1. Players must ensure the site is included on our list of approved websites found on the ADR dispute form.
2. Players must ensure that they have followed the operator’s internal complaints procedure and that all reasonable attempts have been made to negotiate a solution with the operator before submitting an ADR dispute form.
3. Players may not request assistance if the dispute is being or has been considered by another approved ADR provider, regulator or a court.
4. Players may not request assistance more than one year after the conclusion of the Operator's review of the complaint.
5. eCOGRA reserves the right to decline any assistance if in eCOGRA’s opinion the dispute is frivolous, vexatious, or does not relate to the outcome of a gambling transaction (for example, game results, betting results, application of bonus offers, or account management) or is currently being investigated by a third party. eCOGRA will within three weeks of receiving the dispute inform the player and the operator, together with the reason, should eCOGRA decide to decline the dispute on these grounds.
6. Players must submit a concise, clear and to the point summary of the circumstances of their dispute which will allow eCOGRA to provide the best service. Superfluous, nonessential, redundant correspondence will only serve to impede progress.
7. There is no need for the player to initially include copies of correspondence to/from the approved licence holder with the dispute form, this information will be requested by eCOGRA on acceptance of the dispute.
8. eCOGRA will make every effort to conclude the dispute resolution process within ninety days of receiving the dispute and all other relevant information to enable the dispute to be processed..
9. eCOGRA will not enter into any verbal communication with the player at any time.
10. eCOGRA will use its reasonable efforts to resolve the dispute through reference to the operator’s terms and conditions and a process of non-binding mediation between the player and approved licence holder. The process will follow eCOGRA’s standard practice which may be varied by eCOGRA at any time at its discretion. The process does not restrict a player’s right to bring proceedings against the operator in any court of competent jurisdiction before or following eCOGRA’s proposed solution to the dispute.
11. Once a dispute has been referred to eCOGRA, the player and the approved licence holder should refrain from contacting each other and discussing the dispute. All communication should be channelled through eCOGRA.
12. Upon request eCOGRA will provide the player and operator with the evidence, documents and facts put forward by the other party, including any statements made, or opinions given, by an expert. Information relating to fraud protection measures adopted by the operator will not be disclosed.
13. Players may make a written request to eCOGRA to cease assistance at any time.
14. Players and operators are required to keep the details of disputes and resulting decisions confidential. This confidentiality does not apply to information requested by the regulator or in the course of legal proceedings.
15. By using our ADR Service the player agrees that that there is no entitlement to claim in respect of the process or its outcome. Accordingly, eCOGRA accepts no liability for any loss, damage, loss of opportunity or inconvenience arising from any dispute between a player and an approved licence holder, the failure of a party to comply with the process and/or any agreement reached between the parties, the process itself, or the conduct of eCOGRA in relation to the dispute.
The ADR Service is managed by Ms Tex Rees, a Clear ADR Accredited Civil and Commercial Mediator and full-time employee of eCOGRA. The mediation team includes Lisa Behrens and Estelle Shering, both full-time employees of eCOGRA.