Resolving disputes and making complaints

Nobody wants a dispute, whether the player or the casino. They take up time, they cause frustration and they can cost money. But, from time to time, the odd dispute is unavoidable. 

With that in mind, we’ve created this guide to help you understand what to do and how to do it, if you need to raise a dispute with a casino. By the time you’ve finished reading this guide, you’ll understand the complaints process, be clearer on your rights, and have details of organisations to contact if you need some help. 

Player protection

There are various options when dealing with a casino dispute and they depend on whether the casino you’re playing at is licensed or not.

The casino in question has a licence 

Your first port of call is the casino’s customer support. Explain your problem. Sometimes the casino will right their wrong, other times, you’ll have to escalate. Before escalating, you need to find out who governs the site. 

Consumer protections vary by country, and you may find the support variable. Check which regulator the site has been licensed by. A licensed slot site will display its accreditation clearly on its website. Look out for a licence from the likes of the Gibraltar Gambling Commissioner (GGC), Curaçao Gaming Authority, Malta Gaming Authority, Kahnawà:ke Gaming Commission (KGC) or the Kansspelautoriteit (KSA). 

If you haven’t had a satisfactory response from the slot site then your next step is to contact the authority who issued their licence.  

The casino in question doesn’t have a licence

Firstly, you are strongly advised not to play at an unlicensed site – you are exposing yourself to a myriad of risks. If you do get into a dispute though, by all means contact the unlicensed casino directly but there is no guarantee of a response let alone a resolution. And there is nowhere to escalate your problem.

Our advice is to only ever play at a licensed slot site.

First contact

Sometimes the simplest solution is the most effective. It’s always a good idea to contact the casino’s customer support team, explain your problem, and see if they can solve it. Sometimes this is as far as the dispute needs to go, saving you time (and a headache).

If customer support can’t solve your problem then it’s time to tackle the next step.

Your rights

Depending on which regulatory body has licensed the slot site you’re in dispute with will determine your next move. There are 2 parts to this:

• The support and protections that the regulatory body provides to players at casinos under their jurisdiction will vary. You will need to explore the regulatory body’s website to see what processes they undertake to handle player complaints. You will need to provide them with information and evidence.
• Depending on the outcome of the above you may need to explore your options under consumer law in the country where the casino is based. This could get tricky if any of the 3 parties concerned (player, slot site or regulatory body) are in different countries.  

Knowing your rights 

As soon as you deposit real money at a licensed slot site, you automatically have rights. Knowing your rights is key to ensuring you’re getting a fair deal, and that you’re being treated with respect. But for most of us, rights aren't something that so much as crosses our minds until something goes wrong.

So what rights can you reasonably expect as a player? 

Clear terms and conditions

It’s no fun sifting through terms and conditions, but it’s fair to expect that the terms and conditions of all casinos should be:

• Clear and easy to understand
• Use basic language
• Avoid legalese

In short, you should be able to read and understand the T&Cs. If you weren’t able to understand the terms and conditions as they did not fulfil one (or more) of the above criteria, then you may have recourse under the consumer rights law of the country where the casino operates.

Fair terms and conditions

As well as being clear, consumer contracts should also be fair. This applies to every clause in the T&Cs. The biggest hurdle to overcome here is the definition of 'fair'. There is no knowing exactly which terms would be found to be fair or otherwise. But, if you strongly think there’s an unfair term, this could be another point for your case.

Fair treatment

As well as fair terms, the casino should treat every customer fairly. That means you should expect to be treated just as well as any other player. 

Regulatory bodies

Listed below are some of the main gambling regulatory bodies around the world. If you need to escalate a complaint, check to see which regulator has licensed the casino you are in dispute with.

• Malta Gaming Authority / Lodge a complaint
• Gibraltar Gambling Commissioner / Contact 
• Curaçao Gaming Authority (CGA) / Contact
• Kahnawà:ke Gaming Commission (KGC) / Contact
• Netherlands Gambling Authority / Contact
• Isle of Man Gambling Supervision Commission / Complaints
• Alderney Gambling Control Commission / Contact

There are, however, dozens of other international regulators. If your casino is licensed, but not by one of the regulators listed above you should contact the International Association of Gaming Regulators as an initial point of contact. 

Complaint

You’re aware of your rights and you’re ready to start the complaints procedure, but where to begin? The first step is crucial – collect your evidence. 

