Atlassino Academy · How casinos work · Lesson 6
Who runs Chilean casinos and who checks them
One law and one regulator for the whole country: a company runs each casino under a permit, and the regulator grants it, keeps the catalogue of games and checks the room. Here is who does what, and where a wrong payout goes.
You are at a casino in Chile and a payout at the table looks wrong. Who is in charge of that room, and who do you go to?
The short answer
One law and one regulator cover every casino in the country. Each casino is run by a company that holds an operating permit: a closed corporation incorporated in Chile, which the State authorises through the Superintendencia de Casinos de Juego (SCJ) for 15 years, and which has to run its games itself. The regulator grants and revokes the permits, keeps the catalogue of the games a casino may offer, and checks the games and the machines. If a payout looks wrong, ask the pit boss first; you may review the recording of the hand with the casino, put in a complaint to the casino, and take the casino’s answer to the regulator if you disagree with it.
Leoformer dealer · rules and maths
Here the answer is short, because there is one of everything: one law, one regulator, one catalogue of games. The work is in knowing which part is the casino’s and which is the regulator’s.
One law and one regulator for the whole country
The regulator describes its own role in one sentence: to regulate and oversee the games of chance inside the casinos the law authorises. The casino law gives it the job of supervising and overseeing the rules for the installation, running and operation of every casino in the country.
The games are the regulator’s too. The law calls the catalogue of games the formal register of the games of chance a casino may run, drawn up and administered by the regulator, and only the games in it may be played. Operators may run only the games the law and its regulations authorise.
The regulator counts 22 casinos authorised under the law, and 3 municipal ones.
Who runs a casino: a company with a permit
A casino is run under an operating permit: the authorisation the State grants, through the regulator, to run a casino, with its gaming licences and its additional services. Only closed corporations incorporated in Chile may apply for one, and a permit is granted for 15 years.
The company runs its games itself. The games licensed to it have to be run by it directly, and any transfer, lease or handing over of their running to third parties is prohibited.
The three municipal casinos are run under a different arrangement: casinos that were already running under a municipal concession when the law came into force may go on under the conditions agreed with their municipality, and the regulator calls them concessionaires of municipal casinos. For the casinos already running when the law was published, the law kept their own legal and contract rules, and applied its rules on oversight and sanctions to them.
Who checks the room
The regulator grants, denies, renews and revokes the operating permits, and oversees the games under their rules, together with the correct working of the machines and the equipment used for them.
The bet limits show how the two share a table. The minimum and maximum bets are the ones the operating company set in its plan of bets, with the regulator’s approval beforehand, and they have to be posted in the gaming rooms for each game. A player has the right to know the plans of bets and the pay tables of every game, and to see a copy of the law, the regulations and the catalogue at the casino.
Leoformer dealer · rules and maths
The casino runs the table; the regulator approved the limits on its sign and wrote the catalogue its rules come from. When you read the sign, you are reading both.
Who does what
Put side by side, the law, the catalogue and the regulator’s page on players split the work like this. One line belongs to neither side: the regulator lists watching your own bet among the player’s duties.
| The job | Whose job |
|---|---|
| Grants, renews and revokes the permit to run a casino. | The regulator |
| Runs the games at the tables and the machines, without handing them to anyone else. | The casino’s operator |
| Draws up and keeps the catalogue of the games a casino may offer. | The regulator |
| Sets the minimum and maximum bets of each game, in its plan of bets. | The casino’s operator |
| Checks how the games are run, and that the machines and the equipment work correctly. | The regulator |
| Keeps the camera recordings for twenty-one days, and for three years once a complaint is filed. | The casino’s operator |
| Answers a written complaint within ten working days. | The casino’s operator |
| Reviews the casino’s answer to a complaint, when the player disagrees with it. | The regulator |
| Watches the bet, checks it is playing where it was placed, and has an error corrected in time. | The player |
When a payout looks wrong
At the table, the first step is the pit boss. A player may consult the pit boss, or whoever stands in for them, about any disagreement over the rules of the game, and get an answer; at blackjack, a disagreement with the dealer’s decision is settled by the pit boss under the rules.
The tables are filmed. A player may review a recorded hand together with the operating company. The casino has to keep the recordings for 21 days, and once a complaint is filed, for 3 years.
A complaint goes to the casino first. A player may complain to the casino, as a first instance, about how the casino works and how its games are run, and get its answer within the time set. The procedure a casino posts for the public gives 6 months from what happened to complain, in person on a form at the casino, by post, by email, or through a web page or QR code, and 10 working days for the casino to answer.
