Complaints and consumer rights

How to build a casino complaint evidence pack

Turn account records, messages and payment evidence into a short, ordered complaint. This worksheet helps you show what happened, calculate the amount in dispute and state the resolution you want without sending unnecessary sensitive information.

Before you start

1. Confirm the legal business and exact domain. Save the operator name, website address, licence claim and any regulator record. Our casino licence checklist explains how to match those details. If they appear copied or mismatched, stop and use our safe evidence and reporting guide before relying on the site's complaint contact.
2. Save the complaint procedure. Record the contact method, response times, escalation stages and named dispute body before the page changes.
3. Define the complaint. Choose the clearest category, such as a delayed withdrawal, bonus-term dispute, account closure, payment error or verification issue.
4. State the result you want. Examples include a written explanation, release of a stated balance, correction of a transaction or restoration of access to records. Do not claim an amount you cannot reconcile.

When the complaint follows an account closure with an unresolved balance, complete the account-closure and balance record first so the case summary does not combine account status with money treatment.

Create a one-page case summary

Complete these fields before writing the longer chronology. Use a masked account identifier rather than a password, full card number or identity-document number.

Build the chronology

Use one row per meaningful event. Keep the description factual and point to an evidence reference. Write times with the time zone if that could affect a deadline or transaction.

Show how you calculated the disputed amount

Do not rely on a single balance screenshot when the dispute involves several deposits, withdrawals or adjustments. Reconcile only the transactions relevant to the complaint and explain any figure that does not match the operator ledger.

For a delayed payment, first separate operator review, release and payment delivery using our withdrawal and KYC guide. If the amount is being released in stages, use the withdrawal limits worksheet to reconcile gross releases, fees and the retained balance. For a document request, the source of funds and source of wealth guide shows how to record purpose, scope and responses without placing sensitive documents in the complaint chronology.

Create an evidence index

Give each file a simple reference such as E01, E02 and E03. Use descriptive filenames, retain the original files separately and submit only what is relevant to the complaint.

For a disputed bonus stake, first use the bonus maximum-bet guide to reconcile the saved rule, balance state and affected round before adding the result to this evidence index.

Complaint wording template

Remove any sentence that is not relevant. Keep the tone factual. Avoid threats, speculation about motive and repeated messages that make the core issue harder to identify.

Redact for safety, not to hide relevant evidence

• Never send: passwords, PINs, one-time codes, full card security codes or private recovery phrases.
• Mask where possible: unrelated transactions, full payment-card numbers, identity-document numbers and information about other people.
• Keep context: do not crop out the date, URL, sender, transaction reference or surrounding text needed to understand the record.
• Use the official route: upload sensitive documents only through a verified operator, ADR or authority channel.
• Retain originals: keep an unchanged original and submit a separate redacted copy.

Submit once and track the process

1. Use the formal complaint route. A normal support chat may not start the complaint clock.
2. Ask for acknowledgement. Record the received date, case number and named stage.
3. Keep every response. Add new events to the chronology rather than rewriting the original account.
4. Answer relevant questions. Record what was requested, what you supplied and when.
5. Save the outcome. Keep the final response or deadlock letter with the evidence pack.

Choose an escalation route only after checking eligibility

For a UKGC licensee, the operator must have a complaints procedure and an arrangement for eligible disputes to reach an ADR entity if the complaint is not resolved within eight weeks. ADR is free to the customer, but it may reject issues outside its scope. The UKGC regulates businesses and does not decide individual gambling transaction complaints.

An offshore licence can have a different complaint body, evidence requirement and remedy. Verify the named body independently and read its scope before sending personal documents. Use the offshore casino complaint route map to record the verified body, its authority and the minimum evidence handed over. Our casino complaints guide explains the broader sequence and the limits of regulator involvement.