Complaint Guidelines
What is Our Complaint Service?
We provide a free mediation service between players and online casinos. Our goal is to help resolve disputes fairly and transparently. While we cannot guarantee a specific outcome, we use our industry expertise and relationships to advocate for players who have legitimate grievances.
When Should You Submit a Complaint?
You should submit a complaint when:
- You have already contacted the casino directly and could not resolve the issue
- The casino has not responded to your inquiries within a reasonable time (typically 7-14 days)
- You believe the casino has violated their terms or treated you unfairly
- Your withdrawal has been delayed beyond the stated processing time
- Your account has been closed or winnings confiscated without valid reason
Types of Complaints We Handle
Withdrawal Issues
Delayed payments, denied withdrawals, or payment processing problems.
Bonus Disputes
Unfair bonus terms, denied bonuses, or wagering requirement issues.
Account Issues
Account closures, blocks, or access restrictions without valid reason.
Verification Problems
KYC delays, excessive document requests, or verification rejections.
Technical Issues
Game malfunctions, lost bets, or platform errors affecting your balance.
Unfair Terms
Hidden terms, retroactive rule changes, or predatory conditions.
Our Resolution Process
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1
Submit Your Complaint
Create an account and fill out our complaint form with all relevant details and documentation.
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2
Initial Review
Our team reviews your complaint within 48-96 hours. We may request additional information if needed.
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3
Casino Contact
We contact the casino on your behalf and present your case. The casino typically has 16 days to respond.
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4
Mediation
We facilitate communication between you and the casino, working toward a fair resolution.
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5
Resolution
The complaint is resolved, rejected (if unfounded), or closed (if unresolved despite best efforts).
What to Include in Your Complaint
- Clear description of the issue with dates and amounts
- Screenshots or copies of relevant communications with the casino
- Your casino username and registered email (kept confidential)
- Transaction IDs or withdrawal request numbers
- Any documents the casino has requested or you have submitted
Important Notes
- We cannot help with complaints involving illegal gambling in your jurisdiction
- We cannot reverse legitimate self-exclusion or responsible gambling measures
- We cannot assist if you violated the casino's clearly stated terms
- Your complaint becomes public (personal details are kept private)
- Be honest and provide accurate information - false claims will be rejected
Ready to Submit a Complaint?
If you have read and understood these guidelines, you can proceed to submit your complaint.