Pennsylvania Online Gaming Regulator Raising Standards with Complaint Process

August 7th, 2019 | by Jason Reynolds

Pennsylvania online gaming sites may have only been active for a few weeks but the local regulator wants customers to voice their concerns.

Pennsylvania Gaming Control Board complaints

The Pennsylvania Gaming Control Board is looking to set high standards and keep players happy with a streamlined complaint process. (Image: European Gaming)

In a note published on August 5, the Pennsylvania Gaming Control Board (PGCB) outlined its official complaints procedure. Within the memo, the PGCB reminded patrons that they have the right to raise a grievance and expect an impartial hearing.

“All patron complaints and disputes are taken very seriously by the Board with each complaint assigned a case number and an investigator,” reads the official notice.

As well as outlining how to file complaints and the processes it undertakes, the regulator emphasized its remit.

Pennsylvania Online Gaming Regulator Takes Charge

Thanks to the Pennsylvania Race Horse Development and Gaming Act, the PGCB is charged with handling non-criminal violations of state gaming laws.

What it isn’t responsible for, however, is alleged criminal acts. Consumers that file a criminal allegation (by emailing [email protected]) their case will be referred to Pennsylvania State Police.

The public notice comes as the Pennsylvania online gaming industry approaches its one-month anniversary. Despite passing legislations that allowed online gaming, poker and sports betting back in 2017, it took until July 2019 for the first sites to go live.

Despite reports that online poker would be available in July, casino gaming got things underway. SugarHouse Online Casino, Hollywood Casino Online and Parx Casino Online were the first three operators to open their virtual doors.

Even with just a handful of active casino sites, hopes are high for the Keystone State. Some industry experts believe the right conditions would allow Pennsylvania online gaming to surpass New Jersey’s recent achievements.

Right Conditions Could Unlock Keystone State Potential

As is stands, the Garden State is the most active and, therefore, most lucrative regulated online gaming market in the US. However, a population of almost 13 million (compared to New Jersey’s nine million), there’s scope for this to change.

For its part, the PGCB is pushing to raise the bar before the industry hits its stride.

No doubt taking its cues from regulatory bodies such as the UK Gambling Commission (UKGC), the PGCB wants consumers to be 100% happy at all times. By making the complaint procedure clear, it’s hoping to identify potential issues before they become a major problem.

While this alone won’t help it become the leading US gaming state, it’s a positive start. Indeed, when operators such as PokerStars finally enter the Pennsylvania online gaming market, activity is likely to soar.

Although it will take time before revenue can match the levels seen in New Jersey, the opportunity for growth is there and that could help the US gaming industry as a whole.