Chargeback is a dispute raised by the payment instrument holder with the issuer. When upheld, the amount is returned to the holder and the operator absorbs the sum, the fees and the impact on its dispute ratio with the acquirer.
In iGaming the reasons concentrate in three groups: third-party fraud (unauthorised card use), friendly fraud (the holder disputes a transaction they recognise) and service-not-rendered disputes, typically tied to a denied withdrawal or a closed account.
What sustainably reduces the ratio is not disputing better but preventing earlier: ownership verification at signup, limits consistent with the profile, a recognisable billing descriptor, clear communication of bonus and withdrawal rules, and fast support response when a player complains, much friendly fraud starts as an unanswered ticket.
A dispute ratio above the acquirer threshold brings serious operational consequences, including higher reserves and risk of termination.