How to submit a complaint about an online casino

Need help in solving your issues with an online casino? We, Gamblescope, are happy to provide it. 

Just submit your complaint and you will get:

  • A platform for settling your dispute;

  • Our expert help and mediation;

  • Cooperation from the casino’s side since this is in their best interests;

There are many reasons why a player may wish to make a complaint against an online casino. At the extreme end of the scale, a player may want to make public a case they suspect of online fraud. Sometimes, a player could feel justifiably cheated out of their winnings. More often than not, however, a complaint is for the poor service they have received from a particular online gambling venue. This article covers the procedure you need to take to start the casino complaint process.

122 complaints found
jamesgmo23
IrelandIreland
Jun 02, 2023
$110
Opened
Ice casino — Delayed payment
Can't get verified, no live help , no working email address . Provided all requirements of documentation.
Truccnguyen75@gmail.com
United StatesUnited States
May 30, 2023
$$112
Opened
Crypto Loko Bonus — Delayed payment
Right after I submitted my withdrawal request of ~$112, I suddenly am not able to log into my account. After several attempts and changing my password a few times also, am still not able to log in. Been waiting since 5/18. Their customer service responded that they will get back to me after 72 hours. No replies and no payments received.
eric000
GermanyGermany
May 30, 2023
$3,500
Opened
Bcgame — Delayed payment
They promised a guaranteed return on my investment but after investing my life savings, I got nothing in return. They seemed legitimate at first, but it was all a scam. I urge people to stay away from fake platforms and not risk their hard-earned money like I did. Report scam to cybertecx net for payout solution
Anonymous
United KingdomUnited Kingdom
May 23, 2023
$800
Opened
Goldenbet — Software fairness
The game legacy of the dead was constantly glitching and taking my money. When it game to bonuses, you can see it glitches at the point where you're supposed to get it. Asked for a refund on my deposits but did not get them
Anonymous
PortugalPortugal
May 20, 2023
Opened
Hey Casino — Other
It seems I am blocked from hey casino and it was strange as I was still playing on the airport and when I tried to into the site again I got the pop up screen that I was blocked. They said to email the site owners but I do not have these detail
Anonymous
United KingdomUnited Kingdom
May 18, 2023
$3981.02
Opened
Fruit Kings Casino — Delayed payment

I have been waiting 3 days for my winnings to be reviewed and getting no answers from the team. I didn’t use bonus’ or anything I paid in and played I win and now not being paid. I am in the uk so the amount is £3200. I’m concerned it’s still in review as it should have been paid out by now.

elaybalu
PhilippinesPhilippines
May 17, 2023
$10,213
Opened
JILIKO — Verification issues
I can't get my withdrawal, and I can't add a bind acct. To process my withdrawal...
Duffs88
United KingdomUnited Kingdom
May 11, 2023
$1,000
Opened
Richprize — Refund declined
This company uses fake games, they have taken my money and they don’t even have a UK licence. I’ve requested refund but they are ignoring all my emails.
jackappple@aol.com
United KingdomUnited Kingdom
May 11, 2023
$£471 GB
Opened
PlayOJO — Delayed payment
Iv tried serval times to get my balance sorted it just says pending constant when try to withdraw all my balance says error as I payment pending has been for days I just want all my money returned then I can play else where. Don't answer emails or online chat. Wish someone would stop this casino working till there sort there customer service out stop annoying hundreds of casinos all over the net.
Playojo
United KingdomUnited Kingdom
May 11, 2023
$£471 GB
Opened
PlayOJO — Verification issues

Why on earth is this giving false information there don't withdraw money fast at all takes forever.

Can only withdraw once then if want withdraw rest have to wait discusting false advertising for a company that not holding up to customers complaints.

Mrwhitebrown
United StatesUnited States
May 09, 2023
$160
Opened
Stake Us — Software glitch

The Online casino is Stake.US but it was not on list hope you can help.

I have reached out to A live agent, emailed support staff which just happened to be the same agent. Also have left very professional messages on every platform that Stake.us has that I have found so far.

I deposit 100 in bitcoin, was playing roulette, the house roulette you can say, not a live roulette. I am up to 160 IE playing with the “Green S Coin” and I noticed after I won a spin that by my calculations in my head I, My “Green S Coin” was not going any higher than 165 and I thought to myself “maybe I miscalculated the bets I placed down per the win pay out etc etc. I spun the wheel again and noticed on a win it went down from 165 to 155 “Green S Coin” so I said shoot maybe I need to go to sleep. I spun again, about 3 more time noticing that my wallet amount was going between 165 to 155 then back up to 165 then back down to 155 and now I know something is defiantly wrong.

