................................................................ 14
5 IGS SECURITY DEVICES ....................................................................... 16
5.1
5.2
5.3
5.4
SECURITY SEAL .................................................................................... 16
COMMUNICATIONS CABINET ..................................................................... 16
ACCESS ............................................................................................. 16
TAMPER DETECTION DEVICE ..................................................................... 17
6 IGS HELPDESK OVERVIEW .................................................................... 18
6.1 INCIDENT CAPTURE AND MONITORING ......................................................... 20
7 IGS TECHNICIAN PROCEDURES ............................................................. 22
7.1 PROCEDURE TO FOLLOW .......................................................................... 22
8 INSTALLATION AND CERTIFICATION OF GAMING MACHINE/EQUIPMENT .... 22
8.1 SCHEDULED WORKS (DEPLOYMENTS) .......................................................... 22
8.1.1
8.1.2
8.1.3
SCHEDULING & APPROVAL
WORK PERFORMED
WORK COMPLETED
22
25
27
9 PRIZE PAYMENTS ................................................................................. 28
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9.1 USING THE MICROLOT ............................................................................ 28
9.1.1
9.1.2
9.1.3
SIGN ON TO THE MICROLOT (ALSO KNOWN AS LOGIN)
28
VALIDATING A PRINTED VOUCHER
29
VALIDATING A HAND PAY
31
9.2 PRIZE PAYMENT VOUCHERS AND HAND PAY VALIDITY ....................................... 32
9.3 SUBSTANTIAL WIN/LARGE WIN PROCEDURE INCLUDING JACKPOTS ....................... 33
9.4 JACKPOTS ........................................................................................... 34
9.4.1
MYSTERY
35
9.4.2
EGM-TRIGGERED
35
9.5 JACKPOT PRIZES ................................................................................... 35
9.6 MULTIPLE VENUE LINKED JACKPOT ARRANGEMENTS ......................................... 37
9.7 PAYMENTS NOT APPEARING ON THE MICROLOT............................................... 37
9.8 ACCESSING JACKPOT REPORTS IN BOS PORTAL ............................................. 38
10 EVENTS AND DISASTER RECOVERY ...................................................... 39
10.1
10.2
10.3
10.4
10.5
ELECTRICAL FAILURE OR LOSS OF ELECTRICAL POWER ..................................... 39
LOSS OF COMMUNICATIONS .................................................................... 40
LOSS OR DAMAGE TO MONITORING EQUIPMENT ............................................. 40
EGM CLOCKS ..................................................................................... 40
SIGNIFICANT EVENTS IN IGEM ................................................................ 40
11 REPORTING ....................................................................................... 41
11.1
11.2
11.3
11.4
MONITORING REPORTING ....................................................................... 41
ACCOUNTING ...................................................................................... 43
VOUCHERS/HAND PAYS ......................................................................... 44
END - OF - DAY METER POLLING .............................................................. 45
12 VENUE TAX CALCULATION AND STATEMENT .......................................... 46
13 METER ADJUSTMENTS......................................................................... 47
13.1 COMPLETING A METER ADJUSTMENT .......................................................... 48
13.2 HANDLING OF UNADJUSTED METER RECORDS ............................................... 51
14 GAMING EQUIPMENT INCIDENTS ......................................................... 51
14.1
14.2
14.3
14.4
VENUE-INITIATED INCIDENTS (EGM’S - INCLUDING UNSCHEDULED WORKS) ......... 52
VENUE INITIATED INCIDENTS (RELATING TO IGS MONITORING EQUIPMENT) ......... 53
OCCURRENCES .................................................................................... 54
EGM CREDIT LIMIT .............................................................................. 55
15 APPENDICES ...................................................................................... 56
15.1 APPENDIX A – EXAMPLES OF FORMS .......................................................... 56
15.1.1
15.1.2
15.2
IGS VENUE WORKS FORM
56
CERTIFICATION AND INSTALLATION FORM
57
APPENDIX B - FAQ’S ............................................................................ 58
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15.3 APPENDIX C – REFERENCE MATERIAL ......................................................... 59
15.4 APPENDIX D – VCGLR ACTIVITY CODES FOR SCHEDULED WORKS ...................... 60
15.5 APPENDIX E – DOCUMENT INFORMATION .................................................... 62
15.5.1
15.5.2
DOCUMENT HISTORY
APPROVAL AND DISTRIBUTION
62
63
1 Quick Start
To learn about
What terms like iSMIB
mean
The monitoring
equipment
How to handle Prize
Payments
Go to
Location
Terms and Definitions
Page 5
Page 10
IGS Monitoring Equipment
Prize Payments
Page 28
Significant Events in iGEM
As part of the Certification Process after
Master Resets are completed, Significant
Events produced by the individual EGM
must be sighted by the GIE and Entitlement
Holder. To access and view;
SIGNIFICANT CODE
EVENT
What Reports you can
access?
Intralot Gaming Services Pty Ltd
EGM Cabinet
Door OPEN
EGM Cabinet
Door CLOSED
EGM CashBox
OPEN
EGM CashBox
CLOSED
EGM Logical
Processor OPEN
EGM Logical
Processor
CLOSED
EGM Logical
Processor Door
PWR OFF
EGM Note
Acceptor OPEN
EGM Note
Acceptor
CLOSED
EGM Excessive
NOTE/TICKET
Confidential | External
Q:2010
Q:2011
Q:2012
Q:2013
Page 41
Q:2014
Q:2015
Q:2025
Q:2020
Q:2021
Q:0024
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Acceptor Reject
The above table indicates only a sample a
Significant Events, but are regarded as the
‘Critical’ events for the Certification Process.
1. Login to iGEM
2. Click ‘MANAGEMENT / Double Click
SIGNIFICANT EVENTS’, to display all
events.
TIP: To make it easier filter by Floor
Position, as circled in RED
Reporting
How to handle
monitoring-related
incidents and
occurrences
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2 Welcome
2.1
IGS is the appointed independent monitor
The Victorian Government has appointed Intralot Gaming Services Pty Ltd (IGS) to be
the independent monitor of all electronic gaming machines (EGM’s) located in hotels and
clubs in Victoria.
To monitor all of these EGM’s, IGS will operate an electronic monitoring system
(approved by the Victorian Commission for Gambling & Liquor Regulation) called iGEM.
This may be referred to as the Monitoring System or the Central System or the CMCS
(the Central Monitoring and Control System). All of these terms are interchangeable to
identify the IGS Monitoring System called iGEM.
As monitor, IGS will be responsible to:





Monitor EGM significant Game Play Transactions and Significant Events
Provide data and information on EGM’s to the Venue Operator
Provide data and information on EGM’s
to the Victorian Government, for
regulatory, taxation and research purposes
Facilitate linked jackpots.
Further details of what iGEM does is contained in section 3
IMPORTANT
By law all EGM’s in hotels and clubs must be connected to the approved electronic
monitoring system. A Venue Operator who is an entitlement holder must not allow a
game to be played on a gaming machine of the Venue Operator unless the EGM is
connected to the monitoring licensee's approved electronic monitoring system. This is
a legal requirement set out in section 3.5.17B of the Gambling Regulation Act 2003
(Vic).
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2.2
Purpose of this Manual
This Manual outlines:




