Filing a Patron Dispute/Complaint

The Pennsylvania Race Horse Development and Gaming Act (“the Act”) charges the Bureau of Investigations and Enforcement (“BIE”) with the duty of investigating all potential non-criminal violations of the Act alleged by the Board or any other person, including complaints and disputes alleged by patrons. A complaint is a difference of opinion between the licensed gaming entity and the patron, which does not involve money or items of value. A dispute is a claim for a specific amount of cash or merchandise.

Patrons that have a complaint or a dispute with a licensed gaming entity in the Commonwealth of Pennsylvania may request BIE to investigate such complaint or dispute. All patron complaints and disputes are taken very seriously by the Pennsylvania Gaming Control Board. Each complaint is assigned a case number and an investigator for immediate investigation.

A patron can file a dispute or complaint with 30 calendar days of the incident by accurately completing the electronic form by choosing the Submit a Patron Dispute/Complaint Now link below. All information is confidential and you will receive notification of the Board’s receipt of the Patron Dispute/Complaint form by e-mail. Any criminal violations of the Act alleged by a patron will be referred to the Pennsylvania State Police for investigation.

You may also print out a complaint form and submit this to BIE by mail or fax. The form and instructions can be downloaded via this link:    PDF Downloadable Complaint Form

Questions or comments regarding patron disputes or complaints can be directed to the Pennsylvania Gaming Control Board at casinocomplaints@pa.gov.

PLEASE COMPLETE ALL INFORMATION - BE AS DETAILED AS POSSIBLE
Name of individual filing a dispute or complaint:
Home Address:
City, State, Zip:
Home Telephone:
Business Telephone:
E-mail Address:
Date and Approx Time of Incident:
Licensed Gaming Entity Where Incident Occurred:
Please provide a summary of the incident or dispute to the best of your knowledge. Include any statements which you made to the licensed gaming entity's personnel or any statements you made to witnesses to the incident or dispute.
By submitting this patron complaint/dispute form, I understand that I am making a request for an investigation of this matter by the Pennsylvania Gaming Control Board and declare that all information provided on the pages of this form and on any pages that I attach hereto are true and factual to the best of my knowledge. I further understand that if I have knowingly, intentionally or willfully made false statements or intentional misrepresentations that I may be subject to the penalties for violations of 4 Pa.C.S. §1518(a)(1), relating to perjury, false swearing and unsworn falsifications.
58 Pa.Code §461.4(n) provides that if a dispute arises with a patron concerning payment of alleged winnings, the slot machine licensee shall notify the patron in writing, concurrent with its initial receipt of notice of the dispute, that the patron has the right to contact the Board with regard to the dispute.

58 Pa.Code §461.4(o) provides that when a slot machine licensee refuses to pay winnings claimed by a patron and the patron and the slot machine licensee remain unable to resolve the dispute after seven (7) days, the slot machine licensee shall, on the next day, notify the Board in writing of the dispute in a manner and form the Board prescribes. The notice must identify all parties to the dispute and shall state all known relevant facts regarding the dispute.