This guide aims to help you understand the your options if you want to complain about your online casino, plus it covers the most complaints.
No online industry is 100% perfect. Whether its bad service from an online casino, cryptocurrency exchange or wallet, or eComm store, most of you at some point have come across an issue that required you to raise a complaint.
The same goes for online gambling, where player versus casino disputes happen all the time. If you have an issue with your online casino, then before you jump in and fire off a message, find out what you options are.
By reading and understanding the information put together by our online casino complaints experts, you’ll stand a better chance of resolving disputes with your online casino.
Three Options to File an Online Casino Complaint
In the following order, these are the options available to you to make a complaint about your online casino or sports book.
- Filing a complaint directly with the casino
- Filing a complaint with the Casinoplusbonus team
- Filing a complaint with the licensing authority the casino operates under
It is important that you note the order of complaints from one to three. The first place to log a complaint is with your online gambling platform before escalating your issue to number two or three.
The Most Common Complaints
This table gives you an idea of some of the most common complaints players make about online casinos. The most important point we’ll make here is that you should always make sure your complaint is legitimate, and you’ll see us mention this several times in this guide.
| Issue | Reason For Complaint |
|---|---|
| Withdrawal Delays | Significant delays or complications in processing withdrawals without clear communication or valid reasons or the casino refuses to approve a withdrawal. Usually, this kind of complaint is relatively straightforward to solve, but occasionally, you may need to escalate to the licensing authority or our team here at Casinoplusbonus. |
| Account Issues | Problems related to account verification, account suspension, or any unauthorised activity on your account. You can also read the next account verification section, the KYC ‘Know Your’ customer check. |
| KYC Check Issues | The KYC team rejects your information or is taking too long to approve your KYC information. Sometimes, some operators are overly invasive and ask for information you don’t have to provide. |
| Security Concerns | If you believe your personal or financial information has been compromised due to the casino’s security lapses. |
| Unfair Practices | Any suspicion or evidence of unfair practices, such as rigged games, unfair terms and conditions, or deceptive marketing. The most common complaints we’ve had accusing casinos of unfair game results turned out to be platforms with no licensing. |
| Bonus and Promotion Disputes | You feel the casino did not honour a promotion, bonus, or reward as advertised or promised. We’ve had complaints from people not signed up via our site asking for help because a bonus money to real money conversion was not honoured, and the player played just one slot throughout the entire bonus. |
| Discrepancies in Payouts | If there are discrepancies in your winnings, withdrawals, or account balance, they were not appropriately addressed. We often receive this complaint, but most of the time, they turn out to be fake, so please make sure you have proof that makes your claim legitimate. |
| Technical Issues | Persistent technical problems affect gameplay, such as game crashes, glitches, or server downtime, especially if they result in financial loss. |
| Ethical Concerns | If you encounter any unethical behaviour from the casino staff or management, you can make a complaint. This will usually result in the employee being reprimanded for improper actions. |
You can avoid many of these issues by choosing a reputable online casino operating under a trustworthy licensing authority. Many of the main pages here on Casinoplusbonus present online casino options, but before you join one of these platforms, please read casino reviews and ratings.
False and Illegitimate Complaints
By making a complaint to your online casino before using the Casinoplusbonus casino disputes experts or lodging a complaint with your licensing authority, we rarely come across false complaints. However, that doesn’t mean online casinos don’t have to deal with false complaints daily.
Here are some of the most common false complaints:
The casino rigged the games
If you are playing at an online casino with licensing, then claims the casino rigged the games are 99.99% of the time untrue. There are certainly casinos operating with no licensing, copying well-known online slots, and rigging the games.
If that is the case, making a complaint to the casino is probably a waste of time because they already know they’ve rigged the games. The moral of the story here is to play at an online casino with reputable licensing, which you can find out more via our guide to ‘Avoiding Casino Scams‘.
