Have A Gambling Dispute? Speak To eCogra

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eCogra is based in the UK and was established in 2003 as an independent testing agency, specialising in certifying online gaming systems and software.

Online bingo and casino sites that have been audited will proudly show off their eCogra approval on their homepage, and you can find a report on each game's independent RTP testing as well.

The UK Gambling Commission has only approved a small number of Alternative Dispute Resolution (ADR) organisations. And it should be noted that any complaints regarding a responsible gambling issue must be submitted to the UKGC, and not an ADR.

eCogra's Dispute Service

If you have a dispute you wish to submit to eCogra; you can do so here. The types of disputes most commonly requested are:

  • Bonuses & Promotions
  • Deposits & Withdrawals
  • Disputed Bets
  • Game Fairness
  • ID Verification
  • Locked Accounts
  • Responsible Gambling
  • Game or Event Results

Systematic problems

But not all disputes are completed successfully, many are deemed invalid and do not fall under eCogra's jurisdiction to abdicate. In their annual report, eCogra has highlighted one reason why they have such a high number of invalid disputes.

“We received a large number of invalid disputes where customers were querying the validity of operator requests for proof of source of funds or source of wealth.

Operators and the Gambling Commission need to make it clear to players that this is a regulatory requirement and therefore should not be escalated to the ADR service provider as a dispute.”

By looking at the types of refused disputes, it is apparent that more may need to be done by the UKGC. The question arises, how can the UKGC ensure gambling customers are aware of which issues should be dealt with by the regulatory framework, and which by an ADR.

number of failed ecogra disputes

1 November 2018 to 31 January 2019

There are other dispute websites available, but only UKGC approved ADR's are recommended. Their decision is binding, and if the UK Bingo, Casino or Sports Betting operator fails to act in accordance with the ADR's ruling, then the UKGC is able to step in and take action.

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