Gambling Complaints Guide

After reading through this guide, you will learn everything you need to know about submitting online gambling complaints.

When NOT to Submit a Complaint

CasinoReviews can only consider managing a complaint against an online gambling site after the claimant has approached the gambling operator’s own Customer Service channel. This means that before submitting a complaint to CasinoReviews, you must first contact the operator in question via their Customer Service and allow a reasonable amount of time for the support team to address your claim. If you have not already taken this measure, our response to your complaint will be to allow the operator more time to respond before we can proceed with your claim against the operator.

CasinoReviews Complaint Guidelines (Do’s and Don’ts)

When submitting a complaint to CasinoReviews, we ask that you respect the guidelines listed below. 

Complaint Do’s

  • Check your email account regularly for updates.

We send out email notifications whenever your complaint file is updated.

  • Login into your account and check your complaint file regularly.

In case your email client rejects our email notifications or marks them as spam, you should log in and check your complaint file regularly.

  •  Notify us if you have resolved your issue.

Don’t leave us chasing complaints that have already been resolved. Let us know if you no longer require our assistance!

  • Respond as quickly as possible to any requests we make.

The quicker you respond the quicker we can take the next appropriate steps.

Complaint Don’ts

  • Submit a complaint as your first course of action.

Before seeking our intervention, you need to have worked with the operator and provided a reasonable length of time for the operator to manage the issue internally. If you fail to do this the response we give will simply be to ask you to give the operator more time before expecting us to intervene. We are here to help with situations that cannot be resolved between yourself and the operator, not as an alternative to working with the operator’s Customer Service.

  •  Email through your complaint if we have not asked you to.

All complainants must go through our standard complaint system unless requested to do otherwise.

  •  Leave your submission form incomplete.

If your submission form is incomplete, it will slow the process down as we require you to provide complete details before we can start.

  • Email through information that we have not requested.

We will request any information that we require. Please don’t flood our inbox as this just makes it tougher to find the information we do need.

  •  Include the password you use to access your gambling operator account.

No one other than you should ever have access to your account. If we were to log into your account, you would automatically be in breach of the operator’s terms of use.

  • Open new complaint files about the same issue.

If you want to communicate new information about a complaint, you need to do so via your complaint file. Opening new complaint files will result in all new files being deleted.

  •  Submit a complaint if you have already had a ruling from another Alternative Dispute Resolution (ADR) entity.

We do not review complaints if another ADR has already given a ruling on the matter.

  •  Be rude or threatening.

If you are rude, disrespectful, abusive or threatening we will disengage our involvement in your complaint and you will be barred from any future use of our service. In the most extreme cases we will file reports with the relevant law enforcement agencies. We have a zero-tolerance policy on this matter.

How to Submit a Complaint to CasinoReviews

Submitting a complaint through our online complaint portal is quick and easy. Follow the steps below to submit your claim:

Step 1: Go to the Complaints Page

All complaints must be submitted via our official gambling complaints channel. To do so, please go to our gambling complaints page and click the ‘Submit a complaint’ button. 

Step 2: Sign Up with CasinoReviews

Clicking the ‘Submit a complaint’ button will bring up the ‘Sign Up’ screen. As a registered user, you will gain full access to our Dispute Resolution Centre, where we can manage your claim efficiently and securely.

  • At the sign up stage, supply an email and secure password, agree to the site’s terms and (if you’d like) agree to receive marketing emails. 

  • Next, hit ‘Sign Up’ and proceed to verify your account via a link sent to your email. 

Step 3: Go to the Complaint Form

  • Once you verify your account, you will be directed to the Dispute Resolution Centre. Here, click on ‘Go to Complaint Form’ to bring up the required form.

Step 4: Fill Out the Complaint Form

In the gambling complaint form, fill out all the required information:

  • Complaint title

  • Your full name

  • Username registered at the gambling operator

  • Email address registered with the gambling operator

  • Total fund being contested (including the currency)

  • Your country of residence

  • Name of the gambling operator

  • A description of your complaint**

  • Any attachments (if required)

Next, agree to the site’s Terms of Use and Privacy Policy and hit ‘Submit’.

Recommended: Before moving on to the next and final step at the end of this guide, you may want to read the next section, which includes tips for writing an online casino complaint.

Tips for Writing Your Online Casino Complaint

When it comes to gambling complaints, clarity and information are key to ensuring faster processing time. We therefore recommend that you keep the below tips in mind when describing your complaint.

Tip 1: Provide the Required Information

Failure to fill out all the required fields, for instance only providing part of your name, will result in delays when processing your complaint. 

Tip 2: Remain Polite and Respectful

We understand that disputes are very frustrating. We also understand that, as approximately half of complaints will end up ruled in favour of the operator, many players can be left dissatisfied with the outcome. However, our team has the right to work without fear of harassment or abuse.If you are rude, disrespectful, abusive or threatening we will disengage our involvement in your complaint and you will be barred from any future use of our service. In the most extreme cases we will file reports with the relevant law enforcement agencies. We have a zero-tolerance policy on this matter.

Tip 3: Provide Timelines and Documentation

Whenever possible, include a clear timeline of events and documentation to back up your claim. Quoting communications that evidence your claim can also help our review of your claim.

Step 5: Access Your Complaint 

Now that you’ve submitted your complaint, you can access it at any time by following the steps below:

  • From the Gambling Complaints page, go to ‘My Complaints’, which will bring up the login screen. 

  • At the login screen, enter your username and password to access your account. If you’ve forgotten your password, hit ‘Forgot password’, follow the on-screen prompts to reset it and log in with your new password.

  • Once logged in, you can access any complaint you’ve submitted. To view your complaints, go to the top navigation menu and click ‘Gambling Complaints’ > ‘View My Complaints’. This will take you to the ‘My Complaints’ section of the  Dispute Resolution Centre, where you can view and submit complaints. 

  • Next, in the ‘My Complaints’ section of the Dispute Resolution Centre, click on the complaint you’re looking for to view all activity related to that complaint. 

  • Please note that our team informally reviews each complaint in line with the law, to assess whether we can accept it or not. You can expect to receive an initial response via email from your assigned Dispute Resolution Official (DRO) within 5-7 working days. Once you receive the email update, you can reply directly via email or through the complaint thread on the site (as shown).