Ecogra and decisions?

brizman

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Hi.

Can anyone clarify:

If any case/complaint is forwarded to ecogra as an ADR (alternative dispute resolution). If found for player or casino, is the outcome binding?
 

dunover

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Hi.

Can anyone clarify:

If any case/complaint is forwarded to ecogra as an ADR (alternative dispute resolution). If found for player or casino, is the outcome binding?
Usually yes, but I'm not sure it's compulsory - if however, you've already won an ECOGRA dispute it adds great weight to any possible small claims court action thereafter by yourself.
 

brizman

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Jul 5, 2019
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Britain
Thanks for the replies..will commissions (uk and mga) side with ADR outcome too? I mean, if ADR finds on a case, but it is then forwarded on to commission/authority. Is that hidden within terms that they automatically agree with ADR? Anyone?
 

Slottery

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I think it's vary rare that UKGC take actions for individual disputes, that's why they made it mandatory all casinos to have ADR service. Think most of casinos do follow their decisions but some might not and some had in their T&C:s that they follow these decision until certain £€ amount but above that they do follow their own evaluation of case.

If ECOGRA agreed that you were right and casino will refuse to follow their decision, i would (you seem to be from UK) ask from UKGC and also from ECOGRA what they recommend as a next step. Like Dunover mentioned, if ECOGRA took your side, your chance in small court probably are quite good but of course impossible to give opinion to go there or not without any knowledge about your issue, so if casino don't cooperate, would start by contacting UKGC and ECOGRA to ask advise what next if you are not happy to casinos decision not to follow ECOGRAs call.
 

brizman

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Jul 5, 2019
Location
Britain
I think it's vary rare that UKGC take actions for individual disputes, that's why they made it mandatory all casinos to have ADR service. Think most of casinos do follow their decisions but some might not and some had in their T&C:s that they follow these decision until certain £€ amount but above that they do follow their own evaluation of case.

If ECOGRA agreed that you were right and casino will refuse to follow their decision, i would (you seem to be from UK) ask from UKGC and also from ECOGRA what they recommend as a next step. Like Dunover mentioned, if ECOGRA took your side, your chance in small court probably are quite good but of course impossible to give opinion to go there or not without any knowledge about your issue, so if casino don't cooperate, would start by contacting UKGC and ECOGRA to ask advise what next if you are not happy to casinos decision not to follow ECOGRAs call.
Thanks..for input. I think the mga and commission have it in there terms that if ADR close case, either for player or casino. Then they will not look at case. Which seems strange to me.
 

Casinomeister

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The UKGC is not set up at all to deal with player complaints. And honestly, they don't have the experience to deal with them either - so it's a good thing.
 

EkJR

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The UKGC will only deal with an individual complaint if it's a Self Exclusion/RG issue and is backed by real evidence. Even then, they wont tell you, they will tell said operator to return funds to you.
 

mack341

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south east england
off the ukgc website:

Binding decisions
We expect you to offer ADR which is binding (if accepted by the customer) for disputes which would otherwise be taken to the small claims court (disputes of not more than £10,000). For disputes over £10,000, the ADR procedure need not be binding - this would allow, for example, that mediation could be employed for disputes of more than £10,000 or for adjudication decisions to be non-binding on the operator.

It also states:

Reporting ADR to the Gambling Commission

You must send us a copy of any decision on, or note of the outcome of, each dispute referred to an ADR. [Interesting, so the ukgc should presumably have your case details on file somewhere, maybe that takes a few weeks though ]

This should include:

  • the name of your ADR provider
  • details of the Commission licences to which the dispute relates
  • a summary of the dispute, including the parties to the dispute, the subject matter, the amount in dispute, the dates of the events leading to the dispute and the views of each party
  • a note of the dispute outcome, including whether the decision was in favour of the customer or not and whether you were directed to settle the amount disputed
  • the reasons for the decision, including relevant rules/provisions applied and supporting evidence.
 
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