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 gambling 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.

187 complaints found
Renegade99
ItalyItaly
Apr 04, 2024
$3400€
Opened
RouletteUK — Refund declined

I have played at the casino in question several times, having little luck.

Given my gaming activity, the VIP Manager (Bella) appears via email offering me a 120% deposit bonus, with no withdrawal limits and with a maximum bet of €5. I accept this bonus and then proceed to complete the wagering. I ended up winning a sum of around €2000, which I increased with bets exceeding €5 (the wager had now ended) and reaching an amount of €3400. When I finally make the withdrawal, the winnings are confiscated and I am only refunded the initial deposit. According to them, I had broken the maximum bet rule, but this was only done after completing the rollover.

I'll explain the situation step by step.

1) I contact the VIP Manager to understand the reason for the confiscation, and he explains to me that I violated the rules on the maximum bet. However, it refers not to the bonus he offered me, but to an alleged LV 3 cashback bonus. I thought he was referring to an old cashback bonus where actually, thinking about it, I could have violated the maximum bet, but I didn't understand how it could be linked to the bonus offered to me by the VIP manager and which originated the winnings.

I then ask for explanations in chat, from a very kind agent, who explains the matter to me.

2) The chat agent explains to me that, while I was playing with my winnings (by now the wager was completed, so I was able to raise the bet), I received a cashback bonus (which I didn't notice!) credited automatically, and for this specific bonus I violated the max bet rule. I explain to him that I didn't really notice this bonus, and that it wasn't right that I was punished for a violation that wasn't done voluntarily.

The agent appears to be cooperative and invites me to send a transcript of the chat with him to my VIP manager, which he would also do with the department that deals with payment.

3) I then write to the VIP manager, who however continues to deny me the winnings, referring to the violation of the terms on the maximum bet. I explain to him that I didn't notice this automatically credited bonus, and that it's not right to confiscate all my winnings for an alleged violation made on a bonus that I didn't request (Could I ever risk €3000 in winnings for a €50 bonus? Impossible!). At this point the VIP manager claims that I would have also violated the 120% credited bonus, but I think it is an excuse invented to deny me the winnings at all costs (He had not previously mentioned this alleged violation). Too bad I can only see the last 50 transactions and can't prove it.

4) Next, I receive the same email in three different languages saying that I would receive my winnings but to pay attention to the terms of the bonus next time. So I rejoice and think it's all over. I ask the VIP manager for confirmation, who tells me that the email was sent by mistake.

Even an email in 3 different languages? I feel really cheated!

The email specifically says that it is possible to receive winnings even if you violate the rules. So why isn't I allowed this opportunity? I have made many deposits on their site, my losses far exceed my wins and I have never misbehaved. I feel so frustrated and treated unfairly.

Thank you for your help.

IdaaMight1
United StatesUnited States
Mar 26, 2024
$1,000
Opened
Ducky Luck — Delayed payment
I it's duck lucky casino online and they are not allowing me to withdraw my money I couldn't find it in the list...l won $1,000 I've been trying to get my money from duck lucky casino online since March 4th they keep telling me that I don't have the correct pair of verification but when I actually get them to admit that I have sent in the correct verification from the correct email to the correct email then the next day they tell me they haven't got anything they will not allow me to withdraw my money that I won with my own money
I have a few different games
United StatesUnited States
Feb 09, 2024
$999
Opened
777 Casino — Other
I have a few different casinos that's all the same... I deposit to play and have not got my winnings that I wjn...they have excuses such as glitches..don't see my winnings.. won to much.. they have blocked me.. tried to bribe me .. all kinds off stuff... I have all screen shots of everything
marisabianca
PortugalPortugal
Jan 10, 2024
$175
Opened
TokenDevils — Delayed payment
They don't pay, I have 160 euros outstanding for 3 days, since I checked the account after 4 days, concluding it's been 1 week since I haven't received my winnings, they make excuses in the chat, Carlos and Anna, they always say the same thing
Mukesh Kumar jangir
IndiaIndia
Jan 09, 2024
$84
Opened
1Win — Account closure

Hi

I applied the withdrawal but not complete over 3 days so I contacted to via mail. They asked me to documents verification. I sent documents after 3 days they blocked my account to said that following

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Please contact the casino and asked evidence.

