It has been a year since bacta launched its Alternative Dispute Resolution (ADR) service, following a requirement by the Gambling Commission for all gaming operators to sign up to an ADR provider. Twelve months since its launch, the trade body’s independent service has published a brief report.
ADR services allow disputes to be settled without taking a case to court and are considered legally binding for issues that would otherwise have been brought before the small claims court. Most commonly in the coin-op industry, these are complaints from players who feel they have been cheated by unfair machines.
Over the past year, bacta’s ADR service has dealt with 21 disputes, only five of which were deemed serious enough to warrant the full dispute resolution process. The report also notes that there were five complains from AGC customers and two from bingo premises. All of which were the result of ‘return to player’ issues, four of which were resolved in favour of the customer and three in favour of the operator.
The ADR body has also issued some recommendations for operators to ensure, including a suggestion that operators, “share relevant machine data information with complainants to demonstrate that RTP was within acceptable parameters at time(s) of play.”
It has also reminded operators of their obligation to “thoroughly investigate complains internally” before the are referred to ADR.