Licensed online casinos are committed to delivering quality services and maintaining high levels of customer satisfaction. As strictly regulated as they are, however, gambling operators are not immune to blunders and may drop the ball occasionally, giving you grounds to lodge a complaint.
Filing a complaint against an online casino is relatively uncomplicated, although there are still some guidelines and rules to follow. These can slightly differ from one regulated market to the next but most of the steps in the process typically overlap.
The strictest regulatory bodies in the industry expect their licensees to follow transparent and clear complaint policies, giving customers the confidence their grievances will be fairly handled. In this article, we walk you through the most common reasons for player grievances and explain the process of lodging a complaint step by step.
Valid Reasons for Complaints against Gambling Operators
Before you move forward with lodging a complaint, we recommend you make sure your grievance is indeed legitimate. Ensuring you are not in the wrong will save you time and spare you from going through any unnecessary hassles.
The most logical thing to do is to meticulously read the terms and conditions again, paying closer attention to the clauses that concern your issue, in particular.
Many complaints fail to reach a resolution or get rejected for the simple reason the players lodging them have not read the terms of use and have violated them as a result.
With that in mind, here are several valid reasons for filing a complaint against an online gambling operator.
Delayed or Denied Withdrawals
Self-Exclusion
Disabled or Closed Accounts
Inappropriate Advertising Content
Game Malfunctions
Delayed or Denied Withdrawals
Delayed or denied withdrawals are easily the most common reason for complaints. Before you lodge a grievance, make sure there is a valid reason for the delay. Less reputable gambling operators sometimes intentionally drag their feet so that players tire of waiting, reverse their withdrawals, and gamble with their winnings.
It is worth noting that withdrawals are rarely instant even at reputable casinos. Gambling operators typically require between 24 and 48 hours to process the withdrawal request and release the funds to a player’s preferred payment method.
Waiting timeframes can extend further due to the obligatory verification checks players must pass in some instances. Verification is usually necessary either right after registration or when you request a larger withdrawal. Consider these factors before you proceed with lodging a complaint.
Self-Exclusion
Self-exclusion issues are another widespread cause for player complaints. The practice aims to restrict customers, especially problem gamblers, from accessing their casino accounts and spending money they cannot afford to lose.
Such players must also be restricted from receiving bonus offers and similar promotion-related communications. You have a legitimate right to file a formal complaint if you have requested self-exclusion but continue to get bombarded with unsolicited marketing materials.
Disabled or Closed Accounts
Disabled or closed accounts are a common ground for contention between players and casino operators. However, you should bear in mind that legitimate gambling businesses are entitled to close your account in case of repeated violations on your behalf.
The reasons commonly include consistent breaches of the terms and conditions, bonus abuse, suspicious transactions, and multi-accounting. File a complaint only if you are certain you have not violated any of the casino’s rules.
Inappropriate Advertising Content
The use of inappropriate advertising content often evokes the disapproval of conscientious players. Inappropriate ads are those that target vulnerable or underage persons, portray gambling as a solution to one’s financial problems, or actively encourage people to engage in gambling. Misleading advertising in any form is frowned upon.
Advertising policies vary wildly across jurisdictions as some countries enforce tighter restrictions on this type of marketing content than others. Players who have well-grounded complaints about gambling-related adverts should file them with their country’s advertising regulator.
Game Malfunctions
Game malfunctions occur rarely, not to mention most online casinos have clauses in their terms and conditions that exempt them from liability for technical errors. Interruptions in the gameplay often result from connectivity issues and are excusable for the most part.
However, software glitches can lead to voided wins, which is far more unpleasant. Unscrupulous operators sometimes use liability clauses to decline paying larger jackpots, claiming the big win occurred due to a malfunction.
If you are confident you have hit a jackpot fair and square but are denied payment, you have every right to lodge a complaint and even pursue legal action if everything else fails.
Stages in the Complaint Process
Players should not address an alternative dispute resolution (ADR) provider immediately after the issue as there are several stages in the dispute process.
The established practice is to first contact the gambling operator as this is the quickest way to resolve issues in most cases. Proceed to seek assistance from ADR providers only if you fail to reach an amicable settlement of the dispute with the operator.
