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These vary from non-payment, slow-payment to bonus denials. We take these complaints seriously and try and help as much as we can.
For obvious reasons, the casinos we do not work with are not that keen to be very cooperative.
So please do a casino search on our site prior to your submission. If the casino in qestion is not listed be aware that there is not that much we can do.
We will still try, however, we just want you to be aware that the chance for a solution is lower. Please click on the link below to send us your complaint and we will look into it as soon as possible.
Please be aware that we do this for free and it does take up quite a lot of our time, so please be patient. Casino Complaint submission A casino is giving you a hard time?
Maybe we can help. Again: For the best outcome it should be a casino listed on our site. Your user or account ID at the casino.
After some heavy media attention in online gambling companies have come under serious pressure to validate all offers with clear and accurate terms and conditions within close proximity to any headline copy.
Despite this, we still regularly see contradictory and confusing terms relating to welcome offers, so tread carefully if you have ambitions to profit from your bonuses.
Common areas of confusion are wagering requirements are they on bonus amounts, or bonus and deposit amounts? In this case, ignorance will not be a sufficient excuse.
If you are in any doubt, speak to a customer support agent. Should you open a second to claim yourself a second bonus, you are like to have your account shut down and your money taken.
And you will almost certainly fail in the account verification process should you try to withdraw any winnings.
Terms and conditions must be clearly expressed, and even if you have contravened them, you may still be able to proceed successfully with a complaint if you feel that the conditions of the bonus have not been explained properly.
Withdrawal procedures are a massive bug bear for many online slot players. Whilst some casinos are now willing to process cash outs almost instantly, others will insist on hanging on as long as possible, many believe in the hope that you will reverse the money back into your casino account and lose it.
This is a very common issue, and there are steps you can take to pressure your casino to process your transaction quicker — try to keep a cool head and follow the procedures outlined below.
It prevents fraudulent activity and underage gambling. An essential pain new customers have to go through, it can cause disputes where it appears that operators are delaying payouts in the early stages of a customer lifetime.
Make sure you follow instructions closely and you should avoid any lengthy disputes. The rules on self-exclusion for online gambling operators are clear.
If a player chooses to self-exclude then access to their account must be blocked and they should receive no marketing communications until the period ends.
In received a huge fine for failing to keep to these terms. If you do receive email marketing, or are able to access your account during your self-exclude period then should you lose money you will have a case.
At the same time, if you choose to self-exclude from a casino, you must do your utmost to stick to your resolution.
Re-registering with fraudulent details will not be an excuse if you lose a lot of money under a second or third account.
Online casino and slot sites are very wary of disputes over self-excluded accounts, and you must have a strong case if you wish to complain.
Game errors are rare. For instances where a game does malfunction or freeze most casinos will have a disclaimer in their terms and conditions absolving them of responsibility.
You may be reliant on the good will of the casino to help you here, but there are also game logs held by the software supplier that can help resolve these issues.
If you experience a game freeze where connection is lost, before raising it with the casino, try logging off and on again.
Your game should re-start where it left off. To avoid getting into disputes with criminal enterprises, we recommend that you always check any casino you register with to see that it holds a UK license.
The first step you should take is to raise your issue with the casino itself. Remember, they are required by law to look into it and do all they can reasonably to help you.
You can find the contact details for your casinos on their website. Once you have raised your complaint and presented all the information you have, the casino should follow its own complaints procedure and then tell you the outcome.
In the event that your complaint is rejected, if you wish to pursue your dispute further, then you can raise it with an Alternate Dispute Resolution body ADR.
Using an ADR is a free service. You can only go down this route once you have completed the official complaints procedure of the online casinos.
Sites that bear the eCORGA seal have met high standards and are monitored continually to ensure standards are maintained. This organisation also act as an ADR provider for players who have a complaint to raise with any of their approved sites.
To escalate a complaint, you must use the official form. IBAS is another independent service that will adjudicate where a dispute arises between a player and an operator.
They will look at the operator terms and conditions whilst considering your complaint. A list of IBAS operators can be found on their website.
A ruling by IBAS is not binding on the operator and the customer, but is without prejudice to any legal proceedings that may follow.
So, in circumstances where your casino complaint is in reference to an advertisement, if you feel that the advertisement was misleading in any way, or unclear in its presentation of terms and conditions associated with the offer, then you may have a case to take to the ASA.
As well as dealing with complaints about misleading advertising, the ASA will also look at those relating to gambling ads that may be deemed to be socially irresponsible because they target under 18s or vulnerable people.
They will not adjudicate on complaints made by a customer about an online casino. If you believe that an operator has behaved in a way that contravenes the terms of their UK license however, you can report them to the Commission.
Under the terms of a license, a casino must not allow their business to be used as a way for criminals to profit, nor should they promote their service to under 18s.
In the event that you cannot resolve your complaint with your online casino, or the appointed ADR, a final resort could be to raise your complaint through the press or social media.
Online gambling and the actions of operators are currently hot topics in the news, and no-one wants to get bad press.
In social media, you can contact your operator through their twitter handle or facebook page for all their followers to see.
Ultimately, your best options are the standard complaints procedures outlined above. There are some really good player forums in the casino industry that you can use when you feel that you have not been treated fairly.