Arbitration and filing a complaint: where to write and what to apply
A properly filed complaint against an online casino significantly increases the chances of its satisfaction. Licensed operators have clear arbitration and dispute resolution procedures, and it is important for players to know where and in what order to apply so that the process is as efficient as possible.
1. Complaint Workflow
1. Trying to resolve a dispute with a casino directly
Write to the support service via chat, e-mail or ticket system.
Clearly describe the problem, indicate the date, time, amount and attach evidence.
2. Contacting an accredited ADR (Alternative Dispute Resolution)
ADR acts as an independent intermediary between the player and the casino.
The procedure is free, the decision is made on the basis of the materials provided.
3. Complaint to the state licensing authority
If ADR did not help or the operator refuses to comply with the recommendations, an official complaint is filed with the regulator (MGA, UKGC, Curacao eGaming, GRA, etc.).
The regulator has the right to impose sanctions and oblige to pay funds.
2. Where you can file a complaint depending on your license
UK Gambling Commission (UKGC) - accepts complaints only after ADR, requires formalized appeal.
Malta Gaming Authority (MGA) - online form on the site, you can contact directly.
Curacao eGaming/Antillephone N.V. is a form of complaint on the licensing authority's website.
Gibraltar Regulatory Authority (GRA) - a written appeal with a full package of documents.
ACMA (Australia) - Protects players only within regulated Australian operators.
3. What to attach to the complaint
1. Player Identification
Casino login, e-mail, linked phone number.
2. Detailed problem description
Date and time of the event.
The amount of the deposit, win, or transaction for which the dispute occurred.
Casino activities that you consider a violation.
3. Proofs
Screenshots of correspondence with support.
Statements from the payment system.
Screenshots of gameplay, betting history or transactions.
A copy of the Terms & Conditions at the time of registration or play.
4. Timeline of events
A consistent statement of steps: from the moment the problem arises to the filing of a complaint.
4. Recommendations for successful arbitration
Write briefly, but as clearly as possible on the facts.
Specify only confirmed information.
Keep the originals of all correspondence and receipts.
Avoid emotional expressions - regulators only consider facts.
Check that all attached files are readable.
5. Result
Arbitration and filing a complaint in a licensed casino is a formalized process in which evidence and the correct sequence of actions are important. First you need to try to resolve the issue directly, then contact the ADR, and only after that - the regulator. The more complete and structured the package of documents, the higher the probability that the dispute will be decided in favor of the player.
1. Complaint Workflow
1. Trying to resolve a dispute with a casino directly
Write to the support service via chat, e-mail or ticket system.
Clearly describe the problem, indicate the date, time, amount and attach evidence.
2. Contacting an accredited ADR (Alternative Dispute Resolution)
ADR acts as an independent intermediary between the player and the casino.
The procedure is free, the decision is made on the basis of the materials provided.
3. Complaint to the state licensing authority
If ADR did not help or the operator refuses to comply with the recommendations, an official complaint is filed with the regulator (MGA, UKGC, Curacao eGaming, GRA, etc.).
The regulator has the right to impose sanctions and oblige to pay funds.
2. Where you can file a complaint depending on your license
UK Gambling Commission (UKGC) - accepts complaints only after ADR, requires formalized appeal.
Malta Gaming Authority (MGA) - online form on the site, you can contact directly.
Curacao eGaming/Antillephone N.V. is a form of complaint on the licensing authority's website.
Gibraltar Regulatory Authority (GRA) - a written appeal with a full package of documents.
ACMA (Australia) - Protects players only within regulated Australian operators.
3. What to attach to the complaint
1. Player Identification
Casino login, e-mail, linked phone number.
2. Detailed problem description
Date and time of the event.
The amount of the deposit, win, or transaction for which the dispute occurred.
Casino activities that you consider a violation.
3. Proofs
Screenshots of correspondence with support.
Statements from the payment system.
Screenshots of gameplay, betting history or transactions.
A copy of the Terms & Conditions at the time of registration or play.
4. Timeline of events
A consistent statement of steps: from the moment the problem arises to the filing of a complaint.
4. Recommendations for successful arbitration
Write briefly, but as clearly as possible on the facts.
Specify only confirmed information.
Keep the originals of all correspondence and receipts.
Avoid emotional expressions - regulators only consider facts.
Check that all attached files are readable.
5. Result
Arbitration and filing a complaint in a licensed casino is a formalized process in which evidence and the correct sequence of actions are important. First you need to try to resolve the issue directly, then contact the ADR, and only after that - the regulator. The more complete and structured the package of documents, the higher the probability that the dispute will be decided in favor of the player.
