Disputes and How to Solve Them if They Arise

The team at Casinova.org only ever recommend registering a real money account at online casinos which are ranked in our top 10 lists. Whether this is one of the casinos located here on the homepage or that of one of the country specific pages you'll have the best odds of a good expereince with these brands.

Unfortunately, things can occasionally go wrong, even if you take this advice and stick to playing at only the highest rated casinos. Therefore, you may end up needing to lodge a complaint about the online casino that you've signed up to. If you signed up to the casino via one of our links, then I advise you to follow the appropriate steps listed below. Following these steps will put you on the quickest track to get your issue resolved directly with the casino. Online casino operators don’t like to see bad things being said about their casino, which is why in most cases, they will bend over backwards to get things sorted for you.

Step 1 - Did You Breach Any Terms and Conditions?

Over the years I have found that online casino operators are generally not in the wrong with regards to the complaints that have been made against them by the players. They tend to cover themselves from all angles within their terms and conditions that you agreed to when you registered an account with them. Their T’s & C’s cover just about everything from what happens when you fail to complete the bonus wagering requirements within the allotted time to what happens when you get disconnected from a game halfway through playing, and it's this fine print that many players tend to overlook. The most important thing to consider prior to lodging a complaint is whether or not you properly adhered to the T’s & C’s. In other words, before you go ahead and follow the steps below, revisit the casino and take a few minutes to go back through either the general terms and conditions or the bonus terms and conditions to try and find anything that may show that you are wrong in lodging a complaint.

Step 2 - Keep Records That You Can Refer Back To

When you attempt to resolve an issue at an online casino for whatever reason, the best way to ensure that you will get the right kind of outcome is to get the correct information ready in advance, before you go ahead and lodge your complaint via the complaints department at the casino. One of the first things you should do is open a word document and explain in as much detail as possible exactly what your issue may be, and why you have decided to complain. In your word document, it would be a good idea to include things like dates, times, game session id numbers, the name of the game, the exact bonus that you accepted or any other relevant information that you think would help back up your case . Having this information stored on file can also help you at a later date should you need to take the case even further to an accredited third-party dispute resolution service provider.

Step 3 - Open Dialog With the Customer Service Department

If you've already got in touch with the casino via email or live chat (or by telephone) to complain to them directly before reading any of the information above, then it's also likely that you have already received a ticket response identification number. If this applies to you, then I suggest that you continue with the communication that you have already started with the casino regarding your complaint. If you haven't already contacted them, but intend to, I suggest getting in touch with them either by email or live chat where available. It's much harder to explain certain things over the phone, and you won’t easily be able to record what the support agent says to you, or properly document things when calling them.

That’s the only reason why I would suggest contacting them by email or live chat when making a complaint. So, try not to panic if you don't get an immediate response. You may have to be patient and wait a little while, but if you still haven't received any form of response from them after perhaps a week or so, then you could try and get in touch with them again to remind them of why you contacted them in the first place. If you still don't get a response, at least you tried, so maybe it's now time to take things to the next stage.

Step 4 - Register a Complaint With a Reputable Gambling Portal

Several accredited dispute resolution service providers have popped up in recent years, and they are leading the way in assisting players with the lodging of official complaints about online casinos that they have signed up to. Some of the most notable authorities on this matter include the licensing & regulatory bodies that are based in major jurisdictions such as Curacao, Gibraltar, Isle of Man, Kahnawake, Malta and the United Kingdom, and also a growing number of reputable independent sites such as Casinova.