Products & Services

ADR and Dispute Mediation

Malta

By virtue of provisions 13 and 14 of the Player Protection Regulations of the Malta Gaming Authority, business to consumer licensees must provide players with information on the applicable procedures for lodging a complaint and for referring a complaint to an ADR entity.

eCOGRA is an approved ADR by the Malta Competition and Consumer Affairs Authority.

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United Kingdom

All gambling businesses licensed by the Gambling Commission must appoint an alternate dispute resolution body (ADR) if customers gamble directly with them.

eCOGRA is an independent and approved ADR of the Gambling Commission.

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eCOGRA Dispute Mediation

We are pleased to offer our dispute mediation service to eGAP Safe and Fair sealholders and sites that have engaged our services.

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Expert Witness

eCOGRA has acted as an expert witness in various litigations due to its industry knowledge and expertise. The organisation's opinion is highly valued by the legal system.

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Policies and Procedures for Assistance

Great Britain and Malta


The eCOGRA Alternative Dispute Resolution (‘ADR’) Service is an impartial mediation service, specialising in the field of online gambling disputes. eCOGRA is approved by the Great Britain Gambling Commission in accordance with The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. We accept disputes that arise between registered sites that hold an operating licence from the Great Britain Gambling Commission or Malta Gaming Authority and their players (‘Player’). We are pleased to offer our assistance free of charge to these Players, subject to a fixed monthly fee from license holders ('Operator'), provided the below measures are followed:

  1. Players must ensure the site is included on our list of approved websites found on the 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. eCOGRA reserves the right to refuse to mediate a dispute at any time if:

    - the dispute is deemed to be frivolous or vexatious;

    - the dispute does not relate to the outcome of a gambling transaction such as game results, betting results, account management, application of bonus offers or misleading terms and conditions;

    - more than one year has passed since the conclusion of the Operator's internal complaints procedure;

    - the dispute is being or has been considered by another approved ADR provider, regulator or a court;

    - dealing with the dispute would seriously impair the effective operation of eCOGRA;

    - the dispute is currently being investigated by a third party; or

    - either the Player or the Operator attempts to intimidate, threaten or exert any undue external pressure on the ADR process.

  4. Players must include a concise, clear and to the point summary of the circumstances of their dispute in the ADR dispute form which will allow eCOGRA to provide an effective service. Superfluous, nonessential and redundant correspondence will only serve to impede progress.
  5. There is no need for the Player to initially include copies of correspondence to/from the Operator with the ADR dispute form, this information will be requested by eCOGRA on acceptance of the dispute.
  6. Players may submit a written instruction to eCOGRA to cease the mediation at any time.
  7. eCOGRA reserves the right to share the evidence provided by either the Player or the Operator with the other party, to allow them to respond to points raised. eCOGRA may decide to share only extracts of the evidence it deems to be relevant to the dispute or exclude evidence it considers may result in the sharing of personal data or information belonging to third parties who have not agreed to participate in the process. Both the Player and the Operator are entitled to request copies of the evidence provided by the other party, which shall be provided subject to due consideration of any data protection or other regulatory or legislative restrictions that may apply to it.
  8. Once a dispute has been referred to eCOGRA, the Player and the Operator should refrain from contacting each other and discussing the dispute. All communication should be channelled through eCOGRA.
  9. eCOGRA will within three weeks of receiving the dispute inform the Player and the Operator, together with the reason, should eCOGRA decide to refuse the dispute.
  10. Once a dispute has been accepted by eCOGRA and the information that makes up the ‘Complete Case File’ (relevant information relating to the dispute, excluding any additional comment made by parties to the dispute on the arguments, evidence, documents and facts put forward by the other party to the dispute) has been received by eCOGRA, both parties will receive a Complete Case File notification.
  11. eCOGRA will provide updates on the progress of the dispute at least every 30 days and make every effort to conclude the ADR process within 90 days of issuing the Complete Case File notification. Where a dispute is highly complex, eCOGRA may extend this period by informing both parties of the extension and expected completion date.
  12. In all cases, the ADR process will be conducted in the English language and translation software used where required.
  13. eCOGRA will not enter into any verbal communication with the Player at any time.
  14. 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 Operator. 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 resolution of the dispute. The proposed resolution may be different from an outcome determined by a court applying legal rules.
  15. Players may seek independent advice or be represented or assisted by a third party at any stage of the ADR process.
  16. Players and Operators will be responsible for all their own costs and any expenses incurred in relation to any dispute mediated by eCOGRA.
  17. eCOGRA may, at its absolute discretion, consider awarding compensation to a player if it establishes that an Operator’s actions have caused the player considerable distress or inconvenience.
  18. 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.
  19. eCOGRA will first issue a Preliminary Resolution Report and players have the opportunity to submit any further evidence in defence of their position within 7 days. eCOGRA will reconsider the outcome of a dispute if sufficient new evidence is provided by the Player within 30 days of the final outcome being communicated to both parties.
  20. By using the eCOGRA 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 Operator, the failure of a party to comply with the process and/or any agreement reached between the parties, the ADR process itself, or the conduct of eCOGRA in relation to the dispute.
  21. eCOGRA takes complaints seriously. Complaints about the ADR Service, not about the dispute outcome or decision, should be addressed via an email to the Chief Executive Officer of eCOGRA (info@ecogra.org). Upon receipt of a complaint, eCOGRA will investigate the matter and deal with the complaint fairly and promptly.
    The ADR Service is managed by Tex Rees, a Clear ADR Accredited Civil and Commercial Mediator and full-time employee of eCOGRA. The mediation team includes Cleavant Krauser and Yogesh Govender, all full-time employees of eCOGRA.

eCOGRA’s eGAP Dispute Resolution

We are pleased to offer our assistance to players that have a grievance with an eCOGRA approved site provided these measures are followed:


  1. Please ensure the site is included on our list of approved seal holders found on the dispute form.
  2. 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.
  3. Players may not request assistance more than one year after the conclusion of the Operator's review of the complaint.
  4. Please do not request assistance if you have opened multiple accounts or participated in other nefarious behaviour/s.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. In the event that your grievance is caused by a material breach of the eCOGRA (eGAP) requirements by the gaming site and this grievance remains unresolved, the site's seal of approval may be withdrawn at the absolute discretion of eCOGRA's Seals Compliance Committee.
  11. We may not be able to mediate disputes that have arisen due to legislation in the players' jurisdiction.
  12. 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.

ADR Reports

eCOGRA will not enter into any verbal communication with the Player at any time.