The functionality of the Monitoring System
An overview of the Monitoring System venue based equipment (Monitoring
Equipment)
Key operational procedures for Venue Operators to follow
The procedures in place to troubleshoot any issues you may encounter in your
approved gaming venue (Venue).
You will find Frequently Asked Questions (FAQs) on page 61 and a list of Reference
Material on page 62.
2.3
Terms and Definitions
Term
Definition
Cash Clearance
The act of legally removing coins and notes from gaming
equipment the EGM
CMCS
The Central Monitoring and Control System or iGEM – IGS’s
electronic monitoring system made up of HOST CMCS,
Monitoring Equipment and network components of IGS’s
gaming monitoring network.
Commission – EGM
to commence operation of the EGM and the conduct of gaming
which is monitored by the CMCS.
Decommission
To cease operation of the EGM and conduct of gaming on an
EGM which is not or is no longer monitored by the CMCS
Deployment
EGM(s) in a gaming venue having specific works undertaken
(e.g. having a master reset, game change, relocate etc.)
Disable(d)
EGM(s) not in a playable state
EGM
Electronic Gaming Machine
EGM Interface Board
Same as iSMIB
Enable(d)
EGM(s) in a playable state
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Term
Definition
Entitlement
A legal entitlement granted to a Venue Operator in accordance
with the Gambling Regulation Act to operate an EGM at a
Venue
Entitlement Holder
(EH)
Owner of an Entitlement
Existing
Communication
Protocols
QCOM, VLC Tatts and VLC Tabcorp
Gaming Day
The hours a Venue is licensed to operate
Gambling Regulation
Act
Means the Gambling Regulation Act 2003 (Vic).
Gaming Monitoring
Activities
The establishment, operation and maintenance of the
Monitoring System, the supply of Monitoring Services and the
possession and supply of Monitoring Equipment.
GIE
An approved Gaming Industry Employee (i.e. Gaming
Attendant/Technician etc.)
Hand Pay
A hand written prize payment by a GIE
Hopper
A coin storage device that has facilities for dispensing coins
iGEM
The name of IGS’s electronic monitoring system.
iSMIB
Intralot Slot Machine Interface Board
Linked Progressive
Jackpot
This is a linked jackpot arrangement where the prize is
calculated by accumulating contributions.
Jackpot System
A system to allow the operation of a jackpot, typically
constituted by a Jackpot Controller, Jackpot Display interface,
Jackpot Display and Network components.
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Term
Definition
Significant Event
Has the same meaning as in section 3.1.2 of the Gambling
Regulation Act.
Significant Game
Play Transaction
Has the same meaning as in section 3.1.2 of the Gambling
Regulation Act.
Wide Area (or
Multiple Venue
Linked) Jackpot
This is a linked jackpot arrangement where EGM’s in two or
more Venues participate in one or more linked jackpots.
LHMC
An acronym for LOTOS Horizon Multimedia Controller.
the Jackpot Display Driver.
Logic Area
A locked cabinet area (with its own locked door) that houses
electronic components that have the potential to significantly
influence the operation of Gaming Equipment and Monitoring
Equipment
Microlot terminal
This is the name of the Cashier Payment Terminal supplied by
IGS and located at the Venue.
Monitoring Licensee
IGS (Intralot Gaming Services Pty Ltd ABN 93136 875 673)
Mystery Jackpot
A linked jackpot arrangement where the determination of the
jackpot win is not related to the game outcome but instead by
some non-game determined event, generally by a random
event.
PID
An acronym for Player Information Display
RAM
Random Access Memory which is the storage facility used by
the CPU (Central Processing Unit) to store data and
instructions.
RTP
An acronym for Returns To Player. This has the same
meaning as in section 3.6.1 of the Gambling Regulation Act.
SAP
Stand Alone Progressive. An EGM that has its own jackpots in
which no other EGM’s are connected to. The EGM may have
more than one level of jackpot available.
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Term
Definition
Site Controller
A device used to collect data from each EGM located at a
single Venue. All communication runs through this to the
CMCS.
Third party
technician
service/provider
These are persons who are authorised and licensed by the
VCGLR under the Gambling Regulation Act to perform certain
work and duties in respect of gaming equipment.
UPS
An acronym for uninterrupted Power Supply (a no-mains
power supply including battery backup equipment)
VCGLR
Victorian Commission for Gambling & Liquor Regulation or the
regulatory body that performs its functions under the Gaming
Regulation Act
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3 iGEM – the Monitoring System
The IGS Monitoring System is called iGEM.
iGEM supports all existing Communication Protocols in Victoria. These are VLC Tatts,
VLC Tabcorp, QCOM. It also supports the new G2S Global Protocol.
iGEM allows connectivity with all approved EGM’s in Victoria made by international
manufacturers (such as IGT, WMS, Aristocrat, Bally, Atronic, Konami, Ainsworth and
ShuffleMaster). iGEM also allows connectivity with older EGM models which do not have
a communications capability.
In Victoria, iGEM will be used to:
1. Conduct monitoring to detect and report Significant Events.
2. Continuously record, monitor Significant Game Play Transactions and recording
revenue generated from each EGM connected to the Monitoring System.
3. Facilitate Linked Jackpot Arrangements.
4. Provide Jackpot Financial Administration Services in relation to Multiple Venue Linked
Jackpot Arrangements.
5. Provide real time commands to Gaming Equipment.
6. Support the Existing Communication Protocols.
7. Provide data and reports to Venue Operators and to the VCGLR.
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4 IGS Monitoring Equipment
The iGEM Monitoring Equipment consists of various hardware devices which are
connected to the CMCS via the Site Controller to ensure the required information is
gathered from all Venues.
At the Venue, the IGS Monitoring Equipment consists of 6 main components:

EGM Interface Board (Slot Machine Interface Board) ;

Ethernet LAN Switches and Hubs ;

Jackpot display driver device (LOTOS Horizon Multimedia Controller - LHMC) ;

microLOT cashier payment terminal ;

Site Controller; and

UPS.
In addition, there are other components which work in conjunction with these including
the iGEM website.
IMPORTANT: You must not interfere with damage or lose IGS’s Monitoring Equipment.
You will be liable for all costs and expenses in the respect of any unlawful interference,
loss or damage to IGS’s Monitoring Equipment. It is also an offence under the Gambling
Regulation Act to interfere with the Monitoring System or any part of it.
4.1
EGM Interface Board (iSMIB)
This small device is installed inside each EGM. It allows the required data from each
EGM to be captured and sent to the Site Controller. See Figures 1 and 2 below.
Figure 1 iSMIB
The figure to the right also shows an iSMIB with
a Security Seal attached. This is important and
will be covered later in IGS Security Seals.
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Figure 2 iSMIB with Security Seal attached
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4.2
Switch
The switch allows for the connection of multiple EGM’s in a Venue to the Site Controller.
Cabling, known as Ethernet, is used to connect the EGM’s to the Switch.
Figure 3 Switch
The Site Controller and other related equipment is also connected to the Switch. For
further information regarding where switches will be located and the security of the
switch, see Section 4.7 ‘Other Equipment’.
IMPORTANT: You must not use this switch for any purpose other than exclusively for
the Monitoring System and IGS’s Monitoring Equipment. To do otherwise is a
contravention of the Venue monitoring Services Agreement.
4.3
LHMC (Jackpot Display Driver Device)
The LHMC is used to drive the Video Jackpot Displays. The LHMC synchronises with the
Site Controller to display the current Jackpot Type/Theme and its value status on a
connected display monitor or TV. The LHMC will be placed inside a pre-determined EGM
base within a bank of EGM’s connected to a Jackpot.
Figure 4 LHMC (Jackpot Display Driver)
TROUBLESHOOTING TIP
In the event of non-display of Jackpot on TV or Monitor, switch the device off for 10
seconds then turn on and ensure LAN port activity lights are lit.
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4.4
microLOT (Cashier Payment Terminal)
This device validates all prize tickets and linked jackpot prizes (where no ECT is
available). This device has full touch screen functionality (using a handheld stylus) and
normal VLC and QCOM Payouts (Hand Pay). Please refer to Prize Payments on Page 28.
Figure 5 microLOT Cashier Payment Terminal
NOTE: 5 incorrect attempts to Log into the microLOT will cause a ‘lock up’. IGS Help
Desk must be called in order ‘unlock’ the payment terminal. The microLOT will display
and ‘Invalid User’ message when locked.
TROUBLESHOOTING TIPS

Ensure Power and Ethernet cable are securely in place.

Ensure Touch Screen is free from dirt and liquids.

Use the supplied Stylus to navigate around the touch screen.

Use the correct specified Thermal Paper, to avoid paper jams.
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4.5
Site Controller
The Site Controller is the central controller of all the
EGM’s at a single Venue. The Site Controller (located in
the lockable Communications Cabinet see 5.2) is the
intermediate device between iGEM and the EGM’s,
iSMIBs and Jackpot Controllers at a Venue.
All monitored equipment at a Venue is connected to
the Site Controller. The Site Controller is connected to
iGEM.
The figure below shows the back of the Site Controller
with a Security Seal attached. This is important and
will be covered later in IGS Security Seal.
Another security device (TDIC) inside the Site
Controller is further explained in Section 5.4 ‘TDIC’
Figure 6 Site Controller
Figure 7 (left) Site Controller
with Security Seal attached
IMPORTANT: You must not use this switch for any purpose other than exclusively for
the Monitoring System and IGS’s Monitoring Equipment. To do otherwise is a
contravention of the Venue monitoring Services Agreement.
4.6
iGEM / BOS Portal Website Access
The BOS portal website provides the main means for distributing information collected
by IGS to authorised users at Venues, IGS and the VCGLR. The iGEM host collects
processes and produces information about the gaming activity in the EGM network.
The BOS Portal website allows a Venue Operator to access the available Venue Reports
using the meter information uploaded to the iGEM Host by the Site Controller. The Venue
Reports are produced daily and can be viewed on the website by entering your User
Name and Password.
IMPORTANT: The various reports can also be used to assist Venues with Dispute
Resolution matters.
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4.7
Other Equipment
As mentioned above there is also other equipment which is required to enable the
various devices to communicate. These include:
Item
Description
Modem-Router
Enables Internet connection over a standard telephone line.
Usually an ADSL modem providing an ADSL connection.
(Provided by Telstra)
IMPORTANT: You must not use this Modem-Router to connect
another device to the Internet. This Modem Router must only be
used for purposes related to the Monitoring System.
Patch Panel
Physically connects assorted devices via their Ethernet cables.
Doesn’t provide any ‘switching’ nor control of the
communications.
UPS
Uninterruptable Power Supply. Effectively a big, ‘smart’ battery
enabling the required IGS equipment to remain active during
short mains power outages. If the power is still off after the
configured time, the UPS sends the IGS equipment a “power
down” type instruction.
The equipment can shutdown
‘normally’ instead of ‘crashing’ due to power loss.
Communications
Cabinet1
The locked rack in which the Site Controller, Router, Switch,
Patch Panel and UPS are stored.
Venue PC
A Venue Operator must provide its own PC to access (via
Internet) the Monitoring (iGEM Venue Web-site) etc (as a
minimum Internet Explorer Web Browser version 6 and above
with Compatibility Mode turned on must be used). For further
assistance contact your IT professional
The diagram below illustrates an example of the connectivity of devices in Venues.
There is one switch inside the Communications Cabinet and a second one on the Venue
gaming area, within an EGM Base as determined by IGS. Some Venues will have multiple
switches.
NOTE: As switches are placed inside an EGM base and iSMIBs are placed inside
an EGM, access is only possible via venue gaming keys.
1
Also referred to as the Communications Rack.
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Figure 6 Venue equipment
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5 IGS Security Devices
‘Security of the gaming equipment, Venue staff and patrons is an important
responsibility for a Venue Operator. These requirements relate to the security of
gaming and data communications equipment and provide compliance information in
relation to the security systems employed by Venue Operators to protect their
gaming equipment, Venue assets, patrons and staff’. Refer to 3.5.11 Gambling
Regulation Act 2003 see Reference [1]
5.1


