Independent player protection and standards group eCOGRA (eCommerce and Online Gaming Regulation and Assurance) has released the organization’s first quarter 2009 player disputes report. Tex Rees, the Fair Gaming Advocate with eCOGRA, investigated and mediated a total of 145 disputes in the first quarter of 2009, down from the 171 complaints made by customers in the first quarter of 2008.
Rees received a total of 197 complaints through eCOGRA’s online channel in Quarter 1 of 2009, rejecting 25 as involving non-eCOGRA accredited operations over which the protection body has no authority. Twenty seven more of those complaints were either abusive or non-specific in nature, rendering same incapable of enquiry.
Of the remaining 145 disputes, more than half (73) involved cash-ins. Locked accounts made up 21 percent of the disputes (30), while 19 percent were complaints about bonus issues (27). There were 15 grievances regarding miscellaneous issues.
Rees ruled 59 of the 145 cases in favor of the player.
“It is interesting to note that the incidence of locked account complaints has increased by four percent and is greater than bonus queries for the first time”, said Rees. “The indications are that this is due to a growing number of cases where linked accounts were proved (a tactic used by players trying to abuse bonus promotions) and a greater number of fraudulent accounts were discovered.”
The tactic Rees is referring to is very common when involving free bonus money. What some players attempt to do is open multiple accounts under different names, using different credit cards or payment information, to work their way around a specific site’s terms and conditions. This will often invoke a red flag, causing the online casino to freeze the player’s account(s). Many then claim that they’ve done nothing wrong or didn’t read the terms and conditions of the bonus in the first place.
Rees reported that the total number of disputes handled in 2008 (743) were down from the total number in 2007 (783). At the current pace that number would dip to 580 in 2009.
The primary objective of eCOGRA, according to its website, is to provide player protection by ensuring that games are fair, players will be paid timely and treated fairly, and that the operators will behave responsibly. Players will be assured of this when they transact with online gaming sites displaying the eCOGRA Safe and Fair seal. Some of the organization’s approved poker rooms include Party Poker, Pacific Poker, bwin, Empire Poker and Royal Vegas Poker.
