Steps to file a complaint:
The KGC continues its efforts to enhance the dispute resolution process for licensed operator players. As a result of the initiative, the KGC now has a Conflict Resolution Officer, a dedicated complaints email address (complaints@gamingcommission.ca), and a pull-down option for complaints on the “Players” part of its website (www.gamingcommission.ca/players.htm).
All complaints must be submitted in writing and contain clear and unambiguous information about the complainant’s identity, as well as all pertinent information about the complaint and the procedures taken to address it with the operator. Complaints must be submitted to the Commission between seven (7) days and six (6) months after the date the subject of the complaint first arose.
Each complaint received is acknowledged within twenty-four (24) hours and added to the master case file. As soon as possible after receiving a complaint, the Commission will assess the complaint submission to determine its authenticity and initiate any investigations that may be necessary under the circumstances.
Unless the Commission, in its sole discretion, determines otherwise, the details of all complaints, including the complainant’s identity, will be disclosed to the Authorized Client Provider against whom the complaint is lodged for a response.
The Commission will inform the complainant of the steps it is taking to help resolve the issue.
- The Operator must provide the Commission with a complete and detailed response to the complaint within seven (7) days, or such other time period as directed by the Commission.
- For the purpose of resolving a complaint, the Commission may request additional information from the complainant, the Operator, or any third party, including an Authorized Agent.
- After completing its investigations of a complaint, the Commission will: o Dismiss the complaint as unfounded; o Uphold the complaint in whole or in part; o Direct the Operator to take any steps the Commission, in its sole discretion, deems necessary to resolve the complaint; o Direct an Operator to pay the costs incurred by the Commission in its investigation of the complaint; and/or o Issue any other directions or take any other steps as the Commission, in its sole discretion, deems appropriate.
Kahnawake Gaming statics for 2022
In total, the Commission handled 509 complaints between January 1 and December 31, 2022. Included were five instances that had been carried over from 2022. 49 of these complaints did not meet the Commission’s requirements and were therefore rejected. Hence, there were 460 validated (or net addressed) complaints for the entire year of 2022.
The 460 genuine complaints were classified according to the following categories:
- 39 complaints were regarding locked or closed player accounts
- 232 complaints were regarding late, delayed, or non-payment to player
- 15 complaints were regarding problems of fairness on operator sites
- 174 complaints were classified as miscellaneous.
- Current status of the 460 validated complaints
- 5 were pending, unresolved, or outstanding (as of December 31, 2022).
- The unresolved complaints will be submitted during the following reporting period, which will span from January 1, 2023, to December 31, 2023.
- 367 (or 80.66%) complaints were closed or dismissed as unsubstantiated, while 88 (19.34%) were upheld in whole or in part in favor of the complainant.
This all-inclusive package includes the administration, licensing, regulatory compliance, and financial planning services required to establish and operate a business in Kahnawake. With this bundle, GBO can manage all the complex business issues, allowing business owners to focus on branding. Compared to other online gaming license providers, our bundle is relatively reasonable.
The Mohawk Territory of Kahnawake is an autonomous Canadian territory situated just outside Montreal, Quebec. Since its establishment in 1996, the Kahnawake Gaming Commission has consistently licensed and regulated internet and land-based gaming in Kahnawake.
To learn more about the Commission, please visit www.gamingcommission.ca.
To reach the Commission, send an email to info@gamingcommission.ca.