Security Seal
Each commissioned EGM in Victoria will have a security seal placed on the iSMIB.
See Figure 2 iSMIB with Security Seal attached on page 10.
Each Venue in Victoria will contain a Site Controller enclosed in a lockable
Communications Cabinet. Site Controllers will be under TDIC (Tamper Detection
Interface Card). See 5.4 of this section. See Figure 7 Site Controller with Security
Seal attached on page 9.
All Seals will be colour coded orange, labelled with Intralot (Gaming Services) and
alphanumerically coded e.g. IGS 00001 – IGS 30000.
5.2
Communications Cabinet
IGS Technicians will require the use of the Communication Cabinet key for repairs and
maintenance to Monitoring Equipment. The key enables access to areas restricted to
IGS approved personnel only and is to be stored in a safe place in the strong room. The
key is to be housed in a secure location within close proximity to the cabinet.
NOTE: It is suggested, to include this key as part of the Venues Key Register to ensure
its availability
In addition, the Communications Cabinet must:

be placed in a secure location within the gaming venue (Back of House) ;

Be locked and secure at all times ; and

Only be accessed when requested and approved by IGS or if requested by a VCGLR
officer.

5.3
Important: The Venue is responsible for contacting the IGS Help Desk as soon
as it becomes aware if any security seals have been broken or Communications
Cabinet key has been lost, stolen or any equipment tampered with.
Access
Under the Venue Monitoring Services Agreement the Venue Operator must permit IGS,
its authorised representatives, agents and contractors to enter the Venue at:
(a)
any time without notice when the Venue is open to the public; or
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(b)
at any other times if urgent or emergency access is required with a minimum of 2
hours’ notice (or within such other time agreed between IGS and the Venue
Operator),
For the purposes of carrying out its obligations under the Gambling Regulation Act, the
Monitoring Licence, the Monitoring Licence Related Agreement and the Venue Monitoring
Services Agreement. The Venue Operator, its representative or nominee is entitled to be
present when IGS, its authorised representatives, agents and contractors enter, or wish
to enter, the Venue.
In addition to the purposes set out above and on giving at least 24 hours prior notice (or
such other notice period agreed between IGS and the Venue Operator) if the Venue is
not open to the public, IGS, its authorised representatives, agents and contractors will
have a right to enter and access the Venue for the following purposes:
(a)
installing, inspecting, servicing and maintaining the Monitoring Equipment or any
other equipment required by IGS or the Venue Operator for the purposes of or
related to the Monitoring Services, the Linked Progressive Jackpot or the Multiple
Venue Wide Area Linked Jackpots at the Venue; and
(b)
Undertaking all activities forming part of the Monitoring Services with respect to
the EGM’s operated or proposed to be operated under the entitlements at the
Venue held by the Venue Operator.
The Venue Operator must give or procure access to IGS to such EGM’s, gaming
equipment and Monitoring Equipment located at the Venue for these purposes.
Venues will also be required to give access to the Venue to third party service
technicians approved by IGS and the VCGLR.
5.4
Tamper Detection Device
A Tamper Detection Device is installed within the Monitoring Equipment to detect any
unauthorised access or tampering. If a tamper switch is ‘tripped’ an alert will be sent to
the CMCS, causing the Site Controller to shut down temporarily. This means that the
conduct of gaming on, and the monitoring of, the affected EGM’s will be suspended until
the access issue has been thoroughly investigated and resolved.
Important: The Venue is responsible for contacting the IGS Help Desk as soon as it
becomes aware if any security seals have been broken or Communications Cabinet key
has been lost, stolen or any equipment tampered with.
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6 IGS Helpdesk Overview
The IGS Helpdesk is the first point of contact for all monitoring related issues.
All EGM related issues should be directed in the first instance to your gaming
services provider or your EGM manufacturer. IGS does not and cannot by law
repair and maintain EGM’s in your Venue.
IGS will be able to direct Venue Operator assistance with issues relating to the:

iGEM Monitoring System;

Communications Switch;

UPS;

Site Controller;

EGM Interface Board (iSMIB);

microLOT Cashier Payment Terminal;

LHMC / Jackpot Display; and

Change of Ownership.
Direct assistance can also be obtained by contacting VCGLR on 1300 182 457.
In the event of a Disaster (Floods/Fire/Electrical failure), it is advised the Venue contacts
Help Desk and inform of the nature of event.
Helpdesk Telephone: 1300 764 495
Email: [email protected]
Fax: 03-9673 3999
Please note that the IGS Help Desk will assist you with the continued monitoring of your
EGM’s.
IMPORTANT
It is important to note that IGS is NOT responsible for EGM hardware
technicians or assisting with basic EGM repair and maintenance such as:

BNA Faults;

Physical Hopper issues;

Coin mechanism faults;

Monitor Display issues,

Cooling fan;

Printer Faults;
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
Hard Meter issues. ie ‘sticky’ meters
For further information, please refer to Venue-Initiated Incidents (EGM’s - including
Unscheduled Works) on page 55.
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6.1
Incident Capture and Monitoring
All incoming calls to the Help Desk will be recorded in both Audio and in the Helpdesk
application with:

Date / Time;

Incident ID;

Client ID;

Incident Type;

Status (open, closed, escalated, on-hold);

Date / Time of status change;

Assigned to (staff member responsible for Incident resolution. Covers also escalation
to 2nd level or 3rd level support);

Description;

Configuration ID (iGEM component/area affected);

