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.
Step One: 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 Two: 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.
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 Three: 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://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.