Class II: Contact the facility operator and the appropriate Tribal Gaming Authority to address any patron complaints, disputes or legal claims. You can also direct your to the National Indian Gaming Commission’s Phoenix Regional Office at (602) 640-2951. ADG has no regulatory role with respect to Class II facilities.
Class III: Initiate the process with the appropriate Tribal Gaming Authority. Section 14 of the Arizona Tribal-State Gaming Compact outlines the process for resolving patron disputes. If a patron is unable to resolve his dispute with the casino over wins and losses, the patron has the right to contact the TGO to resolve the issue. The Compact gives sole authority to the TGOs to resolve patron disputes over wins and losses.
If you have a dispute with a casino and wish to file a complaint, the first step is to call the TGO. The TGO is required to investigate all disputes involving at least $500. At the request of a patron, the TGO has the discretion to investigate any dispute involving less than $500. Once the TGO has been notified of a complaint, it has 30 days to investigate and render a decision on the matter. It is important that you contact the Tribal Gaming Office as soon as possible after the event in question. The earlier you file your complaint, the more effective the TGO can be in retrieving documents and surveillance records, gathering information, and conducting interviews to investigate your complaint.
If you are not satisfied with the results of the TGO investigation and decision, the Compact gives you the right to file a petition with the TGO requesting a review of the decision. The TGO may set a hearing on the matter or make its decision based solely upon its prior investigation. If your dispute involves an amount over $500, you also have the right to file a complaint in Tribal Court.
If a patron has an injury or property damage claim alleged to have occurred in a Class III casino, it may be handled by the Tribal Gaming Authority and the tribe’s risk management agent. Under Section 13 of the Arizona Tribal-State Gaming Compact, the tribe is required to have written procedures for tort claims which will be provided to a patron upon request. Any decision can be appealed to Tribal Court for a further review (Note: Arizona state courts do not have jurisdiction over incidents on tribal land). The Compact requires each tribe engaged in operating a Class III casino to maintain a minimum of $2 million in insurance for injury or property damage claims.