- Joined
- Jan 20, 2004
- Location
- Saltirelandia
As many of you know it's traditional for us to post an annual PAB Report to complement the announcement of the Casinomeister Awards and this year will be the same. But different.
For the last half dozen years or so I've posted a big chart and made comments on it but since we've had our PAB Summary pages live throughout the year that seems a little repetitious, and maybe a bit dull. So this year I thought I'd post something more like this:
12 Interesting Facts from the 2021 PABs -- with commentary
Obviously a great year for the Casinomeister PABs: over 400 PABs processed and roughly €750,000 returned to players. Needless to say, that nice fat total was aided by some pretty big-ticket cases -- but hey, no moaning from me (or the players) about that!
Speaking of big-ticket cases that was one trend this year that really struck me: far fewer nickle-and-dime cases and lot more high value cases. I can't say if this is unique to Casinomeister or not but I did notice that the average value returned to players per case was a lot lower at some of the other arbitration services. Why that would be I really don't know, but there you go. The average returned to a player on a successfully resolved case through the Casinomeister Player Aritration (PAB) service in 2021 was a healthy €7250! In my mind I see a great gathering of happy-dancing players. We all treasure our delusions, eh?
What else ... ah yes! A bit fat raspberry goes out to Aspire Global for totally ignoring any and all cases we sent to them this past year. In previous years it was hit-and-miss with them: some cases they'd respond to and others they would not. I guess they decided that a door half open was best closed and that's exactly what they did: the reps were no longer available on Skype and Aspire casinos ignored all attempts to open communications. Not a huge number of cases against them in 2021 but enough to notice and wish they weren't being such dicks about it. Ditto for Rival, by the way, but they've been a stone wall for years so what are you gonna say: same old same 'o.
At the other end of the spectrum is LeoVegas/Royal Panda. Many thanks to the team there for opening what had been a closed door in previous years and letting us establish a great working relationship. There were many happy players thanks to their open-mindedness and fairness in dealing with complaint cases. I'm in no position to give awards but if I were LeoVegas/Royal Panda would get the gold star award for rising from the ashes in terms of handling player complaints. Also great at processing player issues this year, have been Videoslots and Dama NV (was previously Direx NV). Both are continuing a strong tradition we established in previous years, many years ago in the case of Videoslots. Hats off to all three groups for being real stars when it comes to receiving and processing player complaints from Casinomeister.
Well, I reckon that's enough blah-blah-blah from me for now. If you have any questions, or would like clarification on any of the above, please don't hesitate to ask below. I'll keep my eyes peeled and answer as best I can.
A small footnote here to encourage everyone to read the In Memorium section of the Casinomeister Awards 2021. We lost Micki from the Kahnawake Complaints resolution team this past year and too few people know what a great beacon of change she was for online gaming as a whole in terms of seriously raising the bar for the handling of player complaints. She was the best and we miss her dearly.
For the last half dozen years or so I've posted a big chart and made comments on it but since we've had our PAB Summary pages live throughout the year that seems a little repetitious, and maybe a bit dull. So this year I thought I'd post something more like this:
12 Interesting Facts from the 2021 PABs -- with commentary
- Total number of PABs received: 413
- Percentage of cases decided in favour of the player and successfully Resolved: roughly 25%
- Percentage of cases in favour of the casino, closed for lack of evidence or abandoned by the player: roughly 50%
- Percentage of cases rejected, cancelled, on hold, still in progress, or duplicates: roughly 25%
- Total monies recovered for players in 2021: roughly €750,000 = £625,000 = US$900,000
- Average amount returned to players per Resolved complaint: roughly €7250
- Largest amount returned to a player through a single PAB: €200,000
- Most complaints against a casino group: LeoVegas/Royal Panda (14), Videoslots/MrVegas (11), Dama NV (9)
- Top three casino groups for quickly and efficiently resolving complaints: Videoslots, Leovegas and Dama NV
- Most unresolved and/or ignored complaints by a casino group: Aspire Global and Rival
- Percentage of complaints against Casinomeister Accredited casinos: roughly 15%
- Percentage of complaints against Casinomeister Rogued casinos: less than 0.5%
Obviously a great year for the Casinomeister PABs: over 400 PABs processed and roughly €750,000 returned to players. Needless to say, that nice fat total was aided by some pretty big-ticket cases -- but hey, no moaning from me (or the players) about that!
Speaking of big-ticket cases that was one trend this year that really struck me: far fewer nickle-and-dime cases and lot more high value cases. I can't say if this is unique to Casinomeister or not but I did notice that the average value returned to players per case was a lot lower at some of the other arbitration services. Why that would be I really don't know, but there you go. The average returned to a player on a successfully resolved case through the Casinomeister Player Aritration (PAB) service in 2021 was a healthy €7250! In my mind I see a great gathering of happy-dancing players. We all treasure our delusions, eh?
What else ... ah yes! A bit fat raspberry goes out to Aspire Global for totally ignoring any and all cases we sent to them this past year. In previous years it was hit-and-miss with them: some cases they'd respond to and others they would not. I guess they decided that a door half open was best closed and that's exactly what they did: the reps were no longer available on Skype and Aspire casinos ignored all attempts to open communications. Not a huge number of cases against them in 2021 but enough to notice and wish they weren't being such dicks about it. Ditto for Rival, by the way, but they've been a stone wall for years so what are you gonna say: same old same 'o.
At the other end of the spectrum is LeoVegas/Royal Panda. Many thanks to the team there for opening what had been a closed door in previous years and letting us establish a great working relationship. There were many happy players thanks to their open-mindedness and fairness in dealing with complaint cases. I'm in no position to give awards but if I were LeoVegas/Royal Panda would get the gold star award for rising from the ashes in terms of handling player complaints. Also great at processing player issues this year, have been Videoslots and Dama NV (was previously Direx NV). Both are continuing a strong tradition we established in previous years, many years ago in the case of Videoslots. Hats off to all three groups for being real stars when it comes to receiving and processing player complaints from Casinomeister.
LATER: I've been a bit remiss in not mentioning @L&L-Jan as our allstar casino rep here on the forums. Half the time I never get around to sending out the PAB because as soon as I mention anything he's on it and getting things squared away. Apparently my hats (??) are already off so I'll just give a respectful bow of appreciation.
Well, I reckon that's enough blah-blah-blah from me for now. If you have any questions, or would like clarification on any of the above, please don't hesitate to ask below. I'll keep my eyes peeled and answer as best I can.
A small footnote here to encourage everyone to read the In Memorium section of the Casinomeister Awards 2021. We lost Micki from the Kahnawake Complaints resolution team this past year and too few people know what a great beacon of change she was for online gaming as a whole in terms of seriously raising the bar for the handling of player complaints. She was the best and we miss her dearly.
Last edited:
