2.1. Malfunction Dispute

2.1.1. The Management reserves the right to refuse to pay a player for a wager made on a gaming machine if the management believes, on reasonable grounds, any one of the following: 

• EGM (Hardware) Malfunction refers to a technical issue or problem that arises in the hardware of the machine, such as the computer, motherboard, or electronic circuits, that prevents it from operating properly or as intended. 

• EGM (Software) Malfunction refers to a technical issue or problem that arises in the software or programming of the machine that prevents it from operating properly or as intended. EGM software malfunction may result in the machine not functioning correctly, not paying out winning amounts as they should, or producing erroneous results. These malfunctions can occur for a variety of reasons, such as a software bug, a programming error, or an issue with the random number generator (RNG) that generates the outcomes of the game. 

• EGM Management System Malfunction refers to a failure or error in the computer-based software system that is designed to manage and monitor the operation of electronic gaming machines (EGMs) in a casino or gaming establishment. A malfunction in the EGM management system can cause a variety of issues, such as errors in tracking player activity, failure to monitor or report machine performance, or inaccurate data collection. 

• External Jackpot Link Malfunction refers to a failure or error in the computer-based software system that is used to connect and manage a network of electronic gaming machines (EGMs) that are linked together to create a shared, progressive jackpot pool. External jackpot link malfunctions can result in a variety of issues, such as incorrect tracking of player wagers and contributions to the central jackpot pool, inaccurate calculation of the jackpot amount, or problems with the linking of the EGMs themselves. 

2.1.2. In the event of a malfunction, the "Malfunction Voids All Pays and Plays" policy, identified as Policy Number PZ04-004-1.0: Machine Malfunction, will be strictly enforced. This means that any payouts or plays affected by the malfunction will be voided, and the machine will be taken out of service until an inspector has examined and investigated the reason for the malfunction. 

• Unresponsive touch screens, games freezing mid-play, I-Display (game tracking) lost connection or hang, and the machine automatically restarting or shutting down.  

• Experience errors while playing include software, hardware, or network connectivity issues that may prompt the machine's security protocol to lock up and display error messages such as "System Error," "Machine Error," "No Game Comms," "Host Disable," "Bill Acceptor Error," "Door Mismatch," or "Call Attendant."  

• Failing to check the table limit. 

• Failure to properly announce "no more bets" or dealing the game too quickly, leading to players being unable to place their intended bets. 

• Failing to offer insurance or not following standard operating procedures/guidelines. 

• Failing to announce the last shoe of the game to customers. 

• Failing to "Pause" the game as requested by a player, causing the player to be unable to make a game decision. 

• Players may make incorrect game decisions due to being unfamiliar with the game mechanics or not understanding the rules of the game. 

3.2. METG Blackjack 

3.2.1. Anomalies caused by machines or system include, but are not limited to: 

• Unresponsive touch screens, games freezing mid-play, I-Display lost connection or hang, and the machine automatically restarting or shutting down.  

• Touch screen becoming out of sync during the game, which can cause players to make unintended decisions when choosing actions such as "Hit", "Stand", "Double Down", "Split", or "Surrender". 

• Experience errors while playing include software, hardware, or network connectivity issues that may prompt the machine's security protocol to lock up and display error messages such as "System Error," "Machine Error," "No Game Comms," "Host Disable," "Bill Acceptor Error," "Door Mismatch," or "Call Attendant."  

3.2.2. Anomalies caused by human error include, but are not limited to: 

• Failing to check the table limit. 

• Failure to properly announce "no more bets" or dealing the game too quickly, leading to players being unable to place their intended bets. 

• Failing to offer insurance or not following standard operating procedures/guidelines. 

• Failing to "Pause" the game upon a player's request while temporarily leaving the table to secure additional funds for an insurance, double down, or split bet, resulting in missed opportunities to make game decisions. 

• Players may make incorrect game decisions due to being unfamiliar with the game mechanics or not understanding the rules of the game. 

• A player may fail to make a game decision before the default game timer runs out, resulting in an automatic game decision made by the system. This can happen because the player may be absent from the game or simply unable to make a decision in time. 

3.3. METG Roulette 

3.3.1. Anomalies caused by machines or system include, but are not limited to: 

• Unresponsive touch screens, games freezing mid-play, PID-Display lost connection or hang, and the machine automatically restarting or shutting down.  

• During the game, the touch screen may become out of sync, resulting in unintended player decisions or an inability to cancel bets. 

• Experience errors while playing include software, hardware, or network connectivity issues that may prompt the machine's security protocol to lock up and display error messages such as “Center Error”, "System Error," "Machine Error," "No Game Comms," "Host Disable," "Bill Acceptor Error," "Door Mismatch," or "Call Attendant."  

• Ball fails to launch or bounce back into the center after being launched, resulting in no game result. 

• Showing inaccurate game winning result compared to actual ball position on roulette wheel. 

