Resolving online casino disputes – a complete guide

Resolving online casino disputes – a complete guide - Banner
Catherine Stirland
by Catherine Stirland Last updated:

Here at No Wagering, we carefully vet each and every casino before reviewing it. We want to ensure that players have a great experience when playing at one of our listed sites. However, even at the best casinos, it’s possible that disputes could still arise.

Casino disputes refer to the situation where a player has an issue with a casino’s practices, rules or game results. Gambling complaints come in many forms. Common examples include:

  • Disagreements over bonus offers
  • Misleading promotions
  • Incorrect bet settlements
  • Game fairness
  • Difficulties when wanting to withdraw money
  • Customers found to have multiple accounts

Resolving a gambling dispute is crucial for maintaining trust and fairness. With this in mind, we’ve created this guide to help you explore options should you be unhappy with the service you receive from an online casino.

Finding out how to resolve a casino dispute – should the situation arise – will help a player's ongoing and long-term enjoyment playing online slots and casino games. Here's what we're covering:

Bonus offers and casino disputes

Common disputes related to bonus offers include issues with wagering requirements being unclear or misleading, and bonuses not being awarded as advertised. It’s important to always read the fine print in the T&Cs of any offer. Also pay attention to wagering requirements, game restrictions and time limits. 

To resolve a casino dispute, your first action should be to contact the casino’s customer service. Provide them with detailed information about your issue, including evidence such as screenshots. Doing some research can also help avoid a dispute. A good way to research a casino is to read trustworthy reviews by expert review sites such as No Wagering. All our reviews are transparent and honest – if we don’t like a casino, we won’t include it on the site.

Firstly check the site is licensed by a reputable body like the UK Gambling Commission or the Malta Gaming Authority. Another great way to tell if a casino is trustworthy is to look at their terms and conditions (T&Cs). The terms should always be transparent and fair, whereas a dishonest site will have overly stringent T&Cs designed to catch players out. Check out our guide to T&Cs for a more in-depth discussion of exactly what to look for. When assessing a casino's trustworthiness, it’s a good idea to check out the contact information. If it's easy to speak to a real person if a problem arises, that's a good sign. It’s also a good sign if there is a telephone number rather than just email support.  

Parties involved in casino disputes

Parties involved in casino disputes include the customer, the casino and the ADR provider. The customer or player usually brings the dispute because they feel they have been treated unfairly. The online casino or operator is responsible for providing the gambling services and resolving the dispute. The ADR provider is the independent third party that mediates when direct resolution has failed. The ADR provider will reach a fair and final decision that is binding. 

Prepare your ‘case’

If you have a dispute with a casino, it’s important to gather all relevant information together. This includes dates and times of any incident, games played, the T&Cs of any promotions and a detailed account of exactly what went wrong. And compare how things differ from what the casino had promoted or described. Also remember to prepare screenshots or documents to support your case. And don't forget to provide full contact details.

Customer service in resolving casino disputes

Many casinos will have a complaints procedure – so their customer service team should be your first port of call. Effective communication is essential when presenting your case. Being polite but firm is the best approach. Ensure you provide all the necessary details to expedite the process. It's worth noting that customer service representatives may have varying levels of training and English sometimes isn't their first language, so patience always helps when working through a resolution process.

Complaint dispute resolution process

The complaint dispute resolution process begins with identifying the issue and collecting evidence. If the casino’s customer service team can’t resolve the issue, the next step is to submit a formal complaint to the casino. Should this also prove unsatisfactory, it’s time to engage an alternative dispute resolution (ADR) provider. ADRs are neutral and independent, and approved by regulators to resolve disputes fairly.

The importance of providing a fair and impartial resolution process cannot be overstated. It builds trust in the gambling industry and protects player rights.

Using Resolver for casino disputes

Resolver is a platform designed to help players lodge complaints. The service provides a structured approach to dispute resolution, guiding users through the process, helping them outline issues and gather necessary evidence. Benefits include its user-friendly interface and systematic process, which can often lead to faster resolutions. However, it's important to note that while Resolver can speed up the process, ultimately, resolution depends on the casino's cooperation. 

There are several success stories involving Resolver, where players have recovered funds or resolved account problems. Trustpilot reviews show one customer recovering €1,200 from Betcruise after a dispute. Another customer had their case resolved in 2 days after spending 91 days locked in a dispute with a casino.

Alternative dispute resolution (ADR) providers

ADR providers are external agencies approved by regulators that act in a mediation capacity to resolve disputes between players and casinos. Casinos regulated by the Gambling Commission must list at least one ADR to handle disputes as a condition of their licence. ADRs mediate, providing a systematic dispute resolution process with fair and impartial decisions.

The process of engaging an ADR provider is straightforward. If following a casino’s complaints procedure doesn't achieve a resolution, a different approach needs to be undertaken. Players should engage an ADR provider. They will need all the necessary documentation to present their case. The benefits of using an ADR include impartial assessment and a binding resolution. The process is also usually much faster than taking legal action. 

ADR providers approved by the Gambling Commission include:

ADR Group

An established UK provider, ADR Group offers a range of dispute resolution and mediation services. Its online dispute resolution (ODR) service is useful for resolving disputes virtually. Services include small claims mediation (under £15k) and fixed fee mediation (under £100k). 

Contact: [email protected]

Independent Betting Adjudication Service (IBAS)

Founded in 2007, Government-backed IBAS, offers impartial adjudications between customers and operators. Initially focused on sports betting, the service now includes casinos. The service is free for consumers and gambling businesses are bound by IBAS rulings up to £10k.

Contact: [email protected]

Centre for Effective Dispute Resolution (CEDR) 

The Centre for Effective Dispute Resolution is a non-profit organisation and registered charity. They provide support for consumer disputes and mediation for different industries including gambling. This service deals with claims up to £10k. 

