How to File a Casino Complaint Step by Step

A step-by-step route from the casino's own complaints process to independent dispute resolution, with deadlines by licence and a letter template.

By the Gambling Hero editorial team · Checked October 25, 2026

Short answer

Complain to the casino first, in writing, using its formal complaints procedure, and keep every reference number. If it does not resolve the issue within its deadline (8 weeks for UK licensees), escalate to the independent dispute resolution (ADR) body the casino names. Regulators use complaints for supervision but usually do not settle individual disputes.

Most casino disputes are about money: a withdrawal that does not arrive, winnings voided under a bonus term, a balance frozen during ID checks or an account closed without a clear reason. Whatever the issue, the route to a fair outcome is similar in every regulated market. You complain to the casino first, give it the time its rules allow, and then take the dispute to an independent body. This guide walks through each step, gives a letter template, and shows where to escalate depending on the casino’s licence.

Before you start: find out who licenses the casino

Your options depend almost entirely on the licence. A casino licensed in Great Britain must use an approved dispute resolution provider; a casino licensed in Ontario answers to the AGCO; an unlicensed site may leave you with no independent route at all. Check the licence number in the footer and confirm it in the regulator’s register. Our guide to checking a casino licence and the licence checker show how.

Step-by-step: how to file a casino complaint

Read the relevant terms. Find the exact clause the casino relies on, such as a bonus rule, a verification rule or a withdrawal rule. Both the UK Gambling Commission and the AGCO list this as the first step.
Collect your evidence. Screenshots of the cashier, game history, bonus page and chat transcripts; emails; transaction IDs; dates, times and amounts.
Use the formal complaints procedure. Live chat is fine for questions, but a complaint should go in writing through the channel named in the casino’s complaints policy, so the clock starts and a record exists.
Get a reference number. Ask for a complaint reference and an expected response date. Regulators such as the AGCO ask for this reference later.
Wait for the operator’s deadline. See the table below. Reply promptly to any request for information, or the casino may treat the complaint as stalled.
Ask for a final response. In Great Britain this is often called a deadlock letter. It confirms the casino’s position and tells you which dispute resolution provider to use.
Escalate to ADR or the regulator. Send the ADR body your complaint, the casino’s final response and your evidence.
Keep your gambling in check while you wait. A dispute is stressful. Do not try to win back a disputed amount elsewhere; deposit limits and time-outs are listed on our responsible gambling page.

What to include in your complaint

Your full name, username or player ID, and the email address on the account.
The casino’s website and, if you know it, the licensing authority and licence number.
A short timeline: what happened, with dates, times and amounts.
The term or rule involved and why you think it was applied wrongly.
What you want: for example, payment of a named balance, reinstatement of winnings or a full explanation.
Copies of your evidence, keeping originals for yourself.

The MGA’s online complaint form asks for similar details: the website, your username, the game, the disputed amount and the date and time of the incident. Keep it factual. The MGA warns that threats or abusive language lead to rejection of a complaint.

Complaint letter template

Subject: Formal complaint – account [username / player ID] – [short issue, e.g. withdrawal of 450.00 not paid]

Dear Complaints Team,

I am making a formal complaint under your complaints procedure. On [date] I requested a withdrawal of [amount] (transaction ID [number]) from my account [username / player ID]. On [date] you [describe action, e.g. cancelled the withdrawal and voided my winnings], citing [term number or wording].

I believe this decision is incorrect because [one or two factual reasons, e.g. my bets did not exceed the stated maximum bet of 5.00; screenshots attached].

I ask you to [specific outcome, e.g. pay the balance of 450.00 to my original payment method]. Please confirm receipt, give me a complaint reference number, and send your final response within your published timescale. If we cannot resolve this, please name the alternative dispute resolution provider I can refer the complaint to.

Attached: [list of evidence].

Kind regards, [name], [email on account]

Deadlines and escalation routes by licence

Licence	Operator’s time to respond	Where to escalate next
Great Britain (UKGC)	8 weeks from receipt	The approved ADR provider the casino names, after 8 weeks
Malta (MGA)	Per the operator’s procedure	The operator’s ADR entity for disputes; MGA Player Support Unit for unlawful, unsafe or unfair conduct
Ontario (AGCO / iGaming Ontario)	A decision can take up to 90 days	AGCO complaint if you believe the rules were broken
Sweden (Spelinspektionen)	Per the operator’s procedure	ARN, the National Board for Consumer Disputes
Netherlands (KSA)	Per the operator’s procedure	A report to the KSA; legal advice for the dispute itself
Curaçao (CGA)	Acknowledge within 1 week, respond within 4 weeks, extendable once by 4 weeks	A CGA-certified ADR entity, free for players

Great Britain

Under UK Gambling Commission rules, the casino has 8 weeks to resolve your complaint. After that you can take it to an ADR provider, which the Commission describes as “a free, independent service”. You must go through the casino’s own process first. The Commission’s approved list includes IBAS, eCOGRA, CEDR, ADR Group, ProMediate, Blexr Limited, Pegasus ADR Service and the Tattersalls Committee, each covering particular sectors. The list also records whether each provider’s outcome is binding; for IBAS and eCOGRA it is non-binding.

