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eCOGRA Their Services and What They Mean to You

eCOGRA, or the eCommerce Online Gaming Regulation Assurance agency, is one of the largest and most well-respected agencies on the globe who’re dealing with the online gambling industry and are in charge of upholding standards and approved testing.

This might sound like a lot to take in, maybe it even seems confusing, but they are there to protect online casino platform users. Yes, they’re here to protect you the player from being taken advantage of by disreputable people, who would otherwise play the industry and take whatever they could get out of such a lucrative niche.

But What Can eCOGRA do for You?

Well, there are three core elements, or three main different roles which they perform, the first of these is the most directly relevant to you as a player.

• Their Self-Regulation Services

A very important element of what eCOGRA do is that they can stand up for, and on behalf of, players as an Alternative Dispute Resolution authority.

What does this mean?

This means that if you have genuine problems with an online casino, and if you feel that they are behaving in an unscrupulous way, and aren’t offering to help to fix the issues fairly, then you can appeal to eCOGRA.

Breaching self-regulatory compliance objectives, or “Being Dodgy”, by an online casino can look like the following:

• Inadequate or lacking protective procedures for vulnerable customers

In terms of people who suffer from gambling addiction, this could be erratic, undependable measures that don’t siphon out vulnerable players the way they should. A lack of sufficient background checks for example.

• Not enough in place to stop underage gambling

It is not nearly enough for an online casino to just ask a player if they are old enough to gamble and every decent casino platform knows this. The best ones all do a thorough KYC (Know Your Customer) check, which includes getting proper forms of ID as proof of age, for every single player.

• Not adequately dealing with fraudulent or criminal behaviours

Online casinos which don’t put into place the right safety precautions tend to pull in the wrong sort of players. Potentially this could even be blatant criminals looking for ways to clean up their dirty money. This would affect your experience at that casino, especially if you’re playing games where you have to interact with other players.

• Allowing personal information to get into the wrong hands

Whether this is done deliberately or through sheer incompetence on the side of an online casino it has the potential to do some serious damage and is something to stay well away from. By only joining eCOGRA certificated casinos you can safeguard against this.

• Your pay outs being delayed or not being complete

We’re sad to say that this is one of the most common issues a player will face, sometimes it is due to fairly innocent reasons, and sometimes it is a clever trick online casinos use to keep you playing through your winnings until you lose them again.

Most good online casinos will name and even recommend eCOGRA as their favoured ADR agency. Why? Because they understand that building trust around their brand is a key component in having a successful online casino with happy members who play regularly.

Again, and we really can’t advise this enough, always choose top-rated, trustworthy online casinos, like the ones we display here at casinopilot.ca so that you will be safe and treated fairly.

Something else to consider is what an online casino’s cash-out amount is, as some do have better payouts than others, so, it really can pay to shop about.

• Insufficient fair gaming policies

Various things show evidence of fair gaming within an online casino but a key one is whether they use an RNG, or Random Number Generator, or not. Random number generators generate sequences of numbers completely at random, as the name would suggest, and as such make either predicting or rigging, games completely impossible.

• Dishonest, misleading, marketing practices

There are so many examples of dishonest and unapologetically and deliberately confusing advertising in this market.

Honestly, even a bunch of the more respected online casinos gloss over some of the less favourable elements of their business model.

Things like wagering requirements and withdrawal limits will often be either written in the smallest possible, hard-to-read print within the terms and conditions or be put in the equivalent of the back of the online casino cupboard so that no one gets to see them at all. But – once you’ve ticked that box that says “I agree to the terms and conditions” you are the one responsible for understanding them and sticking to them.

What can be even worse than fluffing over some of the realities of everyday gaming are those advertisements which come in like a torrent of spam, promising the earth in exchange for nothing and once followed are nothing like what they initially promise. These are both unhealthy and unethical and you’ll be happy to hear that eCOGRA takes all kinds of measures to fight these disreputable advertisement practices.

• Unsupportive customer support and uncaring customer care

We hope that you have never had to deal with this kind of support staff but sadly many people have. On the whole support staff are just ordinary human beings, doing the best they can, with the resources they have. Usually, customer care is professional and considerate but there are obviously also those who are completely the other way and, should you encounter them, ADR services, like eCOGRA, can prove to be very helpful in giving them a push in the right/more straightforward direction.