• Anomalies in the bet timer system that may result in incomplete bets or missed bets entirely. 

3.3.2. Anomalies caused by human error include, but are not limited to: 

• Players may make incorrect game decisions due to being unfamiliar with the game mechanics or not understanding the rules of the game which includes minimum bet limit. 

• The game was not stopped or paused in time during a machine error occurrence or dispute case, which may result in players missing the opportunity to place their bets. 

• Staff actions that may result in players missing their betting opportunities include, but are not limited to, slow processing of credit card transactions during high traffic times, delayed hand pay requests, and disputes. 

3.4. Slot Machine 

3.4.1. Anomalies caused by machines or system include, but are not limited to: 

• Unresponsive touch screens, games freezing mid-play, and the machine automatically restarting or shutting down.  

• Experience errors while playing include software, hardware, or network connectivity issues that may prompt the machine's security protocol to lock up and display error messages such as "System Error," "Machine Error," "No Game Comms," "Host Disable," "Bill Acceptor Error," "Door Mismatch," or "Call Attendant". 

• The failure of the service window to load content from the server can cause disruptions in the machine display, and in some cases, may result in the machine restarting. 

• Machines may accept cash or TITO, but fail to transfer the corresponding credits to the player's credit. 

• The jackpot display may become out of sync or hang, causing delays or confusion for players. 

• Machine button being stuck or broken may cause the game to continue running with unintended betting, potentially resulting in a loss for the player. 

• System or network link breakdown. 

• Anomalies in slot machines that result in under or overpayment of credits compared to the specific game's pay table or chart. 

3.5. Any suspicious or fraudulent activity observed during the game. 

4. Guest Rights and Obligations 

4.5. Members must comply with all applicable laws and regulations, including gaming tax rules set by the government.

4.6. Members must behave in a respectful and non-disruptive manner. 

4.8. Members are refraining from taking photos or videos inside the casino without permission. 

4.9. Members who cause damage to any Palazzo Club property or equipment will be subject to penalties according to the value of the damages. Any dispute concerning damages or penalties will be settled in compliance with the relevant policies and procedures set by Palazzo Club management. In some cases, customers may also be banned or even face legal consequences if the damage or vandalism is particularly severe. 

4.10. Members are prohibited from engaging in any illegal or fraudulent activities, including but not limited to theft, credit card fraud, money laundering, loan sharking, and the use of counterfeit currency. 

4.12. In the event of a problem or gaming irregularity with a slot machine or a discrepancy with the amount of credits a guest is entitled to, guests should follow these steps: 

• Immediately stop playing on the slot machine. 

• Report the problem or discrepancy to Palazzo Club floor staff immediately. 

4.13. Guests are allowed to reserve one machine on the mass floor for a maximum of 24 hours, provided that they meet the requirements for active machine reservation. Any disputes regarding machine reservation will be resolved in accordance with Policy No. “PZ 04-008-1.0: Machine Reservation." 

5. Gaming Regulations 

5.2. Bets are based on set machine denominations (EGM) and table limits (METG). 

5.5. EGM top award or maximum payout are based on game type, machine denomination and PAR (Paytable and Reel) chart. 

5.6. METG top award or maximum payout are based on game type (Baccarat, Blackjack, Roulette or Sic-bo), specific pre-set default game and house rules, wager limit and maximum payout allowed by Palazzo Club. 

7. The Guest confirms that he/she is entering the Premises at the invitation of Palazzo Club and any claim, issue, dispute or liability arising from the Guest’s usage of the facilities and/or participation in the games in the Premises, are strictly between the Guest and Palazzo Club and do not involve any other party. Details of Palazzo Club may be requested from the staff in the Premises. The owner will not be liable in any way whatsoever, and;

8. The Guest further acknowledges and agrees that if they undertake any gaming activity in or on the Premises, they do so freely, voluntarily and absolutely at their own risk including the risk of financial loss. In addition, notwithstanding any statement, reading or notification whether generated by any equipment or machinery, no liability will arise to pay any amount or winnings on any gaming machine in the Premises which is more than the maximum amount as printed on the gaming machine or in any other form that is exhibited in the Premises. 

9.1. has read and understands, and agrees to, this waiver of his/her legal rights and exclusion of liability; 

9.2. fully understand that this waiver and exclusion of liability, may be pleaded as an absolute bar in answer to any claim of whatsoever nature by the Guest;  

9.3. fully understands that Palazzo Club and/or Ocean Place Joint Venture Company Ltd. will rely on this waiver and exclusion of liability; 

9.4. signs this waiver and exclusion of liability freely and voluntarily and agree that this shall be a complete and unconditional waiver of any claim or right against Palazzo Club and/or Ocean Place Joint Venture Company Ltd.; and 

9.5. agrees fully that in the event of any inconsistency as to these conditions or dispute as to the interpretation of these conditions, the decision of Palazzo Club will be final.