Dispute resolution providers like IBAS only handle gambling-relating complaints and will not interfere in disputes related to other sectors, such as accountancy or healthcare. Others like ProMediate (UK) take on various civil and commercial disputes, including those involving gambling businesses.
Common Reasons for Complaint Rejection
Online casino players may suffer rejection even if they adhere to all guidelines we outlined earlier. It is important to understand that ADR providers may entertain different notions about what constitutes a legitimate complaint.
We recommend you consult with the website of the specific dispute resolution service in advance to see the specific requirements. With that in mind, most adjudication entities refuse to deal with gambling-related disputes in the circumstances listed below.
Major Gambling ADR Providers
Regulated gambling businesses must satisfy certain industry standards when dealing with consumer complaints. In many jurisdictions, they must also appoint alternative dispute resolution entities approved by the local gambling regulator.
Here we should point out that some gambling watchdogs do not deal with customer complaints directly. This is the case with the UK Gambling Commission (UKGC) and the Swedish Gambling Authority (Spelinspektionen).
The UK regulatory system imposes strictures on approved ADR entities and prohibits them from handling certain types of disputes, particularly those related to responsible gambling. Local players should direct complaints of this type to the UKGC instead. The watchdog itself does not respond to individual complaints but rather uses them to detect trends indicative of problematic activities among its licensees.
Swedish Consumer Agency
Malta Gaming Authority (MGA)
Alderney Gambling Control Commission
Isle of Man Gambling Supervision Commission
eCOGRA
The Independent Betting Adjudication Service (IBAS)
Swedish Consumer Agency
Players from Sweden also cannot rely on the local regulator Spelinspektionen to assist them in dispute settlement and must direct their complaints to the Swedish Consumer Agency (Konsumentverket) instead.
Konsumentverket protects the interests of local consumers and has the authority to pursue legal action in court in cases of violation. The agency also oversees market developments and pinpoints potential consumer issues in various sectors, including gambling.
Types of Complaints Accepted by Konsumentverket - Violations of consumer rights
- Harmful products and services
- Deceptive advertising
- Unsolicited or aggressive marketing via email and similar mediums
When lodging a complaint with Konsumentverket, Swedish players should provide detailed information, including the name of the gambling business, their phone number and other contact details. If the complaint has to do with gambling-related advertising, consumers should also specify when and where they have seen or heard the inappropriate ad.
Konsumentverket Contact DetailsThere is no complaint form on the agency’s website to our knowledge. Players seeking assistance in dispute resolution can either email the agency or send their letters by post.
Malta Gaming Authority (MGA)
The Malta Gaming Authority (MGA) issues licenses that are valid in multiple jurisdictions as long as online gambling is legal there and local licenses are not specifically required. The regulator is very responsive when it comes to managing player complaints against its licensees.
However, gamblers are recommended to first attempt settling their disputes directly with the gaming operators or their chosen ADR service. MGA licensees can work with several dispute resolution providers, allowing gamblers to choose which body will handle their complaints.
If all else fails, players can lodge a formal complaint with the MGA via the complaint form on the regulator’s website. The response timeframes can extend to several weeks, depending on how many complaints the regulator has received.
Information Required in the MGA Complaint Form - First name and surname
- Email address and telephone number
- Country of residence
- The name of the gambling operator
- Username or player ID
- Disputed amount in cases of canceled wins or denied withdrawals
- Date and time of the incident
- A brief description of the issue (uploading screenshots or other documents as a proof is also an option)
Please note the MGA reserves the right to request identification from the claimants before it processes their complaints. Make sure you enter all your details in the form correctly. Forms containing false or fabricated information and crude language result in instant complaint rejection.
MGA Other Contact Details - Email: info.mga@org.mt (use for general inquiries and information only!)
- Telephone: 356 2546 9000
- Postal Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta
Alderney Gambling Control Commission
The Alderney Gambling Control Commission (AGCC) has an international licensing framework similar to the Malta Gaming Authority. Interactive gaming licenses issued by the AGCC hold weight in any jurisdiction with legal online gambling unless its laws expressly require permits from the local regulator.
