296 Neb. Admin. Code, ch. 11, § 296-11.001

Current through September 17, 2024

Section 296-11.001 - PATRON DISPUTES

11.001.01 An Authorized Gaming Operator must immediately notify the Gaming Agent if the Authorized Gaming Operator refuses to pay alleged winnings to a Patron and the Authorized Gaming Operator and the Patron are unable to resolve the dispute to the Patron's satisfaction within forty-eight hours. This notice, which must be in writing, will include the following information:

11.001.01A The name, address, and phone number of the Patron.

11.001.01B A summary of the nature of the patron complaint, including the date and time on which the incident leading to the dispute occurred.

11.001.01C The amount of money involved in the dispute.

11.001.01D A list of the names, if known, of the occupational licensees that were involved in or a witness to the incident that led to the patron dispute.

11.001.01E The name, address, and telephone number, if known, of the witnesses to the incident that led to the patron dispute.

11.001.01F A summary of the Authorized Gaming Operator's attempt to resolve the patron dispute.

11.001.01G Any other information deemed necessary by the executive director or the Commission.

11.001.02 The patron shall submit the complaint within five (5) business days of the incident that led to the patron dispute.

11.001.03 When a patron makes a complaint, the Authorized Gaming Operator shall immediately issue a complaint report, setting out:

11.001.03A The name of the complainant;

11.001.03B The nature of the complaint;

11.001.03C The name of the persons, if any against whom the complaint was made;

11.001.03D The date of the complaint; and

11.001.03E The action taken or proposed to be taken, if any, by the Authorized Gaming Operator.

11.001.04 The Authorized Gaming Operator shall maintain every complaint report for a minimum of five (5) years, which shall be made available to the Commission for inspection upon request.

11.001.05 An Authorized Gaming Operator must attempt to resolve all complaints with the patron.

11.001.06 An Authorized Gaming Operator must investigate each complaint and provide a response to the patron within fourteen (14) calendar days after receipt of the complaint.

11.001.07 In its response, the Authorized Gaming Operator must advise the patron of his or her right to submit the complaint to the Commission in the form and manner prescribed by the Commission.

11.001.08 The complaint and the Authorized Gaming Operator's response must be made in writing.

11.001.09 Unless otherwise directed by the Commission, for complaints related to patron accounts, settlement of games or wagers, or illegal activity related to gambling games that cannot be resolved to the satisfaction of the patron, the Authorized Gaming Operator must promptly notify the Commission of the complaint and the Authorized Gaming Operator's response.

11.001.10 On receipt of a complaint from a patron or notification of an unresolved complaint from an Authorized Gaming Operator, the Commission may conduct any investigation the Commission considers necessary and may direct an Authorized Gaming Operator to take any corrective action the Commission considers appropriate.

11.001.11 The Authorized Gaming Operator licensee shall respond to the Commission regarding a patron complaint within the time period prescribed by the Commission.

296 Neb. Admin. Code, ch. 11, § 296-11.001

Adopted effective 5/16/2022

Amended effective 2/1/2023