RGA Publish Complaints Handling Guidelines

By Brian Cullingworth, Last updated May 18, 2018

Aims for improvement and consistency across gambling sector

The Remote Gambling Association (RGA) has published its COMPLAINTS HANDLING: RGA GOOD PRACTICE GUIDELINES to assist in the overall improvement and consistency of complaints handling across the gambling sector.

“The handling of complaints can create challenges for both the operator and the complainant and that can never be eradicated completely,” a press statement reads.

“Despite that it is in the interests of both parties for the process to be as transparent and straightforward as possible. It is good customer service, but also will make the handling of complaints less confrontational and the outcomes more consistent.”

Brian Cullingworth

Infopowa news was a staple of Casinomeister’s news from 2000 until 2019. Brian Cullingworth was the main writer, contributor, and was one of the most knowledgeable persons I have ever known involved in the online casino industry.

We first met in January 2001 at the ICE in London where I observed him going booth to booth interviewing online casino, software, and licensing jurisdiction representatives. Brian was also heavily involved with our forum as “Jetset“, he was involved as an informal consultant to eCOGRA, the OPA, and was a player advocate who assisted countless aggrieved players with his connections to industry folks. He also published “Casino Cautions” via Infopowa news for quite a number of years. These can be found in our news archives.

His passing in February 2019 was a dark day for us. He will be forever missed.


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