UK Gambling Commission-authorised service is fast and impartial
Players at certain online gambling websites licensed by the UK Gambling Commission now have a useful facility in the event of a dispute with an operator which they have been unable to resolve for themselves – a free dispute resolution service operated by the London-based independent standards organisation and testing agency eCOGRA.
The company has been authorised to operate as an Alternative Dispute Resolution service provider by the UK Gambling Commission, which now oversees, licenses and regulates all legal operators accessing the British market in terms of new point of consumption-based remote gambling legislation.
eCOGRA has been part of the online gambling industry for the past 12 years, setting and monitoring high operational and player treatment standards for many of the leading operator groups in the business and acting as an impartial mediator in issues between players and operators.
The free dispute resolution service, which is accessed online through the www.ecogra.org website, is headed by Tex Rees, a Clear ADR Accredited Civil and Commercial Mediator who since 2003 has been involved in the resolution of more than 8,000 disputes involving players at eCOGRA’s Safe and Fair accredited seal-holder sites.
eCOGRA chief executive Andrew Beveridge revealed this week that 355 UKGC licensed sites have already elected to use his company’s ADR service, including leading operators such as 32Red, 888, bet-at-home, BetClic Everest, Betway, bwin.party, Casino Rewards, Paf and Unibet.
"eCOGRA has developed a sophisticated software system to help manage and expedite the resolution of disputes with UKGC-licensed operators, and this, harnessed with the eCOGRA ADR team’s considerable experience in online gambling mediation, will help resolve most disputes within 72 hours," Beveridge said.
ADR head Tex Rees added: "eCOGRA has many clients using us for games testing in our capacity as an approved test house, and for performing annual security audits as required by the UKGC.
"We’ve included ADR in our service offering as we know how important it is to players to have an impartial mediator handling their issues with operators. From an operator perspective it is equally important that our clients can come to us for a full suite of services involving independent third parties as required by UKGC regulations."
Founded in 2003 to set and improve operational standards and player safety in the online gambling space, eCOGRA has amassed a wealth of experience in implementing international best practice standards and requirements and ensuring these are maintained through regular review and monitoring.
246 of the most established and successful internet gambling websites are accredited and policed by the independent, London-based company, which is staffed by professional auditors with Big 4 auditing firm experience, information system experts and responsible gambling specialists.
The company runs a free-of-charge dispute mediation service for players with complaints about its accredited operators, with an online submission channel at www.ecogra.org.
eCOGRA has been awarded the United Kingdom Accreditation Service’s (UKAS) ISO accreditation ISO/IEC 17025:2005 : General Requirements for the competence of testing and calibration laboratories, for the United Kingdom and Denmark.
In addition, eCOGRA has been approved as a testing agency with several online gaming jurisdictions.