What is the ODR platform?

The Online Dispute Resolution (ODR) platform is a European initiative that will aid the resolution of disputes between consumers and businesses. The platform allows consumers to file complaints and then works with both parties to facilitate a resolution via an alternative dispute resolution (ADR) service. Click here for more details.

How does ODR work?

If you have a complaint you should raise it directly with us first by following our complaints procedure. If you’re not satisfied with our handling after the first two steps of our procedure, you can proceed by approaching eCOGRA directly using the third step of our procedure or via the ODR platform.

The European ODR platform will manage disputes through file submission, sharing and communication between eCOGRA and the consumer, but the process may be significantly longer than approaching eCOGRA directly.

What is the procedure for using ODR?

Once you’ve advised the ODR platform of your dispute, they’ll ask us to select our ADR provider. We’ll then supply the ODR with details of our ADR provider and the ODR will forward the case for review.

We use eCOGRA as our independent ADR provider. eCOGRA will communicate with the operator (Virgin Bet Ltd) and you (the customer) within 30 days and eCOGRA will inform both parties of a result within 90 days.

Please ensure you’ve fully exhausted our complaints procedure before contacting eCOGRA or the ODR.

The decision of the independent ADR provider is final, whether reached via the ODR website or contacting them directly via the third step of our complaints procedure.

If you need any further assistance, please see our contact details here.