How to submit a complaint about an online casino

Need help in solving your issues with an online casino? We, Gamblescope, are happy to provide it. 

Just submit your complaint and you will get:

  • A platform for settling your dispute;

  • Our expert help and mediation;

  • Cooperation from the casino’s side since this is in their best interests;

There are many reasons why a player may wish to make a gambling complaint against an online casino. At the extreme end of the scale, a player may want to make public a case they suspect of online fraud. Sometimes, a player could feel justifiably cheated out of their winnings. More often than not, however, a complaint is for the poor service they have received from a particular online gambling venue. This article covers the procedure you need to take to start the casino complaint process.

182 complaints found
Shane cole
AustraliaAustralia
Jan 01, 2024
$500
Opened
Staycasino — Refund declined
I went to withdraw $500 from my winnings and they rejected it, they are refusing to give me a refund aswell
Sx4godz
CyprusCyprus
Dec 28, 2023
$3,600
Opened
iWild Casino — Declined payment
Thieves, they come up with any excuse to not let you withdraw your funds, i had 3.5k EUR and they were process my withdrawal request even though i completed my KYC. I ended up throwing all the money since they wont let me withdraw. Straight up scam
Destructiongf6
GermanyGermany
Dec 21, 2023
$24161,88$
Opened
TokenDevils — Missing Funds
Already more then a week ago i deposited 200€ with a bonus , wagered it all , had about a 5k balance . Wanted to withdrawal 2k , it after days of not getting any notification or so I got ask to submit kyc info so I did . Days later no reply so I text again so they tell me passport is missing so I submit again . Still no notification about the withdrawal . Two days ago I canceled the withdrawal played more casino ended up on 22k balance and 2k withdrawing , that was to days ago , still no notification on that = never had such a bad live support / they never contacted me or could tell me anything about my withdrawal . Today I look if there are any updates on the withdrawal , nothing changed still pending , as If that was not enough , my balance of 22k is gone , live support can’t help as always , waiting on email support . This is the worst online casino I’ve ever experienced . I want this issue solved as fast as possible , not acceptable . If there were any problems with my withdrawal they could’ve contacted me but nothing, and then just erasing my balance of 22k with no info ? Seems like a scam
dollabill326
United StatesUnited States
Dec 16, 2023
Opened
Slootz — Bonus not given

You guys are horrible should have all$10 sign i

Up registration minimum

Hyjbee
NigeriaNigeria
Dec 13, 2023
$125
Opened
BCgame — Declined payment

Hello,

I deposited 100000 naira using transfer payment option to bc.game casino on 22 Nov 2023, funds got deducted from my bank account but didn't got credited to my casino account.

As per casino I raised complaint and waited for resolution, they reject it saying that merchant didn't received funds, they asked me to resubmit complaint by uploading latest bank statement showing that funds didn't got reversed back to my account. So I chatted their merchant support and they confirm to me the money was received at their end and they have credited bc game wallet and show me a receipt of the payment they received which corresponds

I am attaching below

1. The payment receipt I received from their merchant

2. successful transaction screenshot from my bank

3. BC.Game transaction screenshot, where submit complaint button comes but there is nothing there

4. Screenshot of their merchant on email

IrelandIreland
Dec 13, 2023
$1,000
Opened
Doggo Casino — Delayed payment

Hi

I did deposit with my Revolut accaount and lose tousend off euro and i win 1200 i try to withdraw evry time the money returned back on my casino account , i verification my account then try 5 more time to do withdraw but my withdraw was not approvod becouse i have revolut accaount , when i was asking if i can do withdraw on my swidish accaount i try to verification my swedish dokument they say they have 24/7 live support they dont answer , maybe once a day and its 7 days know i try to withdraw my money

cool3r
FinlandFinland
Dec 10, 2023
$300
Opened
Slootz — Delayed payment

Hi,

I have been waiting for withdrawal processing since 27.10.23

They have not responded to my email. Live chat say every week that the withdrawal will be processed in the next few days. Those are long days...

