DETROIT CASINOS PATRON DISPUTE
What is a patron dispute?
A dispute is defined as any complaint 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. The Michigan Gaming Control and Revenue Act charges the MGCB with the responsibility of receiving complaints from the public. The agency’s Enforcement Section investigates and renders decisions in all patron disputes.
MGCB Administrative Rules 432.11501-432.11503 address patrons' rights and responsibilities in regard to disputes with Detroit casinos.
What process is followed?
Patrons who have a dispute with a casino may request the MGCB to investigate their complaint. The MGCB treats all disputes very seriously. It assigns a case number and a regulation officer to review and investigate the complaint.
How do I file a patron dispute?
You may use one of three ways:
- Contact one of the MGCB Enforcement Section's Regulation Officers by calling (except between 3 a.m. and 6 a.m.) seven days a week:
MGM Grand Casino - 313-995-8713
MotorCity Casino - 313-995-8737
Greektown Casino - 313-995-8743
- Submit a brief description of the gaming dispute to mailto:firstname.lastname@example.org
Patrons may complete a Patron Dispute Form within 21 business days of the incident. It is important to fill out the form as completely, accurately and legibly as possible.
Where do I send information?
Patron Dispute Forms may be filed in person, mailed or faxed to the MGCB office listed below:
Michigan Gaming Control Board
3062 West Grand Blvd., L-700
Detroit, MI 48202-6062
What happens next?
The MGCB will notify patrons immediately of receipt of the Patron Dispute Form. The patron will receive an official determination letter after the MGCB concludes its review and investigation.
What are the casinos required to do?
The casino requirements are found in 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