New complaint note

Prepare your note before contacting the operator

Enter the casino brand, your email address and a description of what happened. Use the description to put events in order: when you made a payment, accepted a bonus, requested a withdrawal or contacted support. Include the response you received and explain which part of the issue is still unresolved.

Keep the relevant payment records and bonus terms with your own copy of the note. If the dispute concerns wagering, record the game and stake involved. If it concerns a withdrawal, note any identity documents already supplied and the messages you received about the request. These details help you explain the same issue consistently when following up.

This form does not send an email, store your information or open a complaint case. Completing it does not contact the casino or its dispute resolution service. Copy your description somewhere you can keep it before using the button or leaving this page.

Take the complaint to the operator through its support and complaints channels. The complaints page points you towards the operator’s ADR route for UKGC disputes or your payment provider. For help with gambling itself, use the responsible gambling page; CasinoSec cannot freeze your casino account.