Authorized ADR Providers
The Authority maintains a list of approved Alternative Dispute Resolution providers authorized to handle complaints between players and licensed operators.
◆ All licensed operators under Anjouan Gaming are required to engage one or more Alternative Dispute Resolution (“ADR”) providers approved by the Authority. These providers deliver an independent and impartial mechanism for the resolution of disputes between players and licensed operators where direct resolution has not been achieved.
Purpose and Scope
ADR ensures that players have access to a fair, transparent, and independent review process. All approved ADR providers must meet the standards prescribed by the Authority, including demonstrable independence, procedural fairness, and operational transparency..
Players must first submit their complaint directly to the licensed operator via the operator’s license validator page and allow the operator’s internal complaints procedure to run its course. Operators are required to make every reasonable effort to resolve complaints within the prescribed timeframe of 30 days.
Where a complaint remains unresolved after completion of the operator’s internal process, the player may escalate the matter to an ADR provider approved by the Authority. The cost of such ADR proceedings shall be borne by the licensed operator, in accordance with Anjouan Gaming requirements..
Approved Providers
The following providers are currently approved by the Authority to handle disputes between players and licensed operators. Select a provider below for contact details and further information.
| Provider |
|---|
| EGIS ADR |
| Axion ADR |
| iGaming ADR |
| CADRE B.V. |
EGIS-ADR is an officially approved Alternative Dispute Resolution (ADR) provider
authorized by the Anjouan Gaming Authority. The organization specializes in iGaming
and remote gaming operations and provides independent, fair, and impartial dispute
resolution services. EGIS facilitates structured mediation processes designed to ensure
the equitable handling of disputes between operators and consumers, in accordance
with applicable regulatory standard.
When an operator’s internal dispute resolution procedures are unable to satisfactorily
resolve a complaint, EGIS-ADR intervenes to provide an objective, expert-led review and
guidance. Our team delivers balanced and well-informed assessments aimed at
de‑escalating disputes and resolving outstanding cases at the operator level.
Each case receives dedicated attention and a bespoke response, ensuring both
consumers and operators are confident that matters are reviewed thoroughly and
handled with the highest level of diligence.
Contact
Website: https://egis-adr.com
Email: [email protected]
Legal Entity: EGIS – FZCO (trading as EGIS-ADR)
Registered Address: IFZA Business Park, DDP, Dubai, United Arab Emirates
Fees
There is no fee associated with appointing EGIS-ADR as an Alternative Dispute
Resolution (ADR) provider until a case is formally accepted and has met the established
minimum acceptance threshold.
EGIS-ADR does not charge any minimum monthly or annual fees, initial deposits,
retainer fees, or supplementary costs if a case requires additional time to resolve.
Operators are charged a single, one‑time fee per accepted case, in accordance with the
terms outlined in their contractual agreement with EGIS‑ADR.
Languages
All complaints and ADR proceedings may be submitted by consumers in their native
language. EGIS‑ADR will arrange for the translation and interpretation of all such
submissions. However, the administration of the proceedings shall be conducted in the
English language.
Sectors
EGIS-ADR specializes in providing Alternative Dispute Resolution (ADR) services across
remote sectors, including—but not limited to—iGaming, exchange platforms, and retail
and commercial operations.
Procedure
Players shall first be required to seek resolution of any dispute directly with the
Operator through the Operator’s internal complaints procedure. Where the dispute has
not been resolved to the Player’s satisfaction within thirty (30) days, or where no
response has been received within such period, the Player may refer the matter to EGIS-
ADR, acting as an Alternative Dispute Resolution body (ADR).
Upon receipt of a complaint, EGIS-ADR shall review the matter to determine whether
the dispute is admissible. Where EGIS-ADR determines that the dispute does not meet
the acceptance criteria, EGIS-ADR shall notify the Player in writing, specifying the
reasons and the legal and factual grounds for such determination.
Where a dispute is accepted, EGIS-ADR shall obtain and assess all relevant information
and submissions from both parties and shall issue a final determination in accordance
with the applicable Terms and governing law. Both parties shall have the right to appeal
the determination within seven (7) days of notification, subject to any applicable
conditions.
Outcome
Following a comprehensive review of both parties’ submissions and the applicable
Terms, EGIS-ADR shall render a final determination. Both parties shall retain the right to
appeal the decision, subject to prescribed conditions.
Grounds for Refusal
EGIS-ADR may refuse to deal with a dispute where:
(i) the player has not attempted to resolve the matter directly with the operator;
(ii) the dispute is frivolous or vexatious;
(iii) the dispute is being or has previously been considered by another ADR provider or
court;
(iv) the complaint is submitted more than 12 months after the operator informed the
player that the matter could not be resolved.
Axion ADR is an Alternative Dispute Resolution provider specializing in disputes within the iGaming sector.
Axion ADR acts as an independent third party where a complaint between a player and an
operator has not been resolved through the operator’s internal process. It provides a
structured and impartial review of disputes, with outcomes based on the available evidence,
the operator’s terms, and the applicable regulatory framework.
Axion ADR handles a range of iGaming disputes, including withdrawals, wagering activity,
account restrictions, bonus terms, responsible gambling matters, and technical issues. Each
case is assessed individually, based on the facts and evidence provided.
