We are sorry if you feel that your complaint has not been resolved to your satisfaction at one of our casinos.
As required by the Gambling Commission’s Licence Conditions & Codes of Practice, Caesars Entertainment UK (the Company) has established a formal Complaints & Disputes procedure to which it is required to adhere. Should you wish to pursue your complaint further, then in the first instance you must put your complaint in writing, giving as much detail as possible to the local Director of the casino where you have your grievance. The relevant address for each location can be found at the end of the homepage of that casino. Click here to find yours.
If you remain dissatisfied with the Director’s response you may then write, again providing full details of your complaint, to the Governance & Public Affairs Director at Caesars Entertainment UK’s Head Office. The address is below. As soon as your complaint is received at Head Office you will be sent a letter acknowledging receipt and informing you that your complaint will be investigated by the Compliance & Risk Management Department (CARM). You will be informed in writing of the outcome of that investigation as soon as possible. Please do not telephone or visit Head Office as the matter will not be discussed either in person or on the telephone under any circumstances.
If after the CARM investigation you are still dissatisfied with the outcome AND your complaint relates to the outcome of a gambling transaction (as opposed to say a complaint about quality of service or food & beverage), then the matter may at your request be referred to an independent third party; the Independent Panel for Casino Arbitration (“IPCA”) which is the UK casino industry’s Alternative Dispute Resolution entity.
Please note that an arbitration referral may only take place once the Company’s complaints procedure has been followed in its entirety.
Caesars Entertainment UK
Compliance and Risk Management
55 Baker Street
“Know When to Stop Before You Start”
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