The operators behind the best casino sites aim to deliver a high-quality gaming experience, but customers may still feel unsatisfied from time to time. What can you do if you want to complain about a casino, and how do operators typically handle these situations?
In this guide, we will explore the various steps involved in casino complaints and disputes, covering initial contact, the Gambling Commission’s role, and more.
How Do You Complain to an Online Casino?
Reputable casinos have a complaints procedure in place to deal with unsatisfied customers. Complaints may involve:
- Delayed or refused withdrawals
- Casino failing to follow Gambling Commission’s rules
- Poor customer service
- Security concerns
- Issues related to bonus terms and conditions
If you’re frustrated with any aspect of a casino operator’s service, you should contact the site’s customer support team initially. They may be available by email, live chat, or phone.
Whichever contact method you use, explain the situation in detail and supply your details. Try to be polite when complaining: avoid abusive or offensive language, whether speaking to a customer support agent by phone or any other channel. It is highly unlikely that they are to blame for the issue at hand.
Crucially, keep a record of all written communications you send to an operator and anyone else involved in the complaints process. You may later need to prove the date and time that you contacted the casino.
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How Long Do You Have to Complain to an Online Casino?
You might prefer to complain immediately after encountering an issue, but if not, you have plenty of time to do so afterward. The Gambling Commission stipulates that licence holders should let customers raise complaints for six months or more from the date that an incident occurs.
The Gambling Commission also requires licence holders offering 24/7 gambling services to acknowledge a complaint within 24 hours. Otherwise, they should send acknowledgement within three working days. Operators have up to eight weeks to deal with a complaint overall.
How Can You Escalate Your Complaint
How Can You Escalate Your Complaint?
If you’re unsatisfied with the initial response, the operator may allow you to escalate the matter beyond the customer support team. A supervisor or manager will investigate and get back to you. This follow-up response could be the solution you have been looking for, or it may be no different from the first.
Once the eight-week complaints period has ended, or you and the licence holder cannot reach an agreement over the matter, the process will end. The operator should inform you that the complaints procedure has reached its conclusion, and provide details on how to escalate the matter to an independent Alternative Dispute Resolution (ADR) organisation.
Dealing with an ADR Entity
An ADR is a neutral organisation that helps two or more parties resolve disputes. They may be able to help you and the operator find a way to conclude the situation in a way that suits you both.
Here are the ADR entities approved by the Gambling Commission:
- ADR Group
- Pegasus ADR ServiceBlexr Limited
- Centre for Effective Dispute Resolution (CEDR)
- eCOGRA
- Independent Betting Adjudication Service (IBAS)
- ProMeditate
- Tattersalls Committee
While companies pay ADRs fees, customers are not charged for using an ADR service. However, an ADR entity is not required to handle all disputes and complaints. They may refuse to take on a particular case for a number of reasons, including:
- It considers the dispute to be frivolous
- The dispute has already been addressed by another ADR service
- Customers have not tried to contact the operator to complain first
The decision reached by the ADR often signals the end of the entire complaint process. In some cases, you may ask an ADR entity to review and reconsider its judgement. You can also complain to the entity directly, using contact information provided on their website.
As well as complaining to the service provider itself, customers can go to the Gambling Commission about an ADR service if unsatisfied. The Gambling Commission will investigate the matter to ensure that the entity is following the relevant rules.
However, it will not be able to notify customers about the results of its investigation.
Conclusion
The best casino sites take customer complaints seriously and follow the necessary steps to help resolve matters. If you want to escalate your complaint, you can deal with an ADR service and the Gambling Commission if necessary.
Always check a casino’s complaints procedure carefully before contacting them. This will provide important information on their approach to handling customer complaints. Only play at licensed UK online casinos to ensure they will follow the necessary rules.