Due Date; and

Severity.
Resolution (details on the steps taken to close the Incident)
Below is a summary of Escalation Process Levels that have been implemented for the
IGS Help Desk:
2nd Level Escalation
to:
3rd Level Escalation to:
Site Controller or other
Venue Monitoring
Equipment
Field Service
Equipment Supplier
iGEM Application & General
Inquiry
Technical Department:
iGEM Application
Experts
INTRALOT iGEM
Development Team
Hardware or System
Software
Technical
Department: System
Experts
Equipment Supplier (IBM,
ORACLE, etc.)
Incident Category
Helpdesk
IGS
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Incident Category
Helpdesk
IGS
2nd Level Escalation
to:
3rd Level Escalation to:
Telecommunications
Technical
Department: System
Experts /
Telecommunications
Provider (Telstra)
Telecommunications
Provider Telstra
Security Devices*
Field Service
Equipment Supplier
* NOTE: Diagnostic Testing will occur to ensure it is functioning in the manner it is
designed for.
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7 IGS Technician Procedures
As the Monitoring Equipment is solely owned by IGS, only IGS Technicians (approved by
IGS) will need to have or be allowed access to perform certain work at the Venue.
IGS Technicians may require the use of the Site Controller cabinet key for purpose of
repairs and maintenance to Monitoring Equipment. The Site Controller key enables
access to areas restricted to IGS Technicians only and is to be stored in a safe place in
close proximity to the Communication Cabinet.
NOTE: It is suggested, to include this key as part of the Venues Key Register to ensure
its existence and availability
IMPORTANT: IGS Technicians are licensed GIEs and will have identification as such. You
are entitled to ask to see this identification and it is recommended that you do so.
7.1
Procedure to Follow
1. The IGS Technician will identify themselves to the Venue’s personnel and request
access to the Venue.
2. It is recommended that a Venue representative accompanies the IGS Technician
to the required area.
3. The IGS Technician must record all specific details as outlined in the IGS Venue
Works Form Refer to samples in Appendix A – Examples of Forms on page 59.
4. IGS Technician will perform work in accordance with IGS Internal Procedures.
8 Installation and Certification of Gaming
Machine/Equipment
‘A gaming operator or entitlement holder who installs gaming equipment, or causes
gaming equipment to be installed, at an approved Venue must certify, in a form
approved by the Commission, that the equipment is functioning in the manner in
which it is designed and programmed to function’ Refer To 3.5.16 Gambling
Regulation Act 2003
8.1
Scheduled Works (Deployments)
Deployments requests are submitted to IGS in accordance with the below procedures.
This important procedure has three main activities:
1. Scheduling & Approval
2. Work Performed
3. Work Completed
8.1.1
Scheduling & Approval
1. Prepare a copy of the Annexure document (“Annexure C - Scheduled Works
Request”- ALL Required Forms are Available via email) indicating which
EGM’s in a Venue are to undergo changes.
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2. If the EGM changes involve a Jackpot, complete the attached Jackpot Change
Request Form.
3. Send the documents, detailing the proposed new Venue layout and Jackpot
changes, to the IGS Helpdesk – [email protected]. This MUST
include any required VCGLR Approvals for new EGM’s, new floor plan (Gaming
Room re-configuration) or a new Jackpot.
4. IGS will confirm the requirements of the Deployment and contact you for any
missing or misleading information.
5. IGS will liaise with the relevant Service Technicians to arrange a Deployment date
and confirm this with you. Once a date is confirmed, IGS can assist with entering
requests into iGEM.
NOTE: To access the Annexure C information of your current venues EGM’s:
- LOGIN TO BOS PORTAL
- CLICK ‘REPORTS / MONITORING REPORTS / VENUE MANIFEST,’
- EXPORT DOCUMENT AS MICROSOFT EXCEL (DATA ONLY)
THE BELOW IS ONLY TO BE COMPLETED ONCE STEP 4 & 5 HAS BEEN COMPLETED &
INSTRUCTIONS ARE GIVEN BY THE DEPLOYMENTS TEAM
8.1.1.1 Entering the required information into IGEM
The following is an example of a Submission for an EGM INTERNAL MOVE (IM1)
1. Login to iGEM
2. Select ‘Operations / Scheduled Works’. Listing of all works.
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3. Add a Scheduled Work, click ‘Add’, and enter all required information into the
fields.
A. Activity Codes
example ‘IM1’
B. EGM Specifications
C. Effective Date of
Works
D. Any additional
Information
E. Click ‘SAVE’ then ‘SUBMIT’
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Venue
• Submits
request to
IGS via
Annexure C
- Scheduled
Works
Request
form
• VCGLR preapproval
process (if
required)
8.1.2
VCGLR
• Grants
Approval (if
required)
IGS
• Verifies
submission
request
• Activates
submission
request
• Informs
Venue of
outcome
(via phone
and email)
Work Performed
On the scheduled date IGS will Disable or De-Commission the relevant EGM/s at 6am (if
applicable), allowing the work to be performed by authorised personnel. It is advisable,
venues to seek both operational and technical assistance from their Gaming Service
Provider or EGM Technician on preparation for EGM works.
IMPORTANT: As iSMIBs will remain with an EGM, works requiring New EGM’s to be
installed will require a GIE Technician to install Monitoring Equipment within an EGM
and/or base.
IMPORTANT: Relating to Stand Alone Progressive (SAP) EGM’s. A GIE Technician
will be required to inform the IGS Help Desk of the Start and the Current Levels/values of
the EGM’s own jackpot(s), before commencing by completing an ‘IGS Un-Scheduled
Master Reset form’
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Venue
•EGM Requiring
Works
(including
Relocates/Inter
nal Moves)
•To have:
•Zero Credits
• EGM Powered
On
•All relevant
EGM doors
closed
IGS
Venue
•Performs Last
Meter snapshot (if
required)
•De-Commissions
relevant EGMs
(Message displayed
on on EGM screen
'HOST DISABLED
or DECOMMISSIONED'
at 6am
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•Performs any
of their own
procedures
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Service
Provider
•Performs Work
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8.1.3
Work Completed
Once the work has been completed at the Venue a number of activities must be done
before the EGM is available again for game play, as this summary shows:
IGS
Service
Provider
Venue
•EGM to be
Enabled (NOT
FOR GAME
PLAY) to allow
Service
Provider
Technician to
test for
Significant
Events
• Once
completed EGM
to be placed in
HOST
DISABLED
•Service
Provider
Technician
tests EGM
Significant
Events
•Upon
Confirmation of
Significant
Events review
in conjunction
with the
Entitlement
Holdert hrough
the iGEM
Website or by
Fax from IGS
Help Desk
•Completes
Certificate
(Gaming
Industry
Employee
Technician)
•Entitlement
Holder or
authorised
representative
to Complete
Certificate
(Entitlement
Holder
Certificate of
Installation)**
•Fax to IGS and
retain
Certificate of
Installation
documents at
the Venue
IGS
•Receives &
Confirms receipt
of Certificate(s)
from Service
Provider and
Venue
•Completes
Commencement
of Gaming Form
•Commissions or
Enables EGM
Venue
•EGM(s)
operational
and available
for game play.
All relevant Certificates to be completed distributed and then
archived as per Regulatory requirements, by all 3 parties
Refer to the VCGLR’s approved ‘Procedures for Certificates Of Installation
and the ‘Certificate of Installation Form’
** An example is provided in Appendix A – Examples of Forms
At this stage the VCGLR Representative may need to complete their own Certificate(s), if
required.
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9 Prize Payments
All Prize Payments above the hopper payout limit must be supported by one of the
following:

A cash ticket (voucher) printed by the EGM where there is a printer; or

An attendant payment (Hand Pay) where there is not a printer
9.1
Using the microLOT
9.1.1
Sign On to the microLOT (also known as Login)
1. Press Sign On/Off, Enter Employee ID (4 digits) (as provided by IGS), press
‘OK’, enter Password (4 digits), and press ‘OK’,
2. If Successful, this will appear, Press ‘OK’
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3. The ‘Welcome Message’ screen will appear, press OK. The microLOT main user
interface will have all buttons, ‘lit’ up.
9.1.2
Validating a Printed Voucher
EGMs operating on the Tatts VLC protocol (VLC1) will print a prize payment voucher
when the credits are over $50 or under $1. This is an automatic process initiated by
the EGM and requires no intervention by the staff. The customer presents the EGM
printed cash ticket (voucher) to the cashier for payment through the microLOT.
1. Select ‘Vouchers’
2. Enter the ‘Authorisation Number’
o
o
000431133
(10 digits) as indicated on the ticket. As the
last digit is entered a calendar will appear. (if
any error made use the back arrow to delete
or press CLR).
Select the ‘CASH OUT DATE’ (as the ticket
may have been from previous day/s). Press
‘OK’,
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3. If found it will appear on screen. Select ‘PAY’.
4. Would you like a Receipt Select ‘YES or NO’.
o If YES, a printed reciept will be issued by
the microLOT.
o If NO a reciept will not be issued. A re-print
of a receipt cannot be performed.
5.
Prize Payment Voucher now VALIDATED.
IMPORTANT: In the event that prevents an EGM from producing a:


