French Gambling nets a 93% efficiency rate in settling online gambling disputes, however, the regulator has concerns about the management of accounts deemed “fraudulent”.
Médiateur des Jeux, the gambling ombudsman of France, has detailed an ‘enhanced efficiency’ of its mediation service in settling customer disputes with French licensed operators.
The ombudsman has submitted its ‘2024 Mediation Report’ to Isabelle Falque-Pierrotin, President of l’Autorité Nationale des Jeux (ANJ).
2024 saw Médiateur register a marginal increase in complaints submitted for review, totalling 1,541 (2023: 1,523).
The Ombudsman was forced to instantly reject 52% of complaints (800 cases), as customers did not fulfil the pre-submission requirement to “attempt to resolve disputes directly with the licensed operators prior to requesting mediation.”
As a result, Médiateur processed 741 complaints, of which 88% (652 cases) were attributed to sports betting disputes.
In its breakdown of sports betting complaints, Médiateur noted that 42% were attributed to ‘disputes over final results/outcomes’ and 36% related to account management issues (such as payment blocks and withdrawal issues).
Disputes due to operators cancelling bets after events, because of technical errors or suspected fraud, were recorded at 12%.
Overall figures for 2024 show that Médiateur resolved 690 individual disputes between customers and operators (with 51 cases remaining unresolved), marking a 93% ‘efficiency rate’ in processing complaints.
Mediation figures indicate that 45% of disputes were resolved satisfactorily by Médiateur settlements, where customers accepted the commercial gestures and compensation offered by operators. However, 47% accepted the Médiateur’s settlement but remained dissatisfied with the compensation offered by the operator.
The report highlighted complexities in resolving disputes related to player accounts being blocked on suspicion of ‘unsubstantiated fraud’.
Operators may refuse payouts or compensation on accounts suspected of third-party use, use by a banned customer, or accounts with falsified documents to bypass self-exclusion.
Regarding common disputes such as changes to final outcomes or results, Médiateur welcomed operators’ direct responses, which often included offering commercial gestures and compensation as determined by its resolution services.
The management of suspected accounts was identified as an area of concern by the ANJ and Médiateur: “Players who open an online account have 30 days to provide their documents to the operator, who will verify them. During this period, the player can gamble, even place large bets. If the documents are not reliable, the player will not be able to withdraw any potential winnings.”
On the management of ‘suspected accounts’, Médiateur recommends that French licensees refund deposits but deny payouts when accounts are under investigation.
French operators are advised to update live betting modules to improve automated settlements once a market or event has concluded, thereby avoiding disruptions.
In 2025, Médiateur aims to increase awareness and training for operators on mediation processes, enhance the online accessibility of the mediator’s platform, and strengthen measures against fraud and addiction through consistent cooperation with the ANJ.
The ANJ President Isabelle Falque-Pierrotin hailed Médiateur as a vital independent service for French gambling, helping to resolve disputes and enhance trust and transparency since regulating online gambling in 2011.
“This year again, the gaming mediator publishes his report. I take this opportunity to commend the work of Denys Millet, who, supported by his team, has established and managed the service since 2019. The figures and content of the report bear witness to the service’s growth, contributing significantly to the governance of gambling.
“I also welcome Jérôme Gallot, who has taken on the role of mediator since December 2024, bringing a pragmatic vision to his work, complementing the efforts of other stakeholders such as the ANJ and gaming operators. This cooperation, grounded in dialogue, is essential to further enhance the utility and legitimacy of the mediation system.”
