Make a Complaint

Had a problem at one of the casinos featured - on our site? We want to hear about it.

We recommend casinos based on thorough research and real-account testing, but we also know that things don’t always go smoothly. Withdrawals get delayed. Bonuses don’t credit properly. Accounts get restricted without clear explanation. Support teams give conflicting answers. It happens — even at reputable operators.

When it happens at a casino we’ve recommended, we take it personally. Our reputation is tied to the sites we feature, and if one of them is treating our readers poorly, we want to know about it so we can investigate, intervene where possible, and update our reviews accordingly.

How We Can Help

We’re not a regulator and we can’t force a casino to do anything. But we do have direct relationships with the operators and affiliate managers at the brands we feature. That gives us a channel to escalate issues on your behalf — often more effectively than going through standard customer support again.

Here’s what we can realistically do:

Escalate your complaint directly to the casino’s affiliate or VIP management team, bypassing the front-line support queue. These are the people with the authority to actually review and resolve account-level issues.
Investigate patterns. If multiple readers report the same problem at the same casino — delayed withdrawals, bonus terms changing mid-promotion, accounts being restricted after wins — we’ll investigate and, if necessary, revise or remove our recommendation.
Advise on next steps. If we can’t resolve the issue through our contacts, we’ll point you toward the appropriate regulatory body, dispute resolution scheme, or independent mediation service based on the casino’s licensing jurisdiction.
Update our reviews. If a casino consistently generates complaints that they won’t resolve, we’ll reflect that in our review and ranking. Our readers come first.

What we can’t do: guarantee a specific outcome, override a casino’s internal decisions, or act as a legal representative. We also can’t help with complaints at casinos we don’t feature or recommend — our leverage depends on having an active relationship with the operator.

Before You Contact Us

To give us the best chance of helping you, please try the following steps first:

1. Contact the casino’s customer support. Make sure you’ve raised the issue directly with the casino at least once. Use live chat or email and keep a record of the conversation — screenshots are ideal. Some issues are genuine misunderstandings or processing delays that support can resolve quickly.

2. Check the terms and conditions. This sounds tedious, but many complaints (especially around bonuses) come down to a term the player wasn’t aware of — a wagering requirement, a game restriction, a maximum withdrawal cap, or a payment method exclusion. Before escalating, make sure the casino is actually in the wrong.

3. Allow reasonable processing time. Withdrawal times vary by payment method. E-wallets might take hours; debit cards and bank transfers can take several working days. If your withdrawal is still within the casino’s stated processing window, it may not be late yet. Give it the full stated timeframe before flagging it as a problem.

If you’ve done all of the above and the issue remains unresolved, we’re ready to step in.

How to Submit a Complaint

You can reach us via email or Telegram. Include as much detail as possible — the more information we have upfront, the faster we can act.

Email

Send your complaint to: [email protected]

Telegram

Message us at: @odlqcorguk

What to Include in Your Message

To process your complaint efficiently, please include the following:

Casino brand name — The exact name of the casino where the issue occurred.

Your username — The account username or registered email at the casino. We need this to reference your account when we contact the operator. We will never share your details publicly or use them for any purpose other than resolving your complaint.

Description of the issue — Explain what happened in as much detail as you can. When did the problem start? What have you done to try and resolve it? What responses have you received from the casino’s support team?

Screenshots or evidence — Attach any relevant screenshots. These might include chat transcripts with customer support, emails from the casino, screenshots of your account balance or transaction history, bonus terms that were changed, or error messages. The more evidence you can provide, the stronger your case when we escalate.

Your preferred outcome — Tell us what you’re hoping for. Do you want a pending withdrawal processed? A bonus credited? An account restriction lifted? An explanation for why your account was closed? Knowing your goal helps us frame the escalation effectively.

Example Complaint Email

Here’s a template you can copy and adapt:

Subject: Complaint – [Casino Name] – [Brief Issue Description]

Hi,

I’m writing to report an issue with my account at [Casino Name].

Username: [your username or registered email]

Issue: [Describe what happened — e.g., “I requested a withdrawal of £500 via PayPal on 3rd February. It’s been 12 days and the withdrawal is still showing as ‘pending.’ I’ve contacted live chat three times and been told it’s ‘being processed’ each time with no further explanation.”]

Steps I’ve already taken:

[e.g., “Contacted live chat on 5th Feb — told to wait 48 hours”]
[e.g., “Contacted live chat again on 8th Feb — told my account is ‘under review'”]
[e.g., “Sent email to support on 10th Feb — no response”]

Evidence attached: [e.g., “Screenshots of all three live chat conversations and my withdrawal history showing the pending transaction”]

Preferred outcome: [e.g., “I’d like my withdrawal to be processed or a clear explanation of why it’s being held”]

Thanks for your help.

[Your name]

What Happens Next

Once we receive your complaint, here’s the typical process:

1. We review your submission — usually within 24-48 hours. If we need additional information, we’ll reach out.

2. We contact the casino — through our affiliate or partner management channel. This is a different pathway from standard customer support and typically reaches people with more authority to review and resolve issues.

3. We follow up — if the casino doesn’t respond within a reasonable timeframe, we’ll chase. We’ll keep you updated on progress via the same channel you used to contact us.

4. We share the outcome — once we have a resolution (or a final answer from the casino), we’ll let you know. If the issue is resolved, great. If not, we’ll advise on further steps — which may include escalating to the casino’s licensing authority or an independent dispute resolution body.

5. We update our records — every complaint is logged internally. If a casino accumulates a pattern of unresolved complaints, it directly affects our review and ranking of that site.

Regulatory Complaints Channels

If our escalation doesn’t resolve your issue, or if you’d prefer to go directly to the regulator, here are the relevant bodies based on the casino’s licence:

UKGC-licensed casinos File a complaint through the casino’s designated ADR provider (listed in their T&Cs). If you don’t know which ADR scheme they use, the UKGC maintains a list at gamblingcommission.gov.uk.

MGA-licensed casinos (Malta) Submit a complaint to the MGA’s Player Support Unit: mga.org.mt — Online complaint form available

Gibraltar-licensed casinos Contact the Gibraltar Gambling Commissioner: gibraltar.gov.gi/gambling

Curaçao-licensed casinos File a complaint through the Curaçao Gaming Control Board: curacao-egaming.com — Though response times and outcomes are less predictable than MGA or UKGC

A Final Note

We can’t fix every problem, and we can’t promise a specific result. What we can promise is that we’ll take your complaint seriously, escalate it through the channels available to us, and use the information to keep our recommendations honest. If a casino we’ve featured is consistently letting players down, our readers will know about it.

Your feedback makes our reviews better and our recommendations more trustworthy. Don’t hesitate to reach out.