eCOGRA disputes mainly concern ID verification

Fast response from Seal operators

July 2, 2004

Thus far, it would seem that there are few complaints at eCOGRA-regulated casinos, which is as it should be if the eGAP regulations are being correctly applied. Since the announcement of the first seals earlier this year there have been some quickly resolved disputes according to a quarterly report from the organization's Fair Gaming Advocate, Tex Rees.

Rees reports that she has resolved 44 issues, most within 48 hours of the online complaint being filed.

"41 percent of these were concerns regarding what the player felt was slow payouts, but on investigation turned out in most cases to be associated with slow response to requests for ID verification which were easily sorted out", she reports.

"25 percent involved bonus issues, and were in the main misunderstandings by either player or Support representatives which were quickly settled. The remainder were frustrated players trying to have their names removed from spam / mailing lists, and this is an area where affiliate activities need to be better policed", she said.

"Bearing in mind the massive volume of business transacted in the past few months by the 44 Seal holding casinos, the low level of problems is commendable."

Rees went on to applaud the fast and cooperative responses she had received from seal casino managements in the resolution of complaints. "This has made my job very much easier, and the success of the mediations is reflected in some very positive player comments", she concluded.

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