Online casino dispute resolution is an important topic. If you are playing at a online casino that holds a casino licence with a reputable regulatory authority then you will probably never experience any problems.
However, on occasion you may feel that the casino has made a mistake or perhaps treated you unfairly. In this case, you need to know how best to resolve the issue.
Online Casino Customer Support
If you have a complaint or query then the first step is to contact the casino customer support team.
Most online casinos will offer a number of different ways to communicate with them. The most popular methods available are email, telephone and live support.
After you have confirmed your player registration details and outlined the nature of your complaint the support team will probably focus on terms and conditions. Every wager placed with an online casino will have terms and conditions attached. This will be the case regardless of whether you are claiming new player bonus offer, a casino promotion or simply a registered player using the real-money funds in your account.
So, it’s very important that you read and understand all terms and conditions before you play. If you are unsure about anything then the customer support team can explain. Alternatively, our Frequently Asked Questions page can be of help.
If you have followed the terms and conditions then any problem should be resolved quickly. However, it is worth noting that not all terms and conditions are fair and reasonable, and so you may be able to challenge them.
How to Complain About a Casino
What do you do if you are still not happy after contacting the casino?
That is where it is important to consider the formal options for complaints and dispute resolution.
If you are playing at an online casino with a UK gambling licence then follow the steps outlined by the Gambling Commission.
The Gambling Commission process is thorough and should be followed carefully. But in summary:
- Ask for a copy of the casino operator’s dispute policy.
- Formally raise a complaint following the procedure (don’t be put off – this is usually straight-forward).
- Keep detailed notes of your complaint and the response from the casino.
- Raise your complaint to the Alternative Dispute Resolution (ADR) third party if you are not happy with casino’s response.
- If the ADR does not find in your favour then you have the legal right to take the matter to court.
Contact the Gambling Commission if you think the licence holder does not have a proper dispute policy. Also, contact them if the casino ignored your complaint or did not refer you to an ADR.
Disputes with online casino are rare but do happen.
The best way to avoid them is to read and understand all terms and conditions. And use casino that hold a UK Gambling Commission licence.
As always, have fun and play safe!