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On 17 March 2018, the monitoring system operated by Intralot Gaming Services (IGS) experienced a significant outage which impacted more than 300 gaming venues .
The Victorian Gambling and Casino Control Commission (VGCCC) takes all such incidents seriously.
During the incident and post its resolution, the VGCCC has had ongoing discussions with IGS and industry stakeholders to assess whether appropriate action was taken to resolve the issue in an efficient and effective manner, and to determine the adequacy of communication to gaming venues during the incident.
IGS has advised that the venue outage occurred when a venue site controller with an expired security certificate was unable to automatically renew the security certificate. Due to the failed renewal process, the venue site controller was brought offline, as expected in line with integrity protocols, and as a result game play was prevented at specific venues. Once the cause was identified manual intervention was required to re-issue the certificate, reboot the site controller and recommence game play. Following this process game play appears to have been restored.
Although the cause has been identified and the issue resolved, the VGCCC will continue to investigate the matter and work with IGS to ensure remedial action taken by IGS will reduce the possibility of recurrence.
The VGCCC will also work with IGS to ensure it improves its communication to venues when such incidences occur.
The VGCCC understands that several venues are also seeking clarity regarding their ability to seek damages from IGS as a result of the network outage. The VGCCC will look to publish further information on its website in relation to the damages claim process.
