Resources
Defining an ADR
An ADR service provider is an independent third party that facilitates alternative dispute resolution processes between a casino/sportsbook operator, and player. ADR providers are used in many industries, but in the gambling industry, their primary purpose is to provide an objective resolution between a casino and a player. The solutions they would often provide include arbitration, mediation and in some cases, early neutral evaluation.
Both parties, casinos and sportsbooks, often favor ADR processes for faster and cheaper resolution.
The ‘Why’ Behind ADRs
The wider ADR system is an essential part to the gambling world. If you have played at any legitimate online casino or sportsbook, you will see they have to obtain licenses in order to operate in certain regions. These license providers (such as the Malta Gaming Authority, and the United Kingdom Gambling Commission) require operators to employ an ADR service provider, in case of disputes with the players. The purpose of this is to ensure player safety and fairness in these disputes, so that their will not be any biased or unfair proceedings in disputes.
This proves a casino is legitimate in many ways. Any legitimated, properly licensed casino will use the help of the ADR to help resolve the dispute first and foremost, which is key in helping resolve all disputes with any player fairly, quickly and affordably for both parties.
The Player’s Process (Step by Step)
There is a specific process to go through in order to use an ADR provider, meaning that a casino players has to follow the step by step guide below to avail of an ADR provider properly.
- The internal complaints service – First off, the casino player has to go through the online casino/sportsbooks internal complaints service. Usually this is one by contacting customer support, and discussing your issue with them.
- Contacting the ADR system – If the player is still dissatisfied with the customer service after 8 weeks, then they can contact the ADR. The operator themselves should provide you with an ADR provider, and give you all of their contact details.
- Information collection – The ADR will collect as much information as possible, from both you and the online casino, regarding your complaint. They will not accept complaints regarding customer service issues or a refusal to accept a bet.
- Final adjudication – Once the ADR has gathered all the information from both sides, they will come to a final decision. The decision process normally takes roughly 90 days, although more complex issues can take a further 30 days.
It’s important to note that all ADR processes are completely free for the player.
How ADRs Help
ADRs are extremely helpful when dealing with a specific issue a player would have, because they often take many different perspectives into account. The more information you provide an ADR system, the better: they are completely neutral, and will often come to a neutral decision that favours both parties. They also offer an appeals service if you are not satisfied with their decision, and a separate adjudicator will review all the information above to decide on the appeal. They are completely neutral, and they take the facts at face value to come to the best decision.
Examples of ADR Providers
At the bottom of many popular online platforms, you will see badges for some of the best ADR providers. Some reputable examples of ADR systems include:
- eCOGRA – Available across all betting sectors
- Independant Betting Adjucator Service – Available for casinos, and sports betting
- Blexr Ltd – Available across all betting sectors
- ProMediate – Available across All Sectors
The Ultimate Benefit
The existence of an ADR system is immensely important for the fairness of players and online casinos alike. Sometimes, when a serious dispute happens, there may be no choice than to go the legal route, or to deal with it using the online casino/sportsbooks internal complaints service. These options simply just aren’t suitable for a serious dispute.
Having a dedicated independent arbitrator, that costs absolutely nothing to both parties, ensures absolute fairness for the player and online casino alike. After all, it is a players fundamental right to resolve issues player, and the ADR is the best tool any player can have for that purpose.
FAQs
1. What does an ADR mean in gambling?
In terms of gambling, an ADR (Alternative Dispute Resolution) system is an independent mediator designed to resolve disputes between casinos and players. It is completely objective and independent to any party.
2. Who can be considered an ADR provider?
Any dispute organisation that is licensed by the appropriate betting licensing body, and can fairly provide mediation can be considered an ADR provider in gambling. Some popular examples would be eCOGRA, IBAS and ProMediate. All of those ADR providers must be licensed by an operating licensing body, such as the United Kingdom Gambling Commission and the Malta Gaming Authority.