Mosby33
CanadaCanada
Dec 08, 2023
$1000.00
Opened
House of Spins — Delayed payment

My complaint is not paying me my winnings of $1000.00. I submitted a withdrawal request on November 21 2023 and I still have not been paid out. I would appreciate any help or advice you can give me. Thank you , Paula Silk

hopkajanos
HungaryHungary
Dec 06, 2023
$2,000
Opened
TokenDevils — Delayed payment
on the page there is an exception for money within 36 hours. I have been waiting for my payment for the 4th day and I still haven't received it. The support keeps saying in the chat that he doesn't know when I will receive it. They do not respond to emails about this.
Meli420
United StatesUnited States
Nov 27, 2023
$440.00
Opened
Planet 7 Casino — Delayed payment
This casino has poor communication they lie and try to avoid payments owed. I put my own deposit into this casino no bonuses used no wager just straight play fortunately I won 124.00 I went to cash out I returned an hr later and my withdraw request had been canceled. I talked to a gentleman for the company and he had said due the reason for cancellation was cause I had played two free chips and that was not allowed. At first I thought to myself hmm doesn't seem legit cause remind you these were chips I had used weeks apart from one another with a deposit between the two chips also they were sent to my email registered with casino not even played on the same day oh and another deposit I made after playing one chip loosing then deposit loosing chip lost n another deposit won. The gentleman said due to playing those chips I went against terms and conditions of the casino rules. He took my winnings and refunded me my 16 bucks to my account to play he said it voids the last transaction regarding the chips. I asked the employee of casino at the end of the conversation if I would be able to keep my winnings and cash out he said yes. I go back into casino and play I won from that 16 345.00 I went right back to request a withdraw. Two hrs pass and i log back into casino and my request was cancelled again I put two more request in and both cancelled. Again i get ahold of support regarding the cancellation they proceed to tell me again about those chips and took my winnings away. At this point I remain calm and ask for a manager. I speak to the manager at casino and i go on and explain cause I read the terms and conditions to casino all it stated was that you cannot play the same chip twice. I presented her my case and instantly she refunded me back my winnings as she was doin that she goes on and suggest coindraw bitcoin its faster payout. Remind you in all this mess and days prior to this mess my Identity had been verified and completely good to go. My bitcoin address was verified cause when she had refunded me the 345.00 16 of my deposit had went to my bitcoin address instantly. After all this I had to verify my identity four diffrerent times on the casino site it says my withdraw is pending but I chose coindraw which this company will not answer my questions regarding that company coindraw its supposed to be a faster payout but I emailed the company coindraw and received an email saying that the email belonging to coindraw.ai reccomend by planet 7 casino was not a thing ??? Like doesn't exist. This casino has been such a horrible experience horrible customer service lies and excuses on my winnings. Ive kept it kosher ive remand calm and stated truthful facts I even have been a loyal player by obiding by the rules of casino. I need help this is not right. Thank you
Jenken2323
United StatesUnited States
Nov 09, 2023
$253
Opened
Ducky Luck — Refund declined
After making a few deposits with Duckyluck I realized no matter what I did I couldn’t win past $100 and the minimum withdrawal is $150 for banking. That’s when I decided to investigate and came to find out that they’re not some big reputable casino. Once I looked at my bank statement I noticed their company name wasn't the who charged me. So I called my bank and that’s when I asked what (MCC)merchant category codes they had used and they said it looks like you purchased books, music, agricultural ect. So I reached out to their customer service requesting a refund due to misrepresentation of their company and they said they have to change the codes in order for the charge to go through. I told them that is illegal and they are defrauding me and the bank. I have the messages to prove it.
purplehaze
NetherlandsNetherlands
Oct 25, 2023
$1,465
solved
Slootz — Delayed payment

hello i have won three weeks ago 1465 euro i tried to withdrawal but i only could take 1000 10x100 understandeble.

