Canadian regulator delivers on its promises of more transparency with more than 80 percent of resolutions in favour of the player.
In 2009, the Kahnawake Gaming Commission (KGC) internet gambling licensing and regulatory authority made a commitment to improve the dispute resolution process for players of licensed operators. The extensive upgrading of this facility over the past year is reflected in the receipt of one of the Casinomeister coveted awards this week.
The KGC now has a Dispute Resolution Officer, a dedicated complaints email address (complaints@gamingcommission.ca), as well as a pull down option for complaints on the Feedback section of the KGC website at http://www.gamingcommission.ca/feedback.aspd).
All complaints must be in writing and must contain clear and unequivocal information about the complainant’s identity, and provide all the relevant details regarding the complaint and the steps that were taken to address the complaint with the operator prior to approaching the KGC.
The KGC has established a solid track record in the field; submitted complaints are acknowledged within 24 hours and entered onto a master case file. As soon as practicable after a complaint is received, the Commission reviews the allegation to establish its validity in order to initiate such investigations as may be required.
The Commission interacts with the operator concerned keeps the player informed on the actions being taken to assist in resolving the complaint.
In general, the operator is required in terms of the license to respond to the Commission within seven days, and the investigator may request additional information from the complainant, the operator or any third person with relevant evidence.
After its investigations are complete, the Commission will:
• dismiss the complaint as unfounded;
• uphold the complaint in whole or in part;
• direct the operator to take any steps the Commission may, in its sole discretion, deem necessary to resolve the complaint;
• direct an operator to pay the costs incurred by the Commission in its investigation of the complaint; and/or
• issue any other directions or take any other steps as the Commission deems appropriate under the circumstances.
Over the period January 1, 2011 to December 31, 2011, plus 17 outstanding cases from 2010 which were completed in 2011, the Commission received 1,340 complaint submissions.
Of this total, 162 that did not satisfy the Commission’s criteria were not accepted as valid complaints.
Validated complaints (1178, including those outstanding from 2010) were categorized into the following subject matters:
•     79 complaints pertained to locked or closed player accounts;
•     963 complaints pertained to late, delayed, or non payment to player;
•     49 complaints pertained to questions of fairness on operator sites;
•     87 complaints were categorized as miscellaneous.
The present status of the validated complaints is:
•     304 remain unresolved, pending, or outstanding (as of December 31, 2011). These will carry over into 2012.
•     874 have been resolved as follows:
•     169 (or 19.34 percent) were closed or dismissed as unfounded;
•     705 (or 80.66 percent) were upheld in whole or part in favour of the complainant.