Dispute Resolutions - 1 Jan '11 to 30 Jun '11
DISPUTE MEDIATION STATS FOR 1 JANUARY TO 30 JUNE 2011
| Description | 1st ½ 2011 Totals | 1st ½ 2011
% |
2010 Totals |
2010
% |
2009 Totals |
2009
% |
| Dispute mediation requests received | 474 | | 846 | | 826 | |
| Number of non-eCOGRA site requests | 57 | 12% | 67 | 8% | 83 | 10% |
| Number of ‘Invalid’ requests received | 60 | 13% | 125 | 15% | 115 | 14% |
| Number of ‘Valid’ dispute mediation requests received | 358 | 75% | 654 | 77% | 628 | 76% |
| Number of valid disputes resolved in favour of the player | 144 | 40% | 283 | 43% | 303 | 48% |
| Average number of valid disputes received per week | 13.77 | | 12.58 | | 12.07 | |
| Average number of valid disputes received per approved site per month | 0.41 | | 0.38 | | 0.37 | |
Valid disputes received by type:
| Dispute Type | 1st ½
2011 Totals | 1st ½
2011
% |
2010 Totals |
2010
% |
2009 Totals |
2009
% |
| Cash-in | 146 | 44% | 286 | 44% | 286 | |
| Bonus | 84 | 25% | 162 | 25% | 136 | 22% |
| Locked Account | 75 | 19% | 123 | 19% | 119 | 19% |
| Other | 53 | 12% | 83 | 12% | 87 | 13% |
| 358 | | 654 | | 628 | |
- Average number of disputes received per week = 13.77 (2010 = 12.58)
- Average number of disputes received per approved site per month = 0.41 (2010 = 0.38)
An “Invalid” complaint is a submission that does not address a specific incident or issue with a ‘Safe and Fair’ sealed site and can therefore not be investigated by the Fair Gaming Advocate.
Examples of an "invalid complaint" include the following:
* Irrelevant statements that offer no facts or specific details that can be followed up
* General questions that could be answered at casino level
* Cases where the complainant has not first attempted a solution directly with the casino
* Cases where the mandatory period of two weeks before the submission of a complaint has not been allowed to pass.