GAMING FREQUENTLY ASKED QUESTIONS – Publican Partners FAQ

This article is intended to provide useful guidance to Publicans in relation to gaming machines questions.

Question: Who do I call if something goes wrong?

Answer:

• If it’s an AWP (fruit machine), first try turning it off at the power socket, waiting for 60 seconds with it power off, then turning it back on again.  
• There will be a sticker on the piece of equipment, at the front left of the machine, with the supplier’s name on, which has a phone number to call to place an out of order call – have a piece of paper & pen handy to note the call reference number, the time & date of the call, in case you need to chase-up later. 
• Do not rely on a collector to place a call-out for you.

Question: What are the service numbers for the supplier?

Answer:

• Regal – 084 5705 6352
• Inspired - [e-mail]   / 012 8389 9299 
• Bob Rudd – 019 1217 3720
• SX Leisure – 034 4800 1333

Question: What if something breaks out of hours?

Answer: There will be either a call centre answering calls, or an answer phone service which will be picked up when the suppliers are back in work the following day.

Question: How do I get new cue tips/chalk/balls for my pool table?

Answer: Call the number that is on your machine sticker and ask. You can also try asking your collector.

Question: How many re covers of a pool table do I get a year and how do I ask for one?

Answer: You are entitled to two per year, however, this is limit & not a target; do not feel you need to use these. If a table is looked after properly it can last a long time and will cause less disruption for the players.

Question: How often do I need to refill my AWP (fruit machine)?

Answer: Every day. This is to be completed before trading preferably. Its likely that your machines wont need refilling every day, but best to check, as if the hopper runs low this can restrict play & can cause breakdowns.

Question: How do I request a machine change?

Answer: Due to most machines now being digital, a cabinet can be in a site for a long period of time. Despite the cabinet staying the same, the games that are on it are continually updated and changed. This has removed the need for changes frequently. If you are unhappy with your current machine talk to your representative from your supplier, call the service centre, or contact your Regional Manager.

Question: When can people play on our gaming machines?

Answer: The machines can only be used during your licensed hours. Any play outside these times is against the law. This includes customers and staff.

Question: Jukebox isn’t updating

Answer: This is usually sites Wi-fi or cables dislodged – they need to place a call-out with the supplier

Question: Can we play Poker in Pubs?  What are the rules?

Answer: Yes, as long as you stick to the guidance from the Gambling commission;

• The maximum daily aggregate amount that can be staked or won per pub is £100 (a gaming day is defined as 12 noon until 12 noon).
• The maximum daily aggregate amount that can be staked or won per player is £5. 
• No deductions may be taken from the stakes which must all be paid as prizes. 
• Cash games should not be allowed, and chips should be used. 
• All equipment used for poker must be supplied by the premises. 
• No person under the age of 18 is allowed to play. 
• The games must be played in an area which can be adequately supervised. 
• All players must register and to ensure daily limits are not exceeded a record must be kept of:

- The number of games played
- The number of players
- The amounts staked
- The DPS is responsible for compliance with the code of practice

A quick guide on Poker in Pubs can be found here.

Question: Can we play Bingo in pubs? What are the rules?

Answer: Bingo can be offered at Pubs as long as the games are for adults only and are not linked with games played at other premises. There are also limits on the amount which can be charged for participation.

Pubs must ensure that the maximum stake of £5 per person per game is enforced, and that they do not exceed £2,000 per week in stakes and prizes.

A full Bingo in Pubs guide can be found here.

Question: Can we just play any Music in our pub for free? 

Answer: If you play recorded music at your pub (including background music, music on a CD, streamed music, radio or music channels) you will need a license.

This has changed recently and is now called TheMusicLicense. This supersedes the previous PPL and PRS licenses.

The cost of the license varies and is based on the venue and how the music is used.

You can apply for TheMusicLicense via the Gov.UK website here. Or for more information please visit PPL PRS here.