If the answer does not satisfy you, the second instance is the regulator: a player may ask it to review what the casino’s letter said. The regulator’s own answers name 75 calendar days as its time to answer a complaint.
Mayaformer floor supervisor · manners, money and breaks
A payout that was short is worth raising, and the steps above are how. What no complaint gets back is money lost on bets that were paid exactly as the table says. Set the limit for the evening before you go in, and keep to it whoever runs the casino.
If it stops feeling like a night out, read the box below: it says where self-exclusion and the regulator are reached.
If it stops being fun
If gambling stops being fun, the SCJ self-exclusion applies in every casino in the country. Minimum entry age: 18 (age of majority under Law 19.221; Law 19.995 bars minors from gaming rooms). The casino may ask for an official ID. More on responsible gaming.
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Practice: who does it, and what comes next
Level 1 gives a job and asks whose job it is: the casino’s operator, the regulator or the player. Level 2 gives where a disagreement over a payout has got to, and asks for the next step.
Nothing is bet here, and nothing is random. Each question is a set situation, and the answer comes from the texts quoted on this page.
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- Who does this? Sets the minimum and maximum bets of each game, in its plan of bets.
Under the law and the regulator’s rules, whose job is this?
- The casino’s operator The limits are the ones the operating company set in its plan of bets, with the regulator’s approval beforehand.
- The regulator It is the operator’s job. The limits are the ones the operating company set in its plan of bets, with the regulator’s approval beforehand.
- The player It is the operator’s job. The limits are the ones the operating company set in its plan of bets, with the regulator’s approval beforehand.
The company that holds the permit runs the room and answers for it; the regulator grants the permit, keeps the catalogue, approves and oversees; and a few things are the player’s own job.
- So far The casino’s written answer has come, and you disagree with it.
What is the next step the rules give you?
- Take it to the regulator A player who disagrees with the casino’s answer may ask the regulator to review it: the second instance.
- Put in a complaint to the casino Not yet, or not this way. A player who disagrees with the casino’s answer may ask the regulator to review it: the second instance.
- Accept it: a paid bet is settled Not yet, or not this way. A player who disagrees with the casino’s answer may ask the regulator to review it: the second instance.
The order the rules give is the pit boss at the table, the recording reviewed with the casino, a complaint to the casino, and the regulator as a second instance once the casino has answered.
Every question in the practice run is worked out the same way: the law and the regulator’s pages, as they are quoted on this page, decide the answer.
How the practice run works
Where the questions come from. Level 1 is the table of jobs above. Level 2 follows the steps of the section on a wrong payout, one situation at a time. The wrong answers are named mistakes: giving a job of the casino to the regulator or the other way round, going to the regulator before the casino has answered, and taking a paid bet as settled when the payout looked wrong.
One strip, and no rounds. Every square on the strip is one question of this lesson, and all of the squares are there from the start. Your first answer fills the square it belongs to; when the squares of one level are full, the next level begins by itself. Practising a question you got wrong turns its cross into “fixed in practice” and does not change the count, because only first answers count.
Your progress stays in this browser, and nothing is sent anywhere.
Check yourself
Mayaformer floor supervisor · manners, money and breaks
Three quick ones. Pick an answer, then check it. No timer, no points: just whether it stuck.
Back to the question we opened with. The company that holds the permit runs the room, and the regulator checks it. A wrong payout goes to the pit boss, then to a complaint to the casino, and then, if you disagree with its answer, to the regulator.
Where to go next, and further reading
18+ across Chile · Play responsibly · self-exclusion and the regulator are further up this page
Further reading
- Ley 19.995: bases generales para la autorización, funcionamiento y fiscalización de casinos de juego · Biblioteca del Congreso Nacional (LeyChile)The casino law: who may hold a permit, for how long, and what the regulator does.
- Funcionamiento de los juegos: Deberes y derechos de los jugadores de los casinos de juego · Superintendencia de Casinos de Juego (SCJ)What a player may ask of the casino: the pay tables, a copy of the rules, a review of a recorded hand, and a complaint in two instances.
- Preguntas frecuentes (rol de la SCJ y casinos de juego) · Superintendencia de Casinos de Juego (SCJ)The regulator’s own answers: its role, how many casinos there are, and how long it takes to answer a complaint.
