Complaints Procedure

Which kind of complaint is it?

• About this website — something we published is wrong, misleading or unfair; a recommendation looks commercially motivated; a data request was mishandled. That is ours and the procedure is below.
• About a casino — a withdrawal, a bonus, an account closure, a disputed spin. We have no access to your account and cannot intervene. Skip to the second half of this page.

Complaints about this website

Step 1 — Write to us

Email [email protected] with Complaint in the subject line. Please include the page, what is wrong with it, and what you think the correct position is. Screenshots help, particularly for figures that do not match what you see in the game.

Step 2 — Acknowledgement

We acknowledge within two working days and give you a reference. If we can fix it immediately — a wrong number, a broken link, an out-of-date bonus — we usually just do that and tell you it is done.

Step 3 — Investigation and response

A substantive response follows within ten working days. We check the claim against the in-game paytable or the operator's own terms, correct the page if we were wrong, and tell you plainly if we think we were not.

Step 4 — If you are not satisfied

Reply and say so, and a second person reviews it from scratch. If we still disagree after that, we will say so clearly rather than leaving the thread open indefinitely. Complaints about gambling advertising standards can be taken to the Advertising Standards Authority at asa.org.uk; data protection complaints go to the Information Commissioner's Office at ico.org.uk.

Complaints about a casino

We are an information service. We cannot release a withdrawal, unlock an account, restore a bonus or overturn a spin result — we have no access to any of it. What follows is the route that does work.

Step 1 — The operator's own complaints process

Every UKGC-licensed casino must have one, and it must be published on their site. Use live chat or their complaints email. Get a reference number, keep every message, and note the date you first raised it. Most operators must respond substantively within eight weeks.

Step 2 — Alternative Dispute Resolution

If the casino has not resolved it within eight weeks, or has issued a final response you disagree with, escalate free of charge to their ADR provider — an independent adjudicator named in the operator's terms and conditions. Common UK ADR bodies include IBAS and eCOGRA.

ADR is free to you, and the decision binds the operator. It is by some distance the most effective step available, and it is the one most players never take.

Step 3 — The Gambling Commission

The UKGC does not adjudicate individual disputes and cannot get your money back. It does regulate operators, and it acts on patterns. If a casino has broken its licence conditions, report it at gamblingcommission.gov.uk — your report contributes to the record even though it will not resolve your own case.

Step 4 — Financial and legal routes

For payment-specific problems, your bank's chargeback process may apply, and the Financial Ombudsman Service can consider complaints about the payment provider. For anything larger, take independent legal advice — Citizens Advice offers free guidance including on gambling-related debt.

Tell us anyway

We cannot resolve a casino dispute, but we do want to know about it. If an operator listed on this site is delaying payouts, applying terms inconsistently or closing accounts without explanation, that is exactly the information that decides whether it stays on the page.

Several readers reporting the same operator carries more weight with us than any commission arrangement does — see the affiliate programme page for why that is a rule and not a slogan.

If the issue is your own gambling

Complaints sometimes turn out to be about losses rather than about conduct. If that is where you are, free and confidential help is listed on our responsible gaming page, including the National Gambling Helpline on 0808 8020 133.