Sec. 36.03.10.50. Off-Site Customer Service Location

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.