Casino Complaints and Dispute Resolution

From time to time, disputes between players and casinos arise. Most disputes are caused by misunderstandings, human error or both and are quickly and easily resolved. Occasionally though, players may have a more serious dispute with a casino, which may need outside mediation.

In the first instance, players should try to resolve the dispute directly with the casino. Put everything in writing (don’t rely on telephone calls), to ensure everything is officially recorded. Keep copies of any emails, live chat transcripts and screenshots. It is always a good idea to take a screen shot of the terms and conditions at any casino in case they get changed.

If the casino is unable to resolve the complaint, there are various options and dispute resolution service which handle complaints about casinos, poker rooms, and bingo and sports books. The online gaming software providers, RTG, Playtech and Microgaming have their own dispute resolution services as listed below. Book makers and sports betting sites are generally regulated by the Independent Betting Adjudication Services. If the casino software provider does not have a specific disputes resolution service, then there may be an official complaints service operating in the jurisdiction in which the casino is licensed.

Playtech http://www.playtech.com
Complaints against Playtech Casinos can be submitted using the official form on their website. Claims must be submitted within 60 days of the dispute taking place, and players must have abided by all rules that were in place at the time of the dispute arising. To access the player complaint form visit http://www.playtech.com/html/#page/player-inquiry

Central Disputes System http://www.centraldisputesystem.com/ Real Time Gaming
Central Disputes system is the official complaints system for RTG casinos. Claims against RTG casino must be made within 60 days of the dispute occurring, and CDS will only investigate claims where the player has genuinely put their own money at risk (no deposit bonus claims may not be accepted). To file a complaint with CDS visit http://www.centraldisputesystem.com/form.asp

IBAS - http://www.ibas-uk.com/
IBAS is the Independent Betting Adjudication Service and offers and impartial dispute resolution for disputes arising between betting and gaming companies and their customers. In order to use the service, customers must have made an official complaint to the operator concerned. The dispute resolution form for IBAS is located here http://www.ibas-uk.com/adjudicationForm.php

ECogra – http://www.ecogra.org (Most Microgaming Casinos, Poker and Bingo)ECogra will attempt to resolve disputes with any of its member casinos. It can only handle complaints about its own members and will not intervene in disputes regarding legislation in the players own jurisdiction. Before contacting Ecogra, players should ensure that at least two weeks have passed before the dispute began and that attempts have been made to resolve the problem directly with the operator. Ecogra Dispute form:
http://www.ecogra.org/Disputes/DisputeForm.aspx

Gaming Disputes Services By Jurisdiction

Gibraltar Licensed Gaming Sites
Complaints should be addressed to the Gibraltar Gaming Commissioner using the following form - http://www.gibraltar.gov.gi/images/stories/PDF/gaming/Complaint_Resolution_Request_Form.pdf

Malta Licensed Gaming Sites
Complaints about any online gaming site which is licensed in Malta can be made here:
https://www.playresponsibly.org.mt/complaints.aspx

United Kingdom
Complaints about companies licensed or operating in the United Kingdom can be made to The Gaming Commission:
http://www.gamblingcommission.gov.uk/gh-contact_us/complaints/how_do_i_complain_about_a_gamb.aspx

Netherlands Antilles
Complaints against gambling sites licensed in the Netherlands Antilles or Curacao
http://www.curacao-egaming.com/index-4.html

Isle of Man
Complaints about operators in the Isle of Man can be made by email or by using the disputes form which can be downloaded from the below site:
http://www.gov.im/gambling/players.xml

Kahnawake
Kahnawake has its own player Dispute Service and a dedication dispute officer. For more information visit
http://gamingcommission.ca/players.htm

Antigua and Barbuda
Complaints about any gambling company licensed in Antigua or Barbuda can be made by emailing [email protected].

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