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.

70 complaints found
amanpall6090@gmail.com
IndiaIndia
Jan 27, 2023
$650
Opened
1Win — Declined payment

Money withdraw problem

1win I'd -19359663

It's been six days at 1Win Casino. The money has not come yet and 1win casino is not giving any reply saying that the money will come in 48 hours. Now it has been six days but still my money has not come and they are not giving me any reply

th556999
United StatesUnited States
Jan 19, 2023
$100.00
Opened
123 Spins — Declined payment

123 Vegas casino wont pay me the $100 i won! they keep making excuses, i have lots of emails from them and screen shots telling i can withdraw it. i can send you all info just let me know if you need them. please help Randy Hall

Elain350
United StatesUnited States
Jan 17, 2023
$300$
Opened
Royal Planet Casino — Delayed payment

I bet Bitcoin 25$

I won 300$ on the 2nd of January.

Verified n had payouts here before.

Yet still not one dime.

They say I'm next in line, it's on the chain n will pay me asap. Spoke to supervisors ...EVERY BS ANSWER BUT MY CASH.

I NEED MY MONEY

22878723
IndiaIndia
Jan 12, 2023
$12
Opened
Mostbet — Amount not credited
2 of my deposits are pending and customer service 24/7 but waste, they dont have any records of chats every time need give full details but every time they tell has farwoded to technical expert will get back but they never turn back .. my deposits not credited since month I fed with them and stopped playing in that stupid casino site . And tell you all not to deposit any money in mostbet , they dont know value of others money and time , and as worst chat service it had .
dpdiscreetfunla
CanadaCanada
Jan 11, 2023
$8,000.00
Opened
Bitstarz Casino — Other
I played at Bitstarz for the last 3 months. I have deposited a total of $10,000.00, always bitcoin. Many of my friends play there and they turned me on to play there. I submitted all my documents and i finally won $8,000.00 They refused to pay me my winnings and said it was because i am linked to another account that was self exempted for life. THE REASON they linked my account in Canada with the self exempt account in Los Angeles is because i had a friend who owed me money and he paid me back by deposits using his bitcoin wallet into my bitstarz account. He stopped gambling and he self excluded his bitstarz account for life. His cripto wallet he used to do his transactions was the same crypto wallet he used to pay me back. WE ARE 2 DIFFERENT PEOPLE IN DIFFERENT COUNTRIES AND THEY ARE USING THAT AS AN EXCUSE NOT TO PAY ME MY 8,000.00 IN WINNINGS AFTER TAKING MY 10,000.00 IN DEPOSITS. THERE IS NO RULES IN THERE TERMS THAT SAYS YOU CANT HAVE SOMEONE DEPOSIT BITCOIN INTO SOMEONE ELSES BITSTARZ ACCOUNT. THEY SAID THEY WILL REFUND MY LAST DEPOSIT OF $96.00 TOOK THE 8K BACK AND KEPT THE 10K I DEPOSITED. AND CLOSED MY ACCOUNT.
Reply from casino manager:

Hi Barry,

Well, it's a little bit more to this story.

There are some other similarities besides the fact that he's sent money to your bitcoin address. His name is also Barry, and he's playing via the same browser as you, on the same device and on the same IP (which is strange since you said he's in a different country). You also have the same birthday (well, it differs by 1 year and 1 day), but quite a coincidence.

I think the evidence in this case is quite clear that you're the owner of both accounts.

