Tell your story. Follow the answers.

01 — Start with what happened

Choose the casino, or enter its name if it is not listed. Describe the sequence in your own words: what you requested, what the casino replied and what remains unresolved. Add an amount and currency if money is involved, then say what would put it right. Submission is free; accepting analytics is not required.

You can sign in and return to your case. A saved local draft is not a submitted complaint. Before sharing screenshots, remove unrelated personal information and complete payment details. Never upload a password or an identity document.

02 — Make the missing details clear

The complaints team reviews the case and can ask for clarification. The casino may be invited to reply through an authorised representative. We compare the account, the response and relevant evidence instead of assuming that similar amounts mean identical problems. A representative’s participation does not guarantee a resolution.

The author and authorised staff can reply. An authorised representative can reply where access has been granted; staff can invite an additional site user when useful. General visitors read the public conversation. They cannot add replies to someone else’s case by default.

03 — Record what actually changed

The outcome should explain what was confirmed and by whom. Money received, account access restored and an agreement about the dispute are different results. A payment being marked sent is not confirmation it arrived. We keep the disputed amount separate from any amount actually returned.

If new information changes the record, reply in the case or request a correction. A closed label should not erase a relevant disagreement or the source of a claim.

The five complaint statuses

New — received and waiting for an initial review. In review — the conversation or information gathering is ongoing. Resolved — an outcome resolving the case has been recorded; this can be a non-payment result. Unresolved — a satisfactory resolution has not been established. Rejected — the complaint was not upheld, with an explanation where the record supports one.

Statuses describe individual cases. Casino labels such as Trusted, Unrated and Cheated are separate editorial assessments with their own grounds. Read the outcome explanation and replies, not only the label.

Public conversation, restricted evidence

Public case text can be read by visitors and search engines. Your account email is not displayed in the public feed. When media is marked hidden, it is accessible only to the complaint author, authorised administrators and moderators, and an authorised casino representative. Other readers see a protected placeholder. A separately invited participant can reply without automatically receiving restricted-media access.

Keep original records privately. Upload only what is necessary and redacted. The privacy policy explains the purposes and limits of data use.

What our help can and cannot do

We help document the issue, seek an answer and record the result. We cannot force a casino to respond or pay, guarantee a refund or promise a completion date. We are not a regulator, court or alternative dispute resolution body. A complaint here does not suspend other deadlines or require you to keep gambling.

The service is funded by its founders, with no current advertising or affiliate income. Our editorial policy explains assessment, independence and corrections. For an error, contact support@casinocomplaints.org with the case URL and the specific change to check.

What a casino status means

A casino status is an editorial assessment of how that operator handles complaints on this platform. It is assigned by the team after reviewing the public cases, the operator’s replies and the stated grounds. It is not a star rating, a licence check, a payment guarantee or a score calculated from complaint volume alone.

The same brand can appear under different domains or licences. Always match the casino page to the site and account you used before treating another player’s outcome as your own route.

• Trusted: the team has made a positive assessment of the casino’s complaint handling on the available record. The casino page should explain the decision and link to supporting cases. Trusted does not mean every withdrawal will succeed, that your account will be paid, or that future disputes are risk-free.
• Unrated: the team has not established a positive or negative conclusion. That can mean too few public cases, incomplete evidence, an assessment still in progress, or simply that no supported trust decision has been published. An empty complaint list does not mean the casino is safe.
• Cheated: an editorial warning. Read the published reasons, review date and linked cases. The label is a starting point for checking the facts of a dispute, not proof that every allegation against the operator is true, and not a finding about every customer.

An authorised representative can reply in a case. Their presence alone does not create a Trusted status. Advertising, banners and commercial relationships are separate from complaint decisions and cannot buy a favourable outcome or remove a supported warning.

New evidence, a correction or a confirmed resolution can lead to review. If you find an outdated explanation or a factual error, send the page URL and the correction to support@casinocomplaints.org. Read the full independence and correction rules in our editorial policy.