Kiosk vs Staff-Assisted COAM Payouts: Which Is Right for Your Location?

With Georgia's HB 353 deadline approaching in July 2026, every COAM operator faces a critical operational decision: how will you physically deliver gift card payouts to players? The two primary methods—self-service kiosks and staff-assisted loading—each come with distinct advantages and trade-offs.

Choosing the right approach depends on your location type, foot traffic, staffing capacity, and budget. This guide breaks down both options so you can make an informed decision.

Understanding the Two Payout Methods

Self-Service Kiosk Payouts

A self-service kiosk is a dedicated terminal where players can redeem their winnings onto a prepaid Visa or Mastercard gift card without staff intervention. The player inserts or taps their card, the kiosk verifies the payout amount from the machine system, and the funds are loaded directly onto the card.

Kiosks are typically wall-mounted or freestanding units placed near the COAM machines. They operate autonomously and handle the full transaction cycle—from payout verification to card loading to receipt printing.

Staff-Assisted Loading

In a staff-assisted model, players bring their payout voucher or ticket to the counter, and a trained employee loads the winnings onto a gift card using a point-of-sale terminal or tablet. The staff member verifies the payout, processes the transaction, and hands the loaded card (or receipt) to the player.

This approach leverages your existing staff and counter space rather than requiring additional hardware on the floor.

Side-by-Side Comparison

When a Self-Service Kiosk Makes Sense

Kiosks tend to be the better choice for locations with the following characteristics:

• High payout volume – If your machines generate dozens or hundreds of payouts per day, kiosks handle the throughput without creating staffing bottlenecks
• Extended operating hours – Locations open late or 24/7 benefit from kiosks that operate without staff oversight
• Limited staff availability – If your team is already stretched thin with other duties, a kiosk removes payout responsibilities from their plate
• Player privacy preferences – Some players prefer the anonymity of a kiosk transaction over a face-to-face exchange
• Multiple machine clusters – Locations with machines spread across a large floor benefit from strategically placed kiosks

When Staff-Assisted Loading Works Better

Staff-assisted payouts may be the right call for locations where:

• Payout volume is moderate – If you process a manageable number of payouts daily, staff can handle them without disrupting other duties
• Personal service matters – Bars, restaurants, and hospitality venues often value the human touch
• Floor space is tight – Smaller locations may not have room for a kiosk unit
• Budget is constrained – Staff-assisted setups require less upfront investment
• Staff is already at a counter – Convenience stores and gas stations with existing checkout counters can integrate payout processing into the existing workflow

Hybrid Approach: Using Both Methods

Many successful operators use a combination of both methods. A kiosk handles the majority of routine payouts while staff are available to assist players who have questions, encounter issues, or prefer the personal interaction.

This hybrid model provides the speed and efficiency of automation along with the customer service benefits of staff availability. It also provides a built-in backup: if the kiosk goes offline, staff can continue processing payouts without interruption.

Cost Considerations

When evaluating costs, think beyond the initial setup:

• Kiosk hardware – Purchase or lease options are available. Leasing spreads the cost over time and often includes maintenance
• Staff time – Calculate the labor cost per payout transaction. At 2–3 minutes each, high-volume locations see significant staff time dedicated to payouts
• Error costs – Manual processing errors (wrong amount loaded, wrong card) have real costs in time and customer satisfaction
• Downtime – Kiosks may occasionally need service. Factor in the cost and availability of technical support

Player Experience Matters

Ultimately, the payout method you choose shapes your players' experience. Players who are accustomed to quick cash payouts will notice the change. Minimizing friction is critical for retention.

Kiosks offer speed and consistency. Staff-assisted payouts offer warmth and flexibility. The best choice depends on who your players are and what they value.

Making Your Decision

There is no one-size-fits-all answer. The right payout method depends on your location's unique combination of volume, staffing, budget, and player demographics. Here is a straightforward way to think about it:

• Processing more than 50 payouts per day? Strongly consider a kiosk
• Open late night or 24 hours? A kiosk ensures payouts are always available
• Running a bar or restaurant with attentive staff? Staff-assisted may enhance the experience
• Operating multiple locations? A standardized kiosk deployment simplifies management

Whatever you choose, the important thing is to start now. The July 2026 deadline does not wait, and having your payout infrastructure in place early gives you time to troubleshoot and train before compliance becomes mandatory.