BitStarz

Quentin_1997
United StatesUnited States
Jan 10, 2023
$$50.00 total
Opened
Vegas Mobile Casino — Amount not credited
I deposit 10.00 for an account on Vegas sweeps casino, then Brandon Olson who is on messenger with Facebook tells me he needed 30.00 for my account,I sent it then he says I have to pay 10.00 more for a pin number,which is not needed for Vegas Sweeps, so I sent and have copie of our whole ordeal and conversations it's bee now 2almost 3 days and now he wants more money ,,another fifty dollars to put my first fifty on my account so I told him to just cash app my 50.00 I already paid,then it was 100.0 to get my 50.00 back. Now he is saying it's 80.00 I have all of our arguments on messenger and screenshots of my deposits and he refuses to put the money on my account or refund it he finally gives me and account but no money...and I login to my account and find out I did n t need a pin number 66-77... he has 2 different cash app accounts he sent me the 2nd account to put more money on which is different then the first one ...so I paid 10 dollars for a pin I didn't need ,and he refuses to give me my 50.00...
Mandysteve11
CanadaCanada
Jan 07, 2023
Opened
Club Riches — Other
No games will open for me and I deposited 15 and I only have a bonus balance not a real balance no one gets back to me
Jellylegs22
United KingdomUnited Kingdom
Jan 02, 2023
$£60
Opened
Slingo Casino — Delayed payment
After depositing £40 and winning £20, total £60, i was told they tried to deposit the funds in my bank and it was rejected, so they require documents either driving license or passport of which i have none, i contacted my bank who stated absolutely 100% that no deposit had been attempted by this company and this was confirmed by the bank's fraud department, i have sent Slingo an email stating this and they have totally ignored me, my bank also stated they have had many similar issues with this company
Jcolon121
United StatesUnited States
Jan 01, 2023
$65.000.000
Opened
Bally Casino — Verification issues
I have gambled all my life. I am 43 and have always went to a live casino. Recently meaning in the last 6 months or maybe a year. I have downloaded an app for ballyscasino. Actually I won 25k with the lucky lady’s back in April of 2010 or 2011 at Ballys casino in Atlantic City. Within the last 6 months to a year I have lost more than 70k. Recently after making 35k with 3k. I know I have to go through a verification process bc it was actually a new debit card that I was using. So I’m the meantime I can’t cash out n end up loosing the 35k plus another 40k of my own money. I never received a call from anyone to check up on me. If that was a live casino I would have every security guard plus pit boss around me. That being said after I loose 40k and they deposit a 1500 bonus I feel insulted call in that I’m loosing a lot and cannot understand how I can’t just cash out bc if this was a live casino I would be treated a lot differently and a lot better service. They just closed my account bc I was asking for more bonus and a reconsideration to my situation after loosing so much money all at once. I would truly appreciate that if they have closed my account and I cannot gamble to refund me my entire money within the last 6 months and I will let them put me on the backlist. Bc I will never invest that kind of money for that kind of service ever again.
485532953
BangladeshBangladesh
Dec 26, 2022
$Deposit also BDT 500
Opened
1xBet — Other
2fa code problem. I lost my phone thats have my 2fa verification code. I email but no response. New phone i can not open my account. Please kindly see my problem. Already 10 day passed
Anonymous
IrelandIreland
Dec 26, 2022
$2,000
Opened
Rocket Play — Other
Hi guys am just deposited there last few months and loss there thousands of euros still just losing money they 100% badly fix people accounts. Peoples making money hard and try our luck there and like this casinos destroy there balance and feeling very badly and most important thing is that they playing with people mentally health with that losses for months which is not. So please that is my request investigate that what they are doing there. That request from all those innocent peoples who loss there everyday. Thank you
Sallu
IndiaIndia
Dec 20, 2022
$200$
Opened
Voodoodreams — Declined payment

Hello Dear This is Salman saifi from India i won 220000INR From Evolution live Crazy time In Voodoo Dream Casino After Wagering Complete my money remove from My Account And He Was Money Withdraw To own Account please If You Can Help Me 🙏🙏🙏

joy111
United StatesUnited States
Dec 16, 2022
$600.00
Opened
Vegas Mobile Casino — Declined payment
I won 600.00 and when I went to cashout they presented me with some rules and paid me 0 and then blocked me. I have all eveidence to prove my case
Anonymous
South AfricaSouth Africa
Dec 14, 2022
$800
Opened
Genesis Casino — Declined payment

Im not hearing anything back as i have spoken to dozens of agents,sent emails,statements etc showing that i am not recieving my withdrawals. Ive done a lot of withdrawals in past,bit all of a sudden im not recieving any feedback and i smell a rat ! This is about the principle ! These guys cant come back with an explanation to why all of a sudden im not recieving my withdrawals. Im owed two withdrawals and it was cleared on their side on 28 Nov.

Anonymous
CanadaCanada
Dec 09, 2022
$150.00
Opened
Luxury Casino — Declined payment
I deposited $150.00 Canadian in the Luxary casino account on November 26th, 2022 approximately 11:08 a.m. Canadian time through etransfer interac CA9XHun9, the casino states they placed it into my casino account which is a lie, on the 27th, 2022, I have asked for a screen shot they keep stating they have sent me one which is a lie, my bank states the luxary casino did indeed receive the money. Will not give me money back,
15 / 70
21%

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.