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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
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Tip:
Filing a complaint allows you to hold an online casino accountable if you are unsatisfied with the service you receive. It can also help your fellow players, as the regulator may order the online casino to overhaul its internal processes in response to your complaint.

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.

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Technical issues

  • You may find that an online casino game crashes when you are about to win or a technical error denies you a jackpot.
  • Some players may believe that the random number generator powering a game is not working correctly.
  • Connectivity or geolocation issues may cause a gaming session to cut out, and you may feel you are due reparations.

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Bonus offers

  • You might interpret the wagering requirements attached to a bonus differently than the online casino offering that bonus.
  • The online casino may penalize you for failing to comply with terms and conditions that you were unaware of.

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Payment problems

  • A deposit or withdrawal may not have gone through.
  • The site may prevent you from withdrawing funds, potentially due to a dispute over terms and conditions.
  • You may believe that you should have received winnings that did not appear in your account after playing a game.

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.

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Tip:
The online casino will need to verify your identity when you make a complaint. It is important to include your full name and your username, if applicable, and you should also make sure your account details are up-to-date.

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.

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.

Legal state regulators

Connecticut

Connecticut Department of Consumer Protection (860-713-6300)

Connecticut online casinos
Delaware

Delaware Lottery (302-739-5291)

Delaware online casinos
Michigan

Michigan Gaming Control Board (313-456-4100)

Michigan online casinos

New Jersey Division of Gaming Enforcement (609-984-0909)

New Jersey online casinos
Pennsylvania

Pennsylvania Gaming Control Board (717-346-8300)

Pennsylvania online casinos
Rhode Island

Department of Business Regulation, Gaming and Athletics (401-462-9525)

Rhode Island online casinos
West Virginia

WV Lottery (800-982-2274)

West Virginia online casinos

Tips for writing an online casino complaint

Here are our top tips for anyone filing a complaint with an online casino:

  • State the facts in clear, concise language.
  • Provide robust evidence to back up your claims.
  • Refer back to the online casino’s terms and conditions.
  • Keep your tone calm, polite, and respectful.
  • State what you believe would represent a fair and just resolution.

These tips can boost your chances of securing a satisfactory outcome. If you decide to escalate the complaint, you can also prove to the regulator that you were level-headed, professional, and cooperative throughout the process.

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