Complaints Procedure

Part one: complaints about this site

If something here is inaccurate, misleading or unfair, email [email protected] with the page URL, what is wrong and, where you have it, the source that contradicts us.

• Acknowledged within two working days.
• Investigated and answered within ten working days.
• Verified errors corrected immediately, with the review date on the page updated.

If our answer does not satisfy you, reply and ask for escalation. A second person reviews it and responds within a further ten working days. Where a complaint concerns gambling advertising standards, you may also go directly to the Advertising Standards Authority.

Part two: disputes with a casino

We cannot resolve these. We hold no account with any operator, have no access to their systems and no authority over their decisions. What we can do is set out the route that works, in the order that works.

Step 1 — The operator's own complaints process

Every UKGC licensee must have one, must publish it, and must tell you how long it takes. Use it first. Escalating before this step is complete will simply send you back here.

Put it in writing, and include:

• Your account username or registered email.
• Dates, times and amounts.
• Exactly what happened and what outcome you want.
• Screenshots of balances, transaction history and any relevant chat transcripts.

Keep every reply. A written trail is what makes the next step work. Operators must give a final response within eight weeks.

Step 2 — Alternative Dispute Resolution

If you have a final response you disagree with, or eight weeks have passed without one, you can take the dispute to the operator's ADR provider. Every UKGC licensee must be signed up to one approved by the Gambling Commission, and the service is free to you.

The provider's name is in the operator's terms, usually in the complaints section. Common approved providers include IBAS and eCOGRA. ADR reviews the evidence from both sides and issues a decision; most cases conclude within a few weeks.

Step 3 — The Gambling Commission

The Commission does not arbitrate individual disputes and cannot recover money for you. It does regulate licensees, and it acts on patterns. Report an operator to the Commission where you believe it has breached its licence conditions — misleading terms, failure to protect a vulnerable customer, withheld withdrawals without lawful basis. Your report contributes to the evidence base even though it will not resolve your individual case.

Step 4 — Financial routes

If a payment was taken without authorisation, contact your bank about a chargeback promptly — time limits apply and vary by scheme. Where the complaint concerns the payment provider rather than the casino, the Financial Ombudsman Service may be able to help.

Common disputes and where they usually land

• Withdrawal held for verification. Normally lawful and normally resolved by supplying the documents. It becomes a complaint when the operator keeps asking for new documents without explanation.
• Bonus winnings voided. Usually a maximum-bet rule breached during wagering. Check the terms you accepted. If the rule was not clearly disclosed, that is a genuine complaint.
• Account closed with a balance held. Ask for the specific licence condition or term relied on. Operators must explain, and a refusal to do so is itself worth reporting.
• A game result you dispute. Outcomes are generated and logged server-side by the operator and audited by a testing house. Ask for the transaction log for the round; it will show what was staked and returned.

Before you start

Screenshot everything now, not later. Balances, the game round, the chat transcript, the terms page as it read on the day. Operators update terms, and a dated screenshot of the version you accepted is frequently the difference between winning a dispute and losing one.