How and Where to Complain About an Online Casino

Sometimes situations arise where a player needs to resolve an issue with a casino, but direct communication with customer support does not help. This can be related to problems with bonuses, withdrawing funds, account blocking, or other matters. In this article, we will explain how to file a complaint against a casino.

Step One – make sure your complaint is received by the casino itself

In most organizations, independent websites, and other resources, before filing a complaint you will always be advised to exhaust all possible ways of contacting the casino to resolve your issue through normal communication channels. For example, this is listed as the first step in the complaint process on AskGamblers.

Most casinos outline their complaint submission and handling procedure in their Terms & Conditions (T&C) or in a dedicated section on the topic. First, pay attention to the period the casino allows for filing a complaint from the moment the disputed situation occurs. Depending on the casino, this period can vary significantly, ranging anywhere from 30 to 365 days.

Next, check which channels the casino uses to receive complaints from players. Casinos may accept complaints:

• In Live Chat

• By general customer support email

• By a dedicated complaints email

• By physical mail to the casino’s registered address

Usually, a complaint should include the following information: username, player’s full name, full date of birth, a detailed description of the problem including date and time of the incident. The request should be sent from the email address registered to the player account, or, in the case of a physical letter, from the postal address listed in the profile. Don’t forget to attach all relevant evidence supporting your case: screenshots, screen recordings, bank or e-wallet statements, and more.

Once the letter is sent, you should wait for an official response. If your complaint is assigned a case number, make sure to save it for further correspondence. Also, note the name of the agent, manager, or supervisor who handled your case — this will help speed up information retrieval if the matter needs to be escalated further.

The time frame for reviewing a complaint is usually specified in the T&C and averages from 10 to 14 days. If a thorough investigation is needed, the period may be extended, with the casino usually notifying the player.

Proceed to the next steps when:

• You have submitted the complaint through the casino’s official channels

• You have received an official response, but it is unsatisfactory

• Your complaint was acknowledged and there was communication, but no official response was ever provided, despite promised deadlines

• The casino did not react to your complaint at all, despite it being sent through all listed channels

Step Two – choosing where to escalate your complaint

Often, casinos state in their T&C what to do if the result of a dispute does not satisfy the player. Check the relevant section again for their recommendations.

If no such process is provided, the next step is to find information about the casino’s registration and active license. In most cases, licensing authorities have their own mechanism for handling player disputes. For example, the following regulators accept complaints directly from players:

1. Malta Gaming Authority (MGA)

2. Gibraltar Gambling Commissioner

3. Alderney Gambling Control Commission (AGCC)

4. Isle of Man Gambling Supervision Commission

5. Kahnawake Gaming Commission

6. Antigua and Barbuda Directorate of Offshore Gaming

7. Gaming Board of Anjouan

In some cases, licensing authorities do not accept complaints directly but forward them to other official bodies. This process may seem more complicated, but such organizations often treat player needs more seriously. Examples include:

1. UK Gambling Commission (UKGC) – accepts complaints via an ADR partner (e.g., eCOGRA, IBAS, ThePOGG)

2. Danish Gambling Authority (Spillemyndigheden) – forwards complaints to the government’s Center for Complaint Resolution or the European Consumer Centre (ECC Denmark) if the player is from the EU

3. Swedish Gambling Authority (Spelinspektionen) – directs players to the national consumer service Konsumentverket or the National Board for Consumer Disputes (ARN)

4. Finland – National Police Board / Veikkaus Oy – complaints against the state monopoly Veikkaus are handled via general consumer dispute channels (Kuluttajariitalautakunta)

5. France – ANJ (Autorité Nationale des Jeux) – disputes are resolved via an independent mediator (Médiateur des jeux), which is separate from ANJ

In some countries, there is no partnership with third-party mediators or a mechanism for filing complaints with the relevant state authorities. In such cases, if the player receives no positive resolution from the casino, the only remaining option is to take legal action. This applies to:

1. Germany – Glücksspielbehörde der Länder (GGL)

2. Italy – Agenzia delle Dogane e dei Monopoli (ADM)

3. Netherlands – Kansspelautoriteit (KSA)

If escalation to licensing authorities yields no results or takes too long

If the complaint review process is dragging on, even with third parties involved — or if there are no such third parties at all, as is often the case with unlicensed casinos or those hiding their registration details — it may be worth making the issue public. You can post your complaint on independent websites that support players and collect feedback:

• AskGamblers Casino Complaints Service

• Casino Guru Complaints Resolution Center

• Trustpilot

• Casinomeister

On Trustpilot and Casinomeister, your review may be noticed by casino representatives, prompting them to reconsider your complaint. On AskGamblers and Casino Guru, the casino will be notified of the complaint and asked to respond and resolve the matter. While none of these sites can force a casino to settle the issue, complaints posted here often receive faster responses, as casinos seek to protect their reputation.

Taking legal action as a last resort

If none of the previous methods have worked, or if there is no other option in your country, you will need to take the matter to court. The location where the casino is registered will determine where the lawsuit must be filed. This information is usually stated in the T&C or can be requested from customer support. For example, if the casino is registered in Malta, the case would need to be heard there. However, the player’s own jurisdiction also matters.

For example:

• If you live in the EU/EEA and the casino operates legally in your country, EU Regulation 1215/2012 applies — you can file a lawsuit in your own country if the services were provided to your address.

• In Canada and the USA, you can sue in the province or state if the operator is licensed there.

Therefore, to file a lawsuit, you first need to determine in which country it should be filed and which court level is appropriate for the claim amount. Once this is clear, the lawsuit is filed in accordance with the rules of the country where the case will be heard. Cases filed in the country where the casino is licensed generally have a higher chance of success.

Conclusion

Players should always research information about a casino and the risks involved before playing. This includes reading the dispute resolution procedure and evaluating your chances based on the casino’s registration and license details. Of course, few think about this when first signing up to play. Use all possible avenues to resolve your issue directly with the casino or through third parties following the process outlined above. Every case and complaint is unique, but there is always a path to resolution.