Who Do I Complain To About Online Casino?

Complain to the casino's licensing authority (UKGC, MGA), use Alternative Dispute Resolution (ADR), or file with consumer protection agencies like ACMA. Licensed operators must offer ADR free if unresolved within 8 weeks [citation:8]. For Australian players, ACMA provides an interactive gambling complaint form [citation:4].

1. Internal dispute: Contact casino support with formal written demand including account details, proof of balance, withdrawal request ID, submitted documents, specific timeline [citation:8]
2. Alternative Dispute Resolution (ADR): Licensed operators must offer ADR free if unresolved within 8 weeks [citation:8]
3. Licensing authority: UKGC, MGA, Kahnawake, or Curaçao depending on casino license [citation:1]
4. Consumer protection: ACMA for Australian players [citation:4]
5. Payment channel pressure: Bank/e-wallet dispute if deceived

• Must offer dispute resolution free of charge if unresolved within 8 weeks [citation:8]
• Must choose an approved ADR provider and tell customers which is relevant [citation:8]
• Should be binding for disputes under £10,000 if accepted by customer [citation:8]
• For disputes over £10,000, mediation or non-binding adjudication can be used [citation:8]
• Must retain appropriate records — failure may result in disputes resolved in customer's favor if evidence cannot be produced [citation:8]
• Must provide information in clear, comprehensible, accessible way — including ADR provider name, contact details, website address [citation:8]

• Account details: username, registered email/phone
• Proof of balance and withdrawal: screenshots, withdrawal request ID, timestamps
• Full chat/email logs with support (export if possible)
• Terms and conditions as of play/withdrawal time
• KYC submission proof: uploaded docs list, timestamps, confirmations
• Deposit and withdrawal rails: bank statements, e-wallet transaction IDs