ThePOGG.com approved for Alternative Dispute Resolution (ADR) Service by UKGC
The United Kingdom Gambling Commission has approved ThePOGG.com as an Alternative Dispute Resolution (ADR) service. A spokesperson for ThePOGG.com stated:
[blockquote style=”2″]We have been successfully managing player and casino disputes for over three years and our tally of complaints managed is now nearing 500. We are extremely proud of the fact that the UKGC has recognised the value of the service we provide and the integrity of our team. We look forward to working closely with the UKGC to continue mediating and acting as a conduit between players and operators.[/blockquote]
ThePOGG.com is one of the first affiliate sector organisations to be granted ADR status by the UKGCand the individual responsible for managing the complaints side of ThePOGG has recently attained mediation and arbitration qualifications from The Chartered Institute of Arbitrators, further adding to the quality of service ThePOGG can provide. Notably the ADR service provided by ThePOGG.com differs markedly from the services provided by all of the other ADR service operators in that there is absolutely no charge for utilising the experience the team at ThePOGG has. No ADR charges players for use of their service but ThePOGG is unique in providing a cost free service to operators wishing to call upon its team’s 10 years of experience in the online gambling industry. The ethos behind ThePOGG is to provide the best possible support service to those requiring dispute resolutions and to ensure that cost is not prohibitive – hence why the service is free to all.
The full license and it’s text can be viewed here: http://thepogg.com/wp-content/uploads/2016/01/ThePOGG-approved-ADR-service-UKGC.pdf
We have managed to interview the manager of ThePOGG, Mr. Duncan Garvie, a well respected affiliate which has been in the industry for quite a while.
TheVoice: Wow, this is huge news for you guys, ThePOGG.com has been approved for Alternative Dispute Resolution (ADR) Service by UKGC. You are the first affiliate to be granted this license. How does it feel?
Duncan: In a word – fantastic! A significant amount of time was invested in getting the site ready to submit our application and seeing that work pay dividends is very very satisfying.
TheVoice: What was the main idea behind applying for this license and was this included in the masterplan when building ThePOGG?
Duncan: When ThePOGG was first started, the UKGC license hadn’t come into place yet and most of the market was still unsure of exactly what form it was going to take. So the ADR structure that exists today wasn’t a factor in the initial development of our business plan. That said, as soon as we became aware of the ADR system that the UKGC intended to implement it seemed like a natural extension of what we do already.
The primary objectives behind ThePOGG.com has always been to offer players a genuine service and resource to players. Our focus has always been on ensuring that we provide players with a wealth of information to help them make the best decisions regarding who to play with. To do that though, we need to ensure that player complaints are being taken care of appropriately. This focus on quality information has been continued in our newest product – POGGStrategies.com – which looks to offer the highest quality information on mathematically sound strategies for all casino games. Unlike so many other affiliates who focus on SEO and marketing, the player is our focus.
Initially we did have concerns that the UKGC license was going to restrict operators to ONLY discussing complaints with their listed ADR providers – this would have significantly impacted our complaint service making gaining ADR status essential to our ongoing business relationship with many UKGC accredited operators. As ThePOGG places such a strong emphasis on maintaining a positive reputation, ranking operators by their treatment of players rather than their willingness to pay upfront advertising fees, not being able to actively resolve complaints for our well placed operators would have significantly undermined our model.
Fortunately those concerns turned out to be unjustified. However that didn’t change our opinion of the value such an accreditation would bring. At the present time I’m confident that most people on both sides of the table in the online gambling industry would agree that the UKGC represent the most credible regulatory force in the market. Achieving ADR status involved significant work on our part and required us to answer a lot of questions regarding potential conflicts of interest for the UKGC. I feel that being the first affiliate operator to gain ADR status demonstrates how well our system holds up to external scrutiny and our commitment to integrity.
TheVoice: Can you shortly explain the process on which these disputes are received on your end and how are they disputed?
Duncan: From this point there will be minor differences between the way complaints are managed depending on whether the operator being complained about lists us as one of their ADRs. The essential difference is that an operator that lists us as an ADR has a responsibility to discuss complaints fully with us, whereas an operator that does not hold a UKGC license, or chooses not to list us as an ADR has the choice whether or not they will discuss the complaint. An operator choosing not to engage automatically results in a negative status for the final report and at that point we will often assist the player taking their complaint to whatever regulator body or ADR service the operator will talk to.
