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Tex Rees currently heads eCOGRA’s responsible gambling initiatives and dispute mediation service. She joined eCOGRA in 2003 with more than 15 years of management and customer relations experience in both land-based and online gaming businesses behind her.
Rees established eCOGRA’s Responsible Gambling Requirements, and continues to ensure they are correctly implemented across well over 100 leading online gambling websites and mobile operations. She has organised and hosted various underage and responsible gambling training programs for eCOGRA certified operators. Rees has also been responsible for coordinating and motivating industry efforts which ultimately resulted in the International Responsible Gambling Code, adopted by industry trade organisations RGA, EGBA, IGC and leading online gambling jurisdictions.
As eCOGRA’s Fair Gaming Advocate, Rees has mediated thousands of player disputes originating from eCOGRA certified casinos and poker rooms. Her intimate knowledge of, and dedication, to the subject earn her an impressive record of resolving most cases in 48 hours or less.
Prior to joining eCOGRA, Rees managed customer relations for software developer LiveBet Online, where she was the primary point of contact for clients regarding development and operational issues. Responsibilities included interpreting client needs to develop a software solution and overseeing the installation, testing and training of the platform. Prior to that, Rees managed a staff of 40 administrative and call center employees for SuperBet, which ultimately became South Africa’s first online gambling operation. While there, she managed customer dispute resolution, established a customer care protocol and oversaw its implementation. Rees also assisted in wagering software development and testing for SuperBet and served as a liaison to the Gaming Board regarding compliance issues.
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We are pleased to offer our assistance to players that have a grievance with an eCOGRA approved site provided these measures are followed:
- Please make certain that at least two weeks have passed since the problem began and all reasonable attempts have been made to negotiate a solution.
- Please do not request assistance if you have opened multiple accounts or participated in other nefarious behavior/s.
- We ask that you do not place posts regarding the complaint on any forums nor should you seek assistance from another third party service while we work your case. Either of these will result in the immediate termination of our assistance.
- There is no need to include copies of correspondence to/from the site with your claim, we will ask for these at the appropriate time if required.
- A concise, clear and to the point summary of your situation will allow us to provide you the best service. Superfluous, nonessential, redundant verbiage will only serve to impede progress. Messages with abusive, insulting and threatening language will be ignored.
- We will make every effort to contact you within two working days to confirm receipt of your dispute. Thereafter, if your investigation continues we will seek to update you at least every other week.
- We will use our best efforts to resolve your problem through a process of mediation with the site, in an effort to resolve the dispute. eCOGRA does not have authority to direct any outcome to the mediation, nor does the mediation process result in a judgment or decision which is binding for either party. In the event that your grievance is caused by a material breach of the eCOGRA (eGAP) standards by the casino or poker room and this grievance remains unresolved, the site's seal of approval may be withdrawn at the absolute discretion of eCOGRA's independent directors.
- We may not be able to mediate disputes that have arisen due to legislation in the players' jurisdiction.
- Following our investigations, if we conclude that you do not have a valid grievance we will inform you and cease eCOGRA's involvement in the dispute.
To submit a dispute click here.
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