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.
AffiliateINSIDER hosts first-of-its-kind Business Coaching Workshop at AIBootcamp with George Swift , Bigger Brighter Bolder
Celebrated UK entrepreneur business coach George Swift will host an exclusive ‘Elevate and Thrive’ Affiliate Business Coaching Workshop at March’s AffiliateINSIDER Bootcamp, the first time such an initiative has ever been offered at an igaming affiliate event.
Held at Under the Bridge, a unique and stylish venue positioned underneath Chelsea’s Stamford Bridge Stadium, the two-day event on 21-22 March has been designed to help igaming affiliates growth hack and gain expert digital knowledge for driving traffic to their sites.
Swift, who runs business coaching group Bigger, Brighter, Bolder (BBB), will ensure affiliate entrepreneurs focus on their individual journey in obtaining business success and have the right business mindset to drive revenue growth.
The workshop is built around the ‘hero’s journey’ – a powerful metaphor for the journey to business success. While learning tools and tactics is essential, equally important for success is having the right business mindset.
Business coaches can be an invaluable resource when it comes to bolstering your business model, with the International Coach Federation suggesting they can increase
profit margins by an average of 46%. Further research has demonstrated a 570% return on initial investment in coaching.
This coaching session is not only unique to the AffiliateINSIDER Bootcamp conference, it is the first time an affiliate event will host a dedicated business coaching workshop.
Curated by AI founder and CEO Lee-Ann Johnstone, the event boasts a full two-day agenda of digital expert speakers, an experts mentor panel and several opportunities to make new introductions, giving attendees the chance to grow their business network.
“We are delighted to be hosting the first curated affiliate business coaching workshop for iGaming affiliates at Bootcamp this year. Affiliates who are looking to growth hack their business will certainly get the digital insights they need to get ahead of the curve and we’ll help them build a stronger entrepreneurial mindset to support their business success,” Johnstone explained.
Swift added: “I believe entrepreneurism is the greatest vocation on earth and offers an unprecedented opportunity to those that step up to its calling. However, that opportunity comes at a price: it’s hard work, challenging and can be very lonely.
“Whilst every journey is unique, there are commonalities we all share and those are what I will be sharing on the day. I’m really excited to be part of the AffiliateINSIDER Bootcamp and I’m looking forward to sharing the Entrepreneurial Journey of Success with all present.”
LeoVegas really is making dreams come true this Christmas
LeoVegas is giving away 5 nights under the Northern Lights!
It’s that festive time of year when our customers begin to dream of log fires, Christmas trees and dashing through the snow on a reindeer-drawn sleigh with mince pie crumbs in their laps. Well, good tidings are here as LeoVegas would like to spread the festive cheer by making two of these lucky customers’ dreams come true this New Year!
We will send two players and their plus ones to the Kakslauttanen Arctic Resort in Lapland on a once in a lifetime trip where they’ll sleep under the stars in glass roofed igloos – and may even see the Northern Lights flickering above while tucked up cosy and warm in a comfy bed as the snow falls around them.
This incredible trip also includes six activities which winners can choose themselves. These include a 4-hour husky safari, Aurora hunting on a horse drawn sleigh, visiting reindeer on a snowmobile or learning how to master Nordic skiing.
To be in with a chance of winning, new customers just need to deposit and wager 50 in the Live Casino or Casino (from 10/12/18 to 01/01/19) on any game to get one ticket into the raffle. The winners will then be drawn randomly on 2nd January.
A geo-targeted landing page promoting the campaign will be available by end of this week. Please contact your account manager or AffiliateTeam@leovegas.com for the media ID or if you have any queries. This campaign will be live in all markets except Italy from 10th December.
Leo really is making dreams come true this Christmas at LeoVegas!
The LeoVegas Affiliate Team
Affiliate Interviews: Steven Hubbard, of SweGaming and BettingLounge
This is our second interview with Swegaming. We are checking how they are doing right now.
GAV: Hi Steven, first off we’ve been talking with you before, around 2 years ago to be exact, and first wanted an update on what Swegaming and BettingLounge have been up to since then.
The last two years have been hectic for Swegaming as a company, and since I joined this year we’ve been ramping up our efforts towards the UK market with our site BettingLounge.
We’ve launched a completely new look and feel to the site while adding new sections including our popular betting tips. We have also added new functionality and content to help our visitors make the right decision when choosing which betting sites to use.
GAV: Could you tell us some quick facts about you?
Name: Steven Hubbard
Living in: Gothenburg
Favourite Food: Pizza
Must read book: Running: The Autobiography
Best dart player: Phil Taylor
GAV: Tell us more about yourself, we want to know exactly who Steven is, the product owner of Bettinglounge. How was it to move to a new country? How is it to work at a big affiliate company as Swegaming?
Well, I grew up in a small town in Norfolk, England. I spent most of my working life as a Lifeguard and Swimming teacher but decided to go travelling for a change.
There I met my Swedish girlfriend and moved to Gothenburg, where I met Andreas and David (founders of SweGaming AB). Moving to Sweden was a lot harder than the travelling I had done, but I had great support from my girlfriend and her family.
Working at SweGaming has been a wonderful opportunity to learn and develop new skills. They have a lot of valuable experience in the Swedish market and exciting ideas for the UK.
GAV: What would you say is the biggest competitive advantages for Bettinglounge? What makes Bettinglounge stand out from the crowd?
We are looking to change the affiliate industry by offering an honest, transparent and personal product. All while promoting safe and responsible gambling.
We have some really exciting long-term projects that I think will add a lot of value to BettingLounge, while continuing with our personal touch instead of hiding behind a brand name.
GAV: What is the biggest challenge for you as a product owner?
The need for constant innovation is the biggest challenge facing us. There are a massive number of affiliates in the UK, and we have to offer something special to stand out.
GAV: We have done some reading at your site and found out some really interesting betting tips, how can you know so much!?
Well, I am in no way a betting tipster or expert. But, I have been following sports, mainly football and darts for most of my life. Of course, you learn a lot from that over the years.
But, the most valuable information is gained by a bit of research. All of our tips are well researched with key stats and facts for the match. It is not a foolproof way of betting, but it will help in your decision making.
See our betting tips as a guide, or if you agree, of course, you are welcome to back them. But, remember to do so in a fun and responsible way.
GAV: Steven, who is your favourite model? Is it Zlatan or David Beckham?
Ah, that’s a tough one. Of course, David Beckham is my favourite model. I mean his boxers are not great, but what a man he is!
GAV: What betting tip has been your best in ROI?
The best betting tip so far has been a 12/1 win treble with Betway. Three away wins, Lincoln City, Leicester and Doncaster.
Although, Doncaster finished 3-2 and we had a nervy 7+ minutes of extra time that was not appreciated.
GAV: What is the best with TheGamblingAffiliateVoice?
The best thing is definitely to find new gaming conferences and read comprehensive articles . You are doing a great job writing about the conference Sigma on Malta. More affiliates and operators should definitely go to Sigma which is the best conference in my opinion.
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