The Michigan Gaming Control and Revenue Act charges the Board with the responsibility of receiving complaints from the public.  The Compliance Section of the Board investigates and renders initial decisions in all patron disputes.  A dispute is defined as any complaint that a patron has regarding winnings, and losses or the conduct of gambling at a casino.  A patron dispute does not include a claim for payment of a gaming debt evidenced by a credit instrument. 

Patrons that have a dispute with a casino may request the Michigan Gaming Control Board to investigate their complaint.  The Board treats all disputes very seriously.  The Board assigns a case number to each dispute and assigns a regulation officer to review and investigate the complaint.

All patron disputes must be submitted to the Board in writing on the attached Patron Dispute Form within 21 business days of the incident.  It is important that the Form be filled out as completely, accurately and legibly as possible.  Patron Dispute Forms may be filed in person, mailed or faxed to the board office listed below:

Michigan Gaming Control Board

1500 Abbott Road, Suite 400

East Lansing, MI  48823

Telephone:  (517) 241-1064

Fax:  (517) 241-0936

Patrons will receive immediate notification of Board receipt of their Patron Dispute Form.  An official determination letter will be sent to the patron after the Board concludes its review and investigation.

R 432.11502 (1)

A CASINO LICENSEE SHALL ATTEMPT TO RESOLVE ALL PATRON DISPUTES AND SHALL HAVE A PERIOD OF 10 BUSINESS DAYS TO INVESTIGATE A PATRON COMPLAINT AND RESOLVE THE DISPUTE

MGCB Administrative Rules 1501-1503 address patrons' rights and responsibilities in regard to disputes with Detroit Casinos.

Rule 1501.

This part applies to a casino licensee and an occupational licensee.

Patron disputes shall be settled in compliance with this part.

Rule 1502.

A casino licensee shall attempt to resolve all patron disputes and shall have a period of 10 business days to investigate a patron complaint and resolve the dispute.

If a casino licensee and the patron cannot resolve the dispute, then the casino licensee shall advise the patron of the patron's right to file a complaint form with the Board. The complaint may be received by the Board employee or member of the Michigan State Police Gaming Section at the Board office in the casino and sent to the Board office in Detroit, Michigan. A casino licensee shall provide a patron with a complaint form upon request.

A complaint shall 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 complaint, including the date and time on which the incident leading to the dispute occurred.
(c) A list of the names, if known, of any occupational licensees that were involved in, or a witness to, the incident that led to the patron dispute.
(d) The name, address, and telephone number, if known, of any witnesses to the incident that led to the patron dispute.
(e) A summary of the casino licensee's attempt to resolve the patron dispute.
(f) Other information deemed necessary by the executive director or the Board.

A patron shall submit the complaint within 21 business days of the incident that led to the patron dispute. The patron shall provide a copy of the complaint to the casino licensee at the same time that the patron submits the complaint to the Board.

A casino licensee shall respond in writing to a patron within 14 business days of receiving a copy of the patron's complaint.

Rule 1503. - The Board shall determine if a patron dispute requires investigation. If the Board determines that an investigation is necessary, then the Board shall conduct the investigation. If it is determined that the casino licensee or an occupational licensee violated the Act or this Rule, then the Board may initiate disciplinary action.