Report a Wager Dispute with an Operator to the Commission
If you believe that you have not received the appropriate winnings for a wager you placed with a North Carolina licensed Operator and you have not been able to resolve that dispute with that Operator, you may choose to file a wager dispute report.
First, seek to resolve your wager dispute with the Operator who accepted your wager. You are encouraged to submit your wager dispute as soon as possible after the disputed play so that all evidence can be collected and preserved.
All licensed sports wagering and pari-mutuel wagering Operators are required to have procedures in place for receiving, investigating, and responding to disputes that Players submit to them. Operators are required to post information about submitting a dispute on their website, mobile app, and if applicable, within their physical wagering facility. In most cases, an Operator will provide a response to a wager dispute within 10 days. This step is important. A registered player must report all wager disputes to their licensed Operator before reporting a dispute to the Commission.
If your dispute remains unresolved by the Operator after they have investigated and responded, you may report the wager dispute to the Commission using the North Carolina State Lottery Commission “Report a Dispute” Form. Before filing this report with the Commission, you must exhaust all resolution procedures with the Operator with whom you are in dispute.
Please be advised that the Commission is unable to act as a mediator to resolve wager disputes, make final decisions concerning wager disputes, or order monies be paid or refunded to you. Importantly, the Commission cannot provide legal advice or bring legal action on your behalf. You may wish to consult a private attorney regarding your dispute to evaluate any legal remedies that may be available to you.
The Commission’s mission is to ensure public confidence in the integrity of gaming and to provide strong oversight of wagering in the State. Commission staff will review your wager dispute to ensure licensed Operators are complying with the law, Commission rules, and their internal controls and house rules. If appropriate, the Commission will take regulatory enforcement action in the manner dictated by the circumstances and the governing law. If your wager dispute report falls within the jurisdiction of another local, state, or federal agency, we may refer your report to that agency. Please be advised that the Commission is unable to act as a mediator to resolve wager disputes, make final decisions concerning wager disputes, or order monies be paid or refunded to you. Importantly, the Commission cannot provide legal advice or bring legal action on your behalf. You may wish to consult a private attorney regarding your dispute to evaluate any legal remedies that may be available to you.
File A Complaint with the Commission
The North Carolina State Lottery Commission investigates complaints against sports wagering and pari-mutuel wagering licensees accused of violating the law, Commission rules, or their own internal controls and house rules. The Commission’s mission is to ensure public confidence in the integrity of gaming and to provide strong oversight of wagering in the State. If you know about or have witnessed a licensee commit a possible violation, please file a complaint with the Commission. After Commission staff review the complaint, the Commission or its staff may open an investigation and, where appropriate, take regulatory enforcement action.
Please note that if your complaint involves a disputed wager, there is a different process you must follow. To learn more about reporting a disputed wager to the Commission, please see the section on wager disputes above.
Importantly, the Commission’s jurisdiction is limited to investigating and taking regulatory enforcement action against licensed sports wagering and pari-mutuel wagering actors in the State. If you have witnessed a crime or been a victim of a crime, please report the incident to law enforcement. If the Commission receives a complaint involving a crime under state or federal law, it will refer the complainant to the appropriate law enforcement agency. In some instances, the Commission may conduct its investigation in concurrence with the law enforcement investigation.
Wager Disputes and Complaints – Frequently Asked Questions
Persons who wish to file a complaint against a sports wagering or pari-mutuel licensee should file a
complaint form online. The Commission has authority to investigate and take regulatory enforcement action against licensees for violation of State law or Commission rules.
A Person who has exhausted all resolution procedures offered by their Operator but still has a wager dispute with their Operator may wish to file a
wagering dispute report with the Commission. The Commission is unable to act as a mediator to resolve wager disputes, make final decisions concerning wager disputes, or order monies be paid or refunded to you. Commission staff will review your wager dispute to ensure licensed Operators are complying with the law, Commission rules, and their internal controls and house rules. Parties with wagering disputes are encouraged to consider seeking their own legal counsel for advice about their rights.
Persons should
file a complaint with the Commission if they know about or have witnessed a sports wagering or pari-mutuel wagering licensee commit a possible violation of the law or Commission rules. Persons should
report a wager dispute to the Commission if they have a disagreement with the manner in which a wager was handled by an Operator and have exhausted all resolution procedures offered by the Operator.
The North Carolina State Lottery Commission is unable to act as a mediator to resolve wager disputes, make final decisions concerning wager disputes, or refund monies to you. The Commission’s mission is to ensure public confidence in the integrity of gaming and to provide strong oversight of wagering in the State. Commission staff will review your wager dispute to ensure licensed Operators are complying with the law, Commission rules, and their internal controls and house rules. If appropriate, the Commission will take regulatory enforcement action in the manner dictated by the circumstances and the governing law. Even if the Commission is not in a position to resolve your dispute directly, learning about your dispute helps Commission staff monitor questionable business practices, set priorities for audits and enforcement efforts, and make recommendations for changes to the law.
Complaints and reports of wager disputes are reviewed by Commission staff and, if appropriate, an investigation or other inquiry is conducted. Commission staff will gather evidence and document events surrounding the disputed wager or possible violation. This may include taking photos, obtaining written statements from involved parties and witnesses, testing software of relevant computerized gaming equipment, reviewing surveillance recordings, and capturing any other relevant evidence.
If, following an investigation or other inquiry, it is determined that violation of the law or rules took place, the Commission will proceed with implementing a corrective action plan or taking regulatory enforcement action. If your wager dispute report or complaint falls within the jurisdiction of another local, state, or federal agency, we may refer your communication to that agency.
The Commission represents the State of North Carolina when investigating or pursuing regulatory enforcement action against a licensee. The Commission cannot provide legal advice to a complainant or bring legal action on the complainant’s behalf. Persons filing a complaint with the Commission may wish to consult a private attorney to evaluate any legal remedies that may be available.
The Commission represents the State of North Carolina when reviewing a wager dispute or pursuing regulatory enforcement action against a licensee. The Commission cannot provide legal advice or bring legal action on behalf of someone with a wager dispute. Persons reporting a wager dispute to the Commission may wish to consult a private attorney to evaluate any legal remedies that may be available.
The Commission represents the State of North Carolina. The Commission cannot provide legal advice or bring legal action on someone else’s behalf. Persons reporting a wager dispute or filing a complaint with the Commission may wish to consult a private attorney to evaluate any legal remedies that may be available.
The Commission represents the State of North Carolina. The Commission cannot provide legal advice or bring legal action on someone else’s behalf. Persons reporting a wager dispute or filing a complaint with the Commission may wish to consult a private attorney to evaluate any legal remedies that may be available.
The length of an investigation varies widely depending upon the alleged or discovered misconduct. An investigation can take just a few weeks up to several months to complete.
It depends. The Commission is an independent state agency subject to the North Carolina Public Records Law, North Carolina General Statutes, Chapter 132. However, the Commission may keep certain records confidential where their disclosure could impair or adversely impact the security or integrity of its investigations into potentially fraudulent or other activities in violation of any laws, regulations, or policies. Persons should be aware that the information provided in the complaint form or wager dispute report may become public record. Additionally, the information filed in the complaint form or wager dispute report may be shared with the relevant sports wagering or pari-mutuel wagering licensee in the course of the Commission’s investigation.