The l’Autorité Nationale des Jeux (ANJ) has released the first study of the ‘Mediateur des Jeux en Ligne’ (Mediateur), a customer dispute resolution programme for French online gaming.
The study is part of the ANJ’s latest supervisory system, which tracks French gambling practises while increasing industry openness.
Mediateur, which launched in September 2019, is an impartial dispute resolution provider for French online gaming customers and registered operators, including monopoly incumbents FDJ and PMU (French horseracing).
Unbiased arbitrator in disputes
Denys Millet, a ‘honorary magistrate,’ runs the service, which acts as an unbiased arbitrator in disputes to reach a ‘fair settlement’ between parties.
In the year 2020, Mediateur issued 1420 disputes from French customers against licenced operators.
Sports betting ‘wager cancellations’ accounted for the vast majority of Mediateur’s mediation demands, according to the newspaper (82 percent ).
According to Mediateur, the majority of failed applicants (80 percent) had not given any written complaint on their disagreement with the provider, which resulted in 761 applications being declared inadmissible.
Mediateur said it was able to close 530 of the 659 ‘applicable complaints,’ with an estimated turnaround period of 62 days to resolve the conflicts.
Revision of some terms and conditions
In reviewing its cases, the Mediateur highL’Autorité found that a variety of terms and conditions relating to bet cancellations needed to be revised and clarified by French sports betting operators.
The dispute service discovered that players need more specific details about how cash-out bonuses are made and about wager-related incentive offers.