Report From eCOGRA Fair Gaming Advocate
Published: Friday, April 08, 2005 Online-Casinos.com
LATEST REPORT FROM eCOGRA FAIR GAMING ADVOCATE
Disputes levels remain low, and resolutions are the fastest around
Ecogra's Fair Gaming Advocate Tex Rees has submitted her quarterly report to the Board, painting a positive picture of fast resolutions and a low level of disputes relative to the extensive business transacted daily by Seal casinos, which currently handle well over 50 percent of online casino business in the industry.
In the first quarter of 2005 Rees reports that 72 online complaints were lodged, with 24 referring to non-eCOGRA casinos where she was unable to assist.
Of the 48 complaints accepted, the majority concerned cash-in queries, with bonus issues as the next most common dispute.
7 rulings went in favour of the player, with the average dispute resolution time under 72 hours - the best in the industry and an indication of the FGA's energetic approach and rapid cooperation from Seal operators.
"The usual picture of inadequate attention to Terms & Conditions by players was apparent in some of these disputes," reports Rees. "The highest value complaint concerned a dispute ruled in favour of the player that could have been avoided by the operator through a more intelligently constructed terms and conditions framework.
"So-called 'advantage players' have become increasingly adept at legally exploiting bonus T&Cs to the maximum, and the construction of promotions, to whom these are offered and the rewards flowing from same need truly expert attention if a casino is to avoid becoming a victim of its own generosity."
Only two major industry organisations, eCOGRA and RTG's Montana Disputes operate formal, active and credible player advocacy services, although several top portalmasters assist players and deserve full praise for the excellent, and free, work that they do, says the FGA.
Montana handles only RTG-powered casino complaints. It's launch was a radical change of direction for Real Time Gaming, which previously took a "hands off" approach to casino-player disputes. As such it was cautiously welcomed by the player community as a means through which issues could be addressed, and some sound and fair decisions have been made. Unfortunately, Montana tends to be slow and has been criticised for poor player communication. Resolutions can take weeks.
