The UK Gambling Commission (UKGC) has released a statement to announce online sports betting and casino operators’ customers will be able to benefit from the online support tool Resolver as of August 1, 2017. The latest support tool would enable online gambling consumers to conveniently lodge all gambling-related complaints they may have for operators to address and resolve.
Resolver is an innovative online tool which is available for free use by consumers. The Gambling Commission itself has assisted the Resolver team in developing the information concerning gambling complaints the tool uses. Despite that, Resolver remains an independent entity and as such, does not work directly with the UKGC.
The new support tool comes with a great number of useful functionalities. For instance, users are provided with extensive information regarding the issues they wish to complain about and are guided through the process of formulating their emails and sending their letters of complaint.
More importantly, the Resolver complaint tool does not function as an intermediary between the party raising the complaint and the party the complaint is targeted at. Because of this, the company responsible for the creation of the new tool does not take sides in the arguments it handles – it simply allows casino players to raise their complaints against gambling operators in a more convenient and organised way. In addition, the Resolver tool would assist the affected players in making the best decision as to what further actions to take.
The Resolver tool’s branch-out into the online gambling sector also works to the advantage of interactive gaming operators. For starters, online gambling companies will be able to manage the consumer complaints in a more timely and efficient manner as soon as they receive them. Additionally, this would give the casino operators a better idea as to what their customers expect in terms of solutions of the issues.
Furthermore, the support tool functions as an email service as all the information concerning the complaints of customers is stored in a single place. This is to say, each complaint a given player raises is being sent from their own Resolver email address instead of their regular email address.
Each player will have a separate case file created for them where the all the details and documents regarding their online casino complaint are stored. Also, if a given player is not satisfied with how their issue is being handled, Resolver will provide them with extensive information on how to escalate the complaint to the next level of authority, and if necessary, to the regulator or in this case, the UKGC.
According to the information released by the UKGC, the online gambling operators themselves would receive Resolver complaints on behalf of their customers just as they normally would if the said complaints had been sent from a standard email service, such as Gmail, Outlook, or Yahoo Mail.
At the present moment, customers can use the Resolver tool to raise complaints to over 29,000 companies and public bodies. These include travel operators, restaurants, insurance companies, and even central government services.
- Author
Daniel Williams
