5 Questions Every COAM Operator Should Ask Before July 2026

With the July 2026 deadline approaching, Georgia COAM operators are evaluating their options for HB 353 compliant payouts. But not all solutions are created equal, and the wrong choice could cost you players, money, and peace of mind.

Before you sign with any provider, make sure you can answer these five critical questions.

Question 1: Is the Provider Actually HB 353 Compliant?

This sounds obvious, but you'd be surprised how many operators assume compliance without verifying it. HB 353 has specific requirements that your payout solution must meet.

What to Ask:

• Are you a licensed money transmitter in Georgia?
• Do your gift cards meet the statewide redemption requirement?
• Can you provide documentation of HB 353 compliance?
• How do you handle reporting to Georgia Lottery?
• What happens if regulations change?

Question 2: What's the Total Cost of Ownership?

The cheapest option upfront isn't always the cheapest overall. Make sure you understand all the costs involved.

What to Ask:

• What are the transaction fees (per transaction or percentage)?
• Are there setup or installation costs?
• Is there a monthly platform fee?
• What equipment do I need to purchase or lease?
• Are there minimum volume requirements?
• What happens if I need to cancel the contract?

Get everything in writing. A "low fee" provider that charges for equipment, support, and maintenance may cost more than a provider with slightly higher transaction fees but no hidden costs.

Question 3: What's the Player Experience Like?

Your players are the ones who'll use this system every day. A clunky, confusing, or frustrating experience will drive them to your competitors.

What to Ask:

• Can I see a demo of the player experience?
• How long does a typical payout take?
• Do players need to create accounts or download apps?
• Where can players use the gift cards?
• What happens if a player loses their card?
• Is there player support if something goes wrong?

Question 4: How Easy Is It to Operate?

Your staff will be using this system daily. Complex systems lead to errors, frustrated employees, and wasted time.

What to Ask:

• How long does staff training take?
• What does the daily workflow look like?
• How are errors or disputes handled?
• What reporting tools are available?
• Can I manage multiple locations from one dashboard?
• What support is available when something goes wrong?

Ask for references from other operators. Talk to them about their real-world experience—not just the sales pitch.

Question 5: What Happens If Something Goes Wrong?

Every system has issues eventually. What matters is how those issues are resolved.

What to Ask:

• What's your uptime guarantee?
• What happens if the system goes down during peak hours?
• How do I reach support? Phone? Email? Chat?
• What are your support hours?
• How quickly are issues typically resolved?
• Do I have a dedicated account manager?

Bonus Questions for Multi-Location Operators

If you operate multiple locations or are a master licensee, you have additional considerations:

• Can the system integrate with my existing CMS?
• Is there centralized reporting across all locations?
• Can I white-label the solution under my brand?
• What's the rollout process for multiple locations?
• Are there volume discounts?

Making Your Decision

Don't rush this decision. The payout solution you choose will be a core part of your operation for years to come. Take time to:

1. Talk to multiple providers – Get at least 2-3 quotes
2. Request demos – See the system in action before committing
3. Check references – Talk to other operators using the system
4. Read the contract carefully – Understand all terms, fees, and exit clauses
5. Start early – Give yourself time to evaluate without deadline pressure

The Bottom Line

The right payout solution will make your operation more efficient, keep your players happy, and ensure you stay compliant with HB 353. The wrong choice will create headaches, cost money, and potentially put your license at risk.

Ask tough questions. Demand clear answers. And don't settle for a solution that doesn't meet your needs.