Most players won’t need to know how to file a complaint because they won’t need to. The day-to-day operations of online casinos often run smoothly, but there can be mistakes, and they can affect the player. On the off chance that this happens to you, it’s good to know the process and what to expect. Let’s have a look!
How to file a complaint against a casino
Complaints, being as formal as they are, likewise require formal communication. Operators may allow you to raise a complaint via live chat, social media or over the phone, however the official way would be through email. If you wish to speak there and then to a customer service rep, then make sure they confirm that they have logged a complaint and will follow up with an email.
Right from the start you must detail everything relevant to what you’re escalating. Remember, you are building a case against something that they did or something that may have gone wrong on their site, so you need proof to back it up. The whole shtick of “the customer is always right” doesn’t apply here. While operators are duty bound to review complaints, they only need to act if there is sufficient evidence to do so.
While the initial step is to always file a complaint with the operator themselves, this does not always result in an outcome. That’s when the gambling authority and licence that the operator is registered with comes into play. Should you reach this step, barely do, it is in the hands of the regulator and gambling authority to carry out the investigation on their end, which unfortunately is not a quick process.
During the entire complaint process, log and compile everything you receive together. Should you need to take it further, to the licence or gambling authority, then you can provide this evidence with your case.
What you need for an effective complaint
For your complaint to be taken seriously you need hard evidence, but you also need to be aware of the terms. You will have no leg to stand on if you have breached the terms and conditions. As a rule of thumb, if you intend on spending money on any website, always read the terms and conditions, especially if you can make money from the website.
What does evidence or proof look like? It could be as simple as a customer service agent giving you the wrong information which resulted in a negative effect on your end. Showing the communication with that agent is enough to get most operators to take swift action and resolve the complaint to your liking.
Why you may need to file a complaint against a casino
Let’s start this one off by mentioning that 99.9% of the time you cannot file a complaint for not winning. If you can’t win, chances are you’re just unlucky.
A game doesn’t work as intended or stops working, either through a fault or technical issue. If it’s just the odd crash here and there, you should be able to continue where you left off, otherwise you’re due the stake or potential winnings of that round.
Misleading promotions and marketing can also lead to grounds for a complaint. Nowadays operators should, and most do, make very clear offers, promotions and even terms. Chances are that you would not be the only player to raise such an issue, and the more that do, the swifter the action and correction.
The withholding of your funds. Now, to be clear, this does not involve the cases where the funds are being withheld until they verify the account. Not only are gambling sites within their right to do so, they are required to. If the reason for stopping your withdrawal seems suspect, then a complaint may be in order, if only to receive further information.
Lack of verification. Licence and regulations require online casinos to verify all their players. This could happen through automated system checks upon registering and depositing, but this isn’t always enough. Their privacy policy or terms should at least mention what they have in place, if not, find out from their customer support. Don’t mistake this for casinos without verification, they’re entirely different, and we touch more on that here! [link to casinos without verification]
No responsible gambling measures. Regulations surrounding responsible gambling are getting stricter every year. Operators are being forced to not only include tools to help you, the player, keep in control of your gambling, but to promote safer gambling and monitor their players. A lack of these can be grounds for a complaint.
What are the outcomes
The nature of the complaint of course decides the possible outcomes. An issue specific to you, such as a game not working or an awful experience with customer support, might result in the returning of deposits, winnings or goodwill gestures.
When it’s the more serious issues, such as lack of verification, responsible gambling tools, misleading promotions or other foul practices, there can be a heavy impact on the gambling operator. Regulators can slap them with a large fine, impose tougher restrictions on their practices or even remove their licence altogether.
Nothing happening is also a possibility. Without the right proof and communication, there may not be enough for the complaint to stick and bring about any results, even when you involve the regulators.
It’s important to keep in mind, that when going through all of this, most operators do want to make it right, as loyal customers are worth a lot to them, so allow them some time to investigate your claims. Hopefully, you won’t have to use any of this advice during your time playing, but if you do, we hope it helps.
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