Player disputes may involve the amount of a Wager, promotions,
application of House Rules, technology functions, any part of or transaction
within the Interactive Sports Gaming process, or any matter important to the
Player, or the public in general. Complaints that arise to the level of
alleging violations of the Sports Gaming Act or the Rules will be handled by
the Executive Director or his/her designee for investigation, and upon the
recommendation of the Executive Director may be handled by the Council in
accordance with this Rule. Alleged criminal violations will be referred to the
TBI or appropriate law enforcement agency for investigation.
(1) In order to register a dispute, Players
will be required to first file a formal grievance with the Sports Gaming
Operator. The dispute must be filed within thirty (30) days of the occurrence
of the incident or matter in dispute. In order to initiate the process, the
Player will be required to provide to the Sports Gaming Operator, at a minimum,
the following information:
(a) Personal
contact information (name, address, phone number, e-mail address,
etc.);
(b) Sports Gaming Operator
Licensee and website, app, or other Interactive Sports Gaming
platform;
(c) The Player's name on
and information relating to the Sports Gaming Account;
(d) Approximate date and time of the
incident, the amount and type of Wager in dispute, the Sporting Event and
outcome, and any other relevant details regarding the incident, as
applicable;
(e) A summary of the
incident including any statements or communications made to or by the Sports
Gaming Operator or witnesses and their contact information (name, address,
phone number, e-mail address, etc.); and
(f) Any other information or documentation
pertinent to the dispute.
(2) If the monetary value of the dispute is
$1,000 or more, the Sports Gaming Operator must notify the Council upon receipt
of an initial notice of a formal grievance. Both the Player and the Sports
Gaming Operator have an ongoing obligation to preserve any documents,
information, or materials submitted as part of the formal grievance or relevant
to the dispute.
(3) If the Player
is not satisfied with the solution proposed by the Sports Gaming Operator, the
Player may present their grievance to the Executive Director within thirty (30)
days of the decision by the Sports Gaming Operator. Within three (3) business
days of receipt of the grievance, the Executive Director or his or her designee
will begin an investigation into the matter and will subsequently determine an
appropriate resolution. The Executive Director or his or her designee will then
issue a decision on the matter.
(4)
If the Player or the Sports Gaming Operator is dissatisfied with the decision
of the Executive Director, either party may file an appeal with the Council
within thirty (30) days of receipt of the Executive Director's decision. Upon
filing an appeal with the Council, the appealing party must file the record,
consisting of the documents submitted to the Executive Director and the
Executive Director's written decision.
Notes
Tenn. Comp. R. & Regs. 1350-02-.09
Emergency rules filed December 22, 2021 to become effective January
1, 2022; effective through June 30, 2022. New rules filed March 22, 2022;
effective June 20, 2022. Emergency rules filed June 20, 2023 to become
effective July 1, 2023; effective through December 28, 2023. Amendments filed
September 15, 2023; effective 12/14/2023.
Authority: T.C.A. ยงยง
4-49-106,
4-49-115, and
4-49-115(f).
