Got a Question about Complaints?
Our experts answer all the most common questions related to online gambling complaints.
Browse Complaints FAQ
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 go to our online casino complaint submission form and follow the instructions on the 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.
If you need help submitting your complaint, please visit our guide to casino complaints for step-by-step instructions on the process.
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]
Different aspects of our service are overseen by both the Malta Competition and Consumer Affairs Authority and the Malta Gaming Authority to ensure that our service maintains the standards expected by the regulators. As a service that is approved to act as an Alternative Dispute Resolution (ADR) service for the MGA licensing system, we want to ensure that players have full confidence in the independence and impartiality of the service we offer. To that end, we have taken steps to ensure that CasinoReviews meets every aspect of our Principals of Good Governance while also keeping in line with our Conflicts of Interest Policy to steer clear of bias.
Alongside this, we publish annual reports on the complaints that we have managed over the previous year. You can see our ADR report for Oct 2019-Sep 2020 here. Over 2019-2020 over half of all complaints that were managed under our ADR remit were ultimately resolved, meaning that the player was paid.
It does not cost anything. Our service is free to use.
There is no requirement to obtain 3rd party or legal advice to use this service. However you are free to do so and we can engage with a 3rd party representative if we receive permission from the relevant party to do so.
Yes. However this will result in some additional requirements before we can discuss the complaint with anyone other than the account holder.
If you are looking for someone other than yourself to be able to manage your complaint we will require the following:
– A written and signed document stating that you provide your consent for your representative to act on your behalf in all matters relating to your complaint.
– A copy of a government issued photo ID for both yourself and the representative.
– A bank statement or utility bill not older than 3 months for both yourself and the representative.
This list is not exhaustive and we may require further proof of identity for all parties involved.
Much simpler is if you manage your interactions with this service yourself and simply take any advice or guidance from any 3rd party you are looking to involve. There’s nothing to stop you sharing anything you receive from us with any 3rd party you feel can provide you with appropriate advice.
This is an English language service and you need to use English when submitting your complaint.
We are always keen to help every player, regardless of the country they come from, so if you do not speak English we would recommend that you use freely available translation services like Google Translate to prepare your complaint.
At the complaint submission form, select ‘Other’ from the list. This option should be right at the top.If you can’t find ‘Other’, select any operator and simply state at the top of the description of your complaint who you are actually complaining about.
All other complaints are managed informally, meaning that while we are happy to try to assist you we have no legal authority to enforce any ruling we make.
ADRs can give legally enforceable rulings within specific boundaries, meaning that where an operator refused to comply with a ruling this carries potential regulatory sanction and the player could then engage legal action in the knowledge that the trader has refused to comply with the ruling of an independent ADR. This would likely provide significant additional weight to any legal claim brought. Informal complaint management services simply do not have this type of authority. They rely solely on the goodwill of the operator to get players paid. No ruling from an informal service is likely to be given any credence in a legal setting.At the present time, where we act officially as an ADR, we can always offer legally binding rulings on issues up to €5k and we can sometime offer legally binding rulings for higher figures. This depends on the specific wording of our agreement with the operator.
Submission of a complaint to this service does not in any way preclude your right to seek legal redress through court proceedings.
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 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 12 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;
While we understand that matters other than a disagreement about funds can lead to dissatisfaction with a gambling operator, an ADR service is intended as an alternative to the small claims court. If it is not appropriate for a court to review an issue, this service is not the best forum to pursue your issue. As such we have a minimum claim value of €10.
No. If the only grounds for your claim is that the operator does not hold a license to accept players from your jurisdiction you need to speak to the regulator/government agency responsible for preventing unlicensed operators from accessing residents under their purview. This service is specifically involved in the management of complaints where the gambling transaction has in someway become unfair. The lack of a relevant license does not by itself have any influence on the fairness of a gambling transaction. All we can suggest under these circumstances is that you ensure any operator you are considering playing with holds the relevant gambling license before you play.