• Broken, glitchy, unreliable online casino sites

Unfortunately, many unchecked online casinos will completely reject their side of any responsibility concerning things like sudden disconnections, glitches or site freezing. There are times when this is fair – like when a player hasn’t ensured that their internet connection is strong and reliable enough to sustain play – but there are also times when this clearly isn’t fair too. Luckily, with eCOGRA, you have a way to contest losses caused by these issues if they are not your fault.

Top Tip/Warning: Many online eCOGRA casinos will only consider eCOGRA’s decisions to be binding if you have already gone through the correct preliminary complaint procedures with their customer support staff first.

Of course, the best way to avoid finding or going through any of these issues in the first place is to go straight to eCOGRA approved, or even better, eCOGRA certified online casinos right from the start!

2. eCOGRA Approved Testing Agency Services

As mentioned briefly above eCOGRA do a lot more than just fighting for individual players when issues are raised with them, they also actually do extensive testing and offer internationally recognized certification to online casinos who perform to their high standards all over the globe.

They do this through their acclaimed eCOGRA’s Generally Accepted Practice, or eGAP for short, this is an extensive set of rules, tests and checks which focus on how well online casinos perform in terms of responsible and fair iGaming practices.

How do eCOGRA authenticate online casino sites?

It starts with those sites applying to become eCOGRA approved casinos. Then eCOGRA’s expert consultants go and perform a swath of intense onsite compliance tests and checks and give their verdict review.

3. eCOGRA’s Certification Services

Though eCOGRA’s reviews are a great indication as to whether or not an online casino is a good and safe place to play or not, for full assurance a casino should really seek and display official certification.

eCOGRA awards two different types of certification, these are:

• The Safe and Fair Seal – for gaming operators – covers online casinos who act following their strict eGAP tests and measures.

And:

• The Certified Software Seal – for software suppliers – which focuses on the interior workings, the back end if you will, in charge of development, the core IT mechanisms in place and of course all of the security systems in place.

The end result for you the player is that when you choose an eCOGRA certified online casino to play at you can enjoy yourself and concentrate on the games at hand, whatever it is that you choose to play because you can be sure that you are in safe and sincere hands.

Follow our Step-by-step Guide on How to Use eCOGRA’s Services:

If you should ever find yourself in the position where you need to get eCOGRA’s help then there is an easy step-by-step process that you can follow to do so.

There are also though some basic procedures which you will be expected to have tried to follow with the online casino’s support staff first, carry on below to get your step-by-step guide:

Pre contacting eCOGRA:

• Always attempt to resolve the issue with a member of the casinos’ support staff 1^st.
• At this stage, if no resolution was reached, you will be directed to a staff member who is higher up and has more authority. Once you have reached this point your initial issue has become a complaint.
• Here you will need to act following the casino’s dispute resolutions procedure. Once you have gone through their due processes you will have to wait for the casino management’s decision regarding your claim.
• It is really important here that if things don’t go your way – don’t despair! Regardless of whether the casino says you can or not you can raise this and get some, if not all, of the assistance you’re looking for from a 3rd party at this stage.

It’s now time to turn to eCOGRA:

• Now it’s time to head on over to eCOGRA’s website and fill in their “Dispute Form”.
• They will help you to confirm whether your claim is valid or not.

Please note: You will not be able to make a proper complaint if:

1. Less than 2 weeks have passed since the issue started.
2. 1 year or more has passed since you experienced your issues.
3. You didn’t go through the online casino’s full complaints procedure.
4. Or you already went to a different ADR agency and they have already considered your case.

Important: You must understand that eCOGRA’s ADR service can only help you if the casino you are disputing is either a certified eCOGRA casinos or they are licenced by the MGA or the UKGC.

Also note: That you can’t make a complaint because you didn’t get the outcome you wanted when playing games. Luck is luck, if you lost because it was just not your day then you lost and that’s not going to change. You also can’t make a full complaint if you were gambling irresponsibly, or if you just had a bit of a rude customer support staff member.

• To get all the right details you will have to also fill in and submit their personal information form.
• Once you have filled in and submitted all the right things for eCOGRA then you can be sure that they will look into the dispute for you and will let you know if it is indeed valid.

There is indeed no 100% guarantee that eCOGRA will be able to fix every issue which is raised with them. You can be assured however that with them in your corner you have a much better chance of getting taken seriously and of finding a solution that suits you.

You can read more about eCOGRA on their official website.

Written by: Petricia Brown Petricia holds the position of Casino Review Manager. She is a gambling expert with more than 10-years experience in the casino Industry.

29/09/2021

Online casinos Canada > Casino Guides > eCOGRA Casinos