- Online Dispute Resolution is an easy and flexible way to resolve a dispute in a way that works for everyone. Most importantly, there is no cost to use the online system. Online Dispute Resolution can help you resolve your dispute in a way that can save the time, resources, and frustration of a.
- Of course, whether you picked a good or bad casino, right now you're interested in resolving your dispute. Your complaint probably falls into one of these areas: You think the casino's games are fixed. You didn't get a bonus you expected. You tried to make a withdrawal but the casino.
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Unfair or Broken Game
Typically, a dispute about the fairness of a game would be a matter we would suggest that you directed to the Gambling Commission. We would consider that an allegation of cheating.
However, sometimes, if a customer’s complaint is very specific, that a particular game has not been delivering the returns that a customer has expected, we may ask the operator to supply data relating to the customer’s gameplay and to the total outcome of recorded results of a particular game.
We often remind customers that if a game promises to return, say, 90% of stakes to players, this does not mean that a customer depositing £100 into his or her account should expect to withdraw £90 at the end of their gameplay. If they only bet a total of £100 the average return should be £90, but in the process of playing casino games, customers often reinvest their returns and the ‘average return to player’ figure governing a particular game refers to the total stake money, not the total deposits.
Game Software Issues
You must offer your customers dispute resolution free of charge if a dispute about the outcome of their gambling transaction has not been resolved by your complaints procedure within eight weeks.
As regulator of the gambling industry in Great Britain, the Gambling Commission sets out specific technical standards that licensed operators must follow. These cover, for example, what should happen to a game that is interrupted by server or software failure.
The most common complaints received by IBAS are:
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- A slot game has interrupted during a feature round and when connection has been restored the returns are less than the customer expected to receive
- A bet on a live dealer game, such as roulette, has appeared on the customer’s device but not been settled as successful when the result of the game confirms the bet to have been a winner
In the first case, the Panel will ask to view the logs of the game to see whether the game outcome is recorded and to identify whether the reason for the game being interrupted was as a result of the company’s equipment or the customer’s. The Panel will consider whether the operator has acted fairly in the way that the interrupted game has been treated.
In the second case, the Panel will again request the operator’s server logs of bets to identify where the problem may have occurred. We often find that the difficulty is caused by apparent temporary loss of internet connection at the customer’s end, where the software allows bets to be displayed on the customer’s device but without communicating them to the operator’s server.
If it emerged that the bets had been communicated to the operator but somehow not fed into the game (e.g. if it was operated by a third party) the Panel would consider whether it was fair to deny a customer any winnings that he or she might otherwise have achieved.
Disputed Offer Terms
Where a customer complains that an operator has not honoured an offer or promotion in which they have participated, the Panel will consider the terms of the offer, the actions of the customer and the way the terms of the offer were advertised to customers.
Gambling operators should ensure that they adhere to the law and to regulatory requirements regarding accessibility and transparency of terms governing special offers. Customers should take care to read the terms and conditions governing special offers before they agree to participate. You should not assume that the terms governing a similar offer with a different online casino will be the same as the casino you are currently using.
Our Panel will also consider whether the terms of a particular offer are fair in their own right, however clearly they are displayed.
We have received some complaints that an operator has not honoured a ‘VIP’ arrangement. Some customers have reported having longstanding agreements with operators, for example that routinely refund a certain proportion of losses to regular customers. Customers in those situations should take care to clarify whether these types of arrangements form part of the contract between customer and operator or whether they are an informal arrangement that can be offered or withdrawn at the operator’s discretion.
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What is ODR?
Online Dispute Resolution (or ODR) is a tool to help you start the process of negotiating a small claims case. It gives you and the other person a chance to resolve your dispute before the in- person Pretrial Conference/Mediation date. In most situations, it takes less time than a trial!
How does ODR work?
If your small claims case qualifies, you will need to ensure that your email address is on file with the court. Email ODR@ ocnjcc.org for instructions on how to update your email address.
If both parties have an email address on file, and your case qualifies for ODR, the court will send you an email to let you know that you can use ODR to resolve your case. The email will also provide instructions on how to register with the Online Dispute Resolution Center.
Next, the plaintiff will answer some questions about the case. Then the court will send the defendant an email. The defendant should review the information and provide a response.
If you can’t find a solution with the other person, either of you can ask for help from a mediator. A mediator is a certified specialist trained to help you reach a resolution.
You will not need to appear for your Pretrial Conference Mediation date if you reach a signed agreement using the Online Resolution Center.
Timeliness matters in this process! You must complete the process at least 10 calendar days before your Pretrial Conference Mediation date. If you do not complete the process by the deadline you will need to appear for your Pretrial Conference Mediation date.
Check your email for a message from no-reply@flcourts09.modria.com.
How much does it cost?
It’s free! The Ninth Judicial Circuit Court provides the Online Resolution Center at no cost to you!
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What if we don’t reach an agreement?
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If you do not reach an agreement you will have to appear for your scheduled Pretrial Conference Mediation date.