No. If you are contesting that a payment has been taken without authorisation, the only party that can verify whether you authorised the payment is your payment provider. You need to contact your payment provider to review issues of this nature.
No. This is a matter of identity theft and needs to be managed by the relevant legal authorities (you need to report the matter to the police).
When you receive an error message when trying to submit a complaint, this is not due to our system being in any way defective, it is due to some of the cookies stored by your browser clashing with the necessary processes needed to submit your complaint.
There are several ways that you can resolve or get around this issue.
The first and simplest is to clear your browser cache. If you are unsure of how to do this go to Google and search ‘how do I clear my [browser name] cache?’ Google will almost certainly display step by step instructions at the top of the search results.
If you do not want to clear your browser cache another option is to use a different browser. Our site works with all the most popular browsers on all the major platforms.
Finally, if you do not want to try another browser you can use an alternative device.
While your complaint is in the process of being managed you will need to be logged in to see it. If your complaint is ‘In progress’ and you are logged in, it will appear at the top of the complaint list in the ‘My Complaints’ section. Remember that you can also monitor and replies to complaints via email.
Unfortunately some players choose to use complaint services like ours to attempt to pressure operators into paying out when they know they have not been compliant with terms and conditions. For this reason we ensure that both parties are given fair opportunity to provide their account of events before any complaints are made public. This has the added advantage of ensuring that many operators are more willing to cooperate and listen to our service as they feel they will be treated fairly and facts will be checked before publication happens. This results in a higher resolution rate for legitimate complainants.
We understand that you may be familiar with other complaint services that allow you to post your complaint in public immediately, but we strongly believe our system results in a higher rate of success in getting money back where it is due.
The short answer is ‘no’.
The longer answer is ‘we will accept complaints via email but only where every other avenue to access our standard complaint management system has been exhausted.’ To date – in over a decade of managing complaints – we have NEVER encountered a case that could not be managed via our standard complaints system.
Our online complaint system is designed with the specific intention of making the complaint management process easier for all parties. The advantages are as follows:
– All complaint information is stored in a centralized location, ensuring that it is easy to locate for our ADR Official.
– It gathers and stores an appropriate record of permissions given to ensure compliance with the GDPR.
– It provides automatic reminders to our Dispute Resolution Official (DRO) at appropriate junctures when action needs to be taken on each case.
– It stores all complaint information in a secure fashion that is only accessible by the DRO.
The above being the case, complaints managed via our web based complaint system require less work, are faster to manage and are more secure.We will accept written complaints, but only where there is a physical barrier to you accessing our online support system.
New complaints can take up to 3 days to be reviewed.
Not unless we have asked you to. Our service receives literally hundreds of emails every day. The majority of these are players sending through documents or information we have not asked for. Where we need specific information to move your complaint forward we will ask for it. If we have not asked you to provide additional documentation it is because we do not feel that we require it at the present time.
If you have information that can only be provided in document form that you think may make a difference to your claim, you can tell us about it via email or through our Dispute Resolution Centre. If we agree that it may be relevant, we will direct you to email it through to us. In the case that we ask you to send the documents through to us, please log in to CasinoReviews, go to Casino Complaints > MyComplaints, select the complaint in question, then attach the documents to the complaint thread along with your reply.
The vast portion of information we receive is not relevant. It chokes up our inbox and takes excessive time to sort through. Please help this service out by asking whether we would likely need any information you have before sending it through.
The truth is, it depends. To help you maintain appropriate expectations, kindly refer to the information below:– Our quickest resolutions can occur in less than 24 hours.
– Our longest running complaint was 5 years (an exclusion has to expire before we could conclude the issue).
– Over the last year, the average length of time it has taken to conclude the complaint management process has been 40 days.
– Approximately 5% of complaints, for all licenses, have taken longer than 90 days to conclude. We can’t tell you exactly how long your case will take. Every case is unique. But we will work to try and ensure your case is managed as quickly as possible.
