Casino Complaints - how to complain about online gambling sites
If you have a complaint about an online casino, poker room, bingo hall or sports book, in the first instance you need to contact the operator. In many cases, customer services will be able to resolve your complaint quickly and to your satisfaction. But what happens when you are not happy with their response or if they are simply ignoring your complaint?
Luckily there are a number of dispute resolution services who can help when a player has a dispute with an online casino or gambling operator. The first thing to take note of is where the casino is licensed. Most licensing jurisdictions have their own casino complaint mediation service although they will want to ensure you have firstly attempted to resolve your problem with the gambling site itself. If the casino is licensed in the UK, under the rules of the Gambling Commission they must have an effective complaints and dispute service. Any casino which advertises to or accepts UK players must from October 2014 hold a license awarded by the UK Gambling Commission.
You can check whether a casino holds a UK licence by looking at the home page. All UK license holders should have a Gambling Commission logo displayed at the bottom of the page. You can also check for a UK license here : http://www.gamblingcommission.gov.uk/Find-licensees.aspx
Firstly, ask for a copy of the gambling sites official complaints procedure. They are duty bound to provide this to you. Next take your complaint through their disputes procedure and await the response from the operator. If you are unhappy with their resolution of your complaint, then the operator should provide you with the details of their Alternative Disputes Resolution service. The ADR is an independent third party to whom your complaint can be referred for investigation. The ADR may request further information or documentation regarding your dispute.
There are a number of ADR’s and which one your complaint will be referred to depends on the terms of the license issued.
If your complaint does not concern a casino or gambling operator which is licensed in the UK, then there may be other entities who can help. Make note of two key pieces of information - where the casino is licensed and what software it uses. All the big casino software providers have their own dispute resolution services - however these may be over ridden by the licensing jurisdiction. For example Microgaming software have their own disputes mediation service but if you are dealing with a Microgaming casino which holds a UK license then you will need to go through the ADR entity of that particular casino.
You can find more information on the software providers dispute services and those belonging to the main licensing jurisdictions here - http://www.casinovamp.com/articles/casino-complaints-and-dispute-resolution.html
Don’t forget too that if you saw the casino advertised on a casino site such as casinovamp.com you can enlist the help of the webmaster to solve your complaint. We will always assist with complaints about casinos who are listed on our pages and if we are not able to solve it for you then we can usually point you in the right direction of where to go next.
Related posts:
- More UK gambling casualities
- UK Gambling laws went live on November 1st 2014
- Point of Consumption Tax Changes UK gambling laws
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