When you encounter an issue with an online casino, remember that you have the power to address it. This guide empowers you with the correct steps to file a complaint with your online casino, putting you in control of the situation.
Preparing Information for Your Online Casino Complaints Department
The key to successfully resolving an online casino complaint is being prepared and ensuring you have a legitimate claim. That means gathering proof of an issue, making this information clear and concise, and then head to the footer of your casino to find its complaint procedure.
Below are the three stages you can follow to clearly and concisely file a complaint with your online gambling provider:
My Casino Has No Clear Complaints Procedure: Contact live chat or email support to ask how to file a complaint. If the complaint goes unanswered, then skip to section below ‘Escalating Your Online Casino Complaint’.
Opening a Casino Dispute With Your Online Casino Before Escalating
Filing a complaint with your online casino should be your first port of call. If you complain directly to the CasinoPlusBonus team or your online casino’s licensing authority, neither of us can help.
Here are the reasons why:
- Give The Casino a Chance: If you make a complaint, the casino’s support team will amicably resolve your complaint nine out of ten times.
- Casino Rejects Complaint: If we make a complaint on your behalf and the casino sees your account has no complaints open with its support team, the usual response is for us to ask you to file a complaint directly with the casino.
- Analysis: We and the licensing authority need to see efforts made to contact the casino’s support team to make an effort to resolve your complaint. This is so we can analyse your complaint and the casino’s responses to determine if we can find any middle ground or grounds to reprimand the casino.
- Contacting Casino Complaints: Once we have all the information, the Casinoplusbonus complaints team or the casino’s licensing authority can arrange to file a complaint with the casino, letting the complaints team know we are now handling the matter.
How do you know when to escalate your complaint?
Each complaint can come with different circumstances; however, here are some of the most common reasons casino players can legitimately escalate their complaints.
- No response after several requests to resolve an issue, although this is rare.
- If there are long delays between your emails and replies by the casino, it usually indicates the casino is avoiding the situation.
- The casino refuses to acknowledge your complaint and repeatedly requests to close it.
- This is a legitimate reason to escalate if the casino closes the complaint without your consent.
- Unclear and impersonal responses are continuous streams of copying and pasting the casino’s T&Cs or directing links for more information.
AI (Artificial Intelligence) Responses: In today’s modern age AI responses are becoming increasingly common. Often complaining to an AI bot does not resolve your issues, and therefore gives you a legitimate reason to escalate your complaint.
Escalating Your Online Casino Complaint
If you cannot solve your casino dispute via its complaints team, you have two options. Both are listed below, and there are links to guides below that will explain how to use each of these options to escalate your complaint.
- You can contact our Casinoplusbonus complaints experts if you have signed up for a casino via our iGaming portal.
- If you did not sign up via our website and just happened across this guide, you can escalate your complaint to the affiliate site you signed up from or your online casino’s licensing authority.
FAQ
Why should I use my online online casino’s complaints procedure before escalating?
Your online gambling platform will want the chance to deal with your complaint before you escalate. Also, we have tried this route, and the casino always asks us to request that you make a formal complaint first.
What options do I have to escalate my online casino dispute?
You have two choices. Either contact us here at Casinoplusbonus via our casino complaints page or contact the licensing authority that oversees your casino’s gambling activities.
What happens if my casino has no complaints procedure?
All online casinos operating under a licensing authority should have a complaint procedure in the footer. However, if this is not the case, you can contact the support team via email or live chat.
What happens if I receive no response from my casino after making a complaint?
You should try to follow up on your original complaint and let the casino know you will seek help from a third party if they fail to answer it.
Why is information gathering so important?
The licensing authority needs this information to ensure the casino has followed procedures according to player protection rules. With all the information at hand, should the dispute escalate to legal mediation, the mediation service will have all the necessary information to negotiate a fair settlement.
Do I have to pay for mediation services provided by my licensing authority?
No, these are free services provided by the licensing authority. However, if mediation does not satisfy your needs, the next step is a legal battle, which could cost you unless you can find an expert no-win, no-fee lawyer.
Which licensing authorities have the best online casino complaints procedures?
The MGA (Global), AGCO (Canada), and the UKGC (the UK) must enforce strict consumer rights laws passed down by the governments in their respective countries. One of the rules is that every customer complaint must be reviewed, and the casino cannot close the dispute until both parties are happy, or the casino could face a hefty fine.
I don’t live in the EU, am I covered by the MGA licensing authorities’ consumer rights laws?
Yes. Free mediation is available to EU and non-EU citizens playing at any online casino operating under the MGA.