S.L. 583.8 Art. 15Player Support Unit.

(1) There shall be established by the Authority, whether as part of the Authority or as an independent entity, a Player

Support Unit with the function of receiving complaints from players arising out of or in connection with any gaming service.

(2) Without prejudice to the provisions of sub-regulation (3), the Player Support Unit shall, with respect to any complaint which shall be received thereby, examine such complaint independently of any dispute which has been referred to an ADR entity, as part of its compliance functions.

(3) Without prejudice to the generality of the powers of officials of the Authority in terms of the applicable regulatory instruments and any other law, in examining a complaint the Player Support Unit shall be entitled to demand any pertinent information from the relevant authorised person.

(4) If during the examining of a player complaint, the Player Support Unit identifies a potential breach of a regulatory instrument, the Player Support Unit shall escalate the issue to the Authority’s directorate responsible for compliance.

(5) The Authority may, by means of a binding instrument, establish the rules and procedures to which the Player Support Unit shall adhere, including but not limited to the minimum criteria for a complaint to be received and processed thereby.