We do not prioritise complaints based on the size of a claim. What constitutes “a lot of money” is entirely based on your life circumstances. What seems like a small amount of money to you may seem huge to someone else and vice versa.
As frustrating as this is for many players, we cannot give you any good answer to this question. The truth is that how long your complaint will take to manage will depend on a variety of factors including:
Which operator you are complaining about – Some operators we have a well-established dialogue with, others we have never spoken to. The nature of our existing relationship with the company will have a significant impact on how quickly we are likely to get a response. If we haven’t spoken to the operator before, you can take a good guess that it’s going to take us longer to get an answer.
Which operator you are complaining about – Even when we have an established relationship with an operator, the policies at the operator’s end in terms of who is responsible for responding to complaint issues varies significantly from company to company. This means that some operators will regularly respond with full detailed responses within hours of our email and others will take several weeks.
Our system is specifically structured to treat both parties equally. Where we ask for information from either party we allow the party 3 weeks to respond before taking any action. That does not mean that 3 weeks will conclude our discussion. That is 3 weeks for each request. So if a response results in a further request, a further 3 week period will be allowed.
Who we have to talk to – Not all complaints are a discussion between us, you and the operator. From time to time we have to engage with regulators, software providers, other consumer protection agencies, financial institutions, legal firms etc. Where we have to do this, the process slows while we wait on the third parties involved in responding. Some of these third parties HAVE to respond. Others may choose to cooperate (most do) but will do so in their own time. But without exception our contacts will not be considered ‘high priority’ to these bodies. As such this slows the process down. Regulators and software providers especially – who are the most common 3rd party we need to contact – are commonly very slow to answer questions.
The nature of your complaint – What your complaint is about is likely to have a significant impact on how long it will take to manage. Some complaints are straightforward, others are complex and involved. Obviously the more complex your complaint is the longer it will take to discuss.
We need to give a clear warning on this point – Just because you consider your complaint to be straightforward does not mean we will. Often when we dig down into a complaint we will find issues that you may not be aware of. When that happens, we often end up talking to 3rd parties to get clarifications on rules and requirements to ensure that our understanding is correct. This goes back to the point above – the moment 3rd parties are involved in a conversation, everything slows down.
Unfortunately not every player plays by the rules. In fact a significant number of the players that complain to this service are knowingly engaging in activity that is not only prohibited by terms and conditions but potentially illegal, falling under the common definitions of fraud.
These players are a drain on our time and resources. They know before submitting a complaint that they’ve breached the rules and are simply hoping that the operator will not have enough evidence to convince a third party (or lots of third parties as these complainants often submit their complaint to every prominent service at once) that they have broken terms.
While we are not about to make moral judgements about the choices anyone makes – each person has to decide for themselves what is right and wrong in life – this service is not intended to support players that are engaging in practices that breach terms and conditions or law. We will not aid them by providing information on how they got caught.
At any stage during the review process you may choose to withdraw from the mediation process. The consequences of withdrawal will be termination of discussion of the complaint. Where the player terminates the mediation process the complaint report will reflect this fact and show a status favourable to the operator. Where the operator chooses to withdraw from the complaint process (only possible when we are managing the complaint informally), or declines to provide CasinoReviews.com permission to review the complaint, the complaint report will reflect this fact and will usually reflect a status favourable to the player.
If the reason that you are looking to withdraw your complaint is that you have managed to resolve it without our intervention, please let us know and the complaint will be closed as Resolved.
We are always really happy to hear that a player feels so grateful to us that they’d like to contribute to our service. It is the biggest possible compliment that we could receive! But we would far rather you keep your hard-earned money, or if you really want to do something good, make a donation to a charity supporting those suffering from gambling addictions.
We are not at all ungrateful for your amazing gesture, but operators have to see us as impartial if we are going to expect them to cooperate with us. Where they see us accepting a cut of money we recover, some of them will view this as an indicator of potential bias towards the player and use it as an argument against working with us to resolve complaints. We do not want to give them that excuse so we do not accept donations.