The Gaming Ombudsman, or Médiateur des Jeux, plays a crucial role in settling disputes between players and gaming operators. In the past year alone, it has handled a significant number of requests for mediation, shedding light on prevalent issues within the gaming industry.
Dispute Resolution Requests:
Last year, the Gaming Ombudsman received over 1,700 requests for mediation, with the majority of them related to sports betting. Specifically, sports betting constituted over 90% of all requests, indicating a prevalent issue within this segment of the gaming industry. Further breakdown revealed that 28% of the requests concerned the result of wagers, 23% involved the cancellation of bets, and 11% were related to welcome offers. These figures underscore the need for closer examination of the practices and policies surrounding sports betting operations.
Resolution and Admissibility:
Approximately 55% of all mediation requests were closed within an average period of 57 days, highlighting the efficiency of the Gaming Ombudsman in addressing disputes. However, it is noteworthy that not all requests were deemed admissible for mediation. Among the reasons for inadmissibility, the absence of a prior written complaint to the operator stood out as the primary factor, accounting for 90% of such cases. This emphasizes the importance of adhering to the prescribed procedures for seeking mediation and resolving disputes effectively.
Role of the Online Gaming Mediator:
Denys Millet, in his capacity as the Online Gaming Mediator, plays a pivotal role in facilitating the resolution of disputes between players and operators. His responsibility lies in reconciling differing viewpoints to reach an amicable solution. However, it is essential to recognize that the mediator’s proposals are not legally binding, necessitating a collaborative approach from both parties to achieve a satisfactory outcome.
Recommendations for Players and Operators:
For players, the importance of initiating a written complaint to the operator before seeking mediation cannot be overstated. This prerequisite ensures that grievances are properly documented and addressed by the operator in the first instance. Additionally, players should familiarize themselves with the terms and conditions of welcome offers to avoid potential misunderstandings or disputes.
Operators, on the other hand, are encouraged to review and improve their practices in three key areas: the processing of player complaints, the clarity of welcome offers, and the accuracy of bet descriptions. By enhancing the transparency and accessibility of these aspects, operators can foster trust and confidence among their player base while minimizing the occurrence of disputes.
The data and insights provided by the Gaming Ombudsman offer valuable perspectives on the challenges and opportunities in the gaming industry. The trends in dispute resolution requests and offering recommendations for improvement, stakeholders can work collaboratively to enhance the gaming experience for all involved. Through adherence to best practices and a commitment to transparency and fairness, the gaming industry can continue to evolve in a positive direction.