How To Make A Complaint About An Online Casino

Q: How To Make A Complaint About An Online Casino

If you have a dispute with an online casino, follow the proper complaint process. We explain how to escalate effectively to recover your funds.

✓ Short answer

To make a complaint, first contact casino support and get a reference number. If unresolved in 8 weeks, escalate to their ADR provider (IBAS, eCOGRA) or licensing authority (MGA, UKGC). Gather all evidence: screenshots, transaction history, and communication logs.

📝 Step-by-step complaint process

Step	Action	Details
1	Contact customer support	Use live chat or email. Document everything. Get a reference number.
2	Escalate to complaints department	Request formal complaint handling. Casino has 8 weeks to respond.
3	Identify ADR provider	Find in casino's terms (IBAS, eCOGRA, The Pogg). Submit complaint.
4	Contact licensing authority	MGA, UKGC, or Curacao eGaming — report license breaches.
5	Public complaint forums	AskGamblers, CasinoMeister — casinos often respond publicly.
6	Chargeback / Legal action	Last resort for unresolved disputes.

💡 Evidence to collect before complaining

Screenshots: Account balance, withdrawal requests, bonus terms, game history.
Transaction records: Deposit confirmations, withdrawal attempts, bank statements.
Communication logs: Email threads, live chat transcripts (copy immediately).
Bonus terms: Save the wagering requirements at time of claim.
License information: Casino's license number and regulator from website footer.
ADR details: Which dispute resolution provider is listed.
Timeline: Record dates of all interactions and events.

🏆 ADR contact details:

IBAS (UK): ibas-uk.com — Most common for UKGC-licensed casinos
eCOGRA: ecogra.org — International dispute resolution
MGA (Malta): mga.org.mt — File license breach complaints
UKGC: gamblingcommission.gov.uk — License breaches only, not individual disputes

How to make a complaint about an online casino?

✓ Short answer

📝 Step-by-step complaint process

💡 Evidence to collect before complaining

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