Printed Prize Payment Voucher
Hopper Pay Out
It is advised to perform a Hand Pay, enabling the customer to proceed with collection of
funds.
IMPORTANT: In the event the microLOT or Site Controller has suffered a loss in
communications or power, it is advisable to contact Help Desk in accordance with
procedures outlined in section 14.2 ‘Venue Initiated Incidents’, notify the customer,
collection of funds (Payment through the microLOT) is not possible until communications
has been restored. The Venue Operator may also choose their own appropriate action.
As a Minimum, the following information should be recorded on the Hand Pay:
1.
2.
3.
4.
5.
Venue Name
EGM Number
EGM ID
Date & Time
Amount
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9.1.3
Validating a Hand Pay
EGMs operating on the Tabcorp VLC protocol (VLC2) and Tatts QCOM protocol will
require an attendant to complete a Hand Pay when credits are over $200. When credits
are below $1 on a QCOM EGM, the customer will be required to play the credits off. The
only exception to this procedure is when the EGM is disabled, for example due to loss of
communications, in which case an attendant Hand Pay must be completed.
1. Select ‘HANDPAYS’ (NOTE: WHEN AT THE EGM, THE AUTHORISATION NUMBER WILL BE
DISPLAYED AS ZERO’S-THIS IS NORMAL)
2. Press ‘EGM’
o Enter the ‘EGM ID’.
o Select the ‘CASH OUT DATE’ (as the ticket may have been from previous
day(s). Press ‘OK’.
3. If HandPay is found. It will appear on the screen SELECT THE CORRECT
HANDPAY (DATE/TIME/AMOUNT), .
o Press ‘ONLINE TICKET VALIDATION’.
EGM ID
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o
o
o
Enter ‘SLIP ID’ of HandPay (If not used enter ZERO) then ‘OK’,
Enter ‘ATTENDANT ID’ then ‘OK’.
Would you like a Receipt Select ‘YES or NO’’. (If you select NO you cannot
perform a re-print)
4. Prize Payment HandPay now VALIDATED.
0
Accumulated credits of $1000 or more must be paid
by cheque as per section 3.5.33 of the Gambling
Regulation Act
9.2
Prize Payment Vouchers and Hand Pay Validity
If a customer reports that a ticket/voucher has been lost or stolen, your staff can check
microLOT terminal and corresponding voucher reports in BOS Portal to verify if the ticket
is still valid and has not been cashed. The validity of the EGM and Jackpot tickets in the
new system will be 365 days. After this period the tickets become unclaimed.
IMPORTANT: It is the responsibility of the Venue to follow its own internal procedures
and any requirement in the Accounting & Auditing Venue Requirements documents
produced by the VCGLR relating to the above topic
For additional information please refer to ‘Reporting’ on page 41.
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9.3
Substantial Win/Large Win Procedure including
Jackpots
Substantial Wins/Large Wins are those won on a single spin on or cumulative free spins
on any EGM paying $10,000 or more. This type of win will disable the EGM and the Site
Controller to perform Signature/Authentication Check () and IGS Help Desk must be
contacted. Wins of $5,000 or more will also create a reportable Significant Event in the
Monitoring System.
Customer
• Wins greater
than $10,000 or
more on a
single spin/free
spins.
• EGM Message
'Large Win or
Substantial Win.
Check In
Progress'
CMCS
• Disables EGM
• Perfroms EGM
Signature and
Authentication
check
GIE
IGS Help Desk
• Contacts Help
Desk
• Verifies details
of win from GIE
• Seeks
confirmation of
win from CMCS
• Confirmation
received
• EGM Enabled
GIE
• Jackpot WinAppears on
microLOT
• Customer can
continue playing
or collect
Accumulated credits of $1000 or more must be paid
by cheque as persection 3.5.33 of the Gambling
Regulation Act)
IMPORTANT:
If the EGM is validated correctly (Signature/Authentication Check) the Win can be paid by
the iGEM System through the microLOT.
If the EGM validation (Signature/Authentication Check) fails, the iGEM system will “Block”
the Win transaction. This Win cannot be validated by the microLOT terminal.
The EGM will also remain blocked for play by the system, until it is fixed and validated
again.
IGS will manually change the status of a “blocked Win” to “available for payment” only
after we receive a notification from the VCGLR to our Help Desk. Wins that will remain
blocked will “expire” after 12 months and will become “unclaimed prizes”.
NOTE: Details of the Win should be recorded in the Venues own ‘Large Win Register’
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9.4
Jackpots
All new jackpot products and jackpot arrangements will first require approval of the
VCGLR for use with the Monitoring System.
Jackpots are available in two Categories, Mystery & EGM Triggered and are considered
a true jackpot as they are ‘LINKED (across EGMs/Multi Venue)’. Some unlinked games
with added features which resemble a Jackpot, are in fact not true jackpots and are
commonly referred to as ‘Stand-Alone Progressive.’
Both Mystery and EGM Triggered Jackpots have a Jackpot Contribution (as Per Approval)
that goes towards building the jackpot prize pool. The contribution is a percentage of
turnover of the participating EGMs. Further information on this can be found in the
sections below.
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9.4.1
Mystery
Mystery jackpots may be either random or fixed.
Random - The jackpot has a minimum value and maximum value. Random win is in
between these two values.
Fixed - The jackpot has a minimum and maximum ‘meter’ value and the prize is fixed
(mostly noncash items, such as TVs, Whitegoods etc)
9.4.2
EGM-Triggered
The jackpot win is triggered by an EGM. Any EGM on a bank can trigger the jackpot. The
trigger can either be a specific sequence (Symbol Driven) or an outcome of randomly
triggered feature in the game.
9.5
Jackpot Prizes
Jackpot prizes are generally transferred to the credit meter of the relevant EGM using
the ECT (Electronic Credit Transfer) process.
If the jackpot approval describes a limit above which wins should not be transferred to
the EGM, then all prizes over that amount will not be transferred to the credit meter of
the EGM but will generate “virtual tickets” for those prizes which will be paid through the
microlot payment terminal, after being validated.
NOTE: For these wins, the Venue Operator is advised to provide to players a hand written
payment slip (Hand Pay), which will be presented to the cashier, so that the cashier can
proceed with the validation and payment of this win
If an EGM model/type cannot accept or fails to accept the transfer of prizes from the IGS
Monitoring System, then the IGS Monitoring System will generate a ‘virtual’ ticket. Such
jackpot wins and prizes should be accounted for through the microlot Payment Terminal.
EGMs that have won a jackpot prize which is not transferred to the credit meter will be
temporarily blocked by the IGS Monitoring System, until the jackpot prize is paid and /or
cleared in the IGS Monitoring System.
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Customer
•Jackpot win
•EGM
Disables
GIE
•Completes
Jackpot Win
Details via
Hand Pay
•Logon to
microLOT
•Search via
Hand Pay
Details for
Jackpot Win
IGS
•Verifies
Jackpot
amount and
authorisation
number
GIE
•Receive
verification
details via
microLOT
•Payout
Jackpot Win
•Retain
Transaction
Receipt
•Calls IGS
Help Desk to
Re-Enable
EGM
IGS
•EGM ReEnabled
Accumulated credits of $1000 or more must be paid
by cheque as per section 3.5.33 of the Gambling
Regulation Act
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9.6
Multiple Venue Linked Jackpot Arrangements
The IGS Monitoring System will support Multiple Venue Linked Jackpot Arrangements
(MVLJA).
MVLJA must first be approved by the VCGLR before IGS can facilitate these. The Venue
Operator must also sign a Jackpot Financial Administration Services Agreement and
Trust Deed with IGS.
A trust account will be opened and managed by IGS on behalf of all participants in the
MVLJA which will have deposited funds to be applied to jackpot prize payments. Venue
Operators will need to deposit their share to the trust account in accordance with the
approved MVLJA and the terms of the Trust Deed.
Moreover, all Participant Venue Operators in a MVLJA must have connected and operate
with the IGS Monitoring System and must have installed the Jackpot Video Displays and
signage.
MVLJA will be activated in the IGS Monitoring System on the agreed day.
IMPORTANT: Jackpot prize payments must be paid by the Venue Operators and remain
the financial responsibility of all Participating Venue Operators. Participating Venue
Operators must ensure that there are sufficient funds in the Trust Account to pay all
jackpot prize payments for MVLJA. This is not the responsibility of the monitor.
9.7
Payments not appearing on the MicroLOT
On rare occasions a voucher or hand pay payment may not appear on the microLOT. In
this instance the following procedure should be followed:
1. Verify the collected amount has registered on the ‘Cash Ticket History’ of the EGM via
the audit menu (seek venue management assistance if you are not familiar)
2. Ensure that the GIE name and signature on the hand pay slip are noted in addition to
the date, time and floor position of the collect.
3. It is up to the venue staff whether they ensure the customer collects payment after
signing or if they collect in their own time. If they collect in their own time, one copy
of the Hand Pay slip should remain in the cashier to verify against the customer copy
4. The venue staff should note which tickets do not appear on the microlot and keep
them separate for auditing purposes in addition to verifying the tickets against the
voucher reports on iGEM and/or reconciling against any 3rd party software.
5. Venue staff should also log the call with the IGS Help Desk on 1300 764 495 advising
of EGM ID, amount, date and time of collection.
Note: Missing Vouchers/Tickets or Hand Pays do not affect your tax calculations.
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9.8
Accessing Jackpot Reports in BOS Portal
Jackpot Arrangements (Types, Contribution %, Levels Wins), can now be found in the
BOS Portal. The various reports in this section will be updated as more arrangements are
either added or removed from your venue.
9.8.1.1 Jackpot Arrangement
o
o
o
Click ‘REPORTS / JACKPOT REPORTS / CURRENT JACKPOT CONFIGURATION
REPORT’.
Select ‘Venue’ via ‘info’ button, leave everything else as default.
Click ‘Preview’.
Circled in Red indicates the Jackpot Contribution Rates (%) for each Pool Level
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9.8.1.2 Jackpot Wins
o
o
Click ‘REPORTS / JACKPOTS REPORTS / JACKPOT WINS’.
Select ‘Venue’ via ‘info’ button, leave everything else as default then click
‘Preview’.
Mystery Jackpots- When a Jackpot is WON the winning EGM ID will be displayed and
NOT the Floor Position. It is suggested to make clear labels of the EGM ID and display on
each EGM participating in the Jackpot for staff and players to identify.
10 Events and Disaster Recovery
Unforseen events and disasters can impact the Venue and monitoring operations. IGS
will work closely with Venue Operators to ensure that if such an event occurs, all
reasonable attempts will be made to restore your Venue to full EGM operation as soon as
possible.
10.1 Electrical Failure or loss of electrical power
Electrical failure or loss of electrical power at the Venue may affect the entire Venue,
part of the Venue and result in power failure to EGMs.
In the event of such a failure at the Venue that extends to the Monitoring Equipment.
Site Controller, the UPS (Uninterruptable Power Supply) can provide a temporary backup
power source for a short period of time. Once UPS power supply has been exhausted
the Site Controller will shut down and will cause game play downtime.
It is the responsibility of the Venue Operator to have a business continuity plan in cases
of electrical failure or loss of electrical power.
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10.2 Loss of Communications
In the event of the Site Controller losing communications with the IGS Monitoring
System, EGM operations can continue for up to 24 hours. This operation only extends to
normal Game Play.
EGMs producing cash outs (Vouchers and Hand Pays),
Substantial/Large Wins cannot be successfully validated and paid until communications
have been restored.
Note: If communications are lost between the central monitoring system and the
individual EGM, the EGM will go into a host
10.3 Loss or damage to Monitoring Equipment
IGS must be contacted if there is any loss or damage suffered to any of its Monitoring
Equipment. Please call the IGS Helpdesk to notify IGS of such loss or damage.
10.4 EGM Clocks
‘A gaming operator must not permit a gaming machine of that operator to be played
if the gaming operator knows, or could reasonably be expected to know, that the
gaming machine does not display the time of day’. Refer to Gambling Regulation
Regulations 2005 sect 9. [2]
If the clock on the EGM is displaying the incorrect time to within 5 minutes the Venue
Operator must contact the IGS Help Desk immediately for further assistance.
10.5 Significant Events in iGEM
As part of the Certification Process after Master Resets are completed, Significant Events
produced by the individual EGM must be sighted by the GIE and Entitlement Holder. To
access and view;
SIGNIFICANT EVENT
CODE
EGM
EGM
EGM
EGM
EGM
EGM
EGM
EGM
EGM
EGM
Q:2010
Q:2011
Q:2012
Q:2013
Q:2014
Q:2015
Q:2025
Q:2020
Q:2021
Q:0024
Cabinet Door OPEN
Cabinet Door CLOSED
CashBox OPEN
CashBox CLOSED
Logical Processor OPEN
Logical Processor CLOSED
Logical Processor Door PWR OFF
Note Acceptor OPEN
Note Acceptor CLOSED
Excessive NOTE/TICKET Acceptor Reject
The above table indicates only a sample a Significant Events, but are regarded as the
‘Critical’ events for the Certification Process.
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3. Login to iGEM
4. Click ‘MANAGEMENT / Double Click SIGNIFICANT EVENTS’, to display all events.
TIP: To make it easier filter by Floor Position, as circled in RED
11 Reporting
The following formula is for calculating EGM Net Revenue. The formula will assist Venue
Operators with various reports available on the BOS Portal (The iGEM Reporting Tool).
EGM NET REVENUE = Credits Played – Credits Won – Jackpot Contributions.
In brief, the following types of reports will be able to be accessed from the Bos Portal
Website.
11.1 Monitoring Reporting
The following are monitoring related reports that are available through the BOS portal:



EGM Master File
EGM Net Meters
EGM Gross Meter
Printing: Can be achieved directly from the BOS Portal (see your IT Professional for
assistance as your PC’s Internet Browser settings will need to be altered)
Exporting: It is suggested to export to either Microsoft Excel 97-2000 Data Only (XLS) or
Adobe Acrobat PDF
**Below is an example**
EGM Master File- Is used to identify each EGM's unique EGM ID number
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1. Login to iGEM (BOS Portal)
2. Click ‘REPORTS /MONITORING REPORTS / EGM MASTER FILE’
3. Select ‘Venue’ via ‘info’ button, leave everything else as default, then click
‘Preview’.
Due to Scheduled Works (Removal of EGM’s or Installation of New EGM’s, there may
appear to be 2 EGM ID’s for the one EGM. Circle RED indicates the EGM ID’s & Circle
BLUE indicates whether the EGM is ‘ACTIVE’ or ‘DELETED’. This list will need to be printed
every time a NEW EGM has been deployed into the venue or after a SMIB
configuration/change has taken place.
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11.2 Accounting




Gaming Machine Meters- Period Balance
Gaming Machine Meters- Daily Balance
Tax Statement
Meter Adjustments
**Below is an example**
Gaming Machine Meters- Period Balance

Where to find…..TURNOVER, JACKPOT CONTRIBUTIONS, NET REVENUE &
JACKPOT WINS
1. Click ‘REPORTS / ACCOUNTING REPORTS / GAMING MACHINE METERS- PERIOD
BALANCE’.
o Enter Date Range via the ‘calendar’; enter Venue Selection via the ‘info’
button, leave the rest as default, Click ‘PREVIEW’
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$42 MIL ERROR
If you see this error or similar ‘large’ unexplainable
figure, this reflects a Meter Exception on the EGM,
which requires a Meter Adjustment
11.3 Vouchers/Hand Pays


Vouchers
Hand Pays (Book Pays) total or by attendant
**Below is an example**
Vouchers

Where to find….TICKET TOTALS (VOUCHERS/HANDPAYS-VALIDATION)
1. Click ‘REPORTS / VOUCHER REPORTS / VOUCHERS’.
o Enter Date Range via the ‘calendar’; enter Venue Selection via the ‘info’
button, leave the rest as default, Click ‘PREVIEW’
…continued
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 A
=
$
TICKETS
OUT
(BOTH
VOUCHERS/HANDPAYS)
 B = THE NUMBER OF EGM TICKETS
 C = $ VALIDATED
B
A
C
TO SEARCH FOR ‘UNVALIDATED’ TICKETS,
SELECT OPEN IN THE PAID/UNPAID FILTER;
**SAMPLE OF AN UNVALIDATED VOUCHER**
11.4 End - of - Day Meter Polling
The IGS Monitoring System daily cycle is from 6:00 am to 6:00 am the following day.
The end-of-day EGM polling (meter collection) by the IGS Monitoring System takes place
at 6:00am. (The Legacy Monitoring Systems polled at 4:00 am). Accordingly, the meter
and revenue reports produced by the IGS Monitoring System are based on the 6:00 am
meter readings. Venues that are closed at that time and all their EGM’s have zero
credits will be able to fully reconcile their daily accounting cycle with the IGS Monitoring
System reports.
Venues that have gaming activity at 6:00 and the Venue daily cycle is different from the
system daily cycle (6:00 am to 6:00 am next day) will find differences amongst the
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reports produced by the Venue staff and the iGEM generated reports. This is due to the
fact the meter collection time of the Venue differs from the system’s meter collection
time. This does not mean that the IGS Monitoring System produces incorrect or
inaccurate results.
The daily revenue and the taxation amounts produced by the IGS Monitoring System are
based on the 6:00 am meter polling.
NOTE: Jackpot Wins Report is from 00:00am – 00:00am (midnight to midnight)
12 Venue Tax Calculation and Statement
The taxation regime will be based on MONTHLY ACCOUNTING PERIODS. The tax is
calculated on the total EGM net revenue for the Venue of each month, which is averaged
out on per active EGM basis, according to the procedure approved by the VCGLR.
The IGS Monitoring System will be calculating the tax and will be providing the monthly
tax statement for each Venue. Tax statements will be available to the venues through
the reporting application of the IGS Monitoring System of the Venue website.
**Below is an example**
MONTHLY TAX CALCULATION
1. Click ‘REPORTS/ ACCOUNTING REPORTS / VENUES MONTHLY ACCOUNTING
REPORT’.
o Select the Month Period & Venue then click ‘Preview’
Meter Adjustments involving REVENUE
Successfully Performed by the venue and
Authorised by the VCGLR
Adjustments deriving
Revenue Calculations
from
‘DAYS’
X
‘AVERAGE
ENTITLEMENT’
Adjustments deriving from Tax
Calculations
MONTHLY
Meter
Adjustments
NOT/CORRECTLY
Performed during that month that involved
T/O & WINS
This is only accessible under the VENUE OPERATORS (Manager Account)
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13 Meter Adjustments
All venues are responsible to make adjustments to account for EGM malfunctions,
missing meters and exceptional meter records due to unplanned Master Reset (RAM
Clear) occurrences.
Examples of invalid meters are:

ROLLOVER: The meter is reset to zero although it had a non-zero value in the
previous poll, or has a smaller value than before (i.e. Master Reset)

RUNAWAY: The meter has an abnormally high value compared to the previous
poll (i.e. Runaway Meter).
Adjustments are allowed by the IGS Monitoring System only in cases of EGM meter
records that the IGS Monitoring System has marked as “missing” and/or “exceptional”.
The Venue Operator, though the relevant application of the Venue website will be able,
on a daily basis, to view the list the EGM’s with “exceptional” meter records from the
previous business days and will be able to enter the adjustments, that will be applied on
the calculation of the EGM net revenue.
The BOS Portal shows the gross and net values of the meters to assist the user to
calculate the adjusted amount. In addition the users can access the missing meters and
gross meter reports, in the reporting application of the IGS Monitoring System, to get
further information that may help them in the calculation of the adjusted value.
The adjustment is a two stage process, allowing the Venue personnel to do the data
entry of the adjusted values for all EGM’s and at a later stage the VCGLR to authorise or
reject the adjustments before they are finally submitted to the system for processing.
Only authorised and saved adjustment records will participate in the EGM net revenue
calculation.
Venues may adjust meters for their monthly billing period, until the first two days of the
following month. By the conclusion of the second day, a Venue Operator will not be able
to raise adjustments for the previous month. On the third day, the VCGLR will perform a
preliminary review and approve the adjustments raised.
For details on the process of adjusting a meter please follow the procedure below.
Due to scenarios where Master Resets (Unscheduled Master Reset) was performed
without ‘Last Meter Snap Polling’ taken and Meters that sustained Polling Errors
(Missing/Rollover Meters). Since this involves determining a Financial Calculation it is
strongly advised to seek assistance from internal or external personal such as
Accountants, Administration Officers, Service Providers and Gaming Analysts.
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13.1 Completing a Meter Adjustment
FORMULA TO REMEMBER
B – A + D – C = Meter Adjustment
Where




A = Daily Checkpoint/Polled Snap Shot (6am or closest to) DAY of ‘Meter
Exception’
B = Before the ‘Meter Exception Event Occurred’
C = After the ‘Meter Exception Event Occurred’
D = Daily Checkpoint/Polled Snap Shot (6am or closest to) the following day.
Example if Meter Exception Occurred on 3rd Sept at 3pm (as determined by analysing
Daily EGM Gross Meters) then
A = 6am (3rd Sept)
B = Before 3pm (3rd Sept)
C = After 3pm (3rd Sept)
D= 6am (4th Sept)
$42 MIL ERROR
If you see this error or similar ‘large’
unexplainable figure, this reflects a Meter
Exception on the EGM, which requires a Meter
Adjustment.
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1. Login into iGEM
2. Click ‘Operations / Meter Adjustments’. This will indicate which EGM’s require
Meter Adjustments on which Business Day/s.
3. Identify the EGM, Business Day and Meters to adjust.
o Login to the BOS Portal
o Select ‘REPORTS / MONITORING REPORTS / DAILY EGM GROSS METERS’
o Select the required dates (recommended to select DATE FROM 1 day earlier-to
see progression)
o Select ‘Venue’ via ‘info’ button
o Leave Operator Selection, EGM Category & Protocol (AS DEFAULT)
o Select the relevant Meters Group (as indicated in below text box)
o Find the EGM via the ‘info’ button (When screen appears Enter the EGM ID in
the field and click ‘Search’- This will find the requested EGM, click Select all
then close).
o Click ‘Preview’
Meters Group