But im waiting first try one week nothing happend tried to cancel and anotherwithdraw for 1000 still waiting two weeks later. No reponses. Chat cannot help me. They can take my money in one day. But pay me thet dont give a ...... I feel scammed realley hard it is in euros

Leairving
United StatesUnited States
Oct 25, 2023
$8,000
Opened
CasinoCasino — Declined payment
Casino magic zone i signed up they gave me bonus play I played through like they said then wanted me to deposit 58.00 I did that so I could redeem my winnings can't get ahold of no one there isn't a phone number I have conformation from the casino and still can't redeem ,I'm not the only that they have done this to they are scamming players outif 58.00 bucks and in return the player gets nothing can you please look into this before they scam more players I'm sure I won't get my money back or my winnings i hope they get shut down for being scammers
United KingdomUnited Kingdom
Oct 07, 2023
$979.20
Opened
MrSloty Casino — Delayed payment
They Say withdrawal 7 to 21 working days on August 20 2023 it's now October 7 2023 and there still not paying I've researched online it seems this is a regular occurrence
Brit_tany7
United StatesUnited States
Oct 05, 2023
$$342
Opened
Galaxy Bet — Delayed payment

Deposited money of $22 it was loaded to my gaming account on slots I played and won $302 , I asked to cash out they said give him a few moments to process they got back to me about 4 or 5 hours later telling me I was unable to cash out $300 and that I'm only able to cash out $180 due to bonus spins not being spun completely which is completely untrue I didn't have any bonus spins this was a reload for a third time in which they don't provide or give bonus spins I have screenshots available but being that they were not trying to release any of my winnings or funds I went back and played again for another hour to two hours to finish off the spins they're supposedly saying I didn't finish off and I won more money and tried to cash out $342 the site is not responding to me and is refusing my winning payout supervisors and or customer service will not respond to me in or contact me to inform me of anything I have screenshots of everything conversation winnings they are fraudulently taking money from people and not paying out https://www.facebook.com/groups/1025758761398459/

https://www.galaxyworld99.com

https://www.fishnsweeps.com

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Step 1: Contact the Casinos Customer Support Team

The first thing you must do in the process of making a complaint is to contact customer support. Now you may feel that this is a waste of time, but all the same, you must go through the process for two important reasons. First, the casino will tell you if you are in violation of any of its policies. If you are (knowingly or unknowingly) in violation, it will be difficult for you to advance your complaint further. 

Now one wants to go through the time-consuming reading of a casino’s terms and conditions before jumping on some exciting casino games. We get that. But failure to do so could leave you disappointed if things don’t work as you expect, particularly concerning casino bonuses and promotions. 

Secondly, the first thing any third-party agency will ask before they assist with your complaint is whether you have spoken to the casino’s support team and what the outcome was. Failure to answer this question positively and provide details will ultimately mean your complaint will not go further.

Step 2: Lodge a Formal Complaint with the Licensing Authority

All legitimate online casinos are affiliated with a gambling license authority. If the casino you want to use does not have a casino license, avoid them at all costs. Casinos with a license from a reputable agency offer a degree of player protection and redress for complaints. But some are better than others. Online casinos licensed in south American jurisdictions like Curacao and Costa Rica offer very little player protection. They are unlikely to listen to your complaint. For this reason, it is always better to play at a casino that is licensed and regulated by regulators such as the United Kingdom Gambling Commission (UKGC), Malta Gaming Authority (MGA), or one of many other European agencies. 

https://www.resolver.co.uk/rights-guide/gambling - Resolver can help you with submitting a complaint against casino in UK.

The footer of every online casino is where you can find out which regulator the casino is licensed with, usually. Clicking on the link here will often take you directly to the regulator’s website. From there, you can navigate to the section relating to casino complaints. Be aware, however, that this process could take months. And also, regulators will often only take action when they receive several similar complaints about a particular online gambling establishment.

Step 3: Casino Watchdogs

If there is no legal route available, there is also a third option. This is to submit a grievance through a trusted casino review company. Although they have no legal authority, top review websites can blacklist a casino and provide players with the ability to make their complaints public knowledge. This is a potent weapon against fraudulent and unethical gambling operators. The best casino review companies have many thousands of users and subscribers. It means you can get the word out about dishonest and unethical behavior fast. 

