Guest Relations

Procedure for Guest Dispute Resolution

If, at any time, you have a complaint or dispute that has not been resolved to your satisfaction by the respective department manager, please contact the Guest Relations department for assistance.

To reach the Guest Relations department by phone:
Dial 1-800-PAYSBIG (729-7244) and ask the representative to connect you with a Guest Relations representative.

To contact a Guest Relations representative in person:
Stop at one of our Casino Host desks/Potawatomi Rewards booths/Hotel front desk and ask to speak to a Guest Relations representative. There you may also request to complete a Guest Service Report.

You may mail a written summary of your complaint or dispute to the following address:

Potawatomi Casino Hotel
ATTN: Guest Relations Department
1721 West Canal Street, Milwaukee, WI 53233

Or you can contact us by filling out this form:

Submit Complaint

The Gaming Commission reviews gaming-related disputes only, defined as matters involving the conduct of gaming, gaming operations, or compliance with applicable regulations. Concerns unrelated to gaming operations shall be directed to the casino’s guest services or management.

The Gaming Commission will only consider disputes after the casino has completed its initial review.

Step 1: Submit Your Dispute to the Casino

If you have a gaming-related dispute, you shall submit it in writing to the casino where the dispute occurred. The casino will review the dispute and issue a written determination.

The Gaming Commission will not review disputes until the casino has completed its review and provided a written response.

Step 2: Request for Commission Review

If you are not satisfied with the casino’s written determination, you may request a review by the Gaming Commission.

To be eligible for review:

The matter shall be gaming related.
The dispute shall have been submitted to and reviewed by the casino.
A copy of the casino’s written response shall be provided.
The request shall be submitted within 180 days of the casino’s decision.

What to Expect

Upon receipt, a Compliance Officer shall contact you within five (5) business days. Additional information may be requested as part of a gaming investigation, which evaluates the facts, determines compliance, and supports a final decision. The Commission shall issue its determination in writing.

Forest County Potawatomi Gaming Commission
ATTN: Guest Dispute Resolution
3136 W Kilbourn Avenue Milwaukee, WI 53208

414-837-3786
www.fcpgc.com

If you or someone you know needs information on how to deal with a gambling problem, visit Responsible Gambling or call the Wisconsin Council on Problem Gambling 24-hour helpline toll-free at 1-800-426-2535. Potawatomi Casino Hotel encourages you to gamble responsibly.