Complaints and disputes
A withdrawal that does not arrive, a voided blackjack hand, a cancelled bonus: disputes with gambling operators are common. This page sets out the order of steps. We cannot act on your account; we can help you prepare the complaint.
1. Gather evidence
- Dated screenshots: balance, cashier, error messages.
- Transaction, game or live-round IDs.
- Chat transcripts and emails with support.
- The version of the terms in force at the time.
2. Support, then the formal complaint
Write to support first, describing the facts neutrally with the data. If that does not resolve it, use the complaints procedure in the operator's terms, often a dedicated email or form with set response times. Always ask for confirmation of receipt.
3. Beyond the operator
The next step depends on who licensed the operator. Many regulators require licensees to offer an independent dispute-resolution service and accept reports about licensees. Find the licence number in the operator's footer and check the regulator's own site for the procedure.
| Situation | Where to turn |
|---|---|
| Operator licensed in your country | operator, then its dispute service or your regulator |
| Operator licensed abroad | operator, then the foreign regulator's procedure, if any |
| Unknown or unlicensed site | little effective protection: do not deposit |
Live-table disputes
For a disputed hand or round, give table, exact time and round ID if available. Live studios record sessions and can review them. Table rules say what happens after a dealer error or a disconnection; quote them in the complaint.
Before you deposit
The best protection is checking the operator first: who runs it, which regulator licensed it, and whether that licence covers your country. Our review lists the checks.
When to stop
If a dispute pushes you to play more "to recover", or causes stress, stop. Start with the gambling help service of your country. Gambling Therapy offers free online support internationally, in several languages: gamblingtherapy.org.
Writing the complaint
Keep it short and factual: what happened, when, the amount, the IDs, what you asked for and what you were told. Attach evidence rather than describing it. State the outcome you want, for example payment of a withdrawal or a review of a hand. A calm, complete message is more likely to be escalated than an angry one.