Impartial, transparent and fair handling of every comment, complaint and appeal. We welcome your feedback and respond to every concern with equity, within clear timelines. Share your thoughts, raise a complaint or submit an appeal with confidence.
Gaming Associates is committed to providing impartial and transparent assessment and certification services to every client. We welcome and encourage comments and feedback from concerned parties on the performance of applicants and certification bodies, as it helps us improve our services. We address every inquiry, including suggestions, complaints, appeals and misuse of accreditation status or scheme owner logos, fairly and in a timely manner.
Complaints
Expressions of grievance or dissatisfaction with a certification, service or performance of Gaming Associates or staff that require a response is managed as a complaint.
Upon receipt of a complaint, Gaming Associates acknowledges the complaint within 5 days of receipt, and immediately initiates an internal complaint management process to investigate, analyse and assess the complaint.
All complaints responses are made by the Management Representative within 30 days of receipt of the complaint. Complaints about compliance or certification decisions are handled as appeals, while all other issues involving complaints are handled as business disputes.
Appeals
An appeal is a request for Gaming Associates to reconsider a certification decision, the customer can contest the findings by making an appeal in writing, addressed to the Management Representative.
All appeals will be dealt and upon receipt of a complaint, acknowledgement will be provided within 5 days of receipt. Immediately an internal review of the facts related to the appeal will be conducted, following a thorough assessment of the appeal and related facts, Senior Management will make a determination of compliance or conformity within the submission and respond within 30 days of receipt. The Appeals Committee ensures independence and impartiality of the appeal process.
Feedback
We welcome your feedback on our performance as a certification body and in relation to your certification assessment and/or surveillance.
The information is assessed and utilised as part of our continuous improvement process.
Misuse of Marks & Logos
Gaming Associates shall not refuse use of the mark and logo to any entity except in cases where there is a failure to meet any of the requirements or their use undermines the reputation and value of the mark and logo.
Incorrect references to the certification scheme, or misleading use of licenses, certificates, marks, or any other mechanism for indicating a product is certified, found in documentation or other publicity, is dealt with by suitable action.
Such actions are addressed and can include:
Corrective actions
Withdrawal of certificate
Publication of the transgression
Legal action, if necessary
Application for Appeals & Complaints
Please use the Contact Us form to lodge a complaint or appeal a decision by the certification body. All complaint or appeals must be in writing and directed to the Certification Manager.
Frequently Asked Questions
What is game certification, and why is it required?
Game certification is a formal evaluation of casino games, such as online slots, table games, crash games, and live dealer titles, conducted by an accredited independent testing laboratory like Gaming Associates. It confirms that a game’s Random Number Generator, mathematical model, paytable logic, and interface comply with a jurisdiction’s regulatory standards. Regulators across most iGaming jurisdictions require this certification before a game can be deployed live to players.
What core elements are tested during a game certification audit?
When an accredited testing laboratory – Gaming Associates certifies a game, the audit typically covers RNG and statistical randomness, Return to Player verification, functional and rule integrity, and is connection and state recovery, confirming the game behaves and pays out exactly as declared.
We Encourage Comments & Feedback
It is imperative to Gaming Associates that impartial and transparent assessment and certification services are provided to each client.
We highly appreciate and encourage comments and feedback from concerned parties on the performance of applicants and certification bodies in order to improve services. We vow to address all inquires including suggestions, complaints, appeals and misuse of accreditation status or scheme owner logos with equity, in an appropriate and timely manner.
Complaints
Expressions of grievance or dissatisfaction with a certification, service or performance of Gaming Associates or staff that require a response is managed as a complaint.
Upon receipt of a complaint, Gaming associates acknowledges the complaint within 5 days of receipt, and immediately initiates an internal complaint management process to investigate, analyse and assess the complaint.Â
All complaints responses are made by the Compliance Manager within 30 days of receipt of the complaint. Complaints about compliance or certification decisions are handled as appeals, while all other issues involving complaints are handled as business disputes.
Appeals
An appeal is a request for Gaming Associates to reconsider a certification decision, the customer can contest the findings by making an appeal in writing , address to the Compliance Manager.Â
All appeals will be dealt as complaint and upon receipt of a complaint, acknowledgement will be provided within 5 days of receipt. Immediately an internal review if the facts related to the appeal will be conducted, following a thorough assessment of the appeal and related facts, Senior Management will make a determination of compliance or conformity within the submission and respond within 30 days of receipt. The Appeals Committee ensures independence and impartiality of the appeal process.
Feedback
We welcome your feedback on our performance as a certification body and in relation to your certification assessment and/or surveillance.
The information is assessed and utilised as part of our continuous improvement process.
Misuse of Marks & Logos
Gaming Assocaites shall not refuse use of the mark and logo to any entity except in cases where there is a failure to meet any of the requirements or their use undermines the reputation and value of the mark and logo.
Incorrect references to the certification scheme, or misleading use of licenses, certificates, marks, or any other mechanism for indicating a product is certified, found in documentation or other publicity, is dealt with by suitable action. Such actions are addressed and can include corrective actions, withdrawal of certificate, publication of the transgression and, if necessary, legal action.
Application for Appeals & Complaints
Please use the Contact Us form to lodge a complaint or appeal a decision by the certification body. All complaint or appeals must be in writing and directed to the Certification Manager.
You may also send your complaint and appeal in writing at info@gamingassociates.org
