Kahnawake Gaming Commission Makes Important Changes

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The Kahnawake Gaming Commission has announced two important changes that will help players in their interaction with its licensed online casinos. The first change concerns player self exclusion and the second concerns dispute resolution.

Till now players with problem gambling symptoms could establish deposit limits, including total self exclusion, with the online casinos. Now they can go one step further. The players can convey their intent directly to the Kahnawake Gaming Commission who will ensure that the self exclusion instructions are followed at all its concerned online casinos. The Kahnawake Gaming Commission website now has a dedicated self exclusion page, e-mail address and on-line form that allow players to register their need. A Compliance Officer will contact the player to verify his information and identity and obtain further information, if required, to proceed with the request. If the request concerns a specific online casino, it will be forwarded to that online casino. The online casino will have to implement the request and notify the player and the Commission. If the self-exclusion request is in relation to all online casinos that are licensed by the Commission at which the player is a member, a Comprehensive Self Exclusion Directive signed by the Commission chairman will be e-mailed to all current licensees with a specific date and time by which all licensees must permanently exclude the requesting player from accessing, depositing funds and from playing at the casinos. The players are to notify the Commission immediately if any online casino has failed to respect the terms of the Comprehensive Self Exclusion Directive.

The Kahnawake Gaming Commission had made a commitment to improve the dispute resolution process for players wagering at its online casinos. The Commission has now appointed a Dispute Resolution Officer, has a dedicated complaints e-mail address and a pull down option for complaints on the Feedback section of its website. The Commission has stated that all complaints must be in writing, must contain clear and unequivocal information about the complainant's identity and must provide all the relevant details regarding the complaint and the steps that were taken to address the complaint with the online casino before approaching the Commission.

Complaints submitted to the Kahnawake Gaming Commission are acknowledged within 24 hours and entered onto a master case file. Then the Commission reviews the allegation to establish its validity, and if found valid initiates investigations. The online casino is required to respond to the Commission within seven days. Thereafter, the investigator may request additional information from the complainant, the operator or any third person with relevant evidence. After its investigations are complete, the Commission will announce its decision and ensure its implementation.

Based on these steps the Kahnawake Gaming Commission was awarded the Phoenix award by Casinomeister. This award was constituted for entities who acknowledged that something was wrong and took strong corrective action.

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