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Illinois Gaming Market

What should I do if a Video Gaming Terminal Stops Working?

December 12, 2017

“Any sufficiently advanced technology is indistinguishable from magic” - Arthur C. Clarke

You've made the decision to get slot machines. You signed on with a Terminal Operator. And you've finally gone live with your machines (and hopefully seeing the revenue come in!). However, there may be a time in which you'll find your machines stop working, so we've laid out everything you need to know if this should happen. As we all know, technology is not infallible. From cellphones to computers and more, most of us living in modern society know firsthand that dealing with a malfunctioning device can be stressful, confusing, and costly. With Video Gaming Terminals (VGTs) in Illinois, however, the burden of fixing a broken machine doesn’t rest on the business owner.

Despite best efforts to properly care for and regularly service the gaming machines at your establishment, technology can inevitably malfunction. Not to worry! With the help of your Terminal Operator as well as the Illinois Gaming Board, the process to get everything running smoothly is streamlined and simple. Getting your machine working and earning money is just a phone call away.

Download a cheat sheet of video gaming industry termsYou may have noticed a sign in the gaming area stating “Who Do I Call?” This sign contains the service phone number leading directly to Accel Entertainment’s main office. We have one call center for our statewide operation so you don’t have to be worried about being transferred somewhere across the state in order to discuss the issue.

An Accel service solutions manager will take your call and get the ball rolling. No long hold lines and no getting transferred endlessly to other departments. It is just a conversation with a real person who is ready to help find a solution.

During the call, the service solutions manager will log all pertinent info: name of your location, city, which machine is having the issue, and what the issue entails. From there, Accel Entertainment will dispatch a technician to you on the same day.

On average, it takes around an hour from the call coming in to the technician being onsite. Ninety eight percent of the issues we see can be fixed the same day. These repairs are at no cost to your business. Accel handles all costs associated with broken machines (except for those that are intentionally or maliciously damaged and go unreported). We dispatch the technician, pay them, and make sure your machine is fixed as soon as possible.

You see, we at Accel Entertainment take the success of our VGTs and our relationship with our customers very seriously. If a machine is broken, fixing it is our priority. You can trust us to get things back up and running again on a timeline that makes sense. After all, it’s our business to make sure the gaming industry remains accessible and beneficial to business owners and patrons across Illinois.

Do you need assistance with your VGTs right now? Contact us.

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