Guest Disputes

Guest Dispute Resolution Process

The Forest County Potawatomi Gaming Commission is committed to ensuring that patron disputes are reviewed fairly, impartially and consistently. Disputes involving the conduct of gaming, gaming operations, exclusion from gaming facilities or other matters within the Gaming Commission's regulatory authority will be reviewed in accordance with applicable laws, regulations, policies and procedures.

Before the Gaming Commission reviews a dispute, the Gaming Enterprise must generally be given the opportunity to investigate the matter and provide a written response. Patrons are encouraged to work directly with the Gaming Enterprise to seek resolution whenever possible.

Each complaint or dispute submitted to the Gaming Commission will be evaluated to determine whether it falls within the Commission's jurisdiction and which department is responsible for reviewing the matter. Depending on the nature of the complaint, it may be reviewed by a specific Gaming Commission department or handled through another review process authorized under applicable ordinances, regulations, policies or delegated authority. Accordingly, submission of a complaint or dispute does not automatically guarantee review through the patron dispute resolution process.

Step 1: Submit Your Dispute to the Gaming Enterprise

If you have a dispute concerning a matter within the Gaming Commission's jurisdiction, you must first submit your concerns in writing to the Gaming Enterprise where the issue occurred.

Upon receipt, the Gaming Enterprise will review the dispute and provide a written determination explaining its decision and the reasons supporting that determination.

The Gaming Commission generally will not consider a dispute until the Gaming Enterprise has completed its review and provided a written response. For this reason, patrons are encouraged to provide the Gaming Enterprise with all relevant information and supporting documentation when submitting their dispute.

Gaming Enterprise Contact Information:

Potawatomi Casino Hotel Milwaukee
Guest Dispute Resolution Process | Potawatomi Casino Hotel

Potawatomi Casino Hotel Carter
Guest Relations at Potawatomi Casino Hotel Carter

If you have not yet contacted the Gaming Enterprise regarding your dispute, you should do so before requesting a Gaming Commission review.

Step 2: Request for Gaming Commission Review

If you are dissatisfied with the Gaming Enterprise's written determination, you may submit a written request for review to the Gaming Commission.

To be eligible for review:

• The matter must fall within the Gaming Commission's jurisdiction as established by applicable laws, regulations and policies.
• The dispute must have been submitted to and reviewed by the Gaming Enterprise.
• A copy of the Gaming Enterprise's written determination must be provided.
• The request for review must be submitted within one hundred eighty (180) days of the Gaming Enterprise's written determination.

If you are requesting Gaming Commission review, please include a copy of the Gaming Enterprise's written determination along with any supporting documentation you would like the Gaming Commission to consider.

What to Expect

Upon receipt of your submission, the Gaming Commission will review the matter to determine whether it falls within its jurisdiction and assign it to the appropriate department based on the nature of the dispute or complaint and the delegated authority established by the Gaming Commission.

A Regulatory Compliance Officer or other designated Gaming Commission representative may contact you to acknowledge receipt of your submission, request additional information and explain the next steps in the review process.

To ensure a thorough and impartial review, the Gaming Commission may obtain additional information from you, the Gaming Enterprise or other relevant parties. The assigned Gaming Commission representative will evaluate the facts, review applicable laws, regulations, policies and other relevant requirements, and determine whether further review, investigation or regulatory action is warranted.

Upon completion of the review, the Gaming Commission will provide its determination, findings or response in writing, as appropriate.