Gaming Services & Support

As a Licensed Monitoring Operator (LMO) in Queensland, Odyssey has significant responsibilities to ensure that the appropriate information is collected and delivered to the government, and that the gaming equipment installed into clubs and hotels is the correct type and has been approved by the regulatory authority. There are numerous legislative and administrative compliance requirements that are addressed by Odyssey on a day to day basis, to ensure gaming operations are allowed to continue across our network.

Odyssey Gaming provides personalised service for the repair and maintenance of all gaming machines. Our dedicated technicians are assigned to specific QLD regions to ensure that they can build a rapport with their client base and understand the requirements of the venues in their area.

Each technician is equipped with an extensive range of parts to cater for all brands of gaming machines. Teams are also supported by dedicated Odyssey service warehouses throughout QLD, which hold a wide range of spare parts. Our warehouses work hand in hand with our in-house repair centre to provide clients with timely service turnarounds.
Technicians are available 7 days a week from 8am to 10pm and are supported by the Odyssey Customer Support Team, who manage all gaming machine service requests.

For service requests please contact the Odyssey Support Centre on 1300 765 437.

Odyssey’s customer support centre is at the heart of our operation. It plays a crucial role in the ongoing delivery of customer support services to our venues.

The Customer Support Team is a diverse group of professionals with backgrounds in a variety of different industries, they provide system and technical support to both external clients (clubs, hotels and casinos) as well as to our internal clients (sales; IT; training; products; technicians and warehouse).

Inbound calls to the support centre are handled by our new intelligent business application that can classify, prioritise, and assign customer support inquiries to help us maintain quality of service even when customer demand spikes.

Customer support is available 7 days a week: Monday – Thursday between 8am – 12.30am, Friday 8am – 1.30am, Saturday 9am – 1.30am & Sunday 9am – 12.30am.

Client Services, is a dedicated team responsible for overseeing the scheduling and coordination of all site job requests.

The team is the first point of contact for venues when they have placed gaming machine orders/conversion orders or have new gaming room plans approved.

The team manages the ongoing communication between Odyssey, OLGR, our venues, technicians, manufacturers, and third-party providers in order to understand and assist with the planning of gaming machine and room changes.

Odyssey Gaming’s regulatory obligations are extensive, and compliance is imperative for effective ongoing operation in our highly regulated industry.

The compliance department works closely with stakeholders within Odyssey and maintains relationships with regulatory authorities such as the Queensland Office of Liquor and Gaming Regulation. We also work with licensed gaming venues, electronic gaming machine manufacturers and third-party suppliers of regulated systems and hardware.

In addition, to ensure ongoing compliance within the Odyssey network, we can assist licensees with regulatory queries and provide advice on when to contact OLGR directly.

Our skilled and experienced trainers have extensive knowledge of all Odyssey systems. Their combined, 50+ years of hands-on gaming industry experience, means they have an excellent understanding of how gaming venues operate.

Our Trainers aim to empower your team by helping them to develop the necessary skills to operate efficiently within their roles. They ensure all your training needs are met and that the training experience is enjoyable.

To ensure training translates into real world understanding, we take the time to understand your current gaming processes and procedures and then incorporate them into a personalised training program, giving your Team the skills and confidence needed to kick goals from day one! From pre-installation to system install and post integration, our trainers are on site to providing assistance and support to your team.