L’Autorité Nationale des Jeux (ANJ) has published the first report of Mediateur des Jeux en Ligne (Mediateur), the French online gambling’s consumer disputes moderator service.
The report is part of ANJ’s new supervisory framework monitoring the country’s gambling activities, whilst providing greater transparency of its market oversight.
Established in September 2019, Mediateur provides an independent dispute moderating service between online gambling consumers and licensed operators, including monopoly incumbents FDJ (national lottery) and PMU (horse racing).
The service is operated by ‘honorary magistrate’ Denys Millet, serving as an impartial arbitrator between mediating disputes to find a ‘fair settlement’ between parties.
During 2020, Mediateur recorded a total of 1,420 dispute requests made by French consumers against licensed operators. It also reported that sports betting ‘wager cancellations’ accounted for 82% of its mediation requests.
A breakdown of results saw 761 applications deemed as inadmissible, as Mediateur cited that 80% of failed applicants had not provided any written complaint on their dispute with the operator.
Of the 659 ‘applicable complaints’, Mediateur states that it was able to close 530 cases, with an average processing time of 62 days recorded to settle the disputes.
Reviewing its disputes, Mediateur highlighted that French sports betting operators needed to revise and clarify several terms and conditions concerning bet cancellations.
The dispute service noted that players required more detailed information on how cash-out payments are settled and with regards to wager related bonus offerings.
Mediateur also reminded French players that they must contact the operator in writing, stating that they will use Mediateur services to proceed with their complaint.