Last updated: September 2026
Complaints Procedure
How to raise a problem with something we published, and — more usefully for most people — how to escalate a dispute with a casino to someone who can actually resolve it.
Complaints About This Site
If something here is inaccurate, misleading or out of date, tell us and we will check it against the sources. Corrections are made to the page itself, not hidden in a footnote, and the updated date is changed so readers can see the page moved.
- Email us with the page URL and the specific passage
- We acknowledge within two working days
- We investigate and reply with a decision within ten working days
- If we were wrong, the page is corrected and the correction stands on the record
Complaints About a Casino
We cannot resolve these, and it is important to be blunt about why: we have no access to your account, no authority over the operator and no role in the transaction. Sending the complaint to us delays it. The escalation route below is the one that works.
- Raise it with the casino first, in writing, and keep the reference number
- If unresolved after eight weeks, take it to the operator’s ADR provider — every UK licensee must name one in its terms
- ADR decisions are free to you and binding on the operator
- Report licensing concerns to the UK Gambling Commission — they regulate operators but do not arbitrate individual disputes
- If the account was excluded through GamStop and gambling still took place, report that to both the operator and the Commission
What We Can and Cannot Do
- We can correct our own pages, and we do
- We can remove an operator from this site if a pattern of complaints emerges
- We cannot see, unlock or credit any casino account
- We cannot overturn a bonus forfeiture or release a withheld withdrawal
- We cannot act as an intermediary in a dispute — the ADR provider exists for exactly that