Interview with Duncan Garvie about ThePOGG’s new announcement
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.
Fiat & Crypto: King Billy players get the best of both worlds
See how the casino players can deposit in crypto and play in fiat.
Since the dawn of e-gaming robust payment systems have been crucial for the success of any online casino, as they are a key factor in creating a positive and satisfying gaming experience. Moreover, the availability of different payment options allows players to choose the method that works best for them, whether it be classical fiat money or cryptocurrency.
But is it possible for an operator to give its players the best of both worlds, fiat and crypto at once? Yes, it is, with the King Billy feature “deposit in crypto, play in fiat”. The concept is simple. A casino player deposits in crypto (choosing among 4 cryptocurrencies King Billy supports). Then, the system automatically shows them their balance in the currency of their choice (among the 14 currencies King Billy supports, used by more than 3 billion people worldwide). When the players withdraw, their transaction takes place back in crypto.
What are the advantages of this system? Ruslan Legenzov, King Billy Casino Head of Affiliates (or “Lord of Affiliates” as the internal etiquette demands) has the answers: “Good things come in threes, and there are certainly 3 very good things about our “deposit in crypto, play in fiat” feature.
First of all, depositing in crypto means less hassle and paperwork for the player and elimination of the dreaded “transaction not coming through” issue. This has been a problem and actually a torment for many of our players in remote areas of the world. As a global casino, we are happy to act in ways that give peace of mind to our players.
Secondly, this system offers a greater player experience to the King Billy Citizens and Nobles, as they can now take advantage of our numerous promotions and offers in fiat. For example, players who deposit in crypto can now participate in our extremely popular fiat-only “Slot of the Month” offer, that’s been a staple of our casino since our launch.
Finally, with “deposit in crypto, play in fiat” our players, especially the not so cryptocurrency-savvy have a much clearer understanding of their wins or losses. I am sure that a player, let’s say from Vietnam, prefers to see, in real time, how much his slot win is worth in the Vietnamese Dong than running in parallel a crypto converter tool to do the math!”
Well said and well done your Majesty.
For those interested in the “deposit in crypto, play in fiat” feature, King Billy Casino accepts the following currencies: Euro (€), US Dollar ($), Canadian Dollar (C$), Australian Dollar (A$), New Zealand Dollar (NZ$), Norwegian Krone (kr), Indian Rupee (₹), South African Rand (R), Vietnamese dong (₫), Indonesian rupiah (Rp), Malaysian ringgit (RM), Thai baht (฿) and the Philippine peso (₱). King Billy also accepts the following cryptocurrencies: Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC) and Tether (USDT).
King Billy Casino is a new-generation online casino, launched on St. Patrick’s Day in 2017. It is available in 4 languages (English, German, French and Finnish) and it has an impressive record in awards with 25 wins, shortlists and other distinctions, and an amazing variety of features and games. King Billy has prioritized the creation of a superb user experience, focusing on the myth of King Billy and his Kingdom and treats all players with the specialness they deserve.
Rightlander wins “Best Tech for Affiliate Programmes” at IGB Affiliate Awards 2023
Following the launch of their innovative Smart Workbench, Rightlander, the advertising and affiliate compliance monitoring specialist, have won the award for ‘Best Technology for Affiliate Programmes’ at this year’s IGB awards ceremony in London. The annual award, dubbed the Oscars of the iGaming affiliate market, recognises the most successful businesses in the gambling industry.
Rightlander is a state-of-the-art advertising and affiliate compliance platform that allows advertisers and networks to identify potentially non-compliant content across different territories. It does this by scanning affiliate content from within the target market, looking for events or conditions defined by clients and regulators, and sending alerts when it finds content that meets those conditions.
According to the judges, who praised the submission’s clear evidence and figures showing customer adoption and cost savings, Rightlander’s offering is “a very strong piece of technology which leads the industry in protecting affiliates, operators and ultimately players and ultimately makes the industry better for being in it.”
Ian Sims, Founder of Rightlander said “We are extremely happy to have won the Best Tech for Affiliate Programmes and this is a milestone moment for Rightlander. We developer/marketing folks love to throw around words like “game changing” and “AI-driven” but when you win an award for “Best Tech for Affiliate Programmes” and it’s one of the judges calling it a “game changer”, that is quite an endorsement.”
Over the past 5 years, Rightlander has scanned tens of millions of webpages to help advertisers identify non-compliant advertising by their marketing partners to protect their brand and regulatory licenses.
Casino Guru wins IGB Affiliates Safer Gambling Initiative of the Year
Casino Guru has won the IGB Affiliates recognition in the Safer Gambling Initiative of the Year category.
Casino Guru has won the IGB Affiliates Awards distinction in the Safer Gambling Initiative of the Year category, an award granted to affiliate services with an unfaltering track record in their commitment to raising player protection standards and contributing to the industry’s ability to better understand gambling-related harm.
Casino Guru underwent a thorough review, which included a look into how the company sought to educate and protect players beyond statutory requirements and the active steps taken to introduce players to a safer gambling journey in every market they engage with.
The assessment distinguished Casino Guru for its comprehensive efforts in responsible gambling and gambling harm prevention as captured by the Gamtegrity, the unifying home of all responsible gambling and consumer protection projects and initiatives launched under the Casino Guru banner and name.
Spearheaded by Šimon Vincze, Casino Guru’s Sustainable & Safer Gambling Lead, Gamtegrity reunites some of the company’s most impactful projects and initiatives geared towards raising standards for the entire industry insofar as problem gambling, player behavior, and harm protection are concerned.
Vincze hailed the IGB Affiliates distinction as a deserved and important milestone in the company’s ongoing efforts to provide the industry with guidance on how to better protect consumers and provide players with assistance on their journey to picking the best and most responsible industry operators.
“QUOTE by Šimon”
I am thrilled from this recognition as it includes most of the projects that I work on. However, this achievement is a reflection of work throughout the departments of Casino Guru and I feel honored to translate it to the rest of the industry. Safer Gambling is undersized in affiliate space, and it is great that iGB motivates companies to compete in it.
Casino Guru’s Gamtegrity project reunites the company’s Global Self-Exclusion System (GSES), an ambitious cross-border initiative designed to create a comprehensive global mechanism that enables players to exclude themselves from regulated gambling markets and focus on recovery.
Casino Guru has similarly focused on creating tools that assist and help vulnerable players to address their problem as well as find help, extensive global information and easy access to treatment options.
The company has also leveraged its industry expertise to create the Casino Guru Academy, an ambitious undertaking which understands how important it is to educate industry professionals about best practices in customer support, casino bonuses, safer gambling, and other important areas.
Not least, Casino Guru’s ample effort and experience in maintaining responsible gambling standards that go beyond national legislation have led the company to set up the Casino Guru Awards which seeks to distinguish prominent operators that share the company’s core values in providing consumers with the safest gambling possible.
The Safer Gambling Initiative of the Year distinction is evidence of the strong and meaningful impact Casino Guru has had in bettering responsible gambling standards and seeking to actively assist players who may struggle with gambling-related problems or suffer gambling-related harm.
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