eCommerce and Online Gaming Regulation and Assurance (eCOGRA), the London-based independent standards body, has released its half-year statistics on player disputes showing a drop in valid queries for its accredited virtual casinos and poker rooms.
According to Tex Rees, Fair Gaming Advocate for eCOGRA, the first six months of 2008 saw a 19 percent decrease in valid disputes compared to the same period last year while 49 percent of queries were resolved in favour of the player.
Rees revealed that a total of 346 complaints had been lodged online at eCOGRA.org but that the group had rejected 50 of these because they had been made regarding sites that were not committed to its standards and discipline. In addition, a further 36 submissions had been thrown out due to insufficient contact information, abuse, falsehood or the lack of a specific complaint.
eCOGRA stated that the remaining 260 complaints had been fully investigated with both player and casino managements and that 127 had been resolved in favour of the player.
'The most common complaint regarded cash-ins with 120 disputes, which was 46 percent of the total valid complaints filed,” said Rees.
“Slower e-processing conditions in the industry may have been a contributing factor in this regard.
'Bonus issues were reported in 58 cases and issues surrounding account lockouts made up 17 percent or 44 disputes. In these cases, a number of player fraud incidents were uncovered. The rest of the complaints were miscellaneous and mainly of a minor nature in which misunderstandings and miscommunications were noticeable features.
'Overall the disputes scene has again been quiet relative to the considerable levels of business generated over the half year by eCOGRA's 131 venues regularly reviewed. The average number of valid disputes assessed per approved website per month dropped to 0.40.'