How support hotlines work with licensing authorities
Support hotlines at online casino licensing authorities are a direct communication channel between players and the regulator, which allows you to quickly get advice or file a complaint against the operator. Their work is regulated by internal protocols of regulators and international standards for the protection of consumer rights in the field of gambling.
1. Hotline Goals and Objectives
Receiving complaints and appeals from players regarding the work of licensed operators.
Consulting on verification procedures, withdrawal of funds, bonus conditions.
Clarification of license rules and player rights in a particular jurisdiction.
Assistance in filing a complaint in accordance with the requirements of the ADR and the regulator.
Sending a request to the appropriate department of the regulator or related department.
2. Communication channels
Phone - most often available during working hours according to the local time of the regulator.
Support e-mail - used for detailed requests with the application of files.
An online form on the site is a structured way to submit a request with a choice of problem category.
Chat on the official portal - sometimes available for quick consultations.
3. Examples of regulator hotlines
1. UK Gambling Commission (UKGC)
Telephone and online form.
Provides basic advice, accepts complaints through ADR.
2. Malta Gaming Authority (MGA)
Electronic form and email.
The ability to ask a question or file a complaint directly.
3. Curacao eGaming
Contact via email and form on the website.
Usually responds within 2-5 business days.
4. Gibraltar Regulatory Authority (GRA)
Support via email and phone.
Additional contact for emergency technical failures.
5. ACMA (Australia)
Phone, email and online form.
A separate line for complaints about foreign illegal sites.
4. How is the work with the appeal going?
1. Request registration - the date and time of receipt is recorded.
2. Initial check - the line operator clarifies the details, checks if the casino has a license.
3. Transfer to the relevant department - financial, technical or legal specialists.
4. The answer to the applicant is to provide instructions, the status of the complaint or the final decision.
5. What is important for the player when calling or writing
Specify the full name of the casino and its domain.
Report license number (if known).
Briefly and clearly describe the problem by attaching supporting materials.
Provide your contact information and time zone for feedback.
6. Hot line restrictions
Do not always resolve the dispute directly - often redirected to ADR.
Can only work in English or the language of the jurisdiction.
Do not process anonymous requests.
7. Result
Hotlines with licensing authorities are the first quick tool for obtaining advice and assistance in controversial situations. They help players understand what actions to take, what documents to collect and where to send a full complaint, providing transparency and support within the regulated gambling market.
1. Hotline Goals and Objectives
Receiving complaints and appeals from players regarding the work of licensed operators.
Consulting on verification procedures, withdrawal of funds, bonus conditions.
Clarification of license rules and player rights in a particular jurisdiction.
Assistance in filing a complaint in accordance with the requirements of the ADR and the regulator.
Sending a request to the appropriate department of the regulator or related department.
2. Communication channels
Phone - most often available during working hours according to the local time of the regulator.
Support e-mail - used for detailed requests with the application of files.
An online form on the site is a structured way to submit a request with a choice of problem category.
Chat on the official portal - sometimes available for quick consultations.
3. Examples of regulator hotlines
1. UK Gambling Commission (UKGC)
Telephone and online form.
Provides basic advice, accepts complaints through ADR.
2. Malta Gaming Authority (MGA)
Electronic form and email.
The ability to ask a question or file a complaint directly.
3. Curacao eGaming
Contact via email and form on the website.
Usually responds within 2-5 business days.
4. Gibraltar Regulatory Authority (GRA)
Support via email and phone.
Additional contact for emergency technical failures.
5. ACMA (Australia)
Phone, email and online form.
A separate line for complaints about foreign illegal sites.
4. How is the work with the appeal going?
1. Request registration - the date and time of receipt is recorded.
2. Initial check - the line operator clarifies the details, checks if the casino has a license.
3. Transfer to the relevant department - financial, technical or legal specialists.
4. The answer to the applicant is to provide instructions, the status of the complaint or the final decision.
5. What is important for the player when calling or writing
Specify the full name of the casino and its domain.
Report license number (if known).
Briefly and clearly describe the problem by attaching supporting materials.
Provide your contact information and time zone for feedback.
6. Hot line restrictions
Do not always resolve the dispute directly - often redirected to ADR.
Can only work in English or the language of the jurisdiction.
Do not process anonymous requests.
7. Result
Hotlines with licensing authorities are the first quick tool for obtaining advice and assistance in controversial situations. They help players understand what actions to take, what documents to collect and where to send a full complaint, providing transparency and support within the regulated gambling market.
