Ohio Admin. Code 3775-16-21 - Patron complaints
(A)
Whenever a sports
gaming proprietor refuses payment of alleged winnings to a patron or there is
otherwise a dispute with a patron regarding their patron account, wagers, wins,
or losses from sports gaming, and the sports gaming proprietor and the patron
are unable to resolve the dispute to the satisfaction of the patron, the sports
gaming proprietor must notify the patron of their right to file a written
complaint. The notice, which may be satisfied by directing a patron to
information housed on the sports gaming proprietor's website or application,
must include the procedure for filing a written complaint and the sports gaming
proprietor's complaint resolution process.
(B)
Upon receipt of a
written complaint, the sports gaming proprietor must investigate and provide a
written response to the patron within ten business days. If a sports gaming
proprietor needs additional time to investigate or resolve a complaint beyond
the ten business days, the patron must be notified of the need for additional
time and be given an expected time frame in which the complaint may be
resolved. The ultimate response may include a statement that if the dispute is
not resolved to the satisfaction of the patron, the patron may submit their
complaint in writing to the commission.
Notes
Promulgated Under: 119.03
Statutory Authority: 3775.02
Rule Amplifies: 3775.02
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