# COMAR Title 36 — Maryland State Lottery and Gaming Control Agency

## Subtitle 03 — Gaming Provisions

### Chapter 10 — Video Lottery Facility Minimum Internal Control Standards

#### Regulation .50 Off-Site Customer Service Location.

*COMAR 36.03.10.50*

A. A facility operator may establish an off-site customer service location for a player to:

  (1) Establish a customer deposit account and make a deposit under Regulation .23 of this chapter; and

  (2) Pay a counter check under Regulation .28 of this chapter.

B. A facility operator that uses an off-site customer service location shall have internal controls that require:

  (1) Establishment of a compliance program required under COMAR 36.03.10.07.Q, that is updated to include the off-site customer service location operation;

  (2) Identification of the:

    (a) Address of the off-site customer service location;

    (b) Date the off-site customer service location is expected to open;

    (c) Name and contact information of the off-site customer service location manager;

    (d) Off-site customer service location telephone number(s);

    (e) Off-site customer service location normal hours of operation; and

    (f) An organization chart listing all positions that will have responsibility over Maryland operations related to the off-site customer service location;

  (3) Commencement of an off-site customer service location operation only after receiving Commission approval;

  (4) An employee independent of the off-site customer service location operation and the cage department to submit a monthly listing and reconciliation of all outstanding credit instruments that have been transferred to branch offices to the credit issuances and payments recorded by the cage;

  (5) An Off-Site Customer Service Location Report to be maintained by the licensee and updated quarterly to include the following for each off-site customer service location:

    (a) Address and telephone numbers;

    (b) If applicable, opening and closing date;

    (c) Name of the off-site customer service location manager;

    (d) Off-site customer service location normal hours of operation; and

    (e) Year-to-date and previous calendar year dollar amounts of the following Maryland specific transactions received or disbursed, and controlled by, the off-site customer service location:

      (i) Cash deposits, noncash deposits, and total deposits;

      (ii) Cash withdrawals, noncash withdrawals, and total withdrawals; and

      (iii) Cash payments on credit instruments, noncash payments on credit instruments, and total payments on credit instruments;

  (6) The Off-Site Customer Service Location Report to be submitted to the Commission no later than 30 days after the end of the calendar year;

  (7) An off-site customer service location to maintain the following records for Maryland video lottery operations:

    (a) A separate monthly log, by day, of payments received on credit instruments that includes:

      (i) Player’s name on an account to which a payment is being applied;

      (ii) Name of individual making a payment;

      (iii) Date of payment;

      (iv) Amount of payment; and

      (v) Whether a payment was by cash, check or other financial instrument;

    (b) A separate monthly log, by day, of all funds deposited and withdrawn that includes:

      (i) Player’s name on an account to which the funds are being applied;

      (ii) Name of the individual making the payment;

      (iii) Date of deposit or withdrawal;

      (iv) Amount of deposit or withdrawal;

      (v) Whether the transfer of funds was made by cash, check, or other financial instrument; and

      (vi) New ending account balance; and

    (c) Monthly record of currency exchange rate gains and losses and money changer fees in conjunction with a player’s payment on a credit instrument that includes:

      (i) Player’s name;

      (ii) Date of receipt; and

      (iii) Amount of payment; and

  (8) Any costs associated with the Commission’s audit or review of an off-site customer service location operation to be reimbursed by the licensee to the Commission.

C. An off-site customer service location may not open until the Commission approves:

  (1) The internal controls described in §B of this regulation; and

  (2) An activation request submitted by the facility to the Commission.