|eCOGRA, has announced that it has received significantly few complaints this year in respect of its forty-four approved casinos, and those it has have been dealt with promptly, often within forty-eight hours, and to the satisfaction of all parties. |
The independent body reported a total of seventy-four complaints the vast majority of which were bonus and cash in queries. 'On the cash-in side,’ explained eCOGRA’s fair gaming advocate, Tex Rees, most were concerns regarding what the player felt was slow payouts, but on investigation mainly turned out to be associated with slow response to requests for ID verification which were easily resolved.'
'There were 25 complaints on bonus issues,’ she continues, ‘and many of these could be attributed to misunderstandings by either players or Support agents that were quickly ironed out. In the sixteen percent of cases where the casino was at fault the issues were immediately redressed, and follow-up action suggests that remedial measures were also introduced to avoid recurrences.
'Seal casinos are reporting increases in activity, and bearing in mind the massive volume of business transacted each month by these very popular casinos, the remarkably low level of problems seems to indicate that the eGAPs are being conscientiously applied.'
Rees also said the most of the complaints had been filed within the last three months, which perhaps suggests the growing profile of the organization within the gambling community. She also had the following words of advice to offer for operator and gamer alike.