# 11 Va. Admin. Code § 5-80-30: 11VAC5-80-30. Complaints

> Virginia · Regulations · In force

URL: https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_30

## Section

- **Citation:** 11 Va. Admin. Code § 5-80-30
- **Heading:** 11VAC5-80-30. Complaints
- **Jurisdiction:** Virginia
- **Kind:** Regulations
- **Status:** In force
- **Text as of:** August 14, 2026
- **Source:** Compiled text
- **Location:** Virginia Administrative Code / Title 11 Gaming / Agency 5 Virginia Lottery Board / Chapter 80 / 11VAC5-80-30

## Text

A. A permit holder shall develop and publish procedures by which a sports bettor may file a complaint with the permit holder in person, in writing, online, or by other means about any aspect of the sports betting program.
B. A permit holder shall respond to any such complaint in writing, via email, or via live chat within 15 days of the filing of the complaint. If a sports bettor requests relief in a complaint and the requested relief or part thereof will not be granted, the response to the complaint shall state with specificity the reasons for the denial of relief.
C. If the response to a complaint is that additional information is needed, the form and nature of the necessary information shall be specifically stated. When additional information is received, further response shall be required within seven days.
D. All complaints received by a permit holder from a sports bettor and the permit holder's responses to complaints, including email and live chat transcripts, shall be retained by the permit holder for at least four years and made available to the department within seven days of any request from the department.

## Nearby sections

- [11 Va. Admin. Code § 5-80-10 11VAC5-80-10. Definitions](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_10.md)
- [11 Va. Admin. Code § 5-80-20 11VAC5-80-20. Sports bettors' bill of rights](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_20.md)
- [11 Va. Admin. Code § 5-80-30 11VAC5-80-30. Complaints](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_30.md)
- [11 Va. Admin. Code § 5-80-40 11VAC5-80-40. Prohibition on out-of-state betting](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_40.md)
- [11 Va. Admin. Code § 5-80-50 11VAC5-80-50. Underage betting](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_50.md)
- [11 Va. Admin. Code § 5-80-60 11VAC5-80-60. Compliance with tax laws; disclosure](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_60.md)
- [11 Va. Admin. Code § 5-80-70 11VAC5-80-70. Excluded individuals](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_70.md)
- [11 Va. Admin. Code § 5-80-80 11VAC5-80-80. Corporate responsible gambling policies](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_80.md)
- [11 Va. Admin. Code § 5-80-90 11VAC5-80-90. Sports betting platform features](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_90.md)
- [11 Va. Admin. Code § 5-80-100 11VAC5-80-100. Security of funds and data](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_100.md)
- [11 Va. Admin. Code § 5-80-110 11VAC5-80-110. Limitations on user accounts](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_110.md)
- [11 Va. Admin. Code § 5-80-120 11VAC5-80-120. Protections for at-risk or problem bettors](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_120.md)
- [11 Va. Admin. Code § 5-80-130 11VAC5-80-130. Prohibition on the extension of credit](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_130.md)
- [11 Va. Admin. Code § 5-80-140 11VAC5-80-140. Promotional offers](https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_140.md)

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Source: Frix Law Library, https://www.frixlaw.com/law-library/statutes/STATE_VA_ADC_11_5_80_30. Check the current official text before relying on it. Not legal advice.