How to Complain about Online Casino?

If you need to complain about an online casino website, this is what you need to know and do:

It is not uncommon to encounter issues while non gamstop betting online.  The right step to take when you are dissatisfied with the quality of service at an online casino is to complain via the online casino’s contact points.  Most casino sites offer different communication channels, including email, telephone, and online chat.  

online casinos

It is worth mentioning that part of the UKGC license requirements is that a gambling site must have quick and accessible complaint procedures. Bear in mind in mind that these procedures may be slightly different from one casino to another.  In this article, we will explain the steps you must take to lodge a complaint at the casino not on gamstop site.  Before then, here are some of the common complaints at online casinos:  

  • Slow Withdrawals 
  • Terms and Conditions (Bonus terms) 
  • ID Verification 
  • Self-exclusion 
  • Technical Glitches and Errors 

How to Lodge a Complaint at an Online Casino? 

Making a complaint at a gambling site is pretty easy if you know the right step to take.  Most online non UK casinos have multiple contact points, including online chat, telephone, and email.  Here is the step by step guide on how to lodge a complaint at casino site:  

Step 1: Choose your most preferred contact points.

Step 2: If you preferred means of communication is email, ensure that you include the following information in your message: 

  • Contact details 
  • Account Username 
  • Surname and First name 

3:  Provide detailed explanations of the issue you encountered in the body of the mail  

4: Send the mail the designated address and wait for your reply 

5:  If your preferred means of contact is a phone call, put a call through to the customer care agent via the phone number given on the website. 

6: Introduce yourself and state your details on the platform.

7: Lodge your complaints

8: You can chat live with the customer agent if you prefer to contact the agent via online chat.

The online casino will carry out its investigation on the issue. The customer agent will contact you after the completion of the investigation. If you are not happy with their resolution, then you can contact an Alternative Dispute Resolution body.  

Alternative Dispute Resolution Body 

This is a body that helps to mediate between a player and the online casino.  The essence of this mediation is to reach a solution agreed upon by the parties involved.  Alternative Dispute Resolution is also known as ADR. 

To use an ADR services, you must have passed through the casino’s internal complaint procedure.  The ADRs recognized by the UK Gaming Commission include the followings: 

  • eCOGRA 
  • ADR Group 
  • ProMeditate 
  • Independent Betting Adjudication Service 


Lodging a complaint at an online casino is not confusing; all you need to do is click on the “contact” tab on the website.  Then, you will be directed to a page showing the different contact points of the gambling site.  As stated above, you are advised to contact an Alternative Dispute Resolution body if you are not satisfied with the proposed resolution.  Furthermore, you can contact the UK Gambling commission if you are still not pleased with the services of the ADR you contacted.