The Pennsylvania Gaming Control Board is putting a focus on its online casino complaint process highlighting its procedures for online gamblers.
The state’s first online casinos went live last month.
A public notice from the board was meant to “remind the public of the availability of online forms” that help resolve issues. The board is charged with investigating all potential non-criminal violations of the state’s gambling laws.
The notice also outlined the difference between a “complaint” and a “dispute.”
“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 board said in a press release.
“Patrons that have a complaint or a dispute with a licensed gaming entity in the Commonwealth of Pennsylvania may request that the Board investigate such complaint or dispute,” the release said. “All patron complaints and disputes are taken very seriously by the Board with each complaint assigned a case number and an investigator. Any criminal violations of the [Gaming] Act alleged by a patron will be referred to the Pennsylvania State Police for investigation.”
For a dispute or complaint involving online casino gambling or online sports betting, the patron must first file a complaint or dispute with the interactive gaming provider.
“This is critical since the PGCB’s interactive form will require entry of a complaint number generated by the interactive gaming provider when you file with them,” the PGCB said.
Gamblers have 30 calendar days from the date of the incident to file a complaint or dispute, via the PGCB’s website. If you have any questions about the process, the PGCB asks that you send inquiries to casinocomplaints@pa.gov for further guidance.
