Complaints
If you have a dispute, use the operator’s ADR (UKGC) or your payment provider, and keep your own records.
Prepare your complaint
Record dates, payments, the relevant terms and your conversations with support.
Start a note (does not send)Keep a clear record of the dispute
Begin with the casino brand and the issue you need resolved. Write down the dates of deposits, withdrawal requests, bonus acceptance and support conversations. Keep payment records and the terms relevant to the dispute together so that you can refer to the same details when contacting the operator.
For a bonus dispute, include the offer conditions you accepted and the game and stake involved. For a withdrawal issue, record the request and any identity documents already supplied. Keep copies of messages from support rather than relying on your memory of a chat. A clear sequence of events makes it easier to explain what remains unresolved.
The complaint note page gives you a place to organise what happened. It does not send a complaint, save your note or open a case with CasinoSec. Keep your own copy before leaving the page, and contact the operator through its complaints channel. Use the operator’s ADR route for a UKGC dispute or contact your payment provider where appropriate.
If the problem is controlling your gambling, use the responsible gambling resources instead. CasinoSec cannot freeze an operator account. GamCare and GamStop links are available on the responsible gambling page.