How it’s worked out
Rules, sources and hosts
Where the answers come from. Who runs a casino and what the regulator does are quoted from the casino law, Law 19.995, as the National Congress Library publishes it; how many casinos there are, and how long the regulator takes to answer, from the regulator’s own questions and answers; the player’s rights and duties from the regulator’s page on them; the bet limits from the national catalogue of games. The six months and the ten working days come from the complaint procedure an operator posts for the public, which speaks in the regulator’s voice; the twenty-one days of recordings are in that procedure and on a second operator’s complaint form. The publisher of each text is on its button, and the sentences are in Spanish.
What this page does not say. It does not name the companies behind particular casinos, or say which casino is open: those are facts about rooms, and the texts here are about the rules. The three municipal casinos are named by the regulator only as a number, and this page does not guess who runs each.
Our readings. We read “explotar” as running the games, and “primera instancia” and “segunda instancia” as the first and second steps of a complaint. The paraphrase of each text is ours; the sentence behind it is on its button.
What we are. This site is a reference book about casinos. It does not run one, is not a party to any of the arrangements described above, and is not registered, licensed or overseen by any of the bodies named on this page: every one of them is quoted here as a source, and none of them is quoted about us.
Hosts. Leo and Maya are illustrated characters. Their backstories, a former dealer and a former floor supervisor, are written for the course: neither is a real person, and neither speaks for any casino. The rules and numbers on this page come from the sources it cites, not from their experience.
Whose job: permits
Otorgar, denegar, renovar y revocar los permisos de operación de casinos de juegoFree translation: To grant, deny, renew and revoke operating permits for gaming casinos
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Whose job: run games
Los juegos de azar cuya licencia haya sido otorgada al operador, deberán ser explotados por éste en forma directa, quedando prohibida toda transferencia, arrendamiento, cesión o entrega de su explotación a terceros a cualquier título.Free translation: Games of chance for which a licence has been granted to the operator must be operated by the operator directly, and any transfer, lease, assignment or handing over of their operation to third parties, on any basis, is prohibited.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Whose job: catalogue
El referido registro será confeccionado y administrado por la Superintendencia.Free translation: The aforementioned register shall be drawn up and administered by the Superintendencia.
Sólo se podrán desarrollar los juegos incorporados oficialmente en el catálogo de juegosFree translation: Only the games officially included in the catalogue of games may be offered
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Whose job: limits
Los montos mínimos y máximos de las apuestas si los hay, son los que hayan sido determinados por la sociedad operadora del casino de juegos en el plan de apuestas, previa aprobación de la Superintendencia de Casinos de Juego.Free translation: The minimum and maximum bet amounts, if any, are those determined by the operating company of the gaming casino in the betting plan, subject to prior approval by the Superintendencia de Casinos de Juego.
Dichos montos deberán ser informados en las salas de juego, a través de la señalización correspondiente respecto de cada juego.Free translation: Those amounts must be posted in the gaming rooms, by means of the corresponding signage for each game.
Section General (montos de apuesta); II.1–II.2 Ruleta (doble cero); II.3 Big Six; III.1 Black Jack (seguro, even money)
Whose job: check games
Fiscalizar el desarrollo de los juegos, según las normas reglamentarias de los mismos, como también el correcto funcionamiento de las máquinas e implementos usados al efecto.Free translation: To oversee the conduct of the games, in accordance with their regulatory rules, as well as the correct operation of the machines and equipment used for that purpose.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Whose job: recordings
Los casinos de juego están obligados a mantener las grabaciones captadas por el Sistema de CCTV por un periodo de 21 días de corrido. No obstante, si se genera un expediente de reclamo, las grabaciones permanecerán archivadas durante el plazo de tres añosFree translation: Gaming casinos are obliged to keep the recordings captured by the CCTV System for a period of 21 consecutive days. However, if a complaint file is opened, the recordings shall remain archived for a period of three years
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Le informamos que, conforme a la normativa aplicable, estamos obligados a mantener las imágenes (CCTV), y que esto corresponde a 21 días de grabación.Free translation: We inform you that, in accordance with the applicable regulations, we are obliged to keep the images (CCTV), and that this corresponds to 21 days of recording.
Whose job: answer
El plazo máximo para dar respuesta a los reclamos por parte de la operadora será de 10 días hábiles, contado desde el día hábil siguiente a la recepción del reclamo.Free translation: The maximum period for the operator to respond to complaints shall be 10 business days, counted from the business day following receipt of the complaint.
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Recibirá una respuesta en un plazo máximo de 10 días hábilesFree translation: You will receive a response within a maximum of 10 business days
Whose job: second
Recurrir en segunda instancia ante la Superintendencia de Casinos de Juego, en caso de disconformidad con la respuesta dada por el casino de juego.Free translation: To appeal in second instance to the Superintendencia de Casinos de Juego, if dissatisfied with the response given by the gaming casino.
