Why Trust CasinoReviews With Your Complaint?
Our dispute team has resolved thousands of gambling complaints from players worldwide, holds qualifications with the Chartered Institute of Arbitrators (CIArb) and has over ten years’ experience in dispute resolution for the online gambling industry. The CasinoReviews complaints service is authorised by the Malta Consumer Affairs Council (CAC) to act as an Alternative Dispute Resolution (ADR) service for the Malta Gaming Authority (MGA) license. This means that we can offer legally binding rulings on player complaints against over 200 MGA licensed gambling operators. To maintain transparency, we also publish annual reports on the complaints that we have managed over the previous year.
RETURNED TO PLAYERS
Need Help Submitting Your Gambling Complaint?
If you need detailed instructions how to file a complaint against a casino or betting site, please read our comprehensive guide. It contains everything you need to know about submitting a betting or online casino complaint, including a step-by-step walkthrough and an overview of our guidelines.
Understanding the Complaints Process
Submitting a gambling complaint should be clear and simple, every step of the way. To get started, simply read the best practices listed below and proceed to submit your complaint against an online casino or betting site.
Phase 1: Submission & Processing
Once you’ve submitted a complaint, your issue will be reviewed by our Dispute Resolution Official (DRO). Please note it may take up to one week (5-7 working days) for our team to process your complaint and send an initial response. The initial response may contain one of the following: a request for more information; feedback about the legitimacy of your claim; a notification that we intend to contact the operator on your behalf.
Phase 2: Investigation & Updates
The investigation begins when you receive news that your complaint is valid and our team has all the information they need to get started. All communication about your case will remain private for the duration of the investigation. During this time, the only persons who can access your complaint details are you and your assigned DRO. We will notify you about progress and the final outcome via email. However, to ensure you don’t miss important updates, we recommend that you regularly check your CasinoReviews account, as well as your email’s spam and junk folders.
Phase 3: Resolution & Publication
Once all parties have submitted all the information and evidence our team requires, a final ruling will be provided detailing our ruling and the grounds upon which it is based. Your case will only be published on site once we issue a final ruling. CasinoReviews values your privacy, so rest assured that we always redact any personal information from the published complaint.
Before Submitting a Gambling Complaint
Prior to submitting a complaint against an online casino or other gambling site, we strongly advise you to take the steps listed below. Failure to adhere to these guidelines may result in your claim being delayed or declined.
Step 1: Check the Operator's Complaints Policy
Step 2: Follow Our Guidelines
When submitting a complaint to CasinoReviews, we strongly recommend that you follow these guidelines closely. Knowing the guidelines surrounding bookmaker and online casino complaints will empower you to: (i) have a smooth experience throughout the complaints process and (ii) avoid processing delays caused by lack of information.
Step 3: Consider Submitting a Complaint
If, after exhausting your options, you feel that CasinoReviews should intervene, it’s time to consider submitting a complaint against the online casino/betting site in question. You can do this through the official registration and complaints portal on this site. Registration is easy and only takes a couple of minutes. As a registered user, you can submit complaints and follow case updates directly on the website or via your email. Please note that we only accept complaints via post or email in cases where the user is not able to use our onsite complaint system.
Ready to Submit Your Complaint?
Submitting a complaint to CasinoReviews takes just a few minutes. Simply fill out the registration and complaints form and hit submit. You’ll hear back from our team in 5-7 working days. Tap on the button below to get started.
Frequently Asked Questions
All dispute management services have to bring in revenue to pay for their operation (staffing, web development etc). CasinoReviews has opted to use an advertising based model to fund our complaints service. This means that we advertise various gambling operators, and the revenue that we make advertising casinos ensures that we can manage complaints without charging either party!
There are a number of advantages to using this commercial model, as opposed to charging the operator to cover the costs of the service. We feel that this commercial model is robust in its impartiality, but we have also put in place clearly defined policies to ensure that our service remains free of bias. You can find our Conflicts of Interest and Principles of Good Governance published on our site to ensure that you can feel confident at all times that your complaint will be managed fairly and impartially.
All players registered with any online gambling site (casinos, sportsbooks, bingo, poker, lottery, sweepstakes and esports) can submit a complaint to CasinoReviews, as long as there are grounds upon which the complaint can be investigated. If you wish to submit a complaint, you may do so via the official online complaints portal on this site.
The complaints arm of CasinoReviews is a resolution service designed to settle disputes between players and online gambling operators (casinos, sportsbooks, bingo, poker, lottery, sweepstakes and esports). If you are experiencing unfair treatment at any online gambling site, we’re here to help. Simply follow the instructions on this page to submit a complaint.
Use of our complaint service is 100% free of charge to complainants (and operators).
Before submitting a complaint to CasinoReviews, you must have exhausted your options. Primarily, you must have already attempted to resolve your dispute via the operator’s customer support team. If, after giving the operator a reasonable amount of time to respond and resolve the issue, you still feel that you have been treated unfairly, it’s time to submit a complaint and ask for our intervention.
The easiest way to submit a complaint to CasinoReviews is to follow the instructions on this page. The instructions will direct you to our online registration and complaints portal. As a registered user, you can submit complaints and follow your case updates directly on site.
Please note that complaints have to go through the online portal on this page. We only accept complaints via post or email where the user is not able to use our onsite complaint system. Submission through post or email will result in significant delays beyond those that will occur via our standard management process. If you are not able to use our onsite complaint system, you can send a request for technical support to [email protected]
We will accept complaints against any online gambling operator that are of a transactional nature.
CasinoReviews reserves the right to decline complaints under the following circumstances:
Where the complaint is not of a transactional nature (e.g.: losses based on an operator not holding a valid licence);
Where the complaint is a claim for compensation;
Where the complaint is frivolous or vexatious;
Where the complaint has already been considered by another ADR service or a court;
Where the contested funds are less than €10;
Where you are contesting that payments made to an operator were taken without your permission. These rightly have to be managed by your payment provider and the relevant legal authority in your jurisdiction;
Where the contested issue occurred more than 18 months ago. We may consider taking on cases older than this, but where we do this is at the discretion of our DRO;
Where dealing with the complaint would impact the effectiveness of the operation of our complaints resolution service;
Where the complaint was submitted via email or post without our prior approval.