Our Role

The Missouri Gaming Commission regulates casinos, charitable gaming, and persons who engage in licensed gaming activities. The Commission enforces laws and regulations that govern licensed gaming activities. In fulfilling our role, the Commission establishes and enforces gaming regulations, investigates alleged violations by licensees, and takes disciplinary action against licensees for violations. The Commission also seeks criminal prosecution for violations of law when appropriate.

Who you should contact with your complaint

CHARITABLE GAMES - BINGO

If you have a complaint about any activity associated with charitable games, bingo, pull-tabs, etc., call the Charitable Games Section at 573 526-5370 or write the Charitable Games Section, Missouri Gaming Commission, 3417 Knipp Drive, P. O. Box 1847, Jefferson City, MO 65109.

CASINOS

If you have a complaint about any activity involving any apparent violation of a law or gaming regulation in relation to casino based gaming activities, call 573 526-4080 or complete, sign and submit a complaint form to the Missouri Gaming Commission.

NOTE: If your complaint deals with customer service issues, how you were treated, a lack of courtesy by casino personnel, or other similar issues, you should address your complaint directly to the casino - either the shift supervisor, customer service representative, or general manager.

ILLEGAL GAMBLING DEVICES NOT OPERATED BY LICENSEES

The Missouri Gaming Commission has no authority over illegal gambling devices owned or operated by private vendors, business, or organizations unless the business or organization has a license to operate a casino or charitable games/bingo. Complaints about illegal gambling machines in convenience stores, fraternal organizations, truck stops, etc., should be directed to your local police chief, sheriff, and prosecutor who do have jurisdiction.

When the Gaming Commission receives complaints of illegal gambling devices we forward that information to the local police chief, sheriff, and prosecutor as well as the Missouri State Highway Patrol and the Attorney General's Office. Because certain Commission personnel have a high level of expertise with gaming machines, we offer assistance to those officials in any official enforcement action they might take in response to the complaint received.

What YOU should do when submitting a complaint to the Commission

Review the paragraph "Who you should contact with your complaint"

If you have questions about situations that could be the basis for a complaint, call (573) 526-4080 or contact the Gaming Commission by e-mail to CasinoComplaint@mgc.dps.mo.gov

Complete the complaint form - provide all information as completely and accurately as possible

Provide all relevant details in the "Description of Incident" section of the form

SIGN the complaint form

Submit the complaint form by U. S. Mail to:

Missouri Gaming Commission
3417 Knipp Drive P. O. Box 1847
Jefferson City, MO 65109

MGC Complaint Form that can be printed off in HARD COPY (for signature)

You need an Adobe Acrobat reader to open and print the following forms.
If you do not yet have an Adobe Acrobat reader, you can download one for free by going to:
http:://www.adobe.com/products/acrobat/readermain.html

• Complaint Form for Riverboat Casino
• Complaint Form for Bingo Games

What the Gaming Commission will do

Upon receipt of a formal complaint, the Gaming Commission will:

Review the allegations to determine if the Commission has jurisdiction. Complaints related to incidents over which the Commission does not have jurisdiction will be returned to the sender with an explanation and/or forwarded to the appropriate agency or official that has jurisdiction.
Assign the complaint to a gaming agent for investigation. The person making the complaint may be contacted during the investigation and should be prepared to cooperate with the investigator by providing additional information or materials as may be needed.
Investigate the complaint. Typically all parties involved will be interviewed, all applicable documents will be reviewed, available surveillance tapes will be reviewed, and all available evidence will be gathered and examined to determine the facts of the case.
Review the facts as contained in the investigation report. Based on an objective review of the facts, a determination is made as to the classification of the complaint and what, if any, further action is needed.
Classify the complaint. Each allegation will be classified into one of the following categories:

• Substantiated - Allegation is supported by sufficient evidence
• Unsubstantiated - Insufficient evidence was available to prove or disprove the allegations
• Exonerated - Incident occurred but was proper or lawful
• Unfounded - Allegation is false

Mail a summary of the findings of the investigation to the person who submitted the complaint.

Follow-up as needed. If any complaint investigation reveals reasonable grounds to believe a violation of law or regulations was committed, the matter will be reviewed internally to determine whether any formal disciplinary action against any licensee(s) is appropriate. Additionally, complaints can result in new regulations, changes to existing regulations, changes in enforcement policies, training, or other actions to better ensure the integrity of gaming in Missouri.