The Médiateur des jeux’s 2024 report highlights a year marked by a large number of disputes, particularly in sports betting, but also by better cooperation from operators, with 47% of proposals accepted. The Médiateur makes four key recommendations to enhance transparency and player protection. In collaboration with the ANJ, it’s contributing to more effective regulation of the sector, combining general measures and targeted actions to ensure a safer and fairer gaming environment.
The Médiateur des jeux (Gambling Ombudsman) has unveiled its annual report for 2024, illustrating a year of progress and challenges for the regulation of online gambling. While complaints remain numerous, particularly in the sports betting sector, significant progress has been made in terms of cooperation with operators and dispute resolution. Through this analysis, the Médiateur aims to strengthen transparency and fairness, by making recommendations to ensure more responsible practices and a safer gambling environment.
Better cooperation with operators
In its 2024 report, the Médiateur des jeux received 1,541 requests, with a clear majority of complaints coming from sports betting players. These complaints mainly concerned the management of players’ accounts, including difficulties in withdrawing funds.
The Médiateur notes that significant progress has been made in the cooperation of operators, with almost 47% of proposals accepted. This high rate reflects an increased willingness to resolve disputes amicably, notably through commercial gestures and financial compensation. This dynamic not only improves player satisfaction but also strengthens confidence in the gaming regulatory mechanisms.
Important recommendations for 2024
In its 2024 report, the Médiateur des jeux makes four major recommendations to operators to improve player protection and transparency in the sector:
- Refund of player balances in the event of closure on suspicion of fraud: Operators must not confiscate player deposits without proven justification.
- Immediate withdrawal of live bets after an event: An automated mechanism must block bets placed after an event to prevent any dispute.
- Reinforced monitoring of provisional accounts: Faster verification of supporting documents to prevent minors or those banned from gambling from accessing bets.
- Prevention of excessive gambling: Strict controls to prevent banned players from using third-party accounts and increased risk awareness.
These measures aim to ensure a fairer and safer gambling environment.
The Médiateur des jeux and the National Gambling Authority (NGA) are working together to ensure effective regulation of the gambling sector. This joint governance ensures better protection for players by combining general regulation with targeted action to resolve individual disputes.