Online Casino Dispute & Complaint Resolution

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There are many outlets and resources for dealing with online casino complaints. Of course, the main goal is to avoid such situations altogether, but if they do arise, we’ve put together a complete guide to finding a resolution as painless and easy as possible.

How To Resolve a Complaint or Dispute Against an Online Casino

1

Make Sure You Completed Playthrough Requirements

Let’s say your complaint is not being able to withdraw bonus funds; that’s a fairly common one. You should first check the terms and conditions to see whether you’ve completed the playthrough requirements necessary to convert bonus funds into cash. Alternatively, if the casino stipulates the bonus can be used only on certain games, have you been playing the eligible games? You may find the answer to your complaint in these bonus terms.

2

Make Sure Your ID Matches Your Casino Profile

When signing up for any legal online casino, it’s important to provide accurate, up-to-date personal information. This includes all of the information listed on your government-issued photo ID, such as name, address, and date of birth. If you provide inaccurate or outdated information, you’ll often find yourself in a situation that could raise complaints for those less familiar with the online casino process. The online casino will most likely have to manually verify your identity—for your own protection and to ensure you’re of legal gambling age. These steps may include sending in scans of a government-issued photo ID or current bills with your address on them.

3

Provide Requested Documentation

Similar to the above point, you should always provide the requested documentation as soon as possible. Many complaints arise from a “failure to pay” when a withdrawal is requested when, in reality, any legal online casino is required to pay out your balance so long as all requirements have been met. These requirements often include requesting documentation to confirm identity and payment details, as well as to prevent fraud. Always submit such documents through a secure, encrypted platform provided by the legal online casino to ensure they don’t fall into the wrong hands.

4

Record All Relevant Screenshots & Correspondences

If you do have a complaint that needs to be resolved, make the process as easy as possible to avoid waiting a long time for a resolution. Part of that includes taking relevant screenshots and saving any correspondence that may relate to the complaint. Having this information will help the process go smoothly and efficiently.

Contact Customer Service

1

Start with the automated system.

Many legal online casinos now offer automated systems through a “chat” feature to try resolving issues without involving a real customer service agent. Try this first to see if your complaint can be resolved here or within the FAQ section.

2

Call if phone support is available.

Phone is often the easiest way to contact customer service. This way, complaints and problems can be discussed and ironed out quickly, without relying on back-and-forth emails.

3

Chat with a real person.

If the automated system doesn’t help and phone support isn’t an option, talk to a customer service agent via chat. Chat is a nice option because it allows you to easily share any screenshots and correspondences you may have gathered in the previous section.

4

Consider email.

There’s something to be said for email support if your complaint isn’t urgent. Email allows you to write out your entire complaint in full detail. Plus, you can attach all relevant screenshots and correspondences in one place. Keep in mind, however, that a response may take longer.

5

Explain in detail.

This should go without saying, but explain your complaint in as much detail as possible for best results. This includes providing the screenshots and correspondences we mentioned in the previous step.

6

Be respectful.

Throwing around insults and anger likely won’t get you anywhere. The agent on the other side of the screen is a real person who deserves respect, just as you do. Plus, you catch more flies with honey, and customer service may be more willing to go above and beyond if you develop a positive rapport.

Go to the Regulator

If worst comes to worst and you’ve followed the above steps to no avail, it may be time to go to the regulator. If you have a truly valid complaint, every state that offers legal online casinos will have a government agency in charge of regulating those online casinos. One of these agencies’ duties is to take complaints.

Online Casino Regulator By State

The New Jersey Division of Gaming Enforcement is one of the most established online casino regulators in the country. This agency has an entire page regarding internet gaming disputes and inquiries, should you need it.

  • Address:
    New Jersey Division of Gaming Enforcement
    The Arcade Building
    1325 Boardwalk
    Atlantic City, NJ 08401
  • Phone Number: (609) 984-0909
  • Email: [email protected]
  • Website: DGE Homepage

The Pennsylvania Gaming Control Board oversees all online gaming regulations in Pennsylvania. It offers an entire section of interactive forms for Pennsylvania online gambling patron complaints and disputes.

  • Address:
    PA Gaming Control Board
    303 Walnut Street
    Commonwealth Tower, 5th Floor
    Harrisburg, PA 17101
  • Phone Number: (717) 346-8300
  • Email: [email protected]
  • Website: GCB Homepage

The Michigan Gaming Control Board is in charge of regulating one of the largest online gambling markets in the country. It also runs a page to submit MGCB patron disputes.

  • Address:
    Michigan Gaming Control Board
    3062 West Grand Boulevard, Suite L-700
    Detroit, MI 48202-6062
  • Phone Number: (313) 456-4100
  • Email: [email protected]
  • Website: MGCB Homepage

The West Virginia Lottery offers a sports/iGaming complaint form for your convenience, should the need arise.

Above, we’ve covered all the regulators for states that explicitly allow legal online casinos. If you’re playing at offshore, illegal gambling websites, your chance of resolving a player dispute may be slim to none. But you do have a couple of options:

  • Reach Out to the Regulator: While an offshore regulator is going to be much less likely to help than one based in the US, it does at least purport to be a legitimate licensing body. If you have a legitimate dispute or complaint, the regulator might do something about it, although you can expect long wait times, which could be months or more.
  • Contact a Third-Party Site: Some websites operate as independent dispute resolution services. The small Bonus team doesn’t have the resources to offer this service, so we recommend going to the AskGamblers website. It’s no guarantee that your complaint will be resolved, but thousands of player disputes have been resolved by their team.

How To Avoid Casino Disputes

As mentioned above, the best way to avoid casino disputes is to join our top recommended online casinos, which have a reputation for safe and fair play, as well as transparent terms and conditions that make disputes rare.

About the Author

Craig Corbeels

Craig Corbeels

Craig Corbeels is a lead writer and gambling expert for Bonus.com. He has been involved in the online gambling industry since 2013. Previously, he worked for Gamesys and Bally's Interactive as a copywriter and social media strategist for multiple North American online casinos.
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