eCOGRA - THE ONLINE PLAYERS’ FRIEND London,
25 February 2008 - Tex Rees, the Fair Gaming Advocate for player
protection and standards body eCOGRA has released her report for 2007,
showing that the majority (68 percent) of legitimate complaints handled
by her office were settled in favour of the player.
eCOGRA oversees the online gambling activities of some 120 tier one
online casinos and poker rooms owned by some of the biggest and most
established operators on the Internet, and makes available a dispute
resolution service to players at those sites which have been awarded
eCOGRA’s “Safe and Fair” seal.
During 2007 a total of 783 complaints were received, up on the
previous year. However 93 of these were in respect of sites outside the
eCOGRA sphere of influence and could therefore not be handled. A
further 45 were invalid by reason of insufficient information or
Settlements in favour of the player were reached in over 68 percent
of the 645 valid and legitimate complaints with the main causes listed
• Payout problems (47 percent)
• Bonus issues (28 percent)
• Locked accounts (21 percent) and
• Miscellaneous (4 percent)
The average dispute per site per month remained at less than one half of one percent.
“The number of valid disputes received increased over the past
year, and I believe this is a result of players becoming more aware of
our mediation service and our ability to respond quickly in achieving a
fair outcome,` says Rees.
`Resolutions in favour of the player reached 68 percent, and there
appear to have been fewer chancers submitting questionable complaints
in 2007. I suspect that this is because there is a greater awareness
that complaints will be thoroughly investigated in pursuit of a fair
and unbiased resolution.
`It is once again very reassuring to note that the average number
of valid disputes received per approved site per month remains
particularly low at 0.44 percent. This is a clear indication that the
approved operators, together with eCOGRA, are being effective in
meeting the need for fair gaming, player protection and responsible
`Operators have responded in a fast and cooperative manner to those
cases where I have requested information and explanations, and have
been quick to respect my findings in each case.`
The Fair Gaming Advocate maintained an enviable average response time of less than 72 hours on complaints.