En caso de disconformidad con lo resuelto por la operadora o, la persona reclamante podrá requerir a esta Superintendencia la revisión de lo informado en la carta de respuestaFree translation: If dissatisfied with the decision of the operator, the person making the complaint may ask this Superintendencia to review what was stated in the response letter
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Whose job: watch bet
Vigilar su apuesta y verificar que ésta quede jugando en la opción que él eligió, corrigiendo en el momento oportuno cualquier error que detecte.Free translation: Watch your bet and verify that it stays in play on the option that you chose, correcting at the right time any error you detect.
The operating permit
Permiso de Operación: la autorización que otorga el Estado, a través de la Superintendencia, para explotar un casino de juego, incluidas en él las licencias de juego y los servicios anexos.Free translation: Operating Permit: the authorisation granted by the State, through the Superintendencia, to operate a gaming casino, including the gaming licences and ancillary services included in it.
Podrán optar a permiso de operación para un casino de juego sólo sociedades anónimas cerradas constituidas en ChileFree translation: Only closed corporations (sociedades anónimas cerradas) incorporated in Chile may apply for an operating permit for a gaming casino
El permiso de operación se otorgará por un plazo de quince añosFree translation: The operating permit shall be granted for a period of fifteen years
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The regulator grants the permits
Otorgar, denegar, renovar y revocar los permisos de operación de casinos de juegoFree translation: To grant, deny, renew and revoke operating permits for gaming casinos
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
A complaint to the casino first
Presentar reclamos en primera instancia ante los casinos de juego, frente a discrepancias respecto del funcionamiento del casino de juego y la explotación de juegos de azar y recibir la respuesta del casino de juego en los plazos establecidos.Free translation: To file complaints in first instance with the gaming casinos, regarding discrepancies concerning the operation of the gaming casino and the operation of games of chance, and to receive the gaming casino's response within the established time limits.
Then to the regulator
Recurrir en segunda instancia ante la Superintendencia de Casinos de Juego, en caso de disconformidad con la respuesta dada por el casino de juego.Free translation: To appeal in second instance to the Superintendencia de Casinos de Juego, if dissatisfied with the response given by the gaming casino.
En caso de disconformidad con lo resuelto por la operadora o, la persona reclamante podrá requerir a esta Superintendencia la revisión de lo informado en la carta de respuestaFree translation: If dissatisfied with the decision of the operator, the person making the complaint may ask this Superintendencia to review what was stated in the response letter
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
The operator runs its games directly
Los juegos de azar cuya licencia haya sido otorgada al operador, deberán ser explotados por éste en forma directa, quedando prohibida toda transferencia, arrendamiento, cesión o entrega de su explotación a terceros a cualquier título.Free translation: Games of chance for which a licence has been granted to the operator must be operated by the operator directly, and any transfer, lease, assignment or handing over of their operation to third parties, on any basis, is prohibited.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The regulator oversees the casinos
Corresponderá a la Superintendencia supervigilar y fiscalizar el cumplimiento de las disposiciones legales, reglamentarias y técnicas para la instalación, administración y explotación de los casinos de juego que operen en el país.Free translation: It shall be the responsibility of the Superintendencia to supervise and oversee compliance with the legal, regulatory and technical provisions for the installation, administration and operation of the gaming casinos operating in the country.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
A la Superintendencia le corresponde regular y fiscalizar el desarrollo de los juegos de azar al interior de los casinos de juego autorizados legalmenteFree translation: The Superintendencia is responsible for regulating and overseeing the conduct of games of chance inside legally authorised gaming casinos
Superintendencia de Casinos de Juego (SCJ) · Preguntas frecuentes (rol de la SCJ y casinos de juego) · read
The catalogue of games
El referido registro será confeccionado y administrado por la Superintendencia.Free translation: The aforementioned register shall be drawn up and administered by the Superintendencia.
Sólo se podrán desarrollar los juegos incorporados oficialmente en el catálogo de juegosFree translation: Only the games officially included in the catalogue of games may be offered
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Only authorised games
Los operadores sólo podrán explotar los juegos de azar que esta ley y sus reglamentos autoricenFree translation: Operators may only operate the games of chance that this law and its regulations authorise
Section Art. 5 (juegos autorizados)
How many casinos
Actualmente existen 22 casinos de juego autorizados al amparo de la Ley Nº19.995 y 3 municipales.Free translation: There are currently 22 gaming casinos authorised under Law Nº19.995 and 3 municipal ones.
