| What we can do | We can read your complaint, check it against the public record, and if we think the operator is being unreasonable, add a note to our review. If the issue appears systemic — for instance, repeated delayed withdrawals across different readers — we may raise it in a short editorial piece. We cannot order an operator to release funds or overturn a KYC decision. |
| Timeline | Expect a reply from us within two to three working days of your email. If your complaint is simple and well documented, we can usually give a short view within that window. If it is complex — for example, if it involves bonus abuse accusations or a cross-border payment — we may take up to two weeks to come back with a considered view, and we will say so when we acknowledge your email. The operator's own timelines are set by its terms of service and by its licensing authority. Most regulators require operators to respond substantively within fourteen days. If the operator has gone silent beyond that window, you have a stronger case to escalate to the regulator. |
| Adr bodies | Alternative dispute resolution bodies take complaints that have exhausted the operator's own channels. The specific body depends on the operator's licence: the Malta Gaming Authority uses eCogra and Lindar; the UK Gambling Commission uses IBAS and ProMediate; the Alcohol and Gaming Commission of Ontario has its own complaints process. The regulator printed in the operator's footer is the first stop; the ADR body is the second. ADR decisions are not usually binding on the player but are binding on the operator for licensed brands. If you win the ADR process, the operator is obliged to comply or to defend non-compliance to the regulator. The process is free for players and takes several weeks to several months depending on the ADR body's workload. |
| Operator complaints | The operator's own complaints process is almost always the first step the ADR body will ask you to confirm. Every licensed operator is required to publish a complaints policy with specific timelines and an escalation path. Follow that policy exactly as published, keep copies of every message you send and receive, and record dates. Casual phone calls without written records are much harder to escalate later. |
| How to complain | Send complaints to our editorial email, which is published on the Contact page. Include your account email with the operator, screenshots of the operator's correspondence, the dates on which key events happened, and a short summary of what you want to happen. Attachments larger than ten megabytes will be rejected by the inbox; use a file-sharing link such as WeTransfer instead. We treat all reader complaints confidentially. Your email address is not shared with the operator, with other publishers, or with any third party. If we end up adding a note to our review of the operator, we do so in general terms that do not identify you. If we need to speak with the operator about your specific case, we ask your permission first. |