Make sure you have the exact details of what went wrong and when. Make a note of what should have happened, and where the casino is at fault. Make sure to write this out in full, with dates, and to strengthen your case, reference the casino’s terms and conditions alongside regulator guidelines. 

How to present your case

Customer support should always be your first port of call. They can often solve the problem without you needing to make a formal complaint. Use the online chat service or email to raise your concerns, and ask someone to address your issue as soon as possible. Try to get a name.

Politely asking them to respond with a solution by a particular day/date can be a good way of ensuring things move at a reasonable pace. It will instil some degree of accountability.

What if customer support can’t help?

If customer support can’t help then the next step is to check out the formal complaints procedure. By presenting a logical, reasoned argument you have the best chance of a quick resolution from the support team. If they can’t help, then this evidence still makes a strong basis for the escalation of your issue. 

Before submitting a formal complaint in writing, ask someone – friend or family member – to read through your complaint. Is it clear? Have you made the points succinctly? Does it read in a logical order?

Escalating your complaint

The support team can’t help with your complaint, so it’s time to escalate. All this means is your complaint is reviewed by somebody more senior. Sometimes issues don’t get resolved on the first try, but on the second, even without making any amendments to your original complaint, they’re seen by someone who understands the situation better and wants to help.

Once you’ve escalated your complaint from initial customer support, and sent your next communication, allow some time for a response before taking your complaint externally. Again, try to get the name(s) of the people you’re communicating with.

Alternative Dispute Resolution

If you’re up against a slot site that can’t or won’t resolve your issue then it’s time to take it to a higher authority. This is known as Alternative Dispute Resolution and involves taking the matter to a recognised third-party dispute resolution body. 

Complaining to an ADR is free, but you may incur some costs if they need to do further investigating or collect more evidence down the line. That’s another reason to make sure your initial evidence collection is watertight. 

Different ADRs operate in different jurisdictions, so you’ll need to find an appropriate one for where you are raising your complaint.  

In terms of timescale, the ADR will usually resolve problems within 90 days. If it turns out you really have been given a raw deal then this step will almost always be the last. 

Remember: ADR isn’t just a rubber stamp in your favour – both sides present their case, and the outcome depends on the facts. That’s why it’s important to gather all your evidence and present it in a way that is easy to follow.

Some international ADR providers

• eCOGRA (eCommerce Online Gaming Regulation and Assurance) Offers dispute resolution and fairness auditing for online casino platforms.
• International Chamber of Commerce (ICC) International Court of Arbitration, France
• Singapore International Arbitration Centre (SIAC), Singapore
• Stockholm Chamber of Commerce (SCC), Sweden
• Swiss Chambers' Arbitration Institution S(CAI), Switzerland
• Asian International Arbitration Centre (AIAC)
• Vienna International Arbitral Centre (VIAC), Austria

Legal proceedings

This is the last step in the chain and it’s a big one. Your best bet is almost always to avoid going to court if you can. There’s absolutely no guarantee of success, it can be exceptionally expensive, and even if you do win it can be emotionally draining. Going to court really is a last resort and a course of action you really need to consider carefully. And crossing borders into other countries will make this process even more arduous and expensive. 

While they do make the news from time to time, cases like the Paddy Power pay-out case in the UK are exceptionally rare. If you can avoid going to court then you should, but if you’re convinced you have a case, here is what to do.

So, you really need to make sure you’re prepared

Revisit your complaint, making sure all of the evidence you have is watertight. Take screenshots of any correspondence between yourself and the casino. Find ways to prove your timeline and the complaint itself. The more time you spend on solidifying your argument, the better your chances.

Get your funding sorted

While it’s unusual for a player to win against a casino in court, it’s even more unusual for a player without a lawyer to win against a casino. You’re almost certainly going to need legal help for this battle, so prepare your funding, or consider a no win – no fee lawyer instead.

Prepare yourself emotionally

Court battles tend to be quite drawn out, so prepare yourself for a long and potentially draining process. Court should always be your last resort. The process is long, costly, and stressful – and there’s no guarantee of success, even with strong evidence. If you can resolve your issue with the casino or through ADR, it’s almost always the better option.

Summary

One of the most important things to remember is that casinos want you to have a good time. Their whole business model is based around it! So, if you’ve got a complaint, they’ll often be keen to solve the problem quickly. Approaching the customer support team amicably, with a brief outline of your problem is the simplest and least stressful approach.

Sometimes things don’t work out this way and that’s where you need to be prepared to step things up. Gather your evidence, know your rights, and present your case professionally and confidently.