Superintendencia de Casinos de Juego (SCJ) · Preguntas frecuentes (rol de la SCJ y casinos de juego) · read
The operating permit
Permiso de Operación: la autorización que otorga el Estado, a través de la Superintendencia, para explotar un casino de juego, incluidas en él las licencias de juego y los servicios anexos.Free translation: Operating Permit: the authorisation granted by the State, through the Superintendencia, to operate a gaming casino, including the gaming licences and ancillary services included in it.
Podrán optar a permiso de operación para un casino de juego sólo sociedades anónimas cerradas constituidas en ChileFree translation: Only closed corporations (sociedades anónimas cerradas) incorporated in Chile may apply for an operating permit for a gaming casino
El permiso de operación se otorgará por un plazo de quince añosFree translation: The operating permit shall be granted for a period of fifteen years
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The operator runs its games directly
Los juegos de azar cuya licencia haya sido otorgada al operador, deberán ser explotados por éste en forma directa, quedando prohibida toda transferencia, arrendamiento, cesión o entrega de su explotación a terceros a cualquier título.Free translation: Games of chance for which a licence has been granted to the operator must be operated by the operator directly, and any transfer, lease, assignment or handing over of their operation to third parties, on any basis, is prohibited.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The municipal casinos
Los casinos de juego que a la fecha de entrada en vigencia de esta ley se encuentren en actual operación en razón de una concesión municipal, podrán seguir operando en las condiciones convenidas con la municipalidad respectivaFree translation: Gaming casinos that, on the date this law enters into force, are currently operating under a municipal concession may continue to operate under the conditions agreed with the respective municipality
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
cualquiera de los casinos de juego (autorizados por la Ley N°19.995 o concesionarias de casinos municipales)Free translation: any of the gaming casinos (authorised by Law N°19.995 or municipal casino concessionaires)
Superintendencia de Casinos de Juego (SCJ) · Preguntas frecuentes (rol de la SCJ y casinos de juego) · read
The casinos open before the law
Los casinos de juegos que se encuentren en operación al momento de la publicación de esta ley continuarán rigiéndose por las normas legales, administrativas y contractuales que les son propiasFree translation: Gaming casinos that are in operation at the time of publication of this law shall continue to be governed by the legal, administrative and contractual rules that apply to them
las normas sobre fiscalización y sanciones que este cuerpo legal contempla se aplicarán a los casinos señalados en el inciso primeroFree translation: the rules on oversight and sanctions contemplated in this legal text shall apply to the casinos referred to in subsection one
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The regulator grants the permits
Otorgar, denegar, renovar y revocar los permisos de operación de casinos de juegoFree translation: To grant, deny, renew and revoke operating permits for gaming casinos
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
The regulator checks the games
Fiscalizar el desarrollo de los juegos, según las normas reglamentarias de los mismos, como también el correcto funcionamiento de las máquinas e implementos usados al efecto.Free translation: To oversee the conduct of the games, in accordance with their regulatory rules, as well as the correct operation of the machines and equipment used for that purpose.
Section Art. 3, 4, 5, 17, 26, 36, 37; art. 2 y 3 transitorios
Who sets the bet limits
Los montos mínimos y máximos de las apuestas si los hay, son los que hayan sido determinados por la sociedad operadora del casino de juegos en el plan de apuestas, previa aprobación de la Superintendencia de Casinos de Juego.Free translation: The minimum and maximum bet amounts, if any, are those determined by the operating company of the gaming casino in the betting plan, subject to prior approval by the Superintendencia de Casinos de Juego.
Dichos montos deberán ser informados en las salas de juego, a través de la señalización correspondiente respecto de cada juego.Free translation: Those amounts must be posted in the gaming rooms, by means of the corresponding signage for each game.
Section General (montos de apuesta); II.1–II.2 Ruleta (doble cero); II.3 Big Six; III.1 Black Jack (seguro, even money)
The pay tables and the rules
Conocer y entender los planes de apuestas y las tablas de pago de todos los juegos que se desarrollan al interior del casino de juego.Free translation: To know and understand the betting plans and the payout tables of all the games played inside the gaming casino.
Tener acceso a una copia de la Ley de Casinos, Reglamentos y Catálogo de Juegos actualizados de la Superintendencia, en las dependencias del casino de juego.Free translation: To have access to a copy of the Casino Law, Regulations and Catalogue of Games of the Superintendencia, as updated, on the premises of the gaming casino.
