ECOGRA's role in player advocacy

In licensed iGaming, player protection is provided not only by the regulator, but also by independent organizations. eCOGRA is one of the key: it simultaneously acts as a certification laboratory for online games and platforms and as an alternative dispute resolution (ADR) body between players and licensed operators. Through this, eCOGRA connects the technical "integrity" of games with procedural fairness of service.

Who is eCOGRA and what does it do

Certification and testing: verification of RNG, declared RTP, correctness of rules/payments, integrity of builds, compliance with jurisdictional requirements.

Process audits of the operator: Responsible Gambling procedures, KYC/AML, security, reporting, change-management.

ADR (Ombudsman): Independent review of player claims against licensed casinos/bookmakers and mediation of the decision.

Fair Play Standards: Criteria that qualify for eCOGRA Safe and Fair.

What the "eCOGRA Safe and Fair" sign means

The presence of a badge says that the operator/provider has passed an independent audit for compliance with three blocks:

1. Game integrity: RNG/RTP certified, correct math, round reproducibility.

2. Fair work with the client: transparent bonus rules, clear payment terms, correct handling of disputes.

3. Responsible and secure business conduct: data protection, RG measures, access control and changes.

Important: the sign is not a "decoration," but a status confirmed by regular checks. It can be lost in case of inconsistency.

How eCOGRA protects the player in practice

1) Before the game - through certification

RNG and matmodel are checked: compliance with the declared RTP and distributions.

Assemblies and configurations (hash lists, signatures), UI/UX requirements and game help are verified.

The operator's processes are evaluated: accrual of bonuses, limits, payment terms.

2) During operation - through monitoring and audits

Scheduled and unscheduled compliance checks.

Analysis of complaints/incidents, request of technical logs from the provider/operator.

Recommendations and mandatory corrective measures.

3) In case of conflict - via ADR

Independent assessment of the situation, request for documents from both parties.

Recommendation/decision based on operator rules, jurisdiction and facts from logs.

Control of solution execution and communication with the regulator, if necessary.

How to file a complaint with eCOGRA: Step by step

1. Prepare data: login (without password), e-mail, operator/site name, rounds/transactions ID, dates/amounts, screenshots.

2. Describe the essence: what happened, what rules/deadlines were violated, how the support responded.

3. Submit a case on the eCOGRA website (ADR/Complaints section).

4. Wait for requests: you may need additional materials (chat history, video spin, transaction statement).

5. Get a solution: eCOGRA will forward findings to both parties and, if necessary, recommendations to the regulator.

💡 Important: eCOGRA deals with disputes only with licensed operators and on issues falling under its mandate (for example, non-payment of winnings, blocking without explanation, dispute over a vager, discrepancy between the actual payment and the rules of the game).

What problems are most often solved by eCOGRA ADRs

Delays or refusal to pay when conditions are met.

Bonus disputes: hidden restrictions, incorrectly applied vager, retroactive rule changes.

Closing the account/confiscating the balance without a transparent reason.

Game Discrepancies: Round Result vs Help/Paytable.

Responsible Gambling: non-compliance with the established limits/self-exclusion.

How eCOGRA differs from GLI/BMM et al.

GLI/BMM/QUINEL/iTech Labs are primarily technical laboratories/certification centers. They test games, platforms and reporting, but usually do not perform ADR.

eCOGRA combines technical expertise and the role of an ombudsman for players, making it a "bridge" between technology and consumer protection.

Limitations of the eCOGRA mandate

Does not address disputes with unlicensed sites and gray clone sites.

Does not interfere with risk policies (e.g., reversal of suspicious transactions) outside the rules and law; evaluates whether the rules have been applied correctly and transparently.

Does not "recalculate" the mathematics of a certified game by single cases; requests logs from the provider and checks reproducibility.

How a player can use eCOGRA "to the max"

Play with operators with a Safe and Fair sign and public license details.

Store round and transaction IDs; take screenshots of controversial issues.

First, contact the operator's support service - many issues are resolved at the first level.

If there is no answer or it is formal, go to ADR with the full evidence package.

Specify in the operator's rules who his ADR body is (often it is eCOGRA).

What conscientious operators get

Reputational effect of Safe and Fair and transparent ADR.

Reducing conflicts and risks of fines: corrective measures are implemented before escalation to the regulator.

Improving product discipline: releases, hash control, game help, bonus T & Cs.

Fair Site Mini Check List

The site shows the license number and indicates the ADR authority (eCOGRA or other).

Bonus rules are published with examples of calculations and deadlines.

In the help of games - RTP, build version and understandable payment tables.

There are RG tools: limits, timeouts, self-exclusion, links to help.

Support responds essentially and is ready to provide ID rounds/logs upon request.

eCOGRA is a "double defense" of the player: technical (RNG/RTP certification, audit of processes and assembly integrity) and procedural (ADR - complaint analysis and mediation of decisions). If the operator shows the Safe and Fair sign, publishes the terms of bonuses and cooperates with ADR, your chances of fair treatment and timely payments are significantly higher.