If the casino is not paying or the withdrawal is taking an unreasonable amount of time, a structured complaint can help expedite the process and protect your rights. The following guide explains what to do before filing a complaint, how to submit it to the operator, when to contact the licensor, and what alternative dispute channels are available.
Before Filing a Complaint
Check Conditions, Exclude Violations
- Review the terms: active bonus, wagering, max bet, excluded games, “same method withdrawal” rule.
- KYC/AML status: are ID, address, and payment method proofs verified and does the name match the account.
- Exclude errors: incorrect IBAN, expired card, VPN/proxy, or geo-restrictions may cause the transaction to be declined.
Written Communication and Evidence Collection
- Communicate in writing (chat/email) and save the ticket number.
- Gather evidence: screenshots, withdrawal request time/amount, payment service receipts, KYC confirmations.
- Create a timeline (dates/deadlines) for a quicker escalation later.
Filing a Complaint with the Operator
Ticket No, Deadline, Summary of the Case
- Official complaint: write a brief summary (what, when, how much), attach evidence and ticket number.
- Deadline (SLA): request a written confirmation deadline (e.g., “response within 7 days”).
- Clear request: “Please process the withdrawal or provide a justified written decision.”
Escalation (Manager, Compliance)
- If the response is template-based or insufficient, request a review of the process by a manager/compliance.
- If necessary, send corrected documents to the same ticket (keep all communication in one place).
Post-Licensing Complaint
EMTA/MGA/Curaçao Channels and Forms
- Estonian license (EMTA): submit a complaint with evidence; describe the chronology, include operator responses.
- Malta license (MGA): use the player support/complaint form, include ticket number and files (chat logs, KYC confirmation).
- Curaçao license: submit a complaint to the relevant supervisory authority; include terms points and timeline.
Response Waiting Time and Additional Evidence
- A response may take from a few days to several weeks, depending on the complexity of the case and additional checks.
- Be prepared for additional evidence (e.g., bank statement confirmations, betting history, KYC files).
Alternative Dispute Channels
Mediation Services, Consumer Protection, Legal Aid
- ADR/mediation service: if the operator has an independent dispute resolver, submit a copy of the complaint and evidence there.
- Consumer protection/technical supervision: suitable if the dispute qualifies as a consumer dispute and the company operates in the EU.
- Legal aid: for complex or high-value disputes, contact a lawyer; aspects of breach of terms and legitimate expectation will be assessed.
Checklist Before Filing a Complaint:
-
KYC 100% verified; same name on card/e-wallet and account.
-
Bonus rules met; max bet and excluded games checked.
-
Ticket number and deadlines noted; all screenshots saved.
If you are looking for transparent KYC and fast support sites, check the sections reliable casinos, Estonian casinos, and new online casinos. To reduce account friction, also explore account-free solutions.
Frequently Asked Questions
How long should I wait before contacting the regulator?
If the operator does not respond to your written complaint by the agreed deadline (typically 7–14 days), escalate to the regulator without delay.
Is it reasonable to contact a lawyer?
Yes, especially for high amounts, complex terms, or cross-border licenses, as a lawyer can help properly format the claim and present evidence.
Does a dispute pause bonus time limits?
Generally not; the bonus timer continues until the operator confirms in writing the suspension or freezing.
Can funds be frozen during a complaint?
Yes; the operator may hold the balance during KYC/AML checks, and the competent authority may implement a freeze as necessary due to legal actions.
