France's gaming mediator has reported a substantial 20% increase in dispute cases during 2025, handling 1856 requests compared to the previous year. The surge highlights growing friction between players and operators, particularly in the sports betting sector which dominated mediation requests.
Jérôme Gallot, appointed as games mediator on 2 December 2024, oversees dispute resolution between players and operators licensed by the ANJ (Autorité Nationale des Jeux) or holding exclusive rights such as Française des jeux and PMU. The mediation service aims to facilitate amicable settlements without requiring legal proceedings.
Sports Betting Drives Dispute Volume
Sports betting operators bore the brunt of player complaints, representing 91.5% of receivable mediation requests. These disputes primarily centred on account management issues including blocking, closures, and withdrawal difficulties, alongside disputes over bet results and cancellations.
The mediation process requires players to first submit written complaints directly to operators, allowing 20 days for response before mediation can be sought. Of the total requests received, 843 were declared inadmissible, with 90% of these rejections stemming from players' failure to follow the preliminary complaint procedure.
1,856
Total dispute requests in 2025
20%
Increase from previous year
91.5%
Sports betting share of disputes
843
Cases declared inadmissible
90%
Rejections due to procedural failures
Processing Efficiency Improves Despite Challenges
The mediator successfully processed 1007 cases with an average handling time of 30 days – significantly below the 90-day maximum stipulated by consumer protection regulations. However, the report highlights concerning delays from certain operators that extended resolution timeframes unnecessarily.
A notable improvement emerged in acceptance rates for mediator proposals, jumping from 46% in 2024 to 64% in 2025 – an 18 percentage point increase. This enhanced cooperation suggests greater confidence in the mediation process among both players and operators.
Important
The mediation process remains voluntary for both parties, with either side free to withdraw at any point. Mediator recommendations carry no binding force, though acceptance rates have significantly improved.
| Metric | 2024 | 2025 | Change |
|---|---|---|---|
| Total Cases | 1,547 | 1,856 | +20% |
| Cases Processed | ~840 | 1,007 | +19.9% |
| Acceptance Rate | 46% | 64% | +18pp |
| Average Processing | ~35 days | 30 days | -5 days |
Mediation Timeline Requirements
Under French consumer protection law, mediators must complete cases within 90 days maximum. The ANJ mediation service operates well below this threshold, but operators must respond to initial player complaints within 20 calendar days before mediation becomes available.
Winamax Withdrawal Pattern Raises Concerns
Winamax generated particular concern by withdrawing from 126 mediation cases – more than doubling withdrawals and representing over one-third of cases involving the operator. The mediator expressed disappointment with this pattern, noting it undermines mediation effectiveness and frustrates players who question the system's utility when operators refuse participation.
The withdrawal trend highlights a fundamental challenge: mediation requires bilateral engagement to function effectively. When operators disengage, the mediator cannot progress cases regardless of merit.
Warning
When operators withdraw from mediation cases, players lose access to free dispute resolution and may face costly legal proceedings. The 126 Winamax withdrawals represent approximately €15,000-25,000 in potential legal costs that affected players might need to bear if pursuing their cases through courts.
Four Key Recommendations for 2025
The mediator issued targeted recommendations addressing emerging industry challenges:
Excessive Gaming Vigilance
While few cases directly involved excessive gaming prevention, those that arose typically concerned players believing operators failed to implement adequate protection measures. Conversely, some players disputed restrictions imposed after operators detected problematic gambling behaviour.
The mediator urged operators to maintain vigilance and proactively contact players showing concerning patterns, while advising players to regularly assess their gambling habits and utilise available protection tools including self-exclusion and voluntary prohibition lists.
Welcome Offer Transparency
Generic promotional communications often mislead players about welcome offer eligibility, particularly first-bet refund promotions. These offers typically restrict eligibility to once per person, device, or payment method – excluding players with previous accounts or shared payment details.
The mediator recommended operators implement pop-up warnings about offer conditions and proactively notify ineligible players before bet placement. Players were advised to verify eligibility before depositing or wagering.
Promotional Eligibility Check
Before claiming any welcome bonus, players should contact customer support to verify eligibility. Operators maintain databases tracking previous accounts by name, address, payment method, and device fingerprinting. Using shared payment cards or WiFi networks can trigger automatic bonus exclusions.
Fraud Detection Enhancement
Fraud-related cases have increased substantially due to both rising player misconduct and improved operator detection capabilities. Common fraud patterns include circumventing protection measures, promotional abuse, multiple account creation, and organised fraud networks.
The mediator called for continued operator vigilance in fraud detection while warning players that fraudulent activity would result in forfeited deposits and frozen balances rather than benefits.
Live Betting Result Verification
In-play betting occasionally involves erroneous or outdated information displayed on operator platforms, leading to disputes when players base wagers on incorrect data. While operators typically provide such information for indicative purposes only, discrepancies can generate legitimate grievances.
The mediator encouraged operators to ensure maximum information reliability while advising players to verify live event results through official organiser websites before placing bets.
Enhanced Sector Oversight
The mediation service covers all operators licensed by the ANJ alongside exclusive rights holders, providing comprehensive dispute resolution across France's regulated gaming market. The voluntary nature of mediation preserves parties' rights to pursue legal action while offering a faster, cost-effective alternative.
The dramatic improvement in mediation acceptance rates from 46% to 64% signals growing industry maturity, but operator withdrawal patterns threaten to undermine player confidence in alternative dispute resolution.
Regulatory Implications for European Markets
France's mediation data offers valuable insights into broader European gaming dispute patterns. The 20% increase in cases suggests either growing player awareness of dispute mechanisms or deteriorating operator-player relationships – potentially both factors simultaneously.
The sports betting sector's dominance reflects the market's rapid expansion and complexity, particularly around in-play wagering and promotional practices. Other European regulators mayy observe similar patterns as their markets mature and players become more sophisticated in pursuing dispute resolution. Winamax's withdrawal pattern could prompt regulatory intervention if the trend continues, as effective mediation requires genuine operator participation. The significant improvement in acceptance rates demonstrates that when parties engage constructively, mediation delivers tangible outcomes for industry stakeholders.
According to ANJ.
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