Contact
Website: axion-adr.com
Email: [email protected]
Legal Entity: Axion Resolution Ltd
Registered Address: Unit 207, Heritage Plaza II, Main Street, Charlestown, Nevis
Fees
No fees are charged to consumers. Licensed operators are charged on a case-by-case basis.
Languages
Complaints must be submitted in English.
Sectors
Online casino, sports betting, live dealer, and all other remote gaming verticals operating
under the Anjouan Gaming framework.
Procedure
Players are required to first seek resolution of any complaint directly with the operator
through the operator’s internal complaints process. A complaint may be brought to Axion
ADR where the player is not satisfied with the operator’s final response, or where 30 days
have passed without resolution.
Upon receipt, Axion ADR will assess whether the complaint falls within its remit. Where a
complaint is accepted, both parties are required to provide relevant information and
supporting evidence.
Axion ADR will review the submissions and issue a written determination based on the
applicable terms and the available evidence, setting out the outcome and the reasoning
behind the decision.
Outcome
Axion ADR will assess the submissions of both parties and issue a written determination
based on the applicable terms and available evidence.
Both parties may appeal the determination, subject to applicable conditions.
Grounds for Refusal
Axion ADR may decline to consider a complaint where:
● the player has not first completed the operator’s internal complaints process or
allowed the required 30-day period to pass;
● the complaint is frivolous or without merit;
● the complaint is submitted outside a reasonable timeframe or otherwise falls outside
Axion ADR’s remit.
iGamingADR acts as an independent Alternative Dispute Resolution (ADR) provider for online gaming disputes within the Anjouan jurisdiction. Its services are delivered in accordance with applicable regulatory requirements, established ADR standards, and governing law.
The iGamingADR team comprises professionals with experience in gaming law, regulatory compliance, dispute resolution, and operational management, including practising advocates, accredited mediators and arbitrators, compliance specialists, and individuals with direct experience in both land-based and online gaming operations.
Where an operator’s internal dispute resolution procedures do not result in a satisfactory outcome, iGamingADR conducts an independent and compliance-focused review of the complaint. Assessments are carried out on an objective and evidence-based basis, with reference to the applicable Terms, policies, and regulatory framework, with the aim of supporting fair outcomes and facilitating the resolution of disputes at the operator level.
Contact
GamingADR
10 – 12 Victoria Street,
Douglas,
Isle of Man,
IM1 2LH
Email: [email protected]
Fees
No fees are charged to consumers. Licensed operators are charged on a case-by-case basis.
Languages
All complaints and ADR proceedings may be submitted by consumers in their native language. iGamingADR will facilitate translation and interpretation of all relevant submissions where required. Notwithstanding this, the formal administration and conduct of the proceedings shall be undertaken in English.
Sectors
iGamingADR specializes in providing Alternative Dispute Resolution (ADR) services in the iGaming sector.
Procedure
Players must first attempt to resolve any dispute directly with the Operator through its internal complaints process. If the matter remains unresolved to the Player’s satisfaction after thirty (30) days, or if no substantive response is received within that timeframe, the Player may escalate the complaint to iGamingADR, acting in its capacity as an independent Alternative Dispute Resolution (ADR) provider.
Upon receipt, iGamingADR will conduct an initial assessment to determine whether the complaint is eligible for consideration. Where a case falls outside the applicable acceptance criteria, iGamingADR will notify the Player in writing, providing clear reasons together with the relevant factual and legal basis for its decision.
Where a complaint is accepted, iGamingADR will proceed to a full review, obtaining and evaluating submissions and supporting evidence from both parties. A final determination will then be issued in accordance with the applicable Terms and governing law.
Outcome
Following a full and impartial review of the submissions from both parties, together with the applicable Terms and governing framework, iGamingADR will issue a final determination. Either party may, where permitted under the applicable rules, request an appeal of the decision in accordance with the prescribed conditions.
Grounds for Refusal
The ADR provider may refuse to deal with a dispute where:
The player has not attempted to resolve the matter directly with the operator
The dispute is frivolous or vexatious
The dispute is being or has previously been considered by another ADR provider or court
The complaint was not submitted within the specific time frame
CADRE B.V. is an independent dispute resolution provider specializing in online gaming disputes within the Anjouan jurisdiction.
Contact
CADRE B.V.
FULL LEGAL ADDRESS
City, State, Country
Email: [email protected]
Fees
No fees are charged to consumers. Licensed operators are charged on a case-by-case basis.
Languages
Complaints must be submitted in English.
Sectors
Remote (all sectors).
Procedure
The procedure can be conducted as a written procedure.
Outcome
The outcome is non-binding.
Grounds for Refusal
The ADR provider may refuse to deal with a dispute where:
- The player has not attempted to resolve the matter directly with the operator
- The dispute is frivolous or vexatious
- The dispute is being or has previously been considered by another ADR provider or court
- The complaint was not submitted within 12 months of the operator notifying the player it could not resolve the matter
Important
Players must first attempt to resolve any dispute directly with the licensed operator before escalating to an ADR provider. ADR providers will not consider complaints where the operator’s internal complaints process has not been followed.