April 12, 2009.
Disputes Decline At eCOGRA Certified Online Casinos In Q1 2009.
Latest 2009's statistics from the Fair Gaming Advocate show that cash-ins are currently the main cause for disputes at eCOGRA
certified online casinos and Internet poker rooms.
In eCOGRA's independent Affiliate Trust Seal service, the inspections and reviews are carried out on-site by
appropriately qualified business professionals armed with a set of requirements and standards that necessitate a full assessment
of the program and its systems.
Tex Rees, the Fair Gaming Advocate at the independent online player protection and standards body eCOGRA, has released the organisation's
first quarter 2009 player disputes report. Rees also reported that total disputes handled in the full year 2008 period were 2.5 times down
on the comparative 2007 number at 743 (2007: 783).
The main source of complaints at 73 or fifty percent of disputes involved cash-ins, well ahead of bonus issues which at 27
constituted only 19 percent of valid disputes. Locked player account complaints in the quarter reached 30, or 27 percent, also
exceeding bonus issues, and there were 15 complaints regarding miscellaneous issues.
Rees received a total of 197 complaints through eCOGRA's online channel in Q1 2009, rejecting 25 as involving non-eCOGRA accredited
operations over which the protection body has no influence. Of the remaining 172, twenty seven complaints were generally abusive or
non-specific in nature, rendering same incapable of enquiry.
Rees investigated and mediated the remaining 145 disputes, resolving 59 in favour of the player. An average of 15.1 complaints per
week were dealt with within 72 hours by the Fair Gaming Advocate.
"It is interesting to note that the incidence of “locked account” complaints has increased by 4 percent and is greater than “bonus”
queries for the first time," observed Rees. "The indications are that this is due to a growing number of cases where linked payer
accounts were proved (a tactic used by players trying to abuse casino and poker bonus promotions) and a greater number of fraudulent
accounts were discovered."
The key performance statistic of average number of disputes per accredited operational site per month was again low at 0.36 in 2009 - down
on the average 0.39 recorded throughout the year 2008.
eCOGRA's certification program has seen the establishment of best gaming practice standards and the in-depth assessment and audit of
major online casino, poker and other gaming sites prior to the award of the new Trust Seal. Currently over 100
online casinos and Internet poker rooms have the "Safe and Fair" seal.
Related Articles:
1. eCOGRA Appoints Former Head Of Gaming Services At Leading.. (27/11/2006)
2. eCOGRA Urges Its Sealholders To Continue To Act Responsibly (14/10/2006)
3. European Online Sportsbetting Company And Internet Bingo Sites.. (21/02/2009)
4. Net Entertainment Achieves eCOGRA's Safe And Fair Accolade (21/10/2008)
5. New eCOGRA 'Affiliate Trust Seal' Program Holds iGaming.. (06/09/2008)
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