Player Protection

Dispute Resolution Center

We advocate for fair treatment and help resolve issues between players and casinos

92%
Resolution Rate
48hrs
Avg. Response Time
8.9M
Recovered for Players

Simple 4-Step Process

Submit Complaint

File your complaint with all relevant details and supporting evidence

Initial Review

Our team reviews your case within 48 hours and may request additional information

Mediation

We contact the casino on your behalf and work toward a fair resolution

Resolution

Case is closed when a resolution is reached or all options are exhausted

Our Commitment to You

We believe every player deserves fair treatment and transparent service from gambling operators. Our dedicated team works tirelessly to advocate for your rights and ensure you're treated fairly.

  • We review every complaint thoroughly and fairly
  • We maintain your privacy and confidentiality
  • We never charge players for our mediation services
  • We use our industry relationships to push for resolutions
Submit a Complaint

For urgent issues requiring immediate assistance, please use our emergency contact options.

Expected Resolution Timeline

Initial Review
1-2 Days
Casino Contact & Investigation
3-7 Days
Negotiation & Mediation
7-14 Days
Resolution & Follow-up
14-21 Days

*Complex cases may require additional time. You'll receive regular updates throughout the process.

frequently asked questions

Frequently Asked Questions

Everything you need to know about our complaint resolution process

How long does the complaint process take?

The average resolution time is 14-21 days, although this can vary depending on the complexity of your case and the responsiveness of the casino. Simple issues like bonus disputes may be resolved in as little as 5-7 days, while more complex cases involving technical verification or larger sums might take 30+ days. Well keep you updated on your case status throughout the process.

Will the casino know my identity when I make a complaint?

Yes, we need to share your identity with the casino to effectively mediate your complaint. This typically includes your name, email address, and account details. However, we never share your personal contact information, address, or payment methods. If you have serious privacy concerns, please mention this in your submission and we can discuss options.

Do I need to pay for your complaint mediation service?

No, our complaint mediation service is completely free for players. We never charge fees for handling disputes or securing resolutions. Our service is funded through affiliate partnerships with responsible gaming operators, but this never affects our impartiality in dispute resolution.

What information should I include in my complaint?

For the most effective handling of your complaint, include:
  • Your casino account details (username/email)
  • Date(s) of the incident
  • Detailed description of what happened
  • Copies of relevant communication with the casino
  • Screenshots of games, transactions, or terms in question
  • The specific outcome you're seeking

Can I submit more than one complaint at a time?

Yes, you can have multiple active complaints, but we recommend focusing on one issue per submission. If you have multiple issues with the same casino, it's usually more effective to include all related problems in a single, well-organized complaint. For issues with different casinos, please submit separate complaints.

Will submitting a complaint affect my account with the casino?

Reputable casinos do not penalize players for filing legitimate complaints. Our mediation is professional and focused on fair resolution rather than confrontation. In our experience, the vast majority of operators engage constructively with our process. If we ever encounter retaliatory behavior from an operator, we take this very seriously and factor it into our casino ratings.

What if I'm not satisfied with the resolution?

If you're not satisfied with the resolution, you can request a review within 14 days. A different case manager will re-evaluate your case. We also provide information about relevant gambling authorities and regulatory bodies you can escalate your complaint to. In some cases, we may refer you to legal resources if your case requires further action beyond our capabilities.

Still Have Questions?

Our support team is here to help you navigate the complaint process.

Submit a Complaint
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Player Advocacy Resources

UK Gambling Commission

Websiteinfo@gamblingcommission.gov.uk+44 121 230 6666

Malta Gaming Authority

Websiteinfo@mga.org.mt+356 2546 9000

Gibraltar Regulatory Authority

Websiteinfo@gra.gi+350 200 74636