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eCOGRA Reports Lower Disputes

By: Ryan Alders, Wednesday August 11th 2010
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eCOGRA is an independent player protection and standards body to the online gaming industry. One of its functions is the resolution of disputes raised by players against online casinos. eCOGRA has released the statistics for the first half of the calendar year 2010, which show a marked reduction in the number of disputes.

From January 1, 2010 to June 30, 2010 eCOGRA received a total of 376 complaints from online players. eCOGRA mediates only those disputes that involve online casinos certified by it. Since 33 of the disputes concerned non-accredited operators they were not within the scope of eCOGRA’s review. A further 56 complaints did not carry sufficient details or were irrelevant, abusive or anonymous and could not be dealt with. That left eCOGRA with 287 valid disputes, constituting 76% of the total disputes received. These were resolved by eCOGRA within about two days and 47% of them went in favor of the player.

Commenting on a comparison with the past, Fair Gaming Advocate Tex Rees said, "These numbers are similar, and in fact compare favorably with last year’s numbers, despite the fact that eCOGRA now has 11 more accredited venues than last year." In the calendar year 2009 eCOGRA had received a total of 826 disputes out of which 628 were found valid. These numbers for the full year are more than double that of the current half year clearly showing a reduction in the number of disputes by 9%.
Rees attributes this to various reasons. She said that eCOGRA certified operators have a number of policies and procedures in place that over time would lead to lower dispute levels. She also said that eCOGRA certified operators have been trained and motivated to settle disputes at their level, which results in fewer disputes coming to eCOGRA.

eCOGRA also released information on the break up of the nature of disputes. Cash-in problems contributed to 43% of the valid disputes, bonus issues to 21%, locked accounts to 21% and other reasons to 15%. Percent wise there was a reduction in cash-ins and bonus issues as the reasons for dispute and an increase in the other two categories when compared with last year.

As a final summation of the report Rees said, "This level of performance is satisfactory and well within the standards we have set for our operators. Viewed against the very high number of transactions these well established, tier one online gambling venues experience on a daily basis, the number of disputes continues to be remarkably low." The discerning player would have noticed that the percentage of disputes resolved in favor of the player has gone down from 48% to 47%, but this is too small to matter and in any way does not indicate partiality by eCOGRA.

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