  • https://ouhuijx.com/casino-complaints/new/ - A new player in the market, but already a fairly successful one. Due to established good relations with various casino brands, we are able to reach out to them to mediate any conflicts and complaints. And be heard - we have solved 100+ complaints so far and counting.

  • https://www.askgamblers.com/casino-complaints - An established platform with 2000 reviewed casinos. And a transparent complaint mechanism that has helped almost 15000 gamblers to receive their winnings. Takes from a week to a month to resolve a complaint. 

  • https://casino.guru/complaints - An independent review website with an established complaint mechanism. Less transparent than such at AskGamblers, but with 4000 casinos present, it’s more likely you’ll find the needed one here. On average it takes 24 hours to accept a complaint and 21 day to resolve it.

  • https://www.casino.org/online-casino-complaints/ - Casino.org accepts complaints without making them public like the two sites above. And employs a dedicated team for mediation. It usually takes up to 2 working days to accept a complaint. But the problem is the limited number (around 300) of casinos supported. 

  • https://thepogg.com/submit-complaint/ - A famous gambling review website acting as an Alternative Dispute Resolution service. Fairly active and accepts complaints on several hundreds of casinos. However, it has fairly strict guidelines leading to players’ complaints frequently being denied. And is often unable to help due to casinos’ unwillingness to cooperate. Successful cases are usually resolved within a week or two. 

Informing the casino you are using that you intend to air your grievances public can, in some instances, help to resolve an issue. Blacklisting and bad player reviews, after all, have a significant impact on a casino’s ability to operate profitably.

Get Started Now and Make your Casino Experience Public Knowledge

Here are a few of the complaints that Gamblescope has received about online casinos. Like gambling license regulators, we will act on casinos if we receive multiple complaints about any particular online gambling venue available on this website. Ultimately, after further investigation, we will blacklist online casinos that do not treat customers fairly and publise our reasons for doing so.

Frequently Asked Question (FAQ)

What is Gamblescope Casino Complaint service?

Our Service was launched as a part of our ever-growing Gamblescope platform. And it’s main mission is to provide a free of charge, responsible and honest meditation service between online casinos and their players.

Our efforts has already led to resolution of hundreds of complaints and reclamation of deposits and winnings worth millions of GBP. 

Who can use Gamblescope Casino Complaint service?

Any player who feels that he/she has a valid reason to complain and has an account on Gamblescope.com.

If you don’t have one — register here, it is free.

How to submit a complaint?

Easy! Just push the “Submit Complaint” button and fill in all the fields, following the instructions provided in the process.

Why was my complaint rejected?

There can be multiple reasons ranging from providing insufficient data to prove that your complaint has a valid ground to the breaking of the submission rules and guidelines.

How long does it take for Gamblescope to proceed with the review?

We reserve a 72-hour period during which we should start working on your complaint. But usually we begin after around 48 hours or so.

What happens after my complaint is published?

The casino gets notified about it and will have 72 hours to respond. After this it becomes a turn-based communication process under our mediation until the issue is resolved either in player’s or casino’s favor.

What affects the final decision about the complaint?

A multitude of factors:

  • Evidence provided by both sides during the communication process

  • New facts not provided in the initial complaint but surfacing in the communication process

  • Analysis and comparison between the facts provided and the casino’s terms and conditions

  • Information provided on behalf of the casino’s side by its Finance, Security, Fraud, Support or any other departments

  • Complaint submitter’s confirmation that the casino has paid all due amounts during the complaint resolution process

  • Evidence presented by third parties relevant to the complaint resolution, like gaming software companies, test laboratories etc. 

The final decision is taken by multiple members of our Complaint Team by consensus.

Is it possible to appeal if I don’t agree with the decision?

Our decisions are final so no appeal is possible. In case you are not satisfied with our decision, we encourage you to escalate your complaint to the regulatory body relevant to the casino’s jurisdiction.