Beyond that difference the process for dealing with complaints is essentially the same. When a player submits a complaint firstly we review and publish the complaint, acknowledging that we have received the complaint. At this stage the complaint is published in such a manner that it is not publically available – only the submitting player and ThePOGG complaint team have access to the complaint thread. This system is set up this way to ensure that any accusations that are made are based in fact or removed before publication to prevent any unjustified damage being done to an operator’s reputation.
We then contact the operator that is being complained about to get there feedback on the issue. At this stage the process isn’t rigidly defined. There can be several rounds of back and forth communication between our team, the player and the operator, as we try to establish exactly what both parties feel the issues have been and whether terms and conditions have been adhered to.
Finally, once we feel we have all of the relevant information, where appropriate we will try to guide both parties to a reasonable middle ground and where there is one party that is clearly right we will provide the involved parties with our conclusion the justifications for those conclusions. The only exceptions to this is where there’s security concerns suggesting that a player has been engaged in illegal activities at which point we provide the conclusions without the justifications so as not to educate others as to how to circumnavigate security procedures.
To date I would consider the process remarkably successful as we rapidly approach the point where we’ve returned over half a million dollars to player!
It’s also worth point out that within the next two weeks we will also be launching a similar service for affiliates – POGGWebmasters.com. This service won’t fall under our UKGC ADR remit, but will provide affiliates with a dedicate complaints service run by the same team.
Vita Media Group wins Casino Affiliate of the Year Award at the EGR Operator Awards 2022
Vita Media Group, a Danish iGaming company, won the Casino Affiliate of the year award at the 2022 edition of the EGR Operator Awards held in London.
The Casino Affiliate of the Year Award is the first major award that Vita Media Group has won.
Vita Media Group’s CEO Jimmi Meilstrup believes this award comes as an appreciation from the iGaming world to all the employees in the company who are delivering extraordinary results every day.
“On behalf of everyone in our company, I am deeply grateful for this award which is the first large-scale award that we have won as a company. From day 1, we promised the iGaming world we are going to build this company on the principles of loyalty and trust. Through hard work, a lot of research, and indeed a great amount of quality traffic generated and delivered, we have excelled in casino affiliation. To everyone who chose Vita Media Group as a partner, thank you, and be sure to expect even better results from us in the future” commented Jimmi Meilstrup.
During the award night held in London on October 27 th , 2022, Vita Media Group was shortlisted 4 times in different categories:
• Affiliate of the year (Headline category)
• Casino Affiliate of the year
• In-house product for the in-house developed iGaming loyalty and reward platform Ekstrapoint.com
• Affiliate Program for the fast-growing developed affiliate program OMG Affiliates
In the Casino Affiliate of the year category, the judges from the EGR Operator Award were reviewing applications based on significant traffic, player numbers, ROI for operators, ability to build strong partner relationships, brand innovation and marketing, and player retention strategies.
The EGR Operator Awards, considered the Oscars in the iGaming industry, are organized by EGR Global, a leading publisher of online gaming B2B news, analyses, and research.
In 2021, Vita Media Group was shortlisted for the first time at the EGR Operator Awards in the Affiliate of the year category for affiliation services and the Rising Star category for its affiliate program OMG Affiliates.
Casino Guru establishes Awards Project to recognize greatest industry achievements
The Casino Guru Awards is the latest project by Casino Guru inspired by guiding the dialogue on consumer safety, and it reflects on the company’s ambition to acknowledge and reward achievement in the gambling industry, specifically in the sectors Casino Guru has contributed to –responsible gambling and consumer education. Casino Guru Awards is the result of this long-term commitment to making gambling safer, fairer, and more accountable for all participants.
Drawing on years of experience as the defining affiliate service in the industry, Casino Guru has transcended its core model to make global changes to the industry, including through its Global Self-Exclusion Initiative, Casino Guru Academy, Fair Gambling Codex, and other initiatives.
Now, the company is stepping up its responsibilities of a gambling industry custodian with the Casino Guru Awards which will celebrate the most committed operators in industry and the professionals who shape its future. The inaugural edition of the event is designed to raise awareness for the Awards and help the most deserving companies serve as good role models industrywide and reach a broader audience.
To participate, companies may nominate themselves through the end of November 2022. Casino Guru will also select worthwhile nominees that will be added to our list in a process that is fair, transparent, and above all else, distinguishes and focuses on merit. A shortlist will be announced in December2022with the official ceremony held online in February 2023. All decisions regarding the outcome of the event will be carried out by hand-picked judges.
