Our Role
The Missouri Gaming Commission regulates casinos, charitable gaming, and persons who engage in these 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. The Commission does not have authority to arbitrate civil payout disputes between licensees and their customers.
CASINO COMPLAINTS
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, please ask to speak to the Gaming Commission agent on-duty at the casino as soon as possible after the incident. You may also call our Jefferson City office at (573)526-4080 or complete, sign and submit a complaint form to the Missouri Gaming Commission.
PLEASE NOTE: If the issue 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 management.
ILLEGAL GAMBLING DEVICES NOT OPERATED BY LICENSEES
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 have jurisdiction.
SUBMITTING A COMPLAINT TO THE COMMISSION
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 Casino Complaints.
- 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
- Submit the complaint form by U. S. Mail or fax to:
P. O. Box 1847
3417 Knipp Drive
Jefferson City, MO 65109
FAX: (573) 526-5379
MGC Complaint Form that can be printed off in HARD COPY (for signature)
Note: This form can be filled out and saved to your computer for your records.
The complaint form is a PDF and must be opened with Acrobat Reader. If you don't have this program, download it here.
GAMING COMMISSION COMPLAINT INVESTIGATION
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 records 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 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 administrative disciplinary action against any licensee(s) is warranted. 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.