How to file a complaint against a regulated casino
1. Why you need the right complaint procedure
Even in licensed and regulated online casinos, controversial situations may arise: delayed payments, account blocking, cancellation of winnings, errors in bonus conditions. To achieve a fair solution, it is important to act according to a clear scheme, using the provided channels of appeal.
2. Step 1 - Contact Casino Support
Goal: to resolve the issue directly, bypassing lengthy procedures with regulators.
How to act:
3. Step 2 - Formal complaint via form on site
Most regulated casinos have a "Complaints" or "Dispute Resolution" section.
It is necessary to fill out the form, indicating:
4. Step 3 - Contacting the Licensing Authority
Depending on casino license:
5. Step 4 - Independent Arbitration (ADR)
It is used if the regulator requires consideration through an independent organization.
Examples: eCOGRA, IBAS, Pogg.
ADR solutions are often mandatory for a licensed operator.
6. Step 5 - Additional Measures
Payment complaint - a request to the bank or payment system to return the transaction (chargeback).
Appeal to consumer protection - in the relevant state or country of registration of the casino.
7. Recommendations for Successful Complaint
Save all evidence (correspondence, screenshots, checks).
Clearly formulate the requirements: return of the deposit, payment of winnings, unlocking the account.
Keep track of deadlines - many regulators only accept complaints for 90 days after the incident.
Check that the casino is indeed regulated and indicate its license number.
8. Result
The process of filing a complaint against a regulated casino includes contacting support, filling out an official form on the site, sending the complaint to the regulator and, if necessary, to independent arbitration. Adherence to this sequence increases the chances of a quick and fair resolution of the dispute.
Even in licensed and regulated online casinos, controversial situations may arise: delayed payments, account blocking, cancellation of winnings, errors in bonus conditions. To achieve a fair solution, it is important to act according to a clear scheme, using the provided channels of appeal.
2. Step 1 - Contact Casino Support
Goal: to resolve the issue directly, bypassing lengthy procedures with regulators.
How to act:
- 1. Contact via live chat, e-mail or phone.
- 2. Describe the problem as specifically as possible.
- 3. Attach screenshots, transaction IDs, correspondence.
- 4. Request a written response.
3. Step 2 - Formal complaint via form on site
Most regulated casinos have a "Complaints" or "Dispute Resolution" section.
It is necessary to fill out the form, indicating:
- Account information.
- The essence of the problem.
- Evidence (files, screenshots).
- The casino is obliged to consider the complaint within the prescribed time frame (usually 7-14 days).
4. Step 3 - Contacting the Licensing Authority
Depending on casino license:
- ACMA (Australian Communications and Media Authority) - if the operator operates under Australian regulation.
- NTRC (Northern Territory Racing Commission) - for operators licensed in the Northern Territory.
- MGA (Malta Gaming Authority) - foreign casinos with a Maltese license.
- UKGC (UK Gambling Commission) - British license, mandatory referral to ADR.
- Curacao eGaming - for casinos licensed by Curacao.
5. Step 4 - Independent Arbitration (ADR)
It is used if the regulator requires consideration through an independent organization.
Examples: eCOGRA, IBAS, Pogg.
ADR solutions are often mandatory for a licensed operator.
6. Step 5 - Additional Measures
Payment complaint - a request to the bank or payment system to return the transaction (chargeback).
Appeal to consumer protection - in the relevant state or country of registration of the casino.
7. Recommendations for Successful Complaint
Save all evidence (correspondence, screenshots, checks).
Clearly formulate the requirements: return of the deposit, payment of winnings, unlocking the account.
Keep track of deadlines - many regulators only accept complaints for 90 days after the incident.
Check that the casino is indeed regulated and indicate its license number.
8. Result
The process of filing a complaint against a regulated casino includes contacting support, filling out an official form on the site, sending the complaint to the regulator and, if necessary, to independent arbitration. Adherence to this sequence increases the chances of a quick and fair resolution of the dispute.
