The Kahnawake Gaming Commission built on its more open and player-sensitive policies this week with the inaugural release of player dispute statistics over the past year. After years of criticism for lacking player sensitivity and bad communications, the Commission last year refocused and restructured its efforts as one of the industry's biggest licensing jurisdictions, and the results of the significant change in approach are now becoming more obvious.
In order to address the important issue of providing a fair player-disputes channel, the KGC engaged Micki Oster, a respected former operator of integrity, to advise it and operate an unbiased dispute resolution service linking players with KGC-licensed operators.
This week the KGC published Oster's first annual report on its website, illustrating its commitment to a more communicative and transparent policy.
The report can be viewed in full here: http://www.gamingcommission.ca/news/pr02152011a.pdf, but highlights include:
Over the year 2010, 607 complaints were filed, of which 169 were screened out due to no KGC jurisdiction etc.
With 17 disputes still active as the year ended, 421 had been resolved - 228 or 54.6% in favour of the player. 148 (45.8%) complaints were found to be without foundation after extensive investigation.
October and November were the busiest months for complaints.
Main causes for complaints were: Locked Accounts - 81; Slow-No pay - 173; Fairness issues - 105; Miscellaneous - 62.
Source: InfoPowa News