R 432.741 Authorized participant complaints.

Rule 741. (1) A sports betting operator or internet sports betting platform provider must include on its internet sports betting platform a clear mechanism to advise authorized participants of their right to make a complaint against the sports betting operator or internet sports betting platform provider, including information explaining how complaints can be filed, how complaints are resolved, and how the authorized participant may submit a complaint to the board. (2) A sports betting operator or internet sports betting platform provider must attempt to resolve all complaints with the authorized participant. (3) A sports betting operator or internet sports betting platform provider must investigate each complaint and provide a response to the authorized participant within 10 calendar days after receipt of the complaint. (4) In its response, the sports betting operator or internet sports betting platform provider must advise the authorized participant of his or her right to submit the complaint to the board in the form and manner prescribed by the board. (5) The complaint and the sports betting operator’s or internet sports betting platform provider’s response must be made in writing. (6) Unless otherwise directed by the board, for complaints related to internet sports betting accounts, settlement of internet sports betting wagers, or illegal activity related to internet sports betting that cannot be resolved to the satisfaction of the authorized participant, the sports betting operator or internet sports betting platform provider must promptly notify the board of the complaint and the sports betting operator’s or internet sports betting platform provider’s response. (7) On receipt of a complaint from an authorized participant or notification of an unresolved complaint from a sports betting operator or internet sports betting platform provider, the board may conduct any investigation the board considers necessary and may direct a sports betting operator or internet sports betting platform provider to take any corrective action the board considers appropriate. (8) A sports betting operator or internet sports betting platform provider must maintain records related to authorized participant complaints for a minimum of 5 years and must provide the records to the board on request.