As online gambling continues to spread in the Keystone State, the Pennsylvania Gaming Control Board (PGCB) has recently seen it fit to remind the state’s residents that they have a place to turn to if they think they were treated unfairly by any of the online gambling operators. On Monday, August 5, the gaming control board issued a public notice in a bid to make the residents more aware of the availability of a procedure for complaint and dispute resolution.
According to the board’s officials, the main goal was to make the people aware of the availability of online complaint forms on their website and these would be used to solve any issues that may arise. Pennsylvania state law requires the gaming control board to investigate all potential non-criminal violations of the Pennsylvania Race Horse Development and Gaming Act and the accompanying regulations. In case the complaints are criminal in nature, the PGCCB will be required to refer such complaints to the Pennsylvania State Police.
In addition to reminding the public about the existence of the complaint forms, the PGCB also issued out distinct definitions of a “complaint” and “dispute“. This was perhaps an attempt to ensure that the customers clearly understand what they may be applying for.
“A complaint is a difference of opinion between the licensed gaming entity and the patron, which does not involve money or items of value. A dispute is a claim for a specific amount of cash or merchandise,” the state gaming regulator said.
The online gaming complaint procedure appliers to such online casino games as slots and tables games as well as to online sports betting and fantasy sports. It will also apply to online poker which is still yet to go live in the state. For people who may have complaints about land-based gaming operators, the PGCB has put in place a similar procedure that applies to even Video Gaming Terminals (VGTs) and land-based sports betting facilities.
Now, for players to register online gaming complaints or dispute with the PGCB, they will be required to make the complaint with the online gaming operator first. Once they do this, they will be issued with a ticket or complaint number which is to be used as a reference number by the PGCB before it begins its investigation. The player will then proceed to fill out the Interactive Gaming / ONLINE Sportsbook / Fantasy Contest Patron Dispute/Complaint Form on the regulator’s website. They will be required to fill out the following info:
- Personal contact information (name, address, phone number, etc.)
- Online application used
- The player’s screen name
- Approximate date and time of the incident
- The ticket/complaint number
- A summary of the incident including any statements made to the operator or witnesses