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B2C-oriented websites, or so-called “operators,” must have a process for handling players’ complaints. This is imperative as, under most gaming licenses, the provision of responsible gaming and fair play is crucial for keeping the license and the operator in good standing. Operators must have a straightforward step-by-step procedure in place on how to deal with such complaints.
However, there are instances where the customer disagrees with the solution offered by the operator, or there are other reasons for which a customer’s complaint remains unsolved. In this modern day and age, players often turn to social media to voice their discontent. For operators to attract new customers, it is essential that players’ complaints are not escalated unnecessarily and that, in case of escalation, they are handled professionally to minimize any potential reputational damage.
We have a dedicated iGaming Compliance Team with extensive experience and specialization in handling escalated players’ complaints. Once the customer or regulator escalates a complaint to us, it will be handled by our iGaming Compliance Team. These experts have comprehensive knowledge of local regulations, other jurisdictions and the potential AML risks associated with players, and they also possess a strong understanding of responsible gaming matters.
This dedicated team will review the complaint, request further information from the operator, and assess the matter. They will do so by looking at the applicable terms and conditions and the sector’s generally applicable guidelines on principles such as fair play, responsible gaming, and much more. Our iGaming Compliance Team handles the players’ complaints within the framework and jurisdiction of the gaming license that the operator holds.
In certain instances, in consultation with the operator, local legal assistance will be sought to resolve a complaint. This might happen when the customer has sought the advice of a lawyer or in case of very complicated complaints with multiple unusual legal aspects. However, our iGaming Compliance team will generally handle the matter while staying in close contact with the customer and operator.
Our iGaming Compliance Team can also be contacted for recommendations. For example, we can provide guidance on amendments in the players’ complaints processes of your operations and on mitigating risks of recurring types of complaints. Risk mitigating may consist of assisting with your Terms and Conditions to keep them in line with new developments. Our experience with different types of players’ complaints, combined with the legal framework, can complement the operator's internal knowledge. We may also provide guidance on responsible gaming or assist you with policies and procedures to have the best possible framework in place.
TO LEARN HOW OUR IGAMING COMPLIANCE TEAM CAN HELP YOU HANDLE PLAYERS' COMPLAINTS PROFESSIONALLY AND MAINTAIN A GOOD REPUTATION.
Complaints are an inevitable part of any business, and the gaming industry is no exception. Operators must have a well-defined and efficient complaints process to address customer concerns and establish a high level of service. This guide will discuss the importance of understanding complaint handling and impart valuable insights on managing customer complaints effectively.
Effective complaint handling is crucial for operators in the iGaming industry. By implementing a robust complaints process, addressing customer concerns promptly and professionally, and continuously improving their practices, operators can enhance customer satisfaction, safeguard their reputation, and drive business growth.
Customer complaints can serve as valuable feedback for businesses. They provide insights into areas that require improvement, helping companies enhance their products and services. You can demonstrate your commitment to customer satisfaction and build trust by addressing complaints promptly and professionally.
A well-structured process is essential for effective complaint handling. It should outline the steps involved, from the initial receipt of a complaint to its resolution. You must be aware of, and comply with, regulations and best practices, ensuring that your process is transparent, fair, and accessible to all your customers.
When handling a complaint, acting promptly and respectfully toward your customer is crucial. Listen attentively, identify the root cause of the issue, and take responsibility for finding a satisfactory solution. Clear and open communication is critical to managing complaints effectively, allowing for a better understanding of the customer's concerns and expectations.
Once a complaint is received, investigate thoroughly to gather all relevant details. This may involve reviewing communication records, analyzing the complaint's circumstances, and engaging with the relevant parties. By addressing the complaint diligently and transparently, you can instill confidence in your customers and safeguard your reputation
Continuous improvement is essential for long term success in complaint handling. You should regularly review your strategy, identify areas that can be improved, and implement necessary changes. By monitoring and analyzing complaint data, you can identify recurring issues, develop targeted solutions, and prevent similar problems from arising.
Compliance with industry regulations and best practices is paramount in complaint handling. You must ensure that your processes align with the relevant rules and guidelines established by regulatory agencies. You can adapt to meet evolving customer expectations and regulatory requirements by staying up-to-date with industry developments.
Leveraging technology can significantly streamline the complaints process. Advanced systems can help operators track and monitor complaints, addressing them within specified timeframes. Additionally, technology can facilitate efficient communication between all parties involved and provide a secure platform for file sharing and documentation.
In complex cases or situations requiring legal expertise, seeking professional assistance can be beneficial. Specialized agencies and service providers, like our iGaming Compliance Team, can offer valuable guidance and support in handling escalated players' complaints. These experts know local regulations, industry practices, and responsible gaming principles, enabling them to provide tailored solutions for operators.
CONTACT US TO LEARN HOW OUR IGAMING COMPLIANCE TEAM CAN HELP YOU HANDLE PLAYERS' COMPLAINTS PROFESSIONALLY AND MAINTAIN A GOOD REPUTATION