PR: eCOGRA FIRST HALF 2006 ONLINE CASINO DISPUTES REPORT RELEASED

[Casinomeister]

FIRST HALF 2006 ONLINE CASINO DISPUTES REPORT RELEASED

Fair Gaming Advocate dealt with 265 complaints

LONDON, AUGUST 11, 2006 - The Fair Gaming Advocate in the London offices of eCommerce and Online Gaming Regulation and Assurance (www.eCOGRA.org) reported this week on complaints received by the non-profit player protection body during the first six months of 2006.

Tex Rees says a total of 265 submissions were made to eCOGRA's online facility, of which 83 (31 percent) concerned online casinos and poker rooms that are not accredited to eCOGRA and are therefore outside the FGA's authority. A further 35 submissions (14 percent) were non-specific rants and statements that could not be followed up.

The remaining 147 disputes were investigated and resolved, 31 percent in favour of the player. The areas of dispute were as follows:

* Cash-in disputes : 75 (51 percent) up from 38 percent in the same period last year.

* Bonus disputes : 41 (28 percent) down from 32 percent last year

* Account disputes: 23 (16 percent) no change from last year

* Miscellaneous : 8 (5 percent) down from 14 percent last year

The FGA received an average of 10 disputes per week, a slight increase over the same period last year. The average number of disputes per "Play It Safe" seal site per month was 0.3 percent, down from 0.7 percent last year.

"Given the major increase in the number of "Play It Safe" sites since last year - there are now 88 sites accredited by eCOGRA - the level of disputes coming in to my office remains remarkably low," Rees says in her report.

"These are all very large online gambling casinos and poker rooms, dealing with high levels of player transactions on a wide variety of games. In 31 percent of cases I found for the player, which represents a very small fault margin in terms of operational activity."

- ends-


About eCOGRA
eCOGRA (www.ecogra.org), the independent standards authority for the online gambling industry, is committed to protecting online casino and poker players around the world. The non-profit organisation addresses the most important issues to players: fast payouts, fair gaming, responsive and efficient service and responsible operator conduct.

eCOGRA provides an international framework of best operational and player practice requirements enforced through inspections, reviews, and continuous monitoring by independent global audit companies. To date, 88 sites comply with these requirements and have been awarded the coveted Play It Safe Seal that identifies to players the safest online gambling sites on the Web. For more information on how eCOGRA is constantly improving standards in online gaming for players everywhere, go to www.ecogra.org

For all media queries or to arrange a briefing, please contact:
Stuart Hehir Susan Lindner
Chameleon PR, London Lotus Public Relations, New York
stuart@chameleonpr.com susan.lindner@lotus-pr.com

 

[Vesuvio]

"In 31 percent of cases I found for the player, which represents a very small fault margin in terms of operational activity."

Assuming Tex Rees came to the right decision

 

[TheBloke]

"Given the major increase in the number of "Play It Safe" sites since last year - there are now 88 sites accredited by eCOGRA - the level of disputes coming in to my office remains remarkably low," Rees says in her report.

Methinks 99% of players have no idea what eCOGRA is.

If this body is intended to proactively protect players, I would think that it should be actively incorporated into the operating procedures of each member casino.

For example:
1. Every email sent by the casinos should have, in its footer, details of who eCOGRA is and what they can do. For example, it might say "If you are unhappy with any decision made by the casino, you can file a dispute with the independent industry watchdog eCOGRA.."
2. This point should be particularly emphasised whenever a casino rules against a player - for example, they might say "Management has upheld the decision to withhold your cashout. If you feel this decision is incorrect, please click here to file a dispute with eCOGRA"
3. More mention should be made of eCOGRA on a casino's website, including details of how to file a dispute. This should be included in the FAQ and on the front page.

In this regard, eCOGRA should act like independent ombusdmen in other industries. For example, whenever I purchase any kind of financial service in the UK, the provider will make it clear to me that, if I am dissatisfied, I can file a complaint with the Financial Ombudsman Service. This will be made fairly clear to me up front - i.e. clearly written in the welcome letter they send me - not buried in ts&cs.

Until eCOGRA actively promotes the services it offers it will, in my opinion, remain nothing more than an industry advocate - benefiting the casino by the use of its seal, but being of little use to the vast majority of real casino users.

 

[jetset]

Constructive and useful

Those comments are very constructive and useful imo, The Bloke.

This is the sort of thing that can improve the eCOGRA service and I would like to suggest that you send it direct to the CEO at eCOGRA. This is his email address: andrew@ecogra.org

If you prefer I can do it for you, but these are your sound ideas and I would therefore need your permission to do so.

 

[TheBloke]

Those comments are very constructive and useful imo, The Bloke.

This is the sort of thing that can improve the eCOGRA service and I would like to suggest that you send it direct to the CEO at eCOGRA. This is his email address: andrew@ecogra.org

If you prefer I can do it for you, but these are your sound ideas and I would therefore need your permission to do so.

Thanks for your response, jetset.

I have sent my comments to Andrew with a little further expansion. I'd like to send this to you, too - could you please PM me your email address?

 

[jetset]

That's great - I'm sure he will find this useful. I have PM'd my private email to you as requested as I would be interested in your thoughts on this.