Anonymous
IndiaIndia
Jan 04, 2024
$85
Opened
1Win — Account closure
My account was blocked after I submit my documents to verification
Shane cole
AustraliaAustralia
Jan 01, 2024
$500
Opened
Staycasino — Refund declined
I went to withdraw $500 from my winnings and they rejected it, they are refusing to give me a refund aswell
Sx4godz
CyprusCyprus
Dec 28, 2023
$3,600
Opened
iWild Casino — Declined payment
Thieves, they come up with any excuse to not let you withdraw your funds, i had 3.5k EUR and they were process my withdrawal request even though i completed my KYC. I ended up throwing all the money since they wont let me withdraw. Straight up scam
Destructiongf6
GermanyGermany
Dec 21, 2023
$24161,88$
Opened
TokenDevils — Missing Funds
Already more then a week ago i deposited 200€ with a bonus , wagered it all , had about a 5k balance . Wanted to withdrawal 2k , it after days of not getting any notification or so I got ask to submit kyc info so I did . Days later no reply so I text again so they tell me passport is missing so I submit again . Still no notification about the withdrawal . Two days ago I canceled the withdrawal played more casino ended up on 22k balance and 2k withdrawing , that was to days ago , still no notification on that = never had such a bad live support / they never contacted me or could tell me anything about my withdrawal . Today I look if there are any updates on the withdrawal , nothing changed still pending , as If that was not enough , my balance of 22k is gone , live support can’t help as always , waiting on email support . This is the worst online casino I’ve ever experienced . I want this issue solved as fast as possible , not acceptable . If there were any problems with my withdrawal they could’ve contacted me but nothing, and then just erasing my balance of 22k with no info ? Seems like a scam
dollabill326
United StatesUnited States
Dec 16, 2023
Opened
Slootz — Bonus not given

You guys are horrible should have all$10 sign i

Up registration minimum

Hyjbee
NigeriaNigeria
Dec 13, 2023
$125
Opened
BCgame — Declined payment

Hello,

I deposited 100000 naira using transfer payment option to bc.game casino on 22 Nov 2023, funds got deducted from my bank account but didn't got credited to my casino account.

As per casino I raised complaint and waited for resolution, they reject it saying that merchant didn't received funds, they asked me to resubmit complaint by uploading latest bank statement showing that funds didn't got reversed back to my account. So I chatted their merchant support and they confirm to me the money was received at their end and they have credited bc game wallet and show me a receipt of the payment they received which corresponds

I am attaching below

1. The payment receipt I received from their merchant

2. successful transaction screenshot from my bank

3. BC.Game transaction screenshot, where submit complaint button comes but there is nothing there

4. Screenshot of their merchant on email

Petrushevich.dejan@gmail.com
IrelandIreland
Dec 13, 2023
$1,000
Opened
Doggo Casino — Delayed payment

Hi

I did deposit with my Revolut accaount and lose tousend off euro and i win 1200 i try to withdraw evry time the money returned back on my casino account , i verification my account then try 5 more time to do withdraw but my withdraw was not approvod becouse i have revolut accaount , when i was asking if i can do withdraw on my swidish accaount i try to verification my swedish dokument they say they have 24/7 live support they dont answer , maybe once a day and its 7 days know i try to withdraw my money

cool3r
FinlandFinland
Dec 10, 2023
$300
Opened
Slootz — Delayed payment

Hi,

I have been waiting for withdrawal processing since 27.10.23

They have not responded to my email. Live chat say every week that the withdrawal will be processed in the next few days. Those are long days...

Mosby33
CanadaCanada
Dec 08, 2023
$1000.00
Opened
House of Spins — Delayed payment

My complaint is not paying me my winnings of $1000.00. I submitted a withdrawal request on November 21 2023 and I still have not been paid out. I would appreciate any help or advice you can give me. Thank you , Paula Silk

hopkajanos
HungaryHungary
Dec 06, 2023
$2,000
Opened
TokenDevils — Delayed payment
on the page there is an exception for money within 36 hours. I have been waiting for my payment for the 4th day and I still haven't received it. The support keeps saying in the chat that he doesn't know when I will receive it. They do not respond to emails about this.
15 / 187
8%

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.