R 432.11502 Patron dispute process.

Rule 1502. (1) If a casino licensee receives written notice of a patron dispute within 10 days of the incident underlying the dispute, the casino licensee must investigate and attempt to resolve such dispute, provided that the notice of the patron dispute includes the information set forth in subsection (4)(a)-(d). (2) After receiving written notice of a patron dispute in compliance with subrule (1) of this rule: (a) A casino licensee must immediately determine whether it has a video or audio recording, or both, of the subject incident. If so, the casino licensee must maintain any recordings for at least 90 days unless otherwise directed by the board. (b) The casino licensee must, within 14 days of receiving written notice of the patron dispute, provide the patron with a written notification explaining the results of its investigation and advising the patron of the patron’s ability to file a patron dispute form with the board. (3) The patron may file the completed patron-dispute form within 28 days of the incident by providing it to a board employee at the board office in the casino or sending it to the board office in Detroit, Michigan. (4) Before being filed with the board, a patron-dispute form must contain, at a minimum, all of the following information: (a) The name, address, and telephone number of the patron. (b) A summary of the nature of the patron dispute, including the date and time of the incident underlying the dispute. (c) A list of the names, if known, of any occupational licensees that were involved in, or a witness to, the incident underlying the patron dispute. (d) The name, address, and telephone number, if known, of any witnesses to the incident underlying the patron dispute. (e) A summary of the casino licensee’s attempt to resolve the patron dispute, if any. (f) Other information requested on the board’s patron-dispute form.