Casino Complaint Process

You may occasionally need to file a complaint with an online casino. Say, for example, you run into a technical issue or notice misleading terms and conditions for a bonus.

This guide explains how to make a complaint and, if necessary, escalate that complaint to your state regulator. We will walk you through the complaint process and provide our top tips to help you secure a satisfactory resolution.

What the casino complaint process looks like

We have divided the casino complaint process into six simple steps, and our experts have discussed each step in detail below.

1. Discovering an issue
2. Compile the information needed before submitting a complaint
3. Make sure you’ve met the terms and conditions
4. Contact customer service
5. Wait for a verdict from the online casino
6. Contact your state regulator

Step 1: Discovering an issue

Legal online casinos must adhere to strict consumer protection regulations. Their games are independently tested for fairness and accuracy, and they are also required to provide secure payouts. Given those rules, you should not have too many causes for complaint.

However, you may feel compelled to file a complaint with your online casino if certain issues arise.

Common reasons to file a complaint

Most complaints focus on technical issues or disagreements about bonus terms. Such problems can normally be resolved with the online casino’s customer support team. These are some of the most common problems you may experience.

Step 2: Compile the information needed before submitting a complaint

If you experience any of these issues, gather any evidence that will support your complaint. For example, take screenshots from the online casino that highlight your issue.

If your complaint relates to a payment issue, it can be helpful to obtain your transaction history and any relevant bank statements or credit card statements.

Step 3: Make sure you’ve met the terms and conditions

Check the online casino’s terms and conditions to see if you have unintentionally violated them. You can also determine whether the online casino has breached its own terms and conditions, which will bolster your case if you file a complaint.

A link to the terms and conditions will normally be displayed at the bottom of the site. There should be dedicated sections for payments, bonus terms, and technical issues, so it should be reasonably easy to find the information you need.

Step 4: Contact customer service

Contact the customer support team to file your complaint. It is important to provide a detailed description of your issue.

Include specific times, dates, and monetary figures, and attach any evidence that will support your complaint. You may be feeling angry or frustrated, but it is important to keep your tone calm, professional, and polite, as that will improve your chances of a satisfactory resolution.

How to contact customer service

The best online casinos offer a range of contact options, including 24/7 live chat and phone support. However, if you are filing a complaint, we recommend sending an email.

That will ensure you have a written record of your complaint. Keeping a “paper” trail is important. If you decide to escalate the complaint with your state regulator, you will need to present a copy of the original complaint you filed.

Step 5: Wait for a verdict from the online casino

Your online casino should reply with an initial email acknowledging the complaint. You should receive a ticket number, too.

If you do not receive a response within 24 hours, contact the support team to ensure that your complaint has been received.

The online casino will then be legally required to investigate your complaint, which can take several days. If the company needs more information, a member of the team will get in touch with follow-up questions.

When the investigation has concluded, the online casino will contact you with the outcome. Most complaints are resolved satisfactorily. However, if you are unsatisfied, you can ask to escalate the complaint to a senior manager within the company.

Step 6: Contact your state regulator

If you hit a wall with the online casino, you can contact your state regulator and ask for an independent investigation.

Each regulator has a clear process for filing complaints. Here’s a state-by-state breakdown.

• Connecticut: File your complaint at the Department of Consumer Protection’s Complaint Center.
• Delaware: Fill in a web form on the Delaware Lottery site.
• Michigan: Visit the patron disputes page and then submit an Internet Gaming/Sports Betting Complaint Form.
• New Jersey: Head to the complaints section and fill in the Internet Gaming Dispute Form.
• Pennsylvania: File your complaint by completing the Patron Dispute/Complaint Form.
• Rhode Island: Send an email to the Rhode Island Department of Business Regulation, Gaming and Athletics.
• West Virginia: Complete the Sports / iGaming Complaint Form.

For any of these regulators to do their jobs, you will need to demonstrate that you have contacted your online casino and tried to resolve the complaint. Provide as many details as possible when filling in the form, and attach any supporting evidence, along with a copy of your correspondence with the online casino.

The regulator will then conduct an independent investigation and seek to resolve the dispute. When the investigation is over, a final verdict will be reached.

Helpful guides to improving your online casino experience

If you found this page useful, you might like to check out some of our other guides. They are designed to improve your overall experience at an online casino.