For more information about how difficult it is for online casinos to rig games, see the accompanying table.
| Breaking The Myth of Rigged Games |
|---|
| The casino does not control the game results; the software providers supply the casino with its games. |
| All software providers must pass an algorithm test with a third-party testing company. |
| Cryptocurrency games use a Provably Fair algorithm, which allows you to verify results for yourself. |
| All online casinos must produce regular payout percentage reports to their respective licensing authorities. |
The casino cheated me out of my bonus
There are some casinos that do cheat their players out of bonuses, but generally not those that operate under reputable online gambling licensing authorities. Although some have been known not to offer fair T&Cs, the bonus terms are debatable, which means you probably have a valid complaint.
Yet, in nine out of ten complaints we’ve received the issues are usually because of a bonus mistake or multiple account sign-ups to the same casino by the same player. All-in-all, casinos know a percentage of players will convert bonus money into real money, and they budget for this, so there is no need to cheat players.
The most common complaints that fail to get through are from players who placed bets to guarantee a win. For example, bet on red and black at the same time on roulette or Banker and Player bets simultaneously while playing baccarat – these types of complaints will ‘never’ work!
| Guides To Help You Understand Bonuses |
|---|
| How to Avoid Making Casino Bonus Mistakes Also known as bonus abuse. Before claiming a bonus or making a complaint about a casino bonus, please read this guide. |
| Casino Game Weights Explained If you play the wrong games, this could result in bonus abuse. |
| Avoid the Default Spin Bet Trap Some players complain the default bet was set to high and tricked them, which is a complaint that will never successfully get your money back. |
You Are Not Alone in Resolving Casino Disputes
The bottom line is if you have an issue with your online casino, there are avenues you can take to make your voice heard. Building on this, if your online gambling service ignores your complaint or denies any wrongdoing but believes you have a case, you have additional support.
If you signed up for an online casino via Casinoplusbonus and feel the need to escalate your dispute, then use the option on this page to visit the Casinoplusbonus complaint guide. Also, don’t forget you also have the licensing authority that can help you, and we provide a separate guide to help you understand how to complain to different licensing authorities.
Want to ask a question? Please read the FAQs below, and if the answer is not there, please feel free to leave a comment in the box below, and we’ll get back to you within 24 to 72 hours.
FAQ
Who do I contact if I have a complaint about my online casino?
- Step 1: Contact your online casino’s complaints department
- Step 2: If you need to escalate the issue with your online casino, contact Casinoplusbonus or the licensing authority your casino operates under.
What are the common reasons for complaints against online casinos?
You may need to file an official complaint for any number of reasons. Withdrawal delays, account issues, KYC check issues, security concerns, unfair practices, bonus and promotion disputes, payout discrepancies, technical issues, and ethical concerns.
What should I do if my withdrawal request is delayed?
Contact the casino’s support first. If unresolved, escalate to Casinoplusbonus or the licensing authority.
How can I verify if my online casino is licensed and reputable?
Check the casino’s licensing information on their website and cross-verify with the licensing authority’s site.
Can I complain about a casino bonus not being honored?
Yes, if the bonus terms were not met as advertised, you can file a complaint with the casino, Casinoplusbonus, or the licensing authority. However, before you do, make sure you fully understand how bonus rules work.
What are the typical resolutions for common online casino complaints?
It depends on the complaint and the gambling laws of the jurisdiction you are playing from. However, the most common resolutions result in refunds, account reinstatement, withdrawal processing, bonus reallocation, and more.
How long does it take to resolve a casino complaint?
Rest assured, the resolution process is fair and typically takes a few days to a few weeks, depending on the complexity and the parties involved.
What happens if my complaint is found to be false?
False complaints may be dismissed and in some cases, can lead to account suspension. If your complaint is due to losing money and you know you’ve over-gambled, please read our ‘Help for Problem Gambling’ guide in the footer of every page on the Casinoplusbonus website.
Is there a way to prevent issues with online casinos?
Yes. Make sure you choose reputable and licensed casinos with good player feedback and a high score given by our casino review experts. Although this may sound tedious, you should also make a point of reading the casino’s terms and conditions carefully as well as guide under our casino advisor category.