Tenn. Comp. R. & Regs. 1350-02-.09 - [Effective until 12/28/2023] PLAYER DISPUTES

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.


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 7/1/2023; effective through 12/28/2023 (EMERGENCY).

Authority: T.C.A. §§ 4-49-106, 4-49-115, and 4-49-115(f).

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