Complaints Procedure

Complaints about this site

Write to [email protected] with “Complaint” in the subject line. Include the page, what you believe is wrong, and what you think it should say. Evidence is welcome and speeds things up considerably.

We handle complaints in three stages:

1. Acknowledgement within two working days. You get confirmation that it has been received and who is looking at it.
2. Investigation within ten working days. We check the claim against the source material. If a factual error is confirmed, the page is corrected and the review date updated.
3. Written outcome. You are told what we found and what we did. If we disagree with you, we explain why rather than simply declining.

If your complaint concerns gambling advertising standards rather than accuracy, you can also go directly to the Advertising Standards Authority at asa.org.uk. If it concerns how we handled your personal data, the Information Commissioner’s Office at ico.org.uk is the statutory route, and you do not have to come to us first.

Disputes with a casino — the correct order

UK licensing sets out a specific escalation path. Skipping a step will usually get your case returned to you, so follow it in order.

Step 1 — the operator’s own complaints process

Every licensed operator must have one, published on its site, and must give you a decision within eight weeks. Submit it in writing rather than by live chat so there is a record. Include your account reference, the dates and amounts involved, and screenshots of anything relevant. Ask explicitly for a final response — that phrase matters for what comes next.

Step 2 — alternative dispute resolution

If the operator’s final response does not resolve it, or eight weeks pass without one, the complaint goes to the ADR provider named in that operator’s terms — commonly eCOGRA or IBAS in the UK market. ADR is free to you, independent of the casino, and the outcome binds the operator. You normally have six months from the final response to file.

Step 3 — the Gambling Commission

The Commission does not adjudicate individual disputes and cannot recover money for you. It does regulate operators, and it acts on patterns of misconduct. Reporting a serious breach at gamblingcommission.gov.uk contributes to that record even though it will not settle your case.

Where payments are involved

If a card payment is disputed, your bank’s chargeback process runs in parallel and has its own time limits. Tell the operator you are pursuing one — some suspend account activity while a chargeback is open.

Complaints we cannot take

• Requests to recover money lost gambling. Losses at a licensed operator are not recoverable through us.
• Disputes about individual spin outcomes. Results are generated by certified RNGs audited by independent testing houses; only the operator holds the round logs.
• Requests to unblock a self-exclusion, at an operator or through GAMSTOP. That is deliberately irreversible.
• Anything requiring access to a casino account. We have none.

If the complaint is really about how much you are gambling

Disputes with an operator are sometimes the visible edge of a larger problem. If that sounds familiar, the National Gambling Helpline is free and confidential on 0808 8020 133, twenty-four hours a day, and GAMSTOP will block every UK-licensed site at once in a few minutes. Neither costs anything, and neither requires the dispute to be resolved first.