Contact: [email protected]

eCOGRA

eCOGRA is an independent testing agency. They specialise in testing, inspection and certification of online gambling software and systems. They are also an approved ADR provider for the UK and Malta. 

Their vast industry knowledge has seen them provide expert input in various litigations.

Contact: [email protected]

The vast majority of disputes are resolved early in the process, either directly between player and casino via the casino’s customer support or through an ADR provider. If disputes cannot be resolved through either of these channels, the next step is to seek independent legal advice. Taking legal action (e.g. through the small claims court) is a more formal and time-consuming process but might be necessary in the unlikely event that other methods have failed.

Both players and casinos have specific rights and obligations under the law, and although legal actions are rare, they can result in significant penalties for casinos if they are found to be in breach of regulations. 

In a landmark case, Lincolnshire player Andrew Green won a court battle against Betfred to claim a £1.7 million jackpot. Initially, Betfred refused to pay out due to a “software malfunction”. Green rejected a £60,000 settlement and took the matter to court. The High Court ruled in his favour, highlighting the importance of fair play and transparency in the gambling industry.

Regulatory bodies and gambling commissions

Gambling commissions play a central role in resolving disputes. These regulatory bodies, such as the UK Gambling Commission, oversee and enforce regulations, ensuring operators comply with legal and ethical standards. These standards include:

  • Promotional and bonus transparency
  • Data protection
  • Ensuring vulnerable players are identified and monitored
  • Responsible gambling tools and self exclusion options are provided

Compliance with these regulations is important for maintaining the integrity of the gambling industry, protecting players and encouraging fair play. Regulatory bodies provide a framework for resolving disputes, and upholding customer rights.  They also enforce penalties against operators who fail to adhere to the rules, thereby promoting trust in the gambling sector.

Gambling Commission of Great Britain (UKGC)

The UK Gambling Commission regulates gambling in Great Britain, ensuring operators adhere to strict standards of fairness, security and responsible gambling. It issues licenses, oversees compliance and enforces penalties for violations. The UKGC also plays a central role in maintaining industry integrity.

Malta Gaming Authority

The Malta Gaming Authority (MGA) oversees all forms of gambling in Malta. As the regulatory body, the MGA ensures a fair and transparent gambling environment through rigorous licensing processes and compliance monitoring.

Gibraltar Gambling Commissioner

The Gibraltar Gambling Commissioner regulates gambling in Gibraltar, providing licences to operators who meet stringent requirements. Known for its strong regulatory framework, Gibraltar is home to many online gambling companies. A key role is ensuring player protection and fair play.

Isle of Man Gambling Supervision Commission

The Isle of Man Gambling Supervision Commission is responsible for the regulation of online and land-based gambling activities in the Isle of Man. It focuses on protecting players, preventing crime and ensuring the fairness of games through strict licensing and external audits.

Curaçao eGaming

Curaçao eGaming provides licences to online gambling operators. The attraction for online casinos is the relatively straightforward and low-cost licensing process. While it has a more lenient regulatory framework compared to other jurisdictions, it still requires operators to meet certain standards of fairness and security.

Compliance key

Compliance is essential for maintaining the industry's integrity and ensuring customer protection. By adhering to regulatory standards, gambling operators demonstrate their commitment to fair play, responsible gambling and fraud prevention. This builds trust among players and helps to create a secure environment.  Players want to enjoy their gambling, confident they are protected from exploitation, identity theft or other issues. Compliance ensures the industry operates transparently, protects its reputation while promoting long-term sustainability.

Money laundering and casino disputes

Casinos must adhere to strict anti-money laundering regulations. Maintaining integrity and protecting customers is crucial to ongoing industry sustainability. The connection to gambling disputes arises when regulations are not followed, potentially leading to issues for both players and operators.

To comply with gambling regulations, casinos perform KYC (Know Your Customer) checks to verify identity of players. These checks can sometimes cause delays, particularly during the withdrawal process, which can be a cause of disputes. To avoid this, ensure your account has been verified and all KYC documents uploaded and approved. 

Non-compliance with anti-money laundering regulations can be severe for casinos. This can include hefty fines and the potential removal of their licence. Gamesys paid a high price for breaching social responsibility and Anti-Money Laundering (AML) regulations. The operator’s £6m fine highlights how seriously the Commission takes these sorts of issues.

Online gambling and dispute resolution

Resolving disputes presents unique challenges due to the virtual nature of transactions. Technology plays an important role with online platforms like Resolver providing structured processes for dispute resolution and potentially making the process faster and more efficient. While online dispute resolution can be a smooth process, it requires players and operators to keep accurate records.

Complaint procedures and terms & conditions

Clear complaint procedures and well-defined terms and conditions are essential to prevent misunderstandings and disputes. T&Cs outline the rules and expectations for both players and operators. It is important that they are fair and transparent, to build trust. By establishing clarity in T&Cs and complaint procedures, casinos can build a positive relationship with customers, thus reducing the potential for disputes.

Conclusion

Effective dispute resolution is essential for maintaining trust in the gambling industry. Ensuring disputes are handled fairly protects consumers and promotes a culture of fair play. By following these guidelines, you’ll be better equipped to handle any issues you encounter while playing.  

It’s clear that maintaining a fair and transparent dispute resolution process not only helps players but also benefits the entire gambling community.

Catherine Stirland
by Catherine Stirland Last updated:

Catherine has deep roots in the casino world and is passionate about the integrity of the industry. She's all about the benefits of no wagering casinos, making sure players get the best deals with honest bonuses and fair gameplay. With her hands-on experience and love of all things gaming, she’s here to get to the heart of what matters. If you want trustworthy, upfront information, Catherine’s got your back.

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