This year, he issued recommendations to players and operators regarding welcome offer conditions, the increase in suspected fraud cases, and the management of live betting.

Gaming Mediation

Gaming mediation aims to promote the amicable resolution of disputes that may arise between players and operators of games or bets licensed by the ANJ or holders of exclusive rights (Française des Jeux and PMU).

Jérôme Gallot was appointed Gaming Mediator on December 2, 2024. His role is to bring viewpoints closer together to pave the way for an amicable solution.

Before contacting the Mediator via the mediateurdesjeux website, individuals must first submit a written complaint to the operator. Depending on the operator’s response—or in the absence of one within 20 days—players may then refer the matter to the Mediator. At any time, either party may withdraw from the mediation process. The Mediator’s proposal is not binding, and each party is free to accept or reject the suggested solution. Participation in mediation does not exclude the possibility of legal action.

Key Figures and Findings

1,856 requests received in 2025, a 20% increase compared to 2024.

Sports betting accounted for 91.5% of admissible mediation requests.

Disputes mainly concerned account management (blocking, closure, withdrawal difficulties) and bet results or cancellations.

843 requests declared inadmissible, mostly due to the absence of a prior written complaint to the operator (90%).

1,007 cases processed. The Mediator criticized the doubling of withdrawals by Winamax, which pulled out of 126 cases—over one-third of its files—undermining the effectiveness of mediation.

Average processing time: 30 days, well below the 90-day maximum set by consumer law, though some operators had excessively long delays.

Acceptance rate of proposals: rose from 46% in 2024 to 64% in 2025 (+18 points), a strong indicator of improved effectiveness and balance in solutions, leading to faster, amicable dispute resolution.

Mediator’s Recommendations (2025)

1. Maintain vigilance on excessive gambling Operators should remain alert and contact players if problematic behavior is suspected. Players are advised to regularly assess their gambling habits and use protective measures such as self-exclusion or voluntary ban lists.

2. Clarify eligibility conditions for welcome offers Operators should provide clearer communication—such as pop-ups or direct messages—reminding players of eligibility rules. Players must verify their eligibility before depositing or betting.

3. Stay vigilant against fraud Operators must continue to detect fraud quickly, while players are urged to avoid fraudulent practices, which can result in withheld balances and unreimbursed deposits.

4. Verify live results directly with event organizers Operators’ live updates are indicative only and may occasionally be inaccurate. Players should cross-check results on official event sites to avoid errors when placing bets.