Mich. Admin. Code R. 432.641 - Authorized participant complaints
Rule 641.
(1) An
internet gaming operator or internet gaming platform provider must include on
its internet gaming platform a clear mechanism to advise authorized
participants of their right to make a complaint against the internet gaming
operator, the internet gaming platform provider, or another authorized
participant (when collusion is suspected or when an authorized participant is
disruptive or abusive), including information explaining how complaints can be
filed, how complaints are resolved, and how the authorized participant may
submit a complaint to the board.
(2) An internet gaming operator or internet
gaming platform provider must attempt to resolve all complaints with the
authorized participant.
(3) An
internet gaming operator or internet gaming platform provider must investigate
each complaint and provide a response to the authorized participant within 10
calendar days after receipt of the complaint.
(4) In its response, the internet gaming
operator or internet gaming platform provider must advise the authorized
participant of his or her right to submit the complaint to the board in the
form and manner prescribed by the board.
(5) The complaint and the internet gaming
operators or internet gaming platform providers response must be made in
writing.
(6) Unless otherwise
directed by the board, for complaints related to internet wagering accounts,
game outcomes, or illegal activity related to internet gaming that cannot be
resolved to the satisfaction of the authorized participant, the internet gaming
operator or internet gaming platform provider must promptly notify the board of
the complaint and the internet gaming operators or internet gaming platform
providers response.
(7) On receipt
of a complaint from an authorized participant or notification of an unresolved
complaint from an internet gaming operator or internet gaming platform
provider, the board may conduct any investigation the board considers necessary
and may direct an internet gaming operator or internet gaming platform provider
to take any corrective action the board considers appropriate.
(8) An internet gaming operator or internet
gaming platform provider must maintain records related to authorized
participant complaints for a minimum of 5 years and must provide the records to
the board on request.
Notes
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