The body provides consumer counseling and readily manages player complaints under Alderley eGambling Regulations 238 and 239. The simplest way to complain to the AGCC is to use the contact form on the agency’s website, although other means of communication are supported as well.
Information Required in the AGCC Complaint Form - Name of the claimant
- Address of the claimant
- Postcode
- Email address of the claimant
- Name of the interactive gambling operator
- Username or player ID of the claimant
- Detailed information about the complaint
Players should address their queries or complaints to the AGCC Office Administrator. The regulatory body does not handle complaints over the telephone but you can email them directly or send the complaint to their postal address.
AGCC Contact Details - Email: info@agcc.gg
- Telephone: 44 (0)1481 825500
- Fax: 44 (0)1481 823978
- Postal address: Alderney Gambling Control Commission, St. Anne’s House, Queen Elizabeth II Street, Alderney, Channel Islands, GY9 3TB
Isle of Man Gambling Supervision Commission
The Isle of Man Gambling Supervision Commission (GSC) is a solid regulator with a long roster of reputable licensees, including BetVictor, Hacksaw Gaming, GGPoker, Nolimit City, and Yggdrasil Gaming. The regulatory agency manages complaints if players are unhappy with the decision of their operators’ ADR providers.
Information Required in the AGCC Complaint Form - Full name of the claimant
- Date of birth, email, and residence address of the claimant
- Username or player ID
- Name and website of the gambling operator
- Date and time of the incident
- Details of the complaint written in English
During the final stages of submitting their complaints, players must confirm that they are old enough to gamble legally and that they are not problem gamblers. They should also confirm they are not self-excluded from the website of the gambling operator subject to the complaint.
Isle of Man GSC Other Contact Details - Email: gaming@gov.im
- Telephone: 44 1624 694331
- Postal Address: Ground Floor, St. George’s Court, Myrtle Street, Douglas, Isle of Man, IM1 1ED
eCOGRA
Based in London, eCOGRA is an internationally recognized testing agency with accreditation in 32 jurisdictions, including Great Britain, New Jersey, Gibraltar, Alderney, Sweden, Spain, Portugal, and the Netherlands.
Apart from software testing and certification services, the leading organization provides alternative dispute resolution and works with hundreds of gambling companies worldwide. Some of the notable brands that use eCOGRA’s ADR services include 888casino, bet365, Betsson, BGO, LeoVegas, Betway, Casumo, and William Hill.
Information Required in the eCOGRA Complaint Form - First name and surname
- Country and city of residence
- Contact email
- The gambling site’s URL
- Username or player ID
- Date of the incident
- Operator Internal Complaints Reference
- Description of the issue or dispute
The renowned dispute resolution mediator informs players whether their complaints have been accepted or rejected within three weeks of receiving them. Once approved, the disputes may take up to ninety days to resolve.
Other Contact Details of eCOGRA - Email: complaints@ecogra.org for disputes and info@ecogra.org for general information
- Telephone: 44 20 7887 1480
- Postal address: 6, Villa Gauci, Mdina Road, Balzan, BZN 9031, Malta
2nd Floor, Berkeley Square House, Berkeley Square, W1J 6BD, United Kingdom
The Independent Betting Adjudication Service (IBAS)
Established in 1998, IBAS is an independent entity that deals with disputes between its registered gambling operators and their customers in Great Britain. The organization settles disputes across different gambling-related sectors, including remote sports betting and casino gaming, bingo, landbased gambling, and lotteries.
It is on the UKGC list of approved ADR service providers. IBAS works with hundreds of registered operators, including highly recognized brands like Betfair, Grosvenor, TonyBet, Betway, Genting, and PokerStars.
IBAS accepts complaints in both written and verbal form. As of 2020, the organization handled 5,673 disputes which resulted in £480,222 in settlement payments to local gamblers.
Gamblers must register with IBAS to use the dispute service.
Information Required in the IBAS Complaint Form (after registration) - Reference number of the dispute, if issued by the gambling business
- The name of the gambling operator
- Branch address if the dispute concerns a landbased operation
- Account number or username if the dispute concerns a remote operator
- Dispute details plus attachments of supporting materials like screenshots, for example
Other Contact Details for IBAS