Casino Guru Awards will feature judges from some of the biggest companies that are well-established names in the industry, including Kindred Group, Betsson, Gamban, Epic Risk Management, Gordon Moody, and more. The panel will include close to 15 external judges and five of Casino Guru’s own specialists.
Commenting on this project, Daniela Kianicová, PR & External relations Lead at Casino Guru, said: “Casino Guru Awards is a natural continuation of the efforts Casino Guru has put into making gambling safer, fairer, and more transparent for everyone. We worked on the Awards and the categories with the idea to emphasize on areas of the industry that are crucial to consumer safety and can always be improved on.
Our commitment to safer and responsible gambling is unflinching and I am honored to have the opportunity to work alongside the industry’s most distinct professionals to make gambling safer for players. It’s clear to me that Casino Guru Awards will be a benchmark for companies in the industry and a high accolade for any entity that wants to help write the gambling world of tomorrow.”
Casino Guru Awards will run in several categories which will focus on a mix of business achievements and consumer needs. The company feels strongly that achieving a level of excellence across these verticals will result in a better gambling industry for all. The categories include “The Fairest Bonus Policy,” which assesses the fairness of Bonus T&C’s and whether a bonus accounts for breaching applicable rules by accident, among other and equally important criteria.
“The Fairest General T&Cs” category will focus on how a casino’s T&Cs ensure that customers are protected and safeguarded and that they do not fall prey to predatory or hidden rules and details. In true Casino Guru spirit, “The Most Impactful Social Responsibility Initiative” will focus on those operators and companies who understand the importance of responsible gambling and problem gambling prevention.
There is a separate category that will independently assess “The Best Implementation of RG Tools” and “The Most Transparent Casino.” Another important category will be “The Most Effective Handling Complaints,” which is another area where the Casino Guru team feels improvements can be made, giving operators an incentive to operate in a clear and consumer-centric way. Casino Guru is experienced in this particular area having established the Casino Complaint Resolution Center which has thousands of closed cases already.
Last but not least, there is “The Voice of the People” which will be decided by the players, without any intervention. You may find out more about the Casino Guru Awards on the official page, including details about submitting a nomination, who the judges are, and what to expect in the months that lie ahead.
Paysafe’s Income Access wins ‘Best Tech for Affiliates’ 2022 iGB Affiliate Award
Income Access platform recognized as the leading software solution for global iGaming affiliate marketers at industry awards in London
Paysafe, a leading specialized payments platform, today announced that Income Access, its marketing technology and services provider, won in the ‘Best Tech for Affiliates’ category at the 2022 iGB Affiliate Awards, held last night at the Troxy, in London, U.K.
Taking place during this week’s ICE London and iGB Affiliate London conferences, the iGB Affiliate Awards recognized the affiliate marketers, affiliate managers, operators and software providers like Income Access that have excelled in the global affiliate space over the last 12 months. Income Access’ ‘Best Tech for Affiliates’ iGB Affiliate award follows a series of major affiliate-focused upgrades to the company’s turnkey multi-channel tracking and reporting platform.
Among 30+ unique reports, the platform’s key reports were enhanced in 2021 through 2022 to optimize the user experience (UX) for affiliates while increasing transparency on data and performance metrics. Other tech enhancements included a move to the cloud to improve response times for affiliates and facilitate scalability for the future.
Affiliate payments were also streamlined through a platform integration with Paysafe’s Skrill digital wallet, with the addition of multiple new currencies.
Income Access continued to strengthen the Income Access Network, the iGaming industry’s longest-serving independent affiliate network. Over the last 12 months, multiple new brands serving a diverse range of iGaming verticals and markets integrated with the Network, and its affiliate membership expanded by 1,000+.
Geoff Smorong, Vice President of Operations at Paysafe’s Income Access, said: “Whether it’s our affiliate platform, the Income Access Network, or our affiliate management services, affiliates are at the heart of everything we do at Income Access. We’re therefore delighted to see our software development and technology honoured at the iGB Affiliate Awards.”
Zak Cutler, CEO of North America iGaming at Paysafe, commented: “Affiliates play an instrumental role in player acquisition for iGaming brands and have helped drive the growth of our wider industry. Given the affiliate channel’s importance, this award is a huge achievement for Income Access, reflecting the innovation, hard work and dedication of their entire team.”
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