1.15 A mechanism shall be in place to allow players to contact the Operator in a timely fashion with issues and complaints relating to their player account, funds management, game play or any matter related to compliance with the Standards and Requirements. The Registrar shall be notified of any such issues or complaints, in accordance with the established notification matrix.
1.16 Player complaints, disputes and inquiries must be recorded and addressed in a timely, fair, transparent and appropriate manner.
Requirements - At a minimum;
- Operators must have clear service standards and must make these available to players.
- Disputes must be resolved under Ontario and Canadian law.
1.17 Relevant information about the AGCO shall be displayed and easily accessible to the player.