In the dynamic and competitive iGaming landscape, the foundation of player trust is critical for sustainable growth. Acknowledging that friction in dispute resolution can erode this trust, SiGMA Play has officially launched SiGMA World ADR, a sophisticated Alternative Dispute Resolution service.
Engineered to serve as a vital bridge between players and operators, the platform has been introduced as the industry’s first truly player-centric resolution hub, aiming to set a new benchmark for fairness and efficiency in handling complaints.
Further bolstering its credibility, the SiGMA ADR team is composed of professionals holding qualifications with the prestigious Chartered Institute of of Arbitrators (CIArb) and possessing extensive experience in online gambling dispute resolution.
The service is officially authorized by the Malta Consumer Affairs Council (CAC) to act as an ADR entity for Malta Gaming Authority (MGA) licensees. Crucially, this authorization grants SiGMA ADR the power to issue binding rulings on player complaints, providing a definitive and enforceable resolution.
To uphold its commitment to transparency, the organization will also publish annual reports on the complaints it has managed.
The service outlines the user journey, known as the SiGMA Online Casino Complaints Service (SOCCS), with the following clear, three-step process:
01. Submit Your Complaint
To get started taking back the reigns, you first need to submit your complaint. Make sure to follow all the prompts when you complete our complaint form and that you provide detailed and accurate information as this will ensure we are equipped with the necessary detailis to resolve your complaint. Once you have detailed your issue, hit the submit button.
02. The Complaint is Reviewed
Once our team receives the complaint, we go ahead and review it. During this step, we consider where the fault could be, whether we can solve the issue without the involvement of the casino or third parties, as well as the validity of the complaint.
03. Complaint Verdict
As soon as our team has verified and reviewed the complaint, it will be added to our system with all the information provided. Based on our findings during the review step, the complaint verdict will be added to the case. The verdict will then be sent to you directly via email.
A key differentiator is that the service is “built-in, not bolted-on,” meaning it is deeply integrated within the SiGMA Play reviews ecosystem.
This allows for a seamless user journey where the entire process is managed from a single, familiar interface.
While already fully authorized for MGA operators, the organization is actively pursuing accreditation from the UK Gambling Commission (UKGC) and other key regulators to expand its global reach.
Mex Emini, the Managing Director at SiGMA Play, explained:
We believe the future is the player, which is why we created our SiGMA ADR. We are not just about discussion; we are a problem-solving hub built to provide fair, trusted, and efficient outcomes for the community.
Ultimately, the launch of SiGMA World ADR represents a significant step towards fostering a more transparent and equitable iGaming environment. By establishing a centralized and credible platform for resolving conflicts, SiGMA Play not only addresses individual player issues but also contributes to the overall integrity and health of the global gaming market.