As I am looking for the live agent link to contact them about the situation I just witnessed. I seen my “Green S Coin” wallet only had 23.00 green s coin In it and I almost had a heart attack.

Furthermore I got in contact with a Live Agent right away and advise them of what I just witness, (I have records of this conversation if needed) I am told to go to settings and find the “Game Play ID” so Stake.US can look it up, and reading the “Game Play ID” functions and now I’m thinking “You know this Stake.US is alright in my book” “Drake knew what he was doing partnering up with this online Casino” etc etc

To make a long story short, the agent say “sorry it looks like we don’t see an error there is nothing we can do” the agent and I are going back and forth, respectfully, and now the agent does not want to hear anymore, after asking to speak with a supervisor or anyone else.

I ask “can I speak with and or send a message to anyone else?” the agent now starts telling me verbatim….

“we are a social platform and I don’t have to play with the Green S coin” etc etc etc. it is “not their problem” then says (agent exact message word for word)

I need to remind you that this is a social casino.

Please don't forget that we're ultimately a free-to-play platform, so there's no need to invest anything in order to play.

In that way, you can be sure not to lose any of your own investments.

“I need to remind you that this is a social casino.

Please don't forget that we're ultimately a free-to-play platform, so there's no need to invest anything in order to play.

In that way, you can be sure not to lose any of your own investments.”

“The situation you're explaining here where your balance isn't being properly updated is a textbook indicatio that you were softly rate-limited. This happens most often on Plinko where users play rather fast outside of the scope of the game. By rate limit, we're referring to the DDOS protection service on our site, and that's triggered whenever you send too many requests to our platform.

Now, rate-limiting can cause various visual/display errors, and

performance issues and can reduce features/functions of our website.

Some of these features/functions that can be reduced are

"subscription-based services" - which are services that rely on information from our database to be sent and rendered on your device, such as the balance displaying appropriately after each spin, chat loading, and the game-feed updating.

Now types “is there anything else I can assist you with”

I explained, “ you said free to play but I was NOT playing with the free to play token,

I was playing with the paid token

there is a issue when your playing with the green token,

because at anytime I can take my green token out and keep it for myself and I cannot do that with the gold token,

if it’s social casino then there should not be a problem with giving me back my original green token deposit,”

The agent was not trying hear me out at all. So here is I am. Thank you!!!!!! For your time and patience to read this. I look forward to hearing from you shortly.

Thank you Mrwhitebrown.

Bfoot2001
United StatesUnited States
May 08, 2023
$14,000
Opened
Xbet — Other
I had around $14k in my casino account and left for a cross country flight. I landed and had $.25 in my account. They won’t communicate with me what happened. There was no bonus connected. Did they remove the funds? Did a hacker withdraw to their own crypto account and not mine? Did a hacker play with the funds and try to win more to withdraw to their own crypto?
Winks37
United StatesUnited States
May 08, 2023
$90
Opened
America’s Card Room — Declined payment
They didn't pay me on a winning black jack hand. They say I stood on a 9 on a dealer 8. But the video shows that the cards were delt a 19 vs a dealer 18. And they refuse to pay.
Betsturm
BulgariaBulgaria
May 03, 2023
$4,200
Opened
Dexterbet — Account closure

I opened an account with Dexterbet on February 21, 2023. It is verified, there are many deposits and several withdrawals. My current balance is €3,816.82 (for the purposes of the complaint, recorded as $4,200 at today's EUR/USD rate.

My betting pattern is as follows:

Only sports bets, I have played very little in the casino. Bet size: €100-300, game intensity: 20-25 bets per week. Sports: soccer and tennis. Almost all bets (over 95%) are on live betting.

On May 2, I received the following letter from them:

-------------------------

Dear *****,

Your account has been flagged in our database by the risk and fraud prevention department due to suspicious activities.

The specific T&Cs the player is in breach of are listed below:

Arbitrage: Arbitrage betting is one of the widely spread unfair betting tactics. It refers to the situation, when the player places proportionate bets on opposing outcome of the same event in different bookmaking companies. By appropriate correlation between odds and placed amounts, certain amount of profit is ensured regardless of the outcome.

Termination of user account:

We reserve the right, at our discretion, to cancel your registration, withhold your account monies, suspend your account for a limited period of time, or close your account if:

You have taken advantage of, or are suspected of taking advantage of, a system error or game error to make financial gains or gain an unfair advantage (ARBITRAGE);

We have zero tolerance for inappropriate play and fraudulent activity. This includes, but is not limited to, cheating, game manipulation, attempting to defraud us or other users of the website, payment fraud, payment reversals, use of stolen credit cards, money laundering or other attempts to deposit funds obtained from ill-gotten means. We will withhold all payments to you where your involvement in any of the above acts or activities is suspected and we reserve the right to suspend or close your Account and bar you from further participation in the website.