Do not leave it too long. An approved provider may refuse a complaint not submitted within its own time limit, although that limit cannot be less than 12 months from the date the casino told you it could not resolve the complaint. If you are unhappy with an adjudication, the provider should explain any appeal procedure, and the Commission notes that you may consider the small claims court after taking independent legal advice.

Malta

Players should first complain to the operator. If unsatisfied, they can refer the complaint to the MGA’s Player Support Unit or to an ADR entity, using the procedure the operator provides. Since 1 April 2019 the Player Support Unit no longer examines the merits of individual disputes between a player and a licensee; that role belongs to the ADR entity. It still receives complaints that a licensee’s service is unlawful or not safe, fair or transparent, through an online form. The MGA reviews cases in English or Maltese and may ask for identification. More on the regulator: MGA licence.

Ontario

The AGCO recommends checking the terms, following the site’s formal complaints process and waiting for a decision, which “can take up to 90 days”. You can then complain to the AGCO if you believe a regulated site broke the rules. Its published timescales are about 2 business days for an initial review, up to 5 weeks for a compliance review and 3 to 6 months for complex cases. The AGCO can warn, suspend or fine an operator, but it states that a complaint to it “won’t resolve your dispute” with the site. For the dispute itself it suggests independent legal advice.

Sweden

ARN (Allmänna reklamationsnämnden) is a public authority that reviews disputes between consumers and companies, including gambling companies. An ARN decision is a recommendation, and filing costs 150 kronor, which is not refunded. One published ARN case concerned a player whose operator refused to pay out a balance unless he supplied documents such as a notarised passport copy; ARN concluded that the operator was not entitled to refuse payment on that basis.

Netherlands

The KSA accepts reports (meldingen) about licensed operators, including unfair play, and uses them to decide what to investigate. It does not give personal feedback. Before reporting, it suggests checking the operator’s licence in its Kansspelwijzer, talking to the operator, and contacting a complaints officer or legal adviser, for example through Het Juridisch Loket.

Curaçao

Under the Curaçao Gaming Authority’s Player Complaints Policy Guidelines (version 1.1, June 2025), operators must confirm receipt of a complaint within one week and respond within four weeks, with one four-week extension on written notice. Complaints about responsible gambling must be acknowledged within two days. Players can complain free of charge within six months of the bet settlement or incident. Operators must offer a free ADR option through at least one CGA-certified ADR entity, and once an ADR process is completed it cannot be restarted with a different entity.

What regulators will not do

Decide your individual dispute. The UK Gambling Commission states that it does not resolve or make decisions on complaints about gambling transactions. The Curaçao authority says the same, and the MGA leaves the merits of disputes to ADR.
Order payment as a result of a penalty. The AGCO notes that a penalty against an operator does not resolve your dispute with it.
Report back on every case. The KSA does not give personal feedback on reports.
Take complaints about service or refused bets to ADR. In Great Britain, ADR providers do not accept complaints about customer service issues or a refusal to accept a bet, because a gambling business may decide whom it accepts bets from.

Your complaint still matters to regulators: it can trigger a compliance review and contributes to enforcement data. The UK Commission has also told operators leaving the market to keep ADR access available for customers with complaints.

If the casino is unlicensed or ignores you

Without a recognised licence there is usually no ADR body and no regulator with power over the operator. Your options narrow to asking your payment provider whether it has a dispute process for the transaction, and to legal action, which is often impractical across borders. Our casino blacklist records operators with unresolved issues. For specific problems, see our guides on a casino not paying out, KYC verification and an account closed by the casino.

FAQ

How long does a casino have to answer a complaint?

It depends on the licence. UK-licensed casinos have 8 weeks. In Ontario a decision can take up to 90 days. Curaçao licensees must respond within four weeks, with one possible four-week extension.

Is ADR free?

For players, generally yes. The UK Gambling Commission describes ADR as free, and Curaçao’s guidelines require operators to bear ADR costs. Sweden’s ARN charges a 150-kronor filing fee.

Can I go straight to the regulator?

Usually not for a money dispute. Regulators expect you to use the casino’s process first, and most do not decide individual disputes. Exceptions exist: the AGCO says complaints about responsible gaming, possible illegal activity or advertising can come to it without contacting the site first.

Is an ADR decision binding on the casino?

It varies by provider. The UK approved list shows binding, non-binding or both for each provider. ARN decisions in Sweden are recommendations.

What if I miss the ADR deadline?

The provider may refuse the case. UK-approved providers must allow at least 12 months from the casino’s final response, so act well within that period.

Sources

Last updated October 25, 2026 by the Gambling Hero editorial team.