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Quebec based First Nation gaming regulator The Kahnawake Gaming Commission has released its player dispute report for 2012, noting that 66.5% of disputes were found to help the player.
For the year, the KGC took on 924 complaints which were composed of 304 outstanding cases from 2011 and 620 new cases in 2012. 780 of those complaints were found to be valid, with 144 being rejected.
Complaints by category were:
51 complaints pertained to locked or closed player accounts
590 complaints pertained to late, delayed, or non-payment to player
63 complaints pertained to questions of fairness on operator sites
77 complaints were categorized as miscellaneous
As of the filing of the report, 448 of the 780 complaints have been resolved. 66.52% of the resolutions went in favor of the player.
The report comes after the KGC made a vow to improve its dispute resolution services in 2009. The regulator has aimed to make a clear and concise complaint process, with all cases being noted within 24 hours of filing.
Operators must then respond to the complaint, wherein the Disputes Officer will:
Dismiss the complaint as unfounded
Uphold the complaint in whole or in part
Direct the operator to take remedial steps
Direct an operator to pay the costs incurred by the Commission in its investigation and/or
Issue any other directions it deems appropriate under the circumstances