Main – Turnover/Wins/Strokes

Main – Money In (Notes, Coins In, Cashbox, Hopper
Refills, Cashless In and Coins to Hopper)

Main – Money Out (Ticket, Coins Out, Cashless Out)
Exporting: For ease of performing calculations, it is suggested to export to Microsoft
Excel 97-2000 Data Only (XLS)
**Using Microsoft Excel**
4. For ease of identifying the formula B – A + D – C,
o Insert another column ‘A’ & highlight the rows, place the corresponding
formula letters as shown below.
o Create the formula in a ‘cell’ as shown in each spread sheet below
o The final figure must be DIVIDED by 100,000 & configured to 2 DECIMAL
Places
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5. RE-VISIT STEP 2 (iGEM)
o Once the Meter Adjustment has been calculated, proceed to enter the values
into the ‘Adjusted Net Value’ column.
o Right click the word ‘Active’ and select ‘Adjust’, write some notes to indicate
what you found.
o Click ‘Save’. The status will change to ‘Temp Adjusted’
o (If entered incorrect figure- right click ‘Temp Adjusted’ and select Create
Manual Adjustment, then click ‘SAVE’. The Temp Adjusted will change back to
‘Active’, and then proceed to enter the correct values).
TIP: FOR ‘STROKE METER’,
PLACE ‘0.00’ IN ADJUSTED NET
VALUE COLUMN
6. FINAL STEP- Authorize- To be performed by VCGLR. (NOTE: FOR METER
EXCEPTIONS THAT WERE NOT AUTHORISED/CLEARED AT THE END OF THE
MONTH PLEASE CONTACT THE VCGLR)
7. To view as a report, return to the BOS Portal.
o Select, ‘Reports / Accounting Reports / Meter Exceptions / Adjustments.
o Enter the required dates.
o Select optional fields- Adj Date, Venue Selection, EGM Category, EGM,
Exception Status, Exception Type and Reason Type.
o Select -Field (NO) Taxable- to ALL
o Click ‘Preview’
Runaway
meters/
Exceptional
Increment:
machines where
meters have
reported
excessive or
irregular
increment
levels, for
example
excessive
metered
information.
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Meter Rollover:
machines where
meters have
declined in
relation to the
previous game
date, for
example a
master reset.
13.2 Handling of Unadjusted Meter Records
EGM's with meter records that have not been adjusted by the Venue Operator by the end
of the 2nd day of the following month will not appear on the monthly taxation report.
Such adjustments may be performed and will appear on the following monthly taxation
report, as adjusted revenue from prior accounting period.
‘To facilitate timely and accurate collection of taxes, the venue operator must review
all gaming exceptions and process necessary adjustments within two days of the
conclusion of the month. Where a venue operator fails to raise any required
adjustments relating to the previous month within time, this will result in
enforcement action.
It is the responsibility of the venue operator to ensure that it is familiar with
the process for clearing gaming machine exceptions and raising necessary
financial adjustments.’ ‘Accounting & Auditing Venue Requirements’ VCGLR.
14 Gaming Equipment Incidents
A Venue Operator must not allow a gaming machine that is installed in an approved
Venue, to be played other than for testing purposes, if:
a) it does not function in the manner in which it was designed and programmed to
function; and
b) any related gaming equipment does not function in the manner in which it was
designed and programmed to function in relation to that gaming machine.
Until the gaming machine or gaming equipment is functioning in the manner in which
it was designed and programmed to function.’ Refer to 3.5.21 Gambling Regulation
Act 2003
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14.1 Venue-Initiated Incidents (EGM’s - including
Unscheduled Works)
All faults in and on EGM’s are the Venue Operators responsibility. The Venue
operator should call their own Gaming Services Provider or EGM Technician for
assistance with EGM faults.
If unscheduled works to an EGM are to be performed by a Venue Operator the
EGM Technician engaged by the Venue Operator, must follow the procedure
below
IMPORTANT: THE VENUE OPERATOR OR THE EGM TECHNICIAN MUST FIRST CALL THE
IGS HELP DESK PRIOR TO PERFORMING ANY UNSCHEDULED WORK.
As can be seen from the overview diagram (below) the basic steps are:
1. The Venue Operator must contact their Service Provider to arrange for an EGM
Technician to visit the Venue.
2. The EGM Technician performs their diagnosis. In some cases the EGM would then
need to be disabled (e.g. a Master Reset). In the event, IGS Help Desk is not
called before a Master Reset, a Last Meter Snapshot will have not occurred,
therefore the EGM will exhibit an Exception and will need a Meter Adjustment to
be made by the Venue the following day or within 2 days of the conclusion of the
month. For further information see document ‘Accounting & Auditing Venue
Requirements’ produced by the VCGLR
3. IGS to Perform Last Meter Snapshot and/or to Disable EGM (if applicable)
4. The Technician should proceed to repair the EGM. Once completed the EGM
Technician will perform Significant Events testing, and confirms that the EGM can
communicate with IGS (iGEM) then requests the IGS Help Desk to re enable the
EGM again
Venue
Service
Provider
IGS
Service
Provider
Venue
•Calls
Service
Provider
•Technician
Visits Venue
•Calls IGS
Helpdesk
•Requests
EGM to be
Disabled (if
applicable)
• Perform
Last-Meter
Snapshot (if
applicable)
•Disables
EGM (if
applicable)
•Technician
Repairs EGM
•Re-Certify
EGM (if
applicable)
•Calls IGS
Helpdesk
•Requests
EGM to be
Enabled
•EGM Enabled
and
operational
•Complete
EGM Log
Book and
Venue
Incident
Register
5. The Venue Operator must confirm with IGS that the EGM (s) are operational.
IMPORTANT: Relating to Stand Alone Progressive (SAP) EGM’s. The Venues EGM
technician will be required to inform IGS Help Desk of the Start and the Current Pool
Levels (values), before commencing. Download the official form ‘IGS Master Reset Form’
from our website.
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14.2 Venue Initiated Incidents (Relating to IGS Monitoring
Equipment)
‘A Licensed Monitor must not allow a game to be played on a gaming machine of the
Venue operator unless the gaming machine is connected to the monitoring licensee's
approved electronic monitoring system.’ Refer to 3.5.17B of the Gambling Regulation
Act 2003
As a reminder, the IGS Monitoring Equipment (and related) is shown below:
The flow of this process is shown below:
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GIE
•Contacts IGS Help
Desk
•Indicates possible
IGS Equipment
Faiilure
IGS
•Validates(Caller,
Venue,)
•Incident Record
Created
•Service Provider
notified
Service
Provider
•Technician
performs fault
diagnosis
•Completes work
•Performs
Significant Event
testing
•Confirmation of
Significant Events
review through
the iGEM Website
•Completes IGS
Works Form and
faxes to IGS Help
Desk
IGS
•Confirms receipt
of IGS Works
Form
•Confirms
communication
14.3 Occurrences
IMPORTANT: The various reports accessible on iGEM can be used to assist Venues with
Patron Dispute Resolution matters. For further assistance contact IGS Help Desk or
access BOS Portal ‘Accounting Reports’
All EGM’s exhibit some sort of movement of money over their lifetime. EGM master soft
meters figures can vary from the actual cash content in the EGM. Examples include:
 Coin, Banknote or Hopper Jam
 Short Payments
 Illegal Coin Out & Spillages
IMPORTANT: It is the Venue’s responsibility to account for any loss or gain in money
from an EGM. IGS Help Desk can assist in identifying specific reports on iGEM that could
aid in a resolution. For further information see also document ‘Accounting & Auditing
Venue Requirements’ produced by the VCGLR.
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Customer/Venue
Venue
•Made aware of
occurrence
IGS
•Access EGMs
Audit menu
• Notifies IGS (if
applicable)
•If Advised,
then:
•Request all
occurrences to
be put in
writing and
sent to IGS via
post, fax or
email
•On receipt of
the occurrence
create Incident
Record
•IGS will
respond within
21 days
14.4 EGM Credit Limit
Victorian National Standard (10.0, section v9.18) states ‘When accumulated credits
reach a value of $1,000, the gaming machine must not accept any further cash input
(coin, note or electronic transfers) Cases where the insertion of a coin or note takes
place when the accumulated credit is below $1,000 and the insertion of the coin or note
causes the credit to exceed $1,000 are not acceptable ie if the accumulated credits are
$951, then the bank note acceptor must not accept a note to the value of $50, however
it may accept lower note configurations, provided that the accumulated credits will not
exceed $1,000’ Note that electronic transfers will be permitted for the purpose of paying
EGM and/or Jackpot prizes.
IMPORTANT: IGS have set ‘system parameters’ for all EGM’s throughout Victoria to
comply with this standard.
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15 Appendices
15.1 Appendix A – Examples of Forms
15.1.1 IGS Venue Works Form
NOTE: This form is subject to review and change from time to time.
.
