How to File a Complaint Against a Casino?
Updated: May 30, 2024
Published: May 30, 2024
Online casinos are considered one of the best resources for escapism by many people. They serve as not only entertainment avenues, but some of the casino games they offer to act as gateways to nostalgic memories.
But then, it is no secret that technology is not foolproof. As a player, you can encounter problems that might disrupt your progress, affecting profits. The disputes can range across different topics like unfair gaming practices, controversy over payments, or even disagreement with the account management.
Whatever may be the problem, knowing how to file a complaint against a casino can help you find apt solutions.
This is a guide that will help you by highlighting various steps that you can undertake to escalate your complaint for quick resolution, and even approach the regulatory bodies, if necessary.
Things to Consider Before Filing a Complaint against an Online Casino
Your casino gaming issues can be resolved quickly if you know whom to approach and when. So, before taking the drastic decision of filing a complaint, do consider a few alternative options as described below –
- Review the terms and conditions: The T&Cs of a casino will contain insights about the transactions or the player accounts that exist on their website. This will help you understand that you are right in approaching them with your concern
- Collect evidence: Gathering evidence such as screenshots of the issue, transaction records, etc. that support your case is essential. Make a note of the timeline of events leading to your filing of the complaint
- Reach out to the casino personally: All reputable casinos are transparent in the manner in which their members can reach them for the resolution of issues. You can contact them via live chat, email, or even phone number to express your dissatisfaction. The casinos will even provide you a copy of your complaint as proof if you request it
- Respect the customer support: It is important to acknowledge that the customer support professionals are there to assist you and respecting them is pivotal. Being angry is understandable, but keeping emotions in check will simplify the process. If you keep a positive outlook, the support team may even assist you beyond the general guideline
- Identify the governing authority: Find information about the licensing authority associated with the specific casino. You should do this because different licensing authorities follow different procedures when it comes to handling consumer complaints. Knowing about the jurisdiction under which the casino operates will affect your complaint process
- Considering legal action: Taking legal action should be your last resort, and it is better to internally resolve the issue. However, when the issue pertains significant amount of money or complex legal tangles, approaching a higher authority might sound feasible
Steps to Follow While Filing a Complaint against an Online Casino
Online casinos do their best to ensure that a situation does not arise wherein a customer files a complaint against them. But if you are someone who needs to do it, then there are specific steps that you should follow.
Consider the below points while doing so –
- Document your issue: Keep a record of all the details regarding your complaint. If you have previously reached out to the customer support team, note the name of the employee/s you engaged with. Other information that you should maintain are receipts, videos of the issue, images, etc.
- Adhere to the complaints policy: Visit the complaints section of the casino’s website and notify the authority about everything, including the date, time, and amount of money involved. Share the evidence that you have collected to back your complaint and request a receipt of the same
- Await response: All casinos operate on a time frame during which they must resolve consumer complaints. Once the investigation is complete, your casino will reach out with its findings, which can go one of two ways – you are either satisfied with the outcome or not
What to do if You Are Unhappy with the Review?
If you are dissatisfied with the casino’s approach towards your complaint, you can file a complaint with the relevant regulatory body.
These bodies oversee the operations of the casinos and also issue their license. Some of the key regulatory bodies as per region are –
- Asia and Australia
- Curacao eGaming
- Australian Communications and Media Authority (ACMA)
- Europe
- UK Gambling Commission (UKGC)
- Malta Gaming Authority (MGA)
- GSC Isle of Man
- North America
- Kahnawake Gaming Commission
You can write to the regulatory authority under which your casino falls, and present them with the evidence that you have collected. See to it that you are clear and concise in your description of the issue, keeping it straightforward and well-organized.
It is also your responsibility to follow up with them if you do not receive a timely response.
If you are seeking legal action in case there is significant money involved, be thorough in your approach and always hands-on with necessary proof and documentation. In situations of smaller disputes, you can reach out to small claims court, which can be less expensive and faster as compared to legal action.
Conclusion
Filing a complaint against a casino can be a grueling process, as it requires you to be on your toes at all times. A lot depends on the evidence that you can provide, so be sure to document all the issues that you have encountered leading to this unfortunate standoff.
It is also advisable to be realistic about the potential outcomes and acknowledge the fact that not all complaints can result in a favorable outcome. Understanding this can help manage expectations.
