Complaints

Grievance procedure

We help players and online casinos resolve their problems quickly and fairly. We know that sometimes, even the best casinos can have problems that need solving. That’s why we’re here. Our goal is to give players a place where they can talk about their problems, get help and find solutions to their casino issues. Whether you’re having problems with payments, games or anything else casino-related, our team is here to guide you through the process and make sure you get a fair and satisfactory solution. Below are the steps you need to take to file a complaint against a casino.

1. Incident documentation: Be sure to collect all relevant evidence related to your problem. This can include screenshots, account statements, emails exchanged with the casino, and any documents that might support your case.
2. Contact the casino’s customer support: Before filing a formal complaint, it’s essential to contact the casino’s customer support to see if they can resolve your issue directly. Keep a record of all communications for future reference.
3. File a formal complaint: If the casino doesn’t respond, or if the response is unsatisfactory, you can file a formal complaint. This can usually be done on the website of the regulatory body that licensed the casino. You’ll need to provide full details of the incident, as well as any evidence you’ve collected.
4. Consultation with a mediator: Some services, like ours, offer mediation between the player and the casino. We investigate complaints, act as an intermediary and help find a fair solution.
5. Follow-up: Once you’ve filed your complaint, be sure to follow up regularly. Sometimes procedures can take time, and staying proactive can help keep your case top of mind.

Complaints do not necessarily lead to blacklisting

Complaints about casinos do not automatically lead to casinos being added to our list of sites to avoid, as we follow a thorough evaluation process. We only blacklist casinos that fail to meet our evaluation criteria and repeatedly disappoint their players. We aim to ensure fairness and accuracy in the evaluation of casinos, and we take several factors into account before making such a decision.