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15.1.2 Certification and Installation Form
GAMING INDUSTRY EMPLOYEE (TECHNICIAN) AND ENTITLEMENT HOLDER CERTIFICATE OF INSTALLATION
(Section 3.5.16 (1) & (3) Gambling Regulation Act 2003)
PART A – to be
completed by GIE
VENUE NAME:___________________________________________VENUE ID:________________
I, _________________________________________________________(print full name) holder of Gaming
Industry Employee (GIE) Licence No: _____________certify, with respect to the attached Gaming Equipment
Manifest signed by me / exceptions listed below: *
that I have installed and taken all reasonable precautions to ensure the gaming equipment referred to in
the Gaming Machine Manifest / exceptions listed below * is functioning in the manner in which it is
designed and programmed to function.
Exceptions
The gaming machines and / or gaming equipment listed below are / are not * functioning in the manner in
which they are designed and programmed to function and are / are not * covered by this certification.
* Cross out whichever is not applicable
GM
Floor
Position No
VCGLR 10 Digit ID No
Original Scheduled Work
Date
Other gaming
equipment
GM
Floor
Position No
VCGLR 10 Digit ID No
Original
Scheduled
Work Date
Other gaming
equipment
Signed at _______________________ on this ______ day of ______________ 20_____ at _______hours
_____________________________________
(Signature of GIE Licence Holder)
NOTE: it is an offence for a holder of a Gaming Industry Employee’s licence to sign a certificate knowing it to be false (penalty: 100 penalty
units)
In the presence of ______________________________________________________(name of witness)
_____________________________________________________________________(address of witness)
________________________________________
(Signature of witness)
PART B – to be completed by Entitlement Holder
1.
I, _________________________________________________________(print full name), being the
Entitlement Holder/ Delegate of the Entitlement Holder for the approved venue stated in Part A above,
certify that the gaming equipment identified on the attached manifest is functioning in the manner in
which it is designed and programmed to function.
2.
I have verified that the Technician who carried out the work holds a gaming industry employee licence.
Signed at _______________________ on this ______ day of ______________ 20_____ at _______hours
_____________________________________
(Signature of Entitlement Holder or authorized delegate)
NOTE: it is an offence for an Entitlement Holder to sign a certificate knowing it to be false (penalty: 100 penalty units)
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15.2 Appendix B - FAQ’s
1. If I have concerns about any monitoring issues who can I contact?
A. Please
call
the
IGS
HELP
DESK
on
telephone
1300
764
495.
2. Who is responsible for IGS Equipment, inside and outside of EGM’s?
A. IGS is responsible for its own commissioned infrastructure. The 5 Key
components include (iSMIB, Hub/Switch, LHMC, microlot and Site Controller
(Communications Cabinet)).
IGS has its technical contractors who will
perform the necessary tasks to ensure that any issues relating to the
Monitoring Equipment are rectified..
3. Who do we call for EGM Faults?
A. You should call your own gaming service provider or EGM technician for physical
EGM faults. You can contact IGS Help Desk for any necessary interaction with the
monitor for any system related faults such as host disabled, disabled D-Bit,
events log full etc.
4. How do I access iGEM on the Venues PC?
A. You will need a computer with an active Internet Connection to access iGEM.
Please contact the IGS Help Desk to obtain your access details.
5. A Monitoring Equipment technician has arrived at my venue stating IGS
has sent him or her to perform a task on the Monitoring Equipment, but
no communication was received from IGS what do I do?
A. IGS will generally advise you in advance of any required work on the
Monitoring Equipment in your Venue, except in cases of emergency. Please
refer to clause 11 of your Venue Monitoring Services Agreement for IGS’s
rights of access to your Venue. However, if you have not received prior
notice, please contact our Help Desk for clarification. All IGS Technicians will
identify themselves. You should ask to see their Gaming Industry Employee
Licence issued by the VCGLR if you are in any doubt. You are entitled to be
present if IGS Technicians are on-site at your Venue.
6. The Venue is in the process of being sold, do I need to notify IGS?
A. Yes. You must inform IGS of any change of ownership of your Venue. Clause
26 of the Venue Monitoring Services Agreement deals with assignment of your
agreement with IGS and change of ownership procedures
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15.3 Appendix C – Reference Material
ID
Document Name
[1]
Gambling Regulation Act 2003
[2]
[3]
Gambling Regulation Regulations 2005
Accounting & Auditing Venue Requirements- VCGLR
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15.4 Appendix D – VCGLR Activity Codes for Scheduled
Works
NOTE: The table is subject to change pending VCGLR & IGS directives.
Activity Code
AE1
AE2
AV1
DN
DNT
DCR
GCH
CCH
HR1
HR2
HR3
IM1
IM2
LA1
LA2
Description
Commision a new
EGM in the venue by
increasing the
number of actual
active EGMs
Re-Commision EGMs
in the venue after
temporary downsize
more than 24 hours
Commission
EGM/Device during
the creation of a
new venue
EGM Decommission,
when a venue is
closed
EGM Decommission,
during temporary
closure (EGMs in
Venue's Warehouse
Data Correction
EGM Game change
through the host,
without technician
intervention
EGM Credit Value
change through the
host, without
technician
intervention
Hardware Retrofit
with Logical Door
open (all devices)
Hardware Retrofit
with no Logical Door
open (all devices)
Hardware Retrofit
for Jackpot EGMs
Internal move of an
EGM to a position
that was previously
allocated to another
device
Internal move of an
EGM due to a new
layout
Logical Access Game Change
Logical Access Credit/Denominatio
Intralot Gaming Services Pty Ltd
VCGLR
Notification
prior to the
Effective Date
Yes
VCGLR Approval
prior to the
Effective Date
Venues to
indicate Date
and time
Yes
Yes
VCGLR
Notification
after the
execution (IGS)
Yes
Yes
Yes
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
Yes
Yes
Yes
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Yes
Yes
No
No
Yes
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Activity Code
Description
VCGLR
Notification
prior to the
Effective Date
VCGLR Approval
prior to the
Effective Date
Venues to
indicate Date
and time
VCGLR
Notification
after the
execution (IGS)
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
Yes
No
No
Yes
N/A
N/A
No
Yes
N/A
N/A
N/A
Yes
N/A
N/A
N/A
Yes
N/A
N/A
N/A
Yes
n Change
MR
MV1
MV2
RN
SD1
SD2
SU
JSU
JHU
JSH
Master Reset Unscheduled master
reset during a
scheduled work
Redeployment Installation of a
replacement device
in the same position
(New EGM)
Redeployment EGM Transit IN/OUT
between Venues
Renumber - The
EGM is not moved.
Just the floor
position is changed
Short time Venue
EGMs disconnection
for less than a day
due to Venue
alterations
Short time
Disconnection due to
On/Off Basis
Software Upgrade
Jackpot Software
Upgrade
(Controllers)
Jackpot Hardware
Upgrade
(Controllers)
Jackpot Software
Host
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15.5 Appendix E – Document Information
15.5.1 Document History
Author/Reviewer
Date
Version No
Reason for change
Dennis
Melifronides &
Raymond Le Toille
March – April
2012
0.1
Initial draft
David Sidwell
April 11th and
12th 2012
0.2 – 0.3
Tech writer first edit
David Sidwell
April 12th 2012
0.31
After first review with Raymond and Dennis
David Sidwell
April 13th –
April 23rd 2012
0.32 – 0.38
After reviews with Raymond and Dennis
David Sidwell
May 15th – 24th
0.40 – 0.43
After internal and external (VCGLR) reviews. Draft
0.44 withdrawn due to errors.
David Sidwell
May 30th 2012
– June 8th
2012
0.45 – 0.49
Minor changes by DM, RLT and DS
David Sidwell
July 17-18
2012
0.51
DM, RLT and DS. Following review of document by
VCGLR
David Sidwell
August 6-7,
2012
0.52 to 0.57
DM, RLT and DS further content and format
changes
Craig Durham
August 10th
2012
0.58
Legal (General Counsel) edit followed by Dennis
edit, another review with Craig and edit by Dennis.
David Sidwell
August 13th –
14th 2012
0.90 – 0.91
Final Technical Writer layout review following
further reviews by Legal and Raymond & Dennis>
Pending approval of full 1.0 release.
David Sidwell
August 14th
2012
1.0 (candidate)
Awaiting ‘sign off’ via completion of “Approval and
Distribution” table below.
Dennis
Melifronides,
Raymond
Le’Toille, Jason
Allison
April 16th ,2013
2.0
DM, RL & JA. Further content and format changes
Intralot Gaming Services Pty Ltd
Confidential | External
Page 63
Venue Procedures Manual
[Version 2.0 - 16/04/2013]
15.5.2 Approval and Distribution
Version
1.0
Date
August 14th 2012
Approved by
Legal Dept. Craig Durham
Distribution
External (Venues, VCGLR)
Operations Dept. Andrew
Paras
Intralot Gaming Services Pty Ltd
Confidential | External
Page 64