International edition
September 24, 2021

Of the 127 valid disputes, 44% were resolved in favour of the player

eCOGRA reports fall in player complaints and a rise in bonus abuse

(US).- Independent player protection organization eCOGRA has reported a 12% fall in the number of complaints it has received from online gamblers in the first quarter of this year.

A

total of 171 dispute mediation requests were received during the quarter, well down on the average quarterly figure for 2007 of 195.

Of the 171 disputes lodged, 27 were in respect of websites not accredited by eCOGRA. A further 17 “disputes” were classed as invalid due to insufficient contact information, abuse, falsehood or the lack of a specific complaint.

Tex Rees, eCOGRA’s Fair Gaming Advocate, said: "Unfortunately, the quarter has been marred by a relatively large number of false bonus abuse complaints lodged by fraudulent players, which when investigated in depth were found to be invalid due to multiple accounts, bonus over-claiming and in a minority of cases out-and-out fraud." Rees added that 27% of disputes handled by her were related to bonus issues.

Of the 127 valid disputes, 44% were resolved in favour of the player. "The main cause for complaint was Cash In related matters, which generated 61 disputes, or 48% of the total valid disputes received," said Rees. "Bonus issues constituted 27% of the disputes, followed by locked account issues at 17% and miscellaneous complaints at 8%."

Online players with a problem at any eCOGRA accredited venue who cannot obtain satisfaction at casino or poker room management level, can obtain a fair and impartial investigation by the FGA when a dispute is lodged at www.ecogra.org/disputes.

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