Ask the pit boss
Consultar al jefe de mesa o al jefe de sección o quien cumple sus funciones en caso de cualquier discrepancia en la interpretación correcta de las reglas del juego, y recibir respuesta a dichas consultas.Free translation: To consult the table supervisor or the section supervisor, or whoever performs their functions, in the event of any discrepancy over the correct interpretation of the rules of the game, and to receive an answer to those queries.
The pit boss settles it
Si uno o más jugadores están en desacuerdo con la decisión del croupier respecto de una jugada o una situación particular ocurrida durante el juego, se deberá solicitar la concurrencia del jefe de mesa, quien resolverá conforme al reglamento.Free translation: If one or more players disagree with the dealer's decision regarding a play or a particular situation that occurred during the game, the attendance of the table supervisor must be requested, who shall decide in accordance with the regulations.
Section General; Black Jack (el jugador); Ruleta; Texas Hold’em
Review the recording with the casino
Revisar conjuntamente con la sociedad operadora una jugada grabada por el Sistema de Circuito Cerrado de Televisión (CCTV)Free translation: To review, together with the operating company, a play recorded by the Closed-Circuit Television (CCTV) System
How long the recordings are kept
Los casinos de juego están obligados a mantener las grabaciones captadas por el Sistema de CCTV por un periodo de 21 días de corrido. No obstante, si se genera un expediente de reclamo, las grabaciones permanecerán archivadas durante el plazo de tres añosFree translation: Gaming casinos are obliged to keep the recordings captured by the CCTV System for a period of 21 consecutive days. However, if a complaint file is opened, the recordings shall remain archived for a period of three years
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Le informamos que, conforme a la normativa aplicable, estamos obligados a mantener las imágenes (CCTV), y que esto corresponde a 21 días de grabación.Free translation: We inform you that, in accordance with the applicable regulations, we are obliged to keep the images (CCTV), and that this corresponds to 21 days of recording.
A complaint to the casino first
Presentar reclamos en primera instancia ante los casinos de juego, frente a discrepancias respecto del funcionamiento del casino de juego y la explotación de juegos de azar y recibir la respuesta del casino de juego en los plazos establecidos.Free translation: To file complaints in first instance with the gaming casinos, regarding discrepancies concerning the operation of the gaming casino and the operation of games of chance, and to receive the gaming casino's response within the established time limits.
Six months, and the ways to complain
El cliente podrá interponer su reclamo dentro del plazo de 6 meses contado desde la ocurrencia de los hechos que lo motivan.Free translation: The customer may file their complaint within a period of 6 months counted from the occurrence of the events that give rise to it.
Las operadoras deberán contar con, al menos, los siguientes medios de recepción de reclamos: presencial (Formularios dispuesto en puntos de casino), correo postal, correo electrónico y sitio o aplicación QR webFree translation: Operators must have at least the following means of receiving complaints: in person (forms available at casino points), postal mail, email and a website or QR web application
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Ten working days to answer
El plazo máximo para dar respuesta a los reclamos por parte de la operadora será de 10 días hábiles, contado desde el día hábil siguiente a la recepción del reclamo.Free translation: The maximum period for the operator to respond to complaints shall be 10 business days, counted from the business day following receipt of the complaint.
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
Recibirá una respuesta en un plazo máximo de 10 días hábilesFree translation: You will receive a response within a maximum of 10 business days
Then to the regulator
Recurrir en segunda instancia ante la Superintendencia de Casinos de Juego, en caso de disconformidad con la respuesta dada por el casino de juego.Free translation: To appeal in second instance to the Superintendencia de Casinos de Juego, if dissatisfied with the response given by the gaming casino.
En caso de disconformidad con lo resuelto por la operadora o, la persona reclamante podrá requerir a esta Superintendencia la revisión de lo informado en la carta de respuestaFree translation: If dissatisfied with the decision of the operator, the person making the complaint may ask this Superintendencia to review what was stated in the response letter
Enjoy (Enjoy Casino & Resort) · Información al Público: orden de los reclamos y plazos (PDF) · read
How long the regulator takes
El plazo de respuesta a una consulta es de 18 días corridos, a un reclamo es de 75 días corridos, y a una denuncia o queja es de 30 días corridos.Free translation: The response time for an enquiry is 18 calendar days, for a complaint it is 75 calendar days, and for a report or grievance it is 30 calendar days.
Superintendencia de Casinos de Juego (SCJ) · Preguntas frecuentes (rol de la SCJ y casinos de juego) · read