Authorised persons offering a gaming service shall make readily available to players the applicable procedure for making a complaint to the authorised person.
a. Authorised persons offering a gaming service shall, upon receipt of a complaint made by a player who makes or has made use of their gaming service, immediately inquire into the complaint;
b. Authorised persons shall inform the complainant of the results of such inquiry within ten days from the date on which the complaint is received; Provided that where the nature of the inquiry is such that more time is necessary to complete it, such period may be extended by a further ten days; Provided further that where such extension is necessary, the player shall be informed within the first ten days from the date of receipt of the complaint that the authorised person shall be making use of such extension, and the reason or reasons why such extension is warranted.