Complaints Procedure

Complaints about this website

If something we have published is inaccurate, misleading or unclear, write to the editorial address on our contact page. Include the page, the specific passage and what you believe is wrong.

• We acknowledge within two working days.
• We investigate and respond substantively within ten working days.
• Where we got something wrong, we correct it and note the correction on the page.
• Where we disagree, we explain our reasoning and the source we relied on.

Corrections are not a sensitive subject for us. A guide that quietly leaves an error in place is worth less than one that fixes it in public.

Disputes with a casino

We have no access to any casino account and no authority over any operator. A commercial relationship does not change that — we cannot release a withdrawal, restore a bonus, unlock an account or overturn a voided bet. What follows is the process that does work.

Step 1 — the operator's own complaints process

Every UKGC-licensed operator must have one, and it must be published on their site. Start there, in writing rather than on live chat, and include:

• Your account username or ID.
• Dates, times and amounts involved.
• Screenshots of the relevant screens or transactions.
• A clear statement of what outcome you are seeking.

Keep every reply. Operators are expected to resolve complaints within eight weeks and should acknowledge far sooner than that.

Step 2 — alternative dispute resolution

If the operator rejects your complaint, or eight weeks pass without resolution, you can escalate free of charge to their ADR provider. Every UK licence holder must be signed up to one, and the name is stated in their terms and on their complaints page — common providers include IBAS and eCOGRA.

• ADR is free to you; the operator pays for the scheme.
• The decision is binding on the operator, not on you.
• You keep the right to go to court if you are not satisfied.
• Most cases conclude within a few weeks of submission.

Step 3 — the Gambling Commission

You can report an operator to the UKGC at gamblingcommission.gov.uk. It is important to understand what this achieves: the Commission uses reports to regulate the industry and can sanction a licensee, but it does not arbitrate individual disputes and cannot recover money for you. Report to it in addition to ADR, not instead of it.

Common disputes, and what usually resolves them

• Withdrawal delayed — almost always incomplete verification. Confirm every document has been accepted, not merely uploaded.
• Bonus voided — usually the maximum-bet-per-spin rule while wagering. Check the terms you accepted; the cap is frequently £5.
• Account locked — routinely triggered by a verification review or a safer-gambling check. Ask in writing for the specific reason.
• Disputed game outcome — operators keep full round histories and can reproduce any spin. Request the log for the specific round rather than describing it.
• Marketing after self-exclusion — a serious licence breach. Report it to both the operator and the Gambling Commission.

A word on timing

Complaints are far easier to resolve while the evidence is fresh. Screenshot first, complain early, and keep everything in writing — a live chat transcript you did not save is worth very little six weeks later.