Your wining will be fortified and your account deactivated permanently.

Thanks for understanding

Dexterbet

-------------------------

I decided to research the matter of arbitrage betting. I couldn't find the word "arbitrage" in Dexterbet's Terms and Conditions. I continued my search on Google by entering "dexterbet.com arbitrage." Once again, I didn't find any reference to their page explaining how they handle this phenomenon. I continued my research on "arbitrage betting" using the help of Chat GPT-4, clarified the matter, and formulated the following arguments, which I have already sent in a complaint to the management of Dexterbet (I quote them verbatim):

------------------------

1. The word "arbitrage" is not even present in your current rules:

https://www.dexterbet.com/en/info/terms-and-conditions

2. The statement in your letter, "Arbitrage betting is one of the widely spread unfair betting tactics," not only includes a term not treated in your rules but is also incorrect.

According to the information I found and summarized on the subject, I received a conclusion from Chat GPT-4:

"This technique is not considered unfair, as it does not violate the bookmaker's rules or the country's legislation."

Indeed, as shown by practice and your own rules, the "Arbitrage betting" hypothesis should not lead to actions suspending my account and confiscating my balance. Additionally, I will provide arguments for the inapplicability of this technique in our relationship.

3. To engage in arbitrage betting, at least two different bookmakers must be used. Validating your "Arbitrage betting" hypothesis would require information from "third parties," and providing it would violate the requirements of the General Data Protection Regulation (GDPR).

4. Sometimes arbitrage opportunities can be found among multiple markets or bet types within a single bookmaker. Clearly, our case is not one of those.

5. In live betting conditions, when the odds change every second, specialized software (a bot) is needed to execute arbitrage bets. My activity with you is entirely in live betting mode, with low activity - about 20 bets per week. I believe you can verify that I have not used a bot.

------------------------

I have saved files with the rules of Dexterbet and with Google searches as of May 02, which clearly shows that the word "abitrage" is not currently present on the Dexterbet site. I.e. I am accused of violating their rules by practicing something (arbitrage) that is not in their rules. This thing (arbitrage) ".... is not considered unfair, as it does not violate the bookmaker's rules or the country's legislation.". This "arbitrage" thing is conspicuously absent from my betting history and is practically inapplicable to my betting model (live betting).

I hope for a fair resolution to this case and that we can finalize our relationship in the only acceptable way for me - Dexterbet to reopen my account so I can withdraw my available balance.

I am asking for Gamblescope's objective assessment of the situation and their intervention to reach a fair resolution.

Stephen
CanadaCanada
Apr 26, 2023
$200
Opened
Betplay — Amount not credited

I deposited money 48 hours still was not credit to my account

Was supposed to

Be careful 200 plus 100a% deposit bonus and 50 free spins

15 / 122
12%

Step 1: Contact the Casinos Customer Support Team

The first thing you must do in the process of making a complaint is to contact customer support. Now you may feel that this is a waste of time, but all the same, you must go through the process for two important reasons. First, the casino will tell you if you are in violation of any of its policies. If you are (knowingly or unknowingly) in violation, it will be difficult for you to advance your complaint further. 

Now one wants to go through the time-consuming reading of a casino’s terms and conditions before jumping on some exciting casino games. We get that. But failure to do so could leave you disappointed if things don’t work as you expect, particularly concerning casino bonuses and promotions. 

Secondly, the first thing any third-party agency will ask before they assist with your complaint is whether you have spoken to the casino’s support team and what the outcome was. Failure to answer this question positively and provide details will ultimately mean your complaint will not go further.

Step 2: Lodge a Formal Complaint with the Licensing Authority

All legitimate online casinos are affiliated with a gambling license authority. If the casino you want to use does not have a casino license, avoid them at all costs. Casinos with a license from a reputable agency offer a degree of player protection and redress for complaints. But some are better than others. Online casinos licensed in south American jurisdictions like Curacao and Costa Rica offer very little player protection. They are unlikely to listen to your complaint. For this reason, it is always better to play at a casino that is licensed and regulated by regulators such as the United Kingdom Gambling Commission (UKGC), Malta Gaming Authority (MGA), or one of many other European agencies. 

https://www.resolver.co.uk/rights-guide/gambling - Resolver can help you with submitting a complaint against casino in UK.

The footer of every online casino is where you can find out which regulator the casino is licensed with, usually. Clicking on the link here will often take you directly to the regulator’s website. From there, you can navigate to the section relating to casino complaints. Be aware, however, that this process could take months. And also, regulators will often only take action when they receive several similar complaints about a particular online gambling establishment.

Step 3: Casino Watchdogs

If there is no legal route available, there is also a third option. This is to submit a grievance through a trusted casino review company. Although they have no legal authority, top review websites can blacklist a casino and provide players with the ability to make their complaints public knowledge. This is a potent weapon against fraudulent and unethical gambling operators. The best casino review companies have many thousands of users and subscribers. It means you can get the word out about dishonest and unethical behavior fast. 

  • https://gamblescope.com/casino-complaints/new/ - A new player in the market, but already a fairly successful one. Due to established good relations with various casino brands, we are able to reach out to them to mediate any conflicts and complaints. And be heard - we have solved 100+ complaints so far and counting.

  • https://www.askgamblers.com/casino-complaints - An established platform with 2000 reviewed casinos. And a transparent complaint mechanism that has helped almost 15000 gamblers to receive their winnings. Takes from a week to a month to resolve a complaint. 

  • https://casino.guru/complaints - An independent review website with an established complaint mechanism. Less transparent than such at AskGamblers, but with 4000 casinos present, it’s more likely you’ll find the needed one here. On average it takes 24 hours to accept a complaint and 21 day to resolve it.

  • https://www.casino.org/online-casino-complaints/ - Casino.org accepts complaints without making them public like the two sites above. And employs a dedicated team for mediation. It usually takes up to 2 working days to accept a complaint. But the problem is the limited number (around 300) of casinos supported. 

  • https://thepogg.com/submit-complaint/ - A famous gambling review website acting as an Alternative Dispute Resolution service. Fairly active and accepts complaints on several hundreds of casinos. However, it has fairly strict guidelines leading to players’ complaints frequently being denied. And is often unable to help due to casinos’ unwillingness to cooperate. Successful cases are usually resolved within a week or two. 

Informing the casino you are using that you intend to air your grievances public can, in some instances, help to resolve an issue. Blacklisting and bad player reviews, after all, have a significant impact on a casino’s ability to operate profitably.

Get Started Now and Make your Casino Experience Public Knowledge

Here are a few of the complaints that Gamblescope has received about online casinos. Like gambling license regulators, we will act on casinos if we receive multiple complaints about any particular online gambling venue available on this website. Ultimately, after further investigation, we will blacklist online casinos that do not treat customers fairly and publise our reasons for doing so.

Frequently Asked Question (FAQ)

What is Gamblescope Casino Complaint service?

Our Service was launched as a part of our ever-growing Gamblescope platform. And it’s main mission is to provide a free of charge, responsible and honest meditation service between online casinos and their players.

Our efforts has already led to resolution of hundreds of complaints and reclamation of deposits and winnings worth millions of GBP. 

Who can use Gamblescope Casino Complaint service?

Any player who feels that he/she has a valid reason to complain and has an account on Gamblescope.com.

If you don’t have one — register here, it is free.

How to submit a complaint?

Easy! Just push the “Submit Complaint” button and fill in all the fields, following the instructions provided in the process.

Why was my complaint rejected?

There can be multiple reasons ranging from providing insufficient data to prove that your complaint has a valid ground to the breaking of the submission rules and guidelines.

How long does it take for Gamblescope to proceed with the review?

We reserve a 72-hour period during which we should start working on your complaint. But usually we begin after around 48 hours or so.

What happens after my complaint is published?

The casino gets notified about it and will have 72 hours to respond. After this it becomes a turn-based communication process under our mediation until the issue is resolved either in player’s or casino’s favor.

What affects the final decision about the complaint?

A multitude of factors:

  • Evidence provided by both sides during the communication process

  • New facts not provided in the initial complaint but surfacing in the communication process

  • Analysis and comparison between the facts provided and the casino’s terms and conditions

  • Information provided on behalf of the casino’s side by its Finance, Security, Fraud, Support or any other departments

  • Complaint submitter’s confirmation that the casino has paid all due amounts during the complaint resolution process

  • Evidence presented by third parties relevant to the complaint resolution, like gaming software companies, test laboratories etc. 

The final decision is taken by multiple members of our Complaint Team by consensus.

Is it possible to appeal if I don’t agree with the decision?

Our decisions are final so no appeal is possible. In case you are not satisfied with our decision, we encourage you to escalate your complaint to the regulatory body relevant to the casino’s jurisdiction.