ECOGRA ACCREDITED ONLINE GAMBLING SITES MAINTAIN LOW COMPLAINT RATE
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15th July, 2011 :: 06:05:36
Source: Casinos Online
Majority of complaints resolved within 72 hours
The 2011 half-year dispute statistics released by eCOGRA Fair Gaming Advocate Tex Rees this week show once again that eCOGRA-accredited operators maintained a remarkably low complaint ratio under 0.5 percent per site on average each month over the first six months of 2011.
The majority of valid complaints received by the independent player protection & standards body were resolved within 72 hours.
"Operators have responded in a fast & cooperative manner to those cases where I have requested information & explanations, & have been quick to respect my findings in each case," Rees reported, adding that it had been noted that a small percentage of players still tried to circumvent terms & conditions governing play & payouts.
"This small category of players has become more creative in their tactics, but the operators have developed correspondingly improved methods to identify & then lock them out," she said.
eCOGRA oversees the online gambling activities of some 145 tier one online gambling sites owned by some of the biggest & most established operators on the Internet, & makes available a free dispute resolution service to players using those sites which have been awarded eCOGRAâEUR™s âEURњSafe & FairâEURќ seal.
During the first 6 months of 2011 a total of 475 complaints were received, 57 of these being in respect of sites outside the eCOGRA sphere of influence & therefore not accepted. A further 60 were invalid due to insufficient information or irrelevant enquiry.
The 358 valid & legitimate complaints accepted by the FGA featured cash-in problems (41 percent), bonus issues (23 percent) & locked accounts (21 percent) as the main disputes, with an average complaint rate of 13 per week across all 145 accredited operations.
The number of valid disputes resolved in favour of the player dropped to 40 percent, a decrease of 3 percent on the 2010 figures, Rees reported.
âEURњThis decrease is attributed to a number of gambling syndicates breaking the terms & conditions that were uncovered by operators through the application of increasingly sophisticated tracking techniques" says Rees. âEURњThe use of multiple account & fraudulent